Suman K L
SimpliVity Consultant
Bangalore
Summary
Utilizing internal tools to investigate problems thoroughly before developing comprehensive solutions, tailored specifically to each individual business need. Excels at presenting complex information in easy-to-digest format, allowing clients to make informed decisions quickly.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
5
5
Languages
Work History
SimpliVity Consultant
Hewlett Packard Enterprise
05.2023 - Current
- Provide leadership in technical problem management and the resolution of all issues, working closely with end customers and field support staff
- Develop action plans to investigate and resolve complex issues/problems and clearly communicate these to engineers, customers and/or relevant managers.
- End to End ownership of the customer issue while collaborating with cross functional team of other technical specialty.
- Participate in formal technical problem escalation teams.
- Knowledge in installing and configuring all flavors of ESXi and vCenter server
- Troubleshooting vSphere storage, plugin & vSphere networking issues.
- Basics of Networking Fundamentals (VLAN, jumbo frames, flow control,
Subnetting, OSI Model, IP Addressing) - Understanding of vSphere Cluster Services (HA, DRS, DPM, EVC)
Technical Solutions Consultant
Hewlett-Packard Enterprise
03.2021 - 11.2022
- Expert on the below server models
- Accept the case logged through web portal yank and take the ownership.
- Entitle the case and provide the service as per the SLA
- Request for logs, analyse the AHS logs, ADU report
- Work during the coverage window to isolate the hardware incident, deployment of the server and to remotely troubleshoot, remedy, and resolve the incident with the Customer.
- Isolate the issue and resolution, provide the plan of action to the customer
- Prior to any CSR or Onsite assistance, initiate and perform remote diagnostics using electronic remote support solution to access covered products, or may use other means available to facilitate remote incident resolution.
- Provide telephone assistance during the service coverage window for installation of customer-installable firmware and Customer Self Repair parts.
- For hardware incidents that cannot be resolved remotely authorized representative will provide onsite technical support on covered hardware products to return them to operating condition.
- Once an authorized representative arrives at the Customer's site, the representative will continue to deliver the service at the discretion of HPE, until the products are repaired.
- Repair is considered complete upon HPE verification that the hardware malfunction has been corrected or that the hardware has been replaced.
- CSR allows HPE to ship replacement parts directly to customer once a failure has been confirmed. Replacement parts provided by HPE shall be new or functionally equivalent to new in performance.
- Check for issue resolution and confirm closure
Technical Support Engineer
Hp Inc
03.2018 - 02.2021
- Served as primary point of contact for support relating to owned solutions and products.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Maintained response times to support business continuity.
- Performed root cause analysis of reported issues to enact corrections.
- Updated and maintained current customer support database.
- Documented faults and bugs for referral to development staff for use in updates.
- Traveled with sales engineers on customer site visits to respond to specific technical questions.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Designed tailored engineering solutions for customers based upon key requirements.
Education
Bachelor Of Science In Computer Science - Information Technology
SRM UNIVERSITY
Kattankulathur 05.2012 - 04.2015
SSLC - State Syllabus
New Baldwin Residential School
Bangalore 05.2009 - 04.2010
Pre-University Education - State Syllabus
CMR National PU College
Bangalore 04.2011 - 03.2012
Skills
Teambuilding
Organization and Time Management
Teamwork and Collaboration
Active Listening
Critical Thinking
Pre-sales support
Technical consulting
Consultative sales techniques
Timeline
SimpliVity Consultant
Hewlett Packard Enterprise
05.2023 - Current
Technical Solutions Consultant
Hewlett-Packard Enterprise
03.2021 - 11.2022
Technical Support Engineer
Hp Inc
03.2018 - 02.2021
Bachelor Of Science In Computer Science - Information Technology
SRM UNIVERSITY
05.2012 - 04.2015
Pre-University Education - State Syllabus
CMR National PU College
04.2011 - 03.2012
SSLC - State Syllabus
New Baldwin Residential School
05.2009 - 04.2010