Hi, I’m
Vinay S
Senior Technical Support SME / Escalation Specialist
Bangalore
Summary
Experienced senior technical support SME with 15 years in enterprise Windows systems support, including laptops and desktops. Skilled in advanced diagnostics, RAID troubleshooting, and crash dump analysis with WinDbg. Proven track record in mentoring, reducing escalations, and enhancing resolution quality through effective collaboration with engineering and product teams.
Overview
22
years of professional experience
2
Certifications
1
Language
Work History
Dell Technologies
Centralized Technical Expert (L2 / Escalations)
07.2013 - 02.2025
Job overview
- Served as a centralized escalation point for complex hardware and OS issues across laptops, desktops, and workstations. Provided real-time guidance to global L1 teams, performed RAID troubleshooting and WinDbg crash analysis, collaborated with engineering teams, and mentored frontline agents to reduce repeat issues.
Convergys
Technical Support (AT&T U-Verse)
01.2012 - 11.2012
Job overview
- Provided technical support for broadband and IPTV services. Diagnosed connectivity, hardware, and configuration issues while maintaining strong customer satisfaction.
Aditya Birla Minacs
Parallels Desktop Technical Support
07.2010 - 09.2011
Job overview
- Supported installation and troubleshooting of Parallels Desktop virtualization software, assisting customers with OS compatibility, configuration, and performance issues.
Aegis (AOL Dial-up Services)
Technical Support Executive
06.2008 - 05.2010
Job overview
- Delivered end-user technical support and handled escalations, consistently recognized for reliability and issue ownership.
Advanced Computers, Mysore
Computer Instructor
09.2005 - 04.2008
Job overview
- Trained students in computer fundamentals, operating systems, and applications. Developed course materials and conducted practical labs.
Hinduja TMT
Claim Processing Executive
06.2003 - 07.2005
Job overview
- Processed insurance claims with accuracy and adherence to quality and compliance guidelines.
Education
KLE CollegeBangalore
Pre-University Course (PUC)
National CollegeBangalore
Bachelor of Science
University Overview
Incomplete
New Public High SchoolBangalore
10th Standard
Skills
Driver analysis proficiency
Crash dump analysis
RAID management
System performance tuning
Technical troubleshooting
Mentorship and training Process enhancement strategies
Knowledge base development
Certification
Dell Gen AI Foundations
Additional Information
Availability: Immediate
Timeline
Centralized Technical Expert (L2 / Escalations)
Dell Technologies
07.2013 - 02.2025
Technical Support (AT&T U-Verse)
Convergys
01.2012 - 11.2012
Parallels Desktop Technical Support
Aditya Birla Minacs
07.2010 - 09.2011
Technical Support Executive
Aegis (AOL Dial-up Services)
06.2008 - 05.2010
Computer Instructor
Advanced Computers, Mysore
09.2005 - 04.2008
Claim Processing Executive
Hinduja TMT
06.2003 - 07.2005
KLE College
Pre-University Course (PUC)
National College
Bachelor of Science
New Public High School
10th Standard