Prince Sharma
IT Operations & Support Specialist
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About
Service-oriented IT Operations & Support Specialist with over 5 years of experience in structured, compliance-driven environments. Technical expert in Windows 11, Microsoft 365, and Active Directory (Entra ID) with a background in troubleshooting mission-critical systems and supporting Tier-1 enterprise clients. Proven track record of maintaining a 4.9/5 satisfaction rating by combining technical proficiency with disciplined process adherence.
Experience
Customer Service & Operations Coordinator - MSC Mediterranean Shipping Company - Toronto, ON
(2025-09)
- Manage 700+ business-critical service requests for Tier-1 enterprise clients, adhering to strict service-level timelines (SLAs).
IT Operations & Business Intelligence Upskilling - Self-Directed / Google Technical Career Transition
(2025-04 - 2025-08)
- Completed Google IT Support and Google Business Intelligence Professional Certificates, mastering troubleshooting, system administration, and SQL data modeling.
- Developed a custom Power BI dashboard to analyze complex datasets, enhancing reporting and visualization capabilities.
- Conducted virtual labs in Microsoft Azure to deepen knowledge in cloud administration (VMs, Azure AD/Entra ID).
Customer Service & Operations Coordinator - PODS Storage Mobility - Winnipeg, MB
(2024-05 - 2024-11)
- Utilized Microsoft 365 and CRM tools to document technical issues and track requests, achieving a 97% resolution rate.
Information Technology Help Desk Support - Securitas Canada Brampton Dodge & Chrysler
(2019-12 - 2020-03)
- Provided Tier 1/2 support to 150+ employees, resolving 10–15 daily helpdesk tickets via ServiceNow with 95% satisfaction.
- Managed 200+ user accounts in Azure Active Directory and on-premises AD, reducing onboarding time by 20%.
- Performed root-cause analysis on network issues and maintained Office 365 environments, ensuring security compliance.
Customer Service & Operations Coordinator - Highway Motor Freight / Gpex Transport - Winnipeg, MB / St. Andrews, MB
(2020-03 - 2024-04)
- Coordinated 1,200+ time-sensitive deliveries across North America, optimizing routes via logistics software and Excel.
Help Desk Security Guard - Paragon Security - Toronto, ON
(2019-05 - 2019-11)
- Provided technical support for security system issues, alarms, and access control incidents.
Education
Diploma - Computer Programming - St. Lawrence College (2018-01 - 2019-04)
