SATENDRA SHARMA
Ghaziabad
Summary
Customer Excellence Professional with 8+ years of experience in customer relationship management, client support operations. Bridging the gap between technical support and strategic customer success. Strong background in managing customer expectations, resolving escalations, improving service delivery, and maintaining long-term client relationships.
Overview
10
10
years of professional experience
Work History
Client Support Specialist / Ms Exchange Engineer
Coforge Ltd.
06.2020 - 09.2023
- Managed customer requests, user onboarding, access provisioning, and license management.
- Troubleshooting user issues from exchange/outlook profiles to folders and shared permissions.
- Supported enterprise customers across multiple locations, acting as a key client contact for IT and service-related issues.
- Work to manage users and ‘Microsoft license and prepare report accordingly.
- Experience with Microsoft products including AD, Password reset. Multifactor authentication issues, MFA reset.
- Ensured SLA adherence, communicated updates during incidents, and coordinated with Microsoft and vendors to resolve escalated issues.
- Working closely with managed service provider and Microsoft support team.
Customer Support / IT Analyst
VLink India Pvt. Ltd.
01.2018 - 06.2020
- Handled day-to-day customer support operations for international clients.
- Achieved 95% first contact resolution while managing P1–P3 incidents.
- Maintained strong client relationships through proactive communication, issue follow-ups, and service improvement initiatives.
- Escalate problems to the appropriate internal or external resource and follow up to resolution.
- Attending calls and gives them support for their technical query (Dealing with AUNZ clients).
- Proactively talk with users to ensure their equipment is operating efficiently.
Customer Support Executive
Accenture Services Pvt. Ltd.
03.2014 - 05.2017
- Worked in service delivery and assurance roles, managing enterprise customer incidents and coordinating with internal teams to ensure timely resolution.
- Prepared reports, monitored SLAs, and supported continuous service improvement initiatives.
- Ownership of complete communication & coordination with internal teams & customer for project activities.
- Proactively escalating cases to higher management.
Education
Master of Computer Applications -
Uttar Pradesh Technical University
Bachelor of Science - Computer Science
B.R. Ambedkar University
Skills
Customer Relationship Management
Customer Success Operations
Client Support
Account Coordination
Escalation Management
SLA & CSAT Management
Stakeholder Communication
Incident & Request Management
IT Service Delivery
Vendor Coordination
Process Improvement
Reporting & Documentation
Timeline
Client Support Specialist / Ms Exchange Engineer
Coforge Ltd.
06.2020 - 09.2023
Customer Support / IT Analyst
VLink India Pvt. Ltd.
01.2018 - 06.2020
Customer Support Executive
Accenture Services Pvt. Ltd.
03.2014 - 05.2017
Bachelor of Science - Computer Science
B.R. Ambedkar University
Master of Computer Applications -
Uttar Pradesh Technical University
CAREER BREAK
Planned career break for personal responsibilities. Currently fully available and motivated to restart career in Customer Relationship, Client Support, and Customer Success roles.