SHASHI KUMAR KV profile photo 2 on Tal
SHASHI KUMAR KV profile photo 1 on Tal
SHASHI KUMAR KV profile photo 2 on Tal
SHASHI KUMAR KV profile photo 1 on Tal

SHASHI KUMAR KV

Cloud Service Engineer | Cloud Services | Cloud Computing | AI & Machine Learning | Automation | M.Tech (AI & ML) @ BITS Pilani WILP

Bengaluru

3+ years of work experience

ChargePoint
Jun 20266 mosPresent

As a Cloud Service Engineer, I manage end‑to‑end troubleshooting across software and network environments, ensuring high availability and seamless customer experience. My responsibilities include root‑cause analysis, incident resolution, and escalation management, supported by tools such as Jira, Confluence, Salesforce, Tableau, Genesys Cloud, and Slack. I monitor Kafka lag, WebSocket connections, and system performance metrics, while documenting incidents with clear, structured reports. I thrive in fast‑paced environments, balancing technical depth with customer orientation. My focus is on workflow optimization, proactive problem‑solving, and delivering scalable solutions that align with business goals.
ChargePoint
Mar 20242 yrs 3 mosMay 2026

Serve as the primary point of contact for enterprise customer technical issues, owning cases end-to-end and achieving consistent resolution within agreed SLA timeframes. Diagnose and resolve software, hardware, network configuration, and account setup issues across EV charging infrastructure platforms. Conduct targeted root-cause analysis by asking structured diagnostic questions, reducing average resolution time and improving first-contact resolution rates. Manage multi-priority issue queues simultaneously, triaging and escalating unresolved problems to engineering teams with comprehensive documentation. Engage with clients via phone, email, and live chat, providing step-by-step guidance and ensuring IT systems are fully functional post-troubleshooting. Document technical knowledge, FAQs, and resolution procedures in Confluence to build team knowledge base and reduce repeat ticket volume. Collaborate with software developers on bug reports and issue tracking via Jira, contributing to faster product fixes and improved user experience. Leverage Salesforce CRM to log, track, and report on customer interactions and issue trends; create performance dashboards in Tableau for management review.
CMTI - Central Manufacturing Technology Institute
Sep 20236 mosFeb 2024

Contributed to the Smart Manufacturing Demo and Design Cell (SMDDC) by developing a customized web dashboard to display real-time manufacturing data. Built interactive data visualizations using HTML, CSS, Bootstrap, JavaScript, jQuery, Ajax, Chart.js, Google Charts, and Highcharts. Led frontend development for the Overall Equipment Effectiveness (OEE) project in collaboration with Utthunga Technologies Pvt. Ltd.

SHASHI’s AI Stack

claude code
claude code
lovable
lovable
openai
openai
Adobe Firefly
Adobe Firefly
Langflow
Langflow
Microsoft Copilot
Microsoft Copilot

Education

Acharya

Bachelor's degree, Computer and Information Sciences and Support Services

Acharya

20194 yrs2023

Pre university (10+2), Biology/Biological Sciences, General

Bgs pu college

20172 yrs2019

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Headline

Cloud Service Engineer | Cloud Services | Cloud Computing | AI & Machine Learning | Automation | M.Tech (AI & ML) @ BITS Pilani WILP

About

I work as a Cloud Service Engineer, helping organizations deliver reliable, secure, and scalable cloud services while ensuring operational excellence and seamless customer experiences. My background includes experience in cloud operations, monitoring, troubleshooting, and technical problem-solving, combined with a strong passion for automation and continuous improvement. I enjoy solving complex cloud challenges and building solutions that improve reliability and efficiency. Alongside my professional experience, I am pursuing an M.Tech in Artificial Intelligence & Machine Learning at BITS Pilani (WILP) to deepen my expertise in cloud technologies, AI, and intelligent automation. I believe the best technology is reliable, scalable, and focused on delivering value. I am continuously learning cloud platforms, AI, automation, and emerging technologies to build impactful solutions. Core Skills: Cloud Services • Cloud Computing • Automation • AI & Machine Learning • Monitoring • Linux • Problem Solving I’m always open to connecting with cloud professionals, technology communities, and opportunities to collaborate on innovative cloud and AI projects. 📩 Feel free to connect with me here on LinkedIn.

Location

Bengaluru

AI stack

claude code

lovable

openai

Adobe Firefly

Langflow

Microsoft Copilot

Work experience

Cloud service engineer at ChargePoint, Jun 2026 - Present · 6 mos, As a Cloud Service Engineer, I manage end‑to‑end troubleshooting across software and network environments, ensuring high availability and seamless customer experience. My responsibilities include root‑cause analysis, incident resolution, and escalation management, supported by tools such as Jira, Confluence, Salesforce, Tableau, Genesys Cloud, and Slack. I monitor Kafka lag, WebSocket connections, and system performance metrics, while documenting incidents with clear, structured reports. I thrive in fast‑paced environments, balancing technical depth with customer orientation. My focus is on workflow optimization, proactive problem‑solving, and delivering scalable solutions that align with business goals.

Technical Engineer at ChargePoint, Mar 2024 - May 2026 · 2 yrs 3 mos, Serve as the primary point of contact for enterprise customer technical issues, owning cases end-to-end and achieving consistent resolution within agreed SLA timeframes. Diagnose and resolve software, hardware, network configuration, and account setup issues across EV charging infrastructure platforms. Conduct targeted root-cause analysis by asking structured diagnostic questions, reducing average resolution time and improving first-contact resolution rates. Manage multi-priority issue queues simultaneously, triaging and escalating unresolved problems to engineering teams with comprehensive documentation. Engage with clients via phone, email, and live chat, providing step-by-step guidance and ensuring IT systems are fully functional post-troubleshooting. Document technical knowledge, FAQs, and resolution procedures in Confluence to build team knowledge base and reduce repeat ticket volume. Collaborate with software developers on bug reports and issue tracking via Jira, contributing to faster product fixes and improved user experience. Leverage Salesforce CRM to log, track, and report on customer interactions and issue trends; create performance dashboards in Tableau for management review.

Frontend Developer at CMTI - Central Manufacturing Technology Institute, Sep 2023 - Feb 2024 · 6 mos, Contributed to the Smart Manufacturing Demo and Design Cell (SMDDC) by developing a customized web dashboard to display real-time manufacturing data. Built interactive data visualizations using HTML, CSS, Bootstrap, JavaScript, jQuery, Ajax, Chart.js, Google Charts, and Highcharts. Led frontend development for the Overall Equipment Effectiveness (OEE) project in collaboration with Utthunga Technologies Pvt. Ltd.

Education

Bachelor's degree, Computer and Information Sciences and Support Services, Acharya

Pre university (10+2), Biology/Biological Sciences, General, Bgs pu college

Public links

youtube.com: https://youtube.com/@shashishorts