Prince Sharma

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.

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