Prashanth Raghupathy
Technical support engineer 2
Bangalore
Summary
Versatile and results-oriented professional with 13+ years of experience in multiple Industries. Proven ability to excel in multiple areas, Adept at learning new skills quickly, prioritizing tasks effectively, and collaborating within diverse teams. Highly motivated to leverage adaptability to contribute to a dynamic and challenging environment.
Overview
2026
2026
years of professional experience
1
1
Language
Work History
Technical Support Engineer 2 (Server + Certified)
Dell Technologies
Bangalore
09.2016 - Current
- Managing Small Medium Enterprise Servers
- Monitoring and tracking issues to ensure accurate resolution.
- Working in teams with Software / systems management / Resolution managers /GCC/GTT/Sales
- Keeping track of escalations handed over to concerned teams.
- Deep Knowledge about server hardware and troubleshooting.
- Deploying OS on servers like 2008, 2008 R2, 2012 R2 2016 Esxi and Linux.
- Thorough knowledge of RAID Technology and Troubleshooting
- Deep knowledge about Rack and Tower servers of Dell.
- Supporting pro support & pro support + customers for EMEA and NA region .
- Mentored junior members of the team on best practices in issue resolution techniques.
Technical Account Manager
Cisco Systems
- Handling Escalation tickets for webex related issues.
- Account manager for enterprise customers.
- Provisioning SaaS accounts.
- Collaborating with internal teams to ensure resolution for technical and Deployment issues
Floor Technical Lead
Infinite computer solutions
Bangalore
- Coaching the Agents for better performance
- Tracking and monitoring calls and daily performance of the agents
- Sending the agents performance reports to the managers and TLs
- Providing feedbacks for calls and issue resolutions
- Putting together daily and weekly performance reports for senior managers
- Process Management: Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
- Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines
- Customer Relationship Management: Mapping client’s requirements; identifying improvement areas & implementing measures to maximize customer satisfaction levels
- Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels
- Team Management: Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members
- Recruiting teams and determining training needs of employees to enhance their operational efficiency leading to increased productivity.
Senior Technical Support Executive
Infinite Computer Solutions
09.2012 - 05.2014
- Provided Technical support for US, UK, Canada and Australia for the following issues
- Operating systems starting from Win XP to Win 10 primarily installations Upgrade, Clean and parallel installations.
- Ownerships taken and Escalations handled to make sure issues are resolved
- No boot scenarios and BSODs
- Productivity software like MS Office Suite primarily Word, Excel and Outlook from version 2003 to 2013
- External peripherals primarily External hard drive, Routers, Modems and Printers
- Virus removals primarily for Malwares, Spywares, Rootkits and Ransomwares
- Optimization and OS tweaks for best performance of the computer
- Support provided through Remote control and Voice.
Technical Support Representative
Microland LTD
05.2012 - 09.2012
- Provided Technical support for US, UK, Canada and Australia for the following issues
- Configuration of Netgear Routers, Modems, Extenders, USB and Wireless LAN Adaptors.
- Troubleshooting of wired and wireless communication issues, Internet issues.
Education
Master of Science - Software Engineering
Sri Krishna Collage of Engineering And Technology
Coimbatore03.2012
Skills
- Maintaining the key parameters of the agents like AHT, CSAT and FCR
- Scrubbing RDR data for the team to find out process gaps
- Coaching the Agents for better performance
- Sending the agents performance reports to the managers and TLs
- Taking escalation calls and resolving them
- Providing feedbacks for calls and issue resolutions
- Handling any customer complaints and escalation
- Putting together daily and weekly performance reports for senior managers
- Liaising with the process management team to monitor the effectiveness of policies and practices
Personal Information
- Date of Birth: 01/26/89
- Gender: Male
Disclaimer
I, hereby declare that all the details furnished above are true to the best of my Knowledge. I assure that I will perform my duties to the best of my ability if I get employed in your esteemed organization.
Timeline
Technical Support Engineer 2 (Server + Certified)
Dell Technologies
09.2016 - Current
Senior Technical Support Executive
Infinite Computer Solutions
09.2012 - 05.2014
Technical Support Representative
Microland LTD
05.2012 - 09.2012
Technical Account Manager
Cisco Systems
Master of Science - Software Engineering
Sri Krishna Collage of Engineering And Technology
Floor Technical Lead
Infinite computer solutions
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