SURENDRAN JK
Bangalore
Summary
A seasoned Technical Support Engineer with over five years of experience at Hewlett Packard Enterprise in Bangalore. Proficient in handling escalation management and providing L1 hardware break-fix support, troubleshooting ProLiant Servers, and ensuring end-to-end incident resolution. Actively expanding expertise in Linux, VMware, and AWS to stay at the forefront of technology trends. Eager to leverage my current skills for organizational success and apply emerging knowledge in Linux, VMware, and AWS for enhanced efficiency.
Overview
5
5
years of professional experience
Work History
Technical Solution Consultant
Hewlett Packard Enterprise
Bangalore
02.2022 - Current
- Provided troubleshooting expertise for virtualization performance tuning on ProLiant Servers.
- Owned customer relationships and handled escalated calls with end-to-end ownership.
- Scheduled remote sessions for software issues, firmware upgrades, and storage problems.
- Achieved high accuracy in troubleshooting, ensuring customer satisfaction, and maintaining TCE rates above 90%.
- Received multiple appreciation emails and consistently obtained high ratings on customer experience surveys.
- Handled multiple escalations ensuring appropriate support based on severity and criticality.
Technical Representative
Randstad, Hewlett Packard Enterprise
Bangalore
01.2019 - 02.2022
- Acted as the SME backup in the absence of team leaders and managers, ensuring the overall operational integrity of the team.
- Built and identified relationship management strategies, enhancing call handling processes.
- Ensured that cases were routed to the appropriate departments with the correct escalation procedures.
- Supported customers and relevant teams through calls, providing timely assistance. Escalated incidents to regional leads and district managers to ensure prompt issue resolution.
- Developed Training Process Documents and designed Flow Charts for streamlined processes.
- Conducted training sessions for new hires, ensuring they understood process requirements.
- Interacted directly with customers, creating support cases for various enterprise devices (servers, storage, networking) via emails, calls, and electronic cases logged on the web portal.
Education
Bachelor of Engineering - Telecommunication
MVJ College of Engineering
Bangalore01.2018
Skills
- Approachability and availability
- Decision-Making
- Problem-Solving
- People Management
- Effective Team handling
- Clear and Effective Communication
- Expertise in Knowledge Transfer
- Quick and Efficient Learner
Accomplishments
- FY '19 Promising New Comer
- FY '20 Top Performer Q1, Q2 and Q4
- FY '21 Top Performer Q1, Q2
- FY '22 Top Performer Q1 and Extra Miler Q3
- FY '23 Top Performer Q1, Q2, Q4 and Best Performer Q2
Courses
- RHCSA and RHCE from Redhat March 2024
- ITIL® v4 Foundation March 2024
Timeline
Technical Solution Consultant
Hewlett Packard Enterprise
02.2022 - Current
Technical Representative
Randstad, Hewlett Packard Enterprise
01.2019 - 02.2022
Bachelor of Engineering - Telecommunication
MVJ College of Engineering
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