Venkatesh Hari Prasath
Chennai
Summary
Motivated and detail-oriented Technical Support Engineer with hands-on experience resolving hardware/software issues, handling tickets, and improving end-user experience in fast-paced SaaS environments. Skilled in using ticketing systems like Zendesk, performing remote troubleshooting, and assisting users with password resets, system configurations, and networking issues (VPN, DNS, TCP/IP). Adept at collaborating with engineering teams, writing support documentation, and delivering high-quality technical assistance with a strong focus on customer satisfaction and uptime. Currently pursuing CompTIA A+ and Google IT support certifications.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Technical Support Intern & Junior Developer
ReachEazy
Chennai
10.2024 - Current
- - Delivered first-level technical support for internal users and clients during alpha/beta testing phases of a SaaS platform
- - Used Zendesk to manage support tickets, perform diagnosis, document resolutions, and escalate critical issues
- - Resolved password reset, VPN access, DNS misconfiguration, and IP restriction problems
- - Assisted with software installations, onboarding, and troubleshooting on Windows and Linux systems
- - Maintained internal support documentation, FAQs, and contributed to self-service knowledge base
- - Collaborated with engineering teams to identify and fix backend bugs impacting authentication and account access
- - Participated in training sessions for new support tools and promoted best practices across the support team
- - Actively collected user feedback and improved customer experience by enhancing internal documentation
Education
M.C.A - Computer Applications
Bharathidasan University @ Bishop Heber College
Trichy04.2024
B.Sc - Computer Science
Madras University @ A.M. Jain College
Chennai04.2022
Skills
- Hard Skills:
- Technical Support
- Ticketing Systems (Zendesk, Notion)
- System Configuration
- Software Installation
- Password Resets
- VPN & DNS Troubleshooting
- TCP/IP
- System Monitoring
- Networking Concepts
- Remote Desktop
- Incident Management
- ITIL Fundamentals
- Information Technology
- Customer Service
- Diagnose & Resolution
- User Assistance
- Technical Documentation
- Chat Support
- Agile Tools (Jira)
- Technical Tools & Languages:
- Java
- Python
- Spring Boot
- Flask
- REST APIs
- MySQL
- MongoDB
- Git
- Postman
- Ngrok
- WAMP
- Amazon S3
- Windows & Linux OS
- Google Workspace
- MS Office
Certification
- CompTIA A+ (In Progress) – Focused on hardware, networking, troubleshooting, and IT support
- Google IT Support (In Progress)
- Hardware & Networking – Tamil Nadu Advanced Technical Training Institute (TATTI)
Projects
Secure & Scalable Medical Information System, Final Year Project – Python (Flask), MySQL, WAMP, - Designed a secure web-based system for storing and retrieving patient history to reduce redundant data collection, - Implemented robust system monitoring, user authentication, and secure data handling practices, - Focused on usability, data transparency, and real-time accessibility for healthcare professionals, - Demonstrated ability to build scalable solutions in a technical environment with large datasets
Certifications, Workshops & Activities
- - AI Tools Mastery Workshop – Learned productivity automation using ChatGPT & DALL-E 2 (Be10x)
- - Time Efficiency Training – Applied AI tools to reduce repetitive IT support tasks
- - Event Head – Paper Presentation, BOOTFETE 2K24
- - Completed internships at:
- - TechnoHacks EduTech (Python Development) – 4 weeks
- - Shisah Infosys Limited (Python Developer) – 2 months
- - Actively solving DSA problems on HackerRank & LeetCode
- - Former Rotaract Club Member
Timeline
Technical Support Intern & Junior Developer
ReachEazy
10.2024 - Current
M.C.A - Computer Applications
Bharathidasan University @ Bishop Heber College
B.Sc - Computer Science
Madras University @ A.M. Jain College