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Venu V Vardhan
Bangalore
Work Preference
Summary
Results-driven Technical Support Engineer with 6 years in enterprise infrastructure and IT support. Skilled in diagnosing complex technical issues and delivering high-level troubleshooting for global clients. Specializing in server infrastructure and remote management, with a focus on enhancing Unified Communications. Experienced in managing critical incidents and maintaining knowledge bases to ensure effective 24/7 support.
Overview
6
6
years of professional experience
Work History
Sr. Technical Support Engineer
Dell International Pvt. Ltd.
Bengaluru
03.2022 - 09.2025
- Acted as the primary technical point of contact for enterprise clients, resolving complex hardware and connectivity faults and improving system reliability and client satisfaction.
- Managed critical incidents for PowerEdge environments, utilizing remote management tools to diagnose and resolve system-level issues, minimizing need for onsite intervention.
- Served as a first-level escalation point within the technical support centre, coordinating with higher-level engineering teams to achieve resolution.
- Achieved 98% SLA compliance while maintaining accurate documentation in CRM/ticketing systems.
- Provided end-to-end communication to customers, ensuring transparency and high customer satisfaction (CSAT) scores.
Technical Support Engineer
Concentrix Pvt. Ltd.
Bengaluru
01.2021 - 03.2022
- Delivered L2 technical support for Lenovo enterprise systems, enhancing diagnostic accuracy and expediting issue resolution.
- Pivoted from hardware support to handling critical escalations, improving client resolution times by 20%.
- Guided junior engineers on troubleshooting workflows and customer communication standards, fostering team development.
- Performed regular follow-ups and documented feedback, strengthening internal knowledge management base.
- (Client: Lenovo)
Computer Hardware & Technical Support Engineer
HALSYS Intelligent IT Solutions
Bengaluru
11.2019 - 01.2021
- Diagnosed and resolved network connectivity issues (LAN/WAN) and OS-level faults, minimizing downtime for users.
- Configured and maintained IT infrastructure, enhancing reliability of network endpoints and desktop systems.
- Supported diverse end-users via voice and chat, ensuring clear, non-technical communication for complex technical issues.
Education
Bachelor of Engineering - Computer Science
Mewar University
01-2019
Diploma - Computer Science
Mewar University
01-2016
Skills
- Network Troubleshooting
- TCP/IP
- DHCP
- LAN/WAN
- VPN
- Network Configuration
- Ethernet
- Windows
- Linux
- Mac OS
- Server Management
- Remote Server Access
- Endpoint Diagnostics
- Hardware Diagnostics
- Video Conferencing
- Microsoft Teams
- Zoom
- SIP
- Incident management
- Root cause analysis
- Level 1 escalations
- Customer Support Tools
- ServiceNow
- Ticketing systems
- Salesforce
- Customer Relationship Management
- Ticketing systems
- Customer Relationship Management
Accomplishments
- Top Performer Award, Dell
- Consistently resolved 98% of high-priority cases within SLA.
- Reduced downtime by 20% by implementing more efficient remote diagnostic workflows.
- Mentored 15+ engineers on advanced troubleshooting and customer relationship management.
Languages
- English, Fluent
- Hindi, Fluent
- Kannada, Fluent
- Telugu, Fluent
- Tamil, Beginner
- Marathi, Beginner
Timeline
Sr. Technical Support Engineer
Dell International Pvt. Ltd.
03.2022 - 09.2025
Technical Support Engineer
Concentrix Pvt. Ltd.
01.2021 - 03.2022
Computer Hardware & Technical Support Engineer
HALSYS Intelligent IT Solutions
11.2019 - 01.2021
Bachelor of Engineering - Computer Science
Mewar University
Diploma - Computer Science
Mewar University