SPS Prasad
@sprasad
Experienced Capability and Development Lead specializing in NPI/NSI operations.
IndiaWhat I'm looking for
With over 18 years of experience in the technology sector, I have honed my skills as a Capability and Development Lead, particularly in NPI/NSI operations at Hewlett Packard Enterprise. My expertise lies in business process improvement, project management, and cross-functional team collaboration. I have successfully led initiatives that enhance service quality and operational efficiency, ensuring that all products and services are launched seamlessly.
Throughout my career, I have been recognized for my ability to manage teams effectively, overseeing the performance and skill development of engineers. I have implemented strategic plans that streamline support processes and improve efficiency, resulting in significant enhancements in key performance metrics. My commitment to continuous learning and development has driven me to lead training initiatives that prepare teams for future challenges.
I am passionate about leveraging my experience in resource planning and operational readiness to contribute to innovative projects. My goal is to continue driving excellence in service delivery while fostering a culture of collaboration and growth within my team.
Experience
Work history, roles, and key accomplishments
NPI/NSI/NOI Lead
Hewlett Packard Enterprise
Nov 2021 - Present (3 years 8 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
Subject Matter Expert (SME), Team Lead
Hewlett Packard Enterprise
Jan 2017 - Present (8 years 6 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.
Technical Solution Consultant
Hewlett Packard Enterprise
Mar 2013 - Present (12 years 4 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.
Sr. Technical Associate
Dell International Company Pvt. Ltd.
Nov 2008 - Present (16 years 8 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.
Sr. Technical Associate
Wipro BPO
Apr 2006 - Present (19 years 3 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.
Education
Degrees, certifications, and relevant coursework
DUDelhi 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.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
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