Vinay Kumar Durgi VSN

Provided end-to-end technical support for Logitech customers (US and global), troubleshooting hardware, systems software, and applications via Zendesk chat and email while maintaining SLA and performance metrics above 80%. Created and managed tickets using device serials, leveraged internal knowledge to resolve recurring issues, and mentored team members.

Delivered end-to-end IT support to internal users across local and US locations using LogMeIn for remote troubleshooting, escalating software defects to developers and meeting SLA targets.

Managed Windows servers across data centers, diagnosed hardware and software issues using iLO and vendor coordination, performed memory dump analysis and ensured server performance and availability.

Administered ESXi and Hyper-V environments, deployed and migrated VMs (V2V/P2V) using Veeam, managed web hosting via Plesk/IIS and configured SSL/FTP/SFTP; maintained server security with McAfee ePO and Nagios monitoring. Ensured timely ticket resolution and compliance with SLAs.

Provided level-2 non-voice chat and remote Windows desktop support using Ninja, performed OS upgrades and data recovery, and led a 12-person team in the team lead's absence to maintain SLA and quality.

Delivered non-voice email support for international HP desktop and laptop customers, created service tickets using ASTRO, resolved OS and hardware issues, and coordinated bench repairs per warranty policies; recognized as top performer and received monthly awards.

Managed lab environments and delivered practical instruction, handling installation and configuration for daily class topics and maintaining inventory to support course delivery. Provided remedial classes and hands-on assistance to students as needed.

Served as lab admin and systems coordinator across multiple projects, providing IT support, network administration and project-specific technical assistance to ensure operational continuity. Managed infrastructure and supported project teams.

Trained and certified on VMware ESXi 5.0 and 5.1 and holds the VCA-DCV certification.

Holds CompTIA A+ and CompTIA Security+ certifications.

Certified in ITIL Foundation Framework.

Completed training on Windows Server 2008 and 2003, Red Hat Linux, and Cisco switches at ZOOM Technologies.

Received theoretical training on SAP BASIS and NetWeaver from a private technology institute.

Diploma in Computer Applications from SISI Institute (institute enlisted by the Government of India).

Honors Diploma in Computer Hardware and Network Engineering from BDPS (ISO-9001-2000 certified).

Secondary School Certificate (S.S.C.) from the Board of Secondary Education.