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S Prasad

@sprasad

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Experienced Cross-Functional Manager with expertise in Project Management— operational readiness.

India

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What I'm looking for

I am seeking a role that values innovation and teamwork, offering opportunities for growth and impactful projects.

I’m an experienced Cross-Functional Manager with expertise in Resource management, Business process improvement, People management, and Project Management—particularly in operational readiness and migration initiatives. In the Learning & Development space, I’ve led efforts such as the NPS NSI launch, conducted skill gap analyses, and supported future workforce readiness through strategic resource planning and call forecasting. Throughout my 18-year career, I’ve worked closely with both consumer and enterprise customers (cloud and hardware), consistently focusing on enhancing service quality, customer success, and operational efficiency while applying strong business acumen to align operational outcomes with business goals.

As the NPI/NSI Lead for GSR India at Hewlett Packard Enterprise, I am responsible for service readiness and ensuring that all products and services, including core hardware and GreenLake Platform solutions, are successfully launched. Working in the capacity of CPSM role for GreenLake Platform Support, I am responsible for support readiness for the launch of SaaS, HWaaS, and IaaS, by developing support flow, case management, cross-team communication, elevation and escalation paths, SOP, and enabling training, resources, and tool access while adhering to Agile Project Management and ITIL. I ensure readiness activities contribute to enhanced customer success outcomes by improving adoption, retention, and customer experience. Skilled at uncovering problems and leading execution of solutions related to product launch / implementation.

As a Team Lead (SME), I worked with a team of 20+ engineers, overseeing their overall performance and skill development. I was responsible for managing customer escalations, key account case management, and team operational metrics such as CE, AHT, FCR, DA, PPMD, training, process implementation, and other critical areas. Additionally, I actively contributed to technical upskilling initiatives and floor improvement projects.

Experience

Work history, roles, and key accomplishments

Senior Software Engineer

Amazon Web Services (AWS)

Jan 2020 - Jan 2023 (3 years)

Led the development of scalable cloud solutions, optimizing performance and ensuring high availability for critical applications. Collaborated with cross-functional teams to integrate new features and improve existing services.

Cloud Computing AWS Distributed Systems Software Development Agile Methodologies Python Java Microservices Data Structures Algorithms

Current

NPI/NSI/NOI Lead

Current

Hewlett Packard Enterprise

Nov 2021 - Present (3 years 9 months)

Spearheaded end-to-end support readiness for new product launches on the GreenLake and for all new product and service introductions by aligning operations with product launch requirements, skill planning, and process integration. Collaborated with cross-functional teams to define and implement Standard Operating Procedures (SOPs), ensuring effective stakeholder communication. Identified resource

Product Launch GreenLake SOPs

Software Engineer

Microsoft

Jun 2017 - Dec 2019 (2 years 6 months)

Contributed to the design and implementation of core software components for enterprise products. Participated in code reviews and mentored junior engineers, fostering a collaborative development environment.

Software Engineering C#.NET Azure SQL Server Object Oriented Programming Version Control Testing Debugging Problem Solving

Software Engineering Intern

Google

May 2016 - Aug 2016 (3 months)

Developed and maintained web applications, focusing on front-end and back-end development. Optimized user interfaces and improved system performance, ensuring a seamless user experience.

NodeJS Web Development JavaScript HTML CSS React RESTful APIs Database Management UI UX Design Performance Optimization

Subject Matter Expert (SME), Team Lead

Hewlett Packard Enterprise

Jan 2017 - Present (8 years 7 months)

Led a team of 18-26 remote consultants, providing technical and process guidance. Implemented KPIs and reporting metrics that enhanced service delivery and team performance. Analyzed call data to identify trends, resulting in improved call resolution rates.

Team Leadership Technical Support Process Improvement KPIs Data Analysis Service Delivery Performance Management Call Resolution Remote Team Management Customer Service

Technical Solution Consultant

Hewlett Packard Enterprise

Mar 2013 - Present (12 years 5 months)

Provided expert troubleshooting for technical issues, ensuring adherence to service agreements. Achieved First-Call Resolution consistently, enhancing customer satisfaction and operational efficiency. Led investigations into complex issues, identifying root causes and implementing sustainable solutions.

Technical Troubleshooting Call Resolution Customer Satisfaction Root Cause Analysis Implementation Lead Generation Technical Support

Sr. Technical Associate

Dell International Company Pvt. Ltd.

Nov 2008 - Present (16 years 9 months)

Managed KPIs, SLAs, and escalations for a team of 20 members. Conducted comprehensive training sessions to upskill new engineers, enhancing team performance. Acted as a primary escalation point for customer issues, NPI follow-ups, and consistent service desk performance, ensuring timely resolutions and improved customer satisfaction.

KPIs SLA Management Escalation Management Customer Satisfaction Service Desk NPI Follow Ups Technical Support

Sr. Technical Associate

Wipro BPO

Apr 2006 - Present (19 years 4 months)

Monitored and resolved technical issues, enhancing user satisfaction. Assisted in optimizing team operations, improving workload management and efficiency. Coordinated training sessions for new product launches, ensuring smooth transitions and knowledge transfer.

Technical Support Operations Management Product Launches

Current

Capability and Development Lead

Current

Hewlett Packard Enterprise

Nov 2021 - Present (3 years 9 months)

Spearheaded end-to-end support readiness for support teams during new product launches on the GreenLake and for all new product (Servers, Storage) and service introductions by aligning operations with product launch requirements, skill planning, and process integration. Ensured alignment between support processes and operational models, including case management, escalation paths, and SLA expectations.

Cross functional team collaboration Product Launch GreenLake Platform Server Storage Skill Planning Process Integration Case Management SLA Management SOP Development

Subject Matter Expert/Team Lead

Hewlett Packard Enterprise

Jan 2017 - Present (8 years 7 months)

Led a team of 18-26 remote consultants, providing technical and process help. Implemented KPIs and reporting metrics that enhanced service delivery and team performance.

Team Leadership KPI Implementation Performance Metrics Service Delivery Call Data Analysis Customer Escalation Sales Lead Generation SLA Management First Call Resolution Customer Experience

Technical Solution Consultant

Hewlett Packard Enterprise

Feb 2013 - Present (12 years 6 months)

Technical Troubleshooting Service Agreement Adherence First Call Resolution Customer Satisfaction Operational Efficiency Root Cause Analysis Sales Lead Generation Product Support Service Delivery Cross Selling

Sr. Technical Associate

Dell International Services India Pvt. Ltd.

Sep 2008 - Present (16 years 11 months)

Managed KPIs, SLAs, and escalations for a team of 20 members. Conducted comprehensive training sessions to upskill new engineers, enhancing team performance.

KPI Management SLA Management Escalation Management Training & Development Team Leadership Net Promoter Index (NPI)Service Desk Performance Customer Satisfaction Technical Support Customer issue resolution

Sr. Technical Associate

Wipro Limited

Jun 2006 - Present (19 years 2 months)

Monitored and resolved technical issues, enhancing user satisfaction. Assisted in optimizing team operations, improving workload management and efficiency.

training coordination Technical Issue Resolution User Satisfaction Team Operations Optimization Workload Management Efficiency Improvement Product Launch Support Knowledge Transfer ISP Support Customer Service Knowledge transfer

Education

Degrees, certifications, and relevant coursework

Delhi University

Bachelor of Commerce, Commerce

Completed a Bachelor of Commerce degree, focusing on business principles, accounting, and economics. Gained foundational knowledge in various aspects of commerce and trade.