Ashish Kumar Niddana
Visakhapatnam
Summary
Senior Technical Support Engineer with extensive experience at Dell Technologies, specializing in diagnosing complex hardware and software issues. Proficient in Active Directory management and network configuration, effectively resolving escalated technical challenges. Recognized for enhancing system performance and delivering exceptional client support in high-pressure environments. Solutions-focused IT Support Engineer with expertise in network troubleshooting, system security enhancements, and cloud service management.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer
Dell Technologies
04.2025 - Current
- Provide end-to-end technical support for US-based clients via voice, email, and chat.
- Diagnose and troubleshoot hardware, software, and OS issues including Windows installations, Active Directory, and IP configuration.
- Manage technical escalations, resolving complex issues related to LAN, routers, switches, and networking setups.
- Collaborate with cross-functional teams to ensure the timely resolution of client issues, adhering to SLAs.
- Manage user access and security policies through Active Directory, and maintain system stability and performance.
- Prepare detailed Excel reports for performance tracking, including call resolutions, and ticketing system updates.
- Evaluated third party products prior to purchase or installation in order to determine their suitability for use within the organization's environment.
- Diagnosed complex technical issues by performing root cause analysis utilizing available resources such as log files or application traces.
- Provided technical support to customers by responding to inquiries, troubleshooting hardware and software issues, and resolving problems in a timely manner.
- Monitored performance of servers, networks, and applications to ensure optimal uptime and availability of services.
Technical Support Engineer
Pro-vigil Surveillances
Visakhapatnam
03.2021 - 04.2022
- Delivered technical assistance for software, networking, and hardware issues through voice and non-voice processes.
- Prepare detailed Excel reports for performance tracking, including call resolutions and ticketing system updates.
- Managed system installations, configurations, and remote troubleshooting of Windows environments.
- Assisted in the configuration and setup of networking equipment, including routers and switches.
- Provided remote support for users experiencing issues with Microsoft Office applications and related.
- Documented issue resolutions and created knowledge base articles to streamline support processes.
Education
Bachelor of Business administration - Human Resources Management
Andhra University
Visakhapatnam03-2019
Skills
- Windows 10 and 11
- Windows and Linux operating systems
- Network configuration
- Cisco networking equipment
- Active Directory management
- Microsoft Office 365 suite
- Remote desktop support
- Service desk tools
- PowerShell scripting
- ITIL framework principles
- Incident and change management
- System administration
- Technical documentation
- Data backup and recovery
- Operating system expertise
- Hardware diagnostics
- Troubleshooting and diagnosis
Certification
- ITIL Certified, Expertise in IT service management processes.
- Cisco Certified Network Associate (CCNA), In-depth knowledge of networking fundamentals.
- Microsoft Certified IT Professional (MCITP), Proficient in Windows systems and Microsoft technologies.
- Power BI Certification, Experience in data analytics and reporting.
- Artificial Intelligence Course (Dell Technologies), Basic AI and automation knowledge for IT processes.
- Microsoft Excel 2013 Advanced, Proficient in advanced Excel functions for data analysis.
- Networking and troubleshooting advanced certification by Skillsoft
Core Competences
- Technical troubleshooting: expert in resolving hardware, software, and network issues, minimizing downtime; system administration:
- Proficient in managing Windows, Linux, macOS, Active Directory, and system updates; IT infrastructure:
- Skilled in configuring servers, networks, and cloud systems (AWS, Azure); customer service: deliver clear, timely support, ensuring high user satisfaction
- Cybersecurity: implement security protocols, and ensure policy compliance; project coordination
- Support IT projects such as upgrades and migrations, meeting deadlines
Languages
English
First Language
Hindi
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Accomplishments
- Best Customer Satisfaction Achiever (2023): awarded for reducing system downtime by 30% and achieving a 98% score for the year
- IT Excellence Award (2022): Led helpdesk system migration, improving response times by 25%
- Certified IT Support Professional (2021)
- Earned CompTIA/Microsoft certification for advanced expertise
- Team Leadership Recognition (2024)
- Completed Generative AI and Prompt Engineering certification through the Perception learning and LinkedIn learning
- Mentored the teammates and new joiners, boosting efficiency by 40%
- Innovation in IT Award (2023): Implemented automated backups, saving 15 hours weekly
- Completed the project management certification by Dell Technologies in 2025
- Generative AI certification from Microsoft in 2025
- Helped implement cost reduction for the company by suggesting the best practices in the technical department for dispatches and hardware replacement, for which I was awarded the Bravo Award
Timeline
Senior Technical Support Engineer
Dell Technologies
04.2025 - Current
Technical Support Engineer
Pro-vigil Surveillances
03.2021 - 04.2022
Bachelor of Business administration - Human Resources Management
Andhra University
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