Vipul Kumar Sharma
Summary
Customer Support Executive & Technical Analyst with 3+ years of experience in enterprise IT support, Microsoft 365 administration, Active Directory operations, CCNA-level networking, and AWS cloud fundamentals. Experienced in supporting secure, compliance-driven environments and US-based clients.
Overview
4
4
years of professional experience
4038
4038
years of post-secondary education
1
1
Certificate
Work History
Customer Support Executive
Oceaneering Company
09.2023 - Current
- Enterprise IT supports US-based clients through calls, chat, and email
- Incident logging, prioritization, escalation, and SLA tracking using ServiceNow
- Support for Microsoft 365 applications and user access-related issues
- Hands-on involvement in Windows 11 migration projects
- Exposure to GCC-High secure environments following US compliance standards
- Assistance with Mimecast email security and filtering issues
- Collaboration with Infrastructure, Security, and Compliance teams
- Maintained detailed documentation and ensured customer satisfaction
- Role Overview: Operate in a compliance-driven enterprise environment, delivering end-to-end technical support, ensuring data security, and working with global IT teams to resolve complex user issues efficiently.
Customer Support Executive
Cnergy’s Info Tech
04.2022 - 09.2023
- Delivered multi-channel customer support (voice, email, chat)
- Resolved technical and service-related issues, ensuring adherence to defined SLAs
- Built strong customer relationships and conflict-resolution skills
- Maintained comprehensive ticket documentation and communication logs to support team collaboration
- Cultivated strong customer relationships and enhanced conflict-resolution skills
- Role Overview: Developed strong fundamentals in customer communication, problem resolution, and ticket-based support operations in a fast-paced service environment.
Education
MBA - HR & Marketing
Kurukshetra University
B.Tech -
Kurukshetra University
Skills
- CCNA : (TCP/IP, OSPF, EIGRP), hardware (routers, switches, firewalls), and software tools (Wireshark, Cisco Packet Tracer)
- Active Directory : Knowledge in AD architecture and infrastructure (LDAP, Directory Replication, group policy, security, schema changes, etc)
- Knowledge and troubleshooting skills for Group Policy on local workstations and servers
- AWS : EC2, S3, RDS, Lambda, and Cloud Formation
- MS365 : One drive, Outlook, Excel, MS PRoject license
Timeline
Customer Support Executive
Oceaneering Company
09.2023 - Current
Customer Support Executive
Cnergy’s Info Tech
04.2022 - 09.2023
MBA - HR & Marketing
Kurukshetra University
B.Tech -
Kurukshetra University
Certification
- AWS Certified
Languages
English
Beginner
A1
Languages
- English, Full Professional Proficiency
- Hindi, Full Professional Proficiency
Certifications And Internship
- Industrial Training - MERN Stack, Excellence Technology, Mohali, 05/01/23 - 10/31/23
- Technical Workshop on Internet of Things (IOT), 2 weeks
- Web Development Internship, 01/01/24 - 07/31/24
Professional Highlights
- Improved customer satisfaction by 25%
- Team leadership experience (10 members)