PAVAN ACHAR
Bengaluru
Summary
Eight years of progressive experience at Dell Technologies, advancing from Technician to Technical Support Engineer within a high-paced support environment. Specializes in diagnosing complex technical issues across diverse platforms, and implementing large-scale virtualization upgrades (VCF on VxRail). Recognized for outstanding customer relationship management, effective team mentorship, and commitment to service excellence. Certified in CompTIA A+ and VMware vSphere.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Engineer 2
DELL TECHNOLOGIES
Bengaluru
04.2024 - Current
- Executed end-to-end (full-stack) Bill of Materials (BOM) upgrades and deployed customized patch updates for VMware Cloud Foundation (VCF) on VxRail environments.
- Managed proactive engagement with Dell/VMware Technical Support teams, serving as a liaison to ensure seamless resolution of complex issues across all upgrade phases.
- Diagnosed and resolved critical technical issues related to VCF and VxRail architecture, ensuring environment stability and minimizing customer downtime during maintenance windows.
- Applied advanced de-escalation techniques during challenging customer interactions, maintaining professional composure and fostering positive outcomes during critical project phases.
Technical Support Engineer 1
DELL TECHNOLOGIES
Bengaluru
02.2018 - 04.2024
- I progressed through multiple technical support roles (Technician, Senior Technician, Technical Support Engineer I) over a six-year tenure within the Client Solutions Group (CSG).
- Resolved complex hardware, software, and networking issues for global customers through multi-channel support (phone, chat, email), consistently achieving high customer satisfaction ratings.
- Applied advanced troubleshooting methodologies and utilized proprietary diagnostic tools to efficiently isolate and resolve technical problems during service interactions.
- Mentored and onboarded new technical support team members, delivering training on established processes, product knowledge, and best practices to accelerate team proficiency.
- Collaborated cross-functionally with internal engineering teams, business partners, and service teams to escalate and resolve complex, high-impact customer cases.
- Ensured strict adherence to process-oriented policies and procedures to maintain consistent service delivery standards, and operational efficiency.
Technical Support Associate 1
CONVERGYS SERVICES PVT LTD
07.2016 - 10.2017
- Worked as a Technical Support and Escalation Agent, I had gained extensive skills in installing, configuring, activating, and troubleshooting various Microsoft products, such as Windows, MS Office, Office 365, Outlook, MS Exchange, and Azure.
- I was committed to providing a high-quality, customer-focused professional service that meets the needs and expectations of the business.
- Grasped the skills to communicate technical computer information to nontechnical audiences.
Education
Bachelors in engineering (B.E) - Industrial Engineering & Management
JSS Academy of Technical Education
Bengaluru01.2016
Skills
- CompTIA A certification achieved
- Completed VMware vSphere 8x certification (2V0-2123)
- Dell Prompt Engineering Achievement
- Strong virtualization foundation
- Cloud computing and storage knowledge
- VMware Cloud Foundation
- NSX basic diagnostics
- vSphere 7x and 8x
- VxRail Manager and ESXi host diagnostics and troubleshooting
Certification
• NA Server Sikshana Programme, 2021
• TSR Academy 2.0, 2022
• CompTIA A+ certified, 2024
• Dell Prompt Engineering Achievement 2025
• VMware vSphere 8.x Professional 2V0-21.23 2025
• TSR Academy 2.0, 2022
• CompTIA A+ certified, 2024
• Dell Prompt Engineering Achievement 2025
• VMware vSphere 8.x Professional 2V0-21.23 2025
Disclaimer
I hereby declare that the above-furnished information is true to the best of my knowledge and belief.
Timeline
Technical Support Engineer 2
DELL TECHNOLOGIES
04.2024 - Current
Technical Support Engineer 1
DELL TECHNOLOGIES
02.2018 - 04.2024
Technical Support Associate 1
CONVERGYS SERVICES PVT LTD
07.2016 - 10.2017
Bachelors in engineering (B.E) - Industrial Engineering & Management
JSS Academy of Technical Education