Sridhar Gopal
Technical Solutions Consultant & Product Oriented Delivery Lead
Chennai
Summary
A result-oriented professional with a proven record of achievement in conceiving & implementing effective ideas; targeting top-level assignments as Technical Project Consultant/Architect/Manager with a leading organization of repute
Overview
20
20
years of professional experience
4
4
Languages
Work History
Technical Solutions Consultant II (Level 2 Engineer)
Hewlett Packard Enterprise
3 2017 - Current
- Providing Level 2 technical support to enterprise customers. Act as an SME & Customer experience manager to assist L2 and C1 team with complex cases.
- Gained strong leadership skills by managing projects from start to finish. Currently operating as a facilitator for the India Tech Talk council in collaboration with leads from EMEA, APJ and the Training team.
- Mentored junior consultants, sharing knowledge and expertise to foster growth within team. Undertook role of Product Oriented Delivery lead to improve metrics related to Diagnostic Accuracy and Parts per material dispatch
- Delivered technical presentations matching audience level of expertise to explain products and services to customers. These included Products trainings for Proliant Blade servers, Moonshot & Edgeline in collaboration with Training team.
- Resolved escalated technical issues promptly; serving as go-to resource for clients and colleagues in need of expert assistance. Undertake escalations and assist Sales, Accounts and BE teams with critical engagements for sensitive accounts.
- Evaluated current technologies for relevance, recommending upgrades or replacements based on industry trends and best practices. Undertook and revamped the UMCE project which was shelved.
- Created product training plans centered on customer success and satisfaction. Helped mentor and train prospect L2 candidates for their transition into next role.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Passionate about learning and committed to continual improvement.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
Technical Solutions Consultant (Mentor/Subject Matter Expert)
Hewlett Packard Enterprise
08.2014 - 07.2017
- Provided technical support to L1 engineers enabling them to resolve complex issues.
- Managed Technical & Customer escalations for the L1 teams.
- Was responsible for mentoring and transitioning of new hires from training to production.
- Motivated team members to achieve their individual and team metrics by driving business processes along with updating their technical knowledge.
- Defined service standards/guidelines that acted as benchmark for excellent service delivery as per global standards & SLAs.
- Undertook periodic metric analysis to assess the overall performance of the team with the goal to achieve customer satisfaction.
Technical Solutions Consultant I (Engineer)
Hewlett Packard Enterprise
02.2012 - 08.2014
- Worked as a L1 technical support engineer assisting enterprise customers with various hardware breakfix issues.
- Gained extensive knowledge of products and services to provide best-in-class support and solutions.
- Undertook multiple product trainings to keep updated with various product lines.
- Assisted customers in troubleshooting product issues and provided timely technical support.
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
Advanced Tech Support Specialist
Dell Computers
02.2008 - 01.2012
- Worked as technical support engineer for Desktop, laptop, printers and portables.
- Worked as Customer resolution expert assisting in improving customer experience and teams performance metrics.
- Was part of pilot project which involved customer retentions involving product or service returns.
Process Specialist
Motif India Infotech Pvt. Ltd.
09.2004 - 10.2007
- Managed back-office operations for Major U.S Bank
- Worked in mortgage operations and reconciliations.
- Optimized process efficiency by identifying bottlenecks and implementing improvements in workflows.
- Conducted regular audits of processes, identifying areas for improvement and recommending corrective actions
- Served as subject matter expert for process-related inquiries, providing guidance to colleagues when needed
Education
B.Sc. - Mathematics
Maharaja Sayajirao University
H.S.C - undefined
G.H.S.S.C.B
Ahmedabad, GujaratS.S.C - undefined
G.S.S.E.B
Ahmedabad, GujaratSkills
- Server Support and Consulting
- Training Delivery
- Virtualization Technologies
- Project Management
- Cloud Computing
- Delivery Excellence
- Stakeholders Management
- Reporting & Documentation
- Team Management
- ITIL
- Networking
Personal Information
Date of Birth: 06/16/80
Timeline
Technical Solutions Consultant (Mentor/Subject Matter Expert)
Hewlett Packard Enterprise
08.2014 - 07.2017
Technical Solutions Consultant I (Engineer)
Hewlett Packard Enterprise
02.2012 - 08.2014
Advanced Tech Support Specialist
Dell Computers
02.2008 - 01.2012
Process Specialist
Motif India Infotech Pvt. Ltd.
09.2004 - 10.2007
Technical Solutions Consultant II (Level 2 Engineer)
Hewlett Packard Enterprise
3 2017 - Current
B.Sc. - Mathematics
Maharaja Sayajirao University
H.S.C - undefined
G.H.S.S.C.B
S.S.C - undefined
G.S.S.E.B
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