IT Technical Support Analyst with overall 5+ years’ experience in IT industry. Hands-on skill in the successful implementation of highly effective helpdesk operations and the cost-effective management of various customers and technical support strategies. Capable to analyze critical support requirements, identify deficiencies and potential opportunities, and develop solutions of increasing reliability and improving productivity for the company. A broad understanding of computer hardware and software, including installation, configuration, management, troubleshooting and support. I enjoy working on the field of IT and working with other professionals (most of my colleagues finds me very friendly, easy to approach and dependable). Knowledge of Microsoft servers and business products like Outlook, OCS etc., Routers, LAN and WAN systems, NetWare, Lotus Notes. SAP / UNIX / Oracle experience. Familiar with SAP/ Oracle database structure and basic administration task, including the structure & function of each module. Working experience of problem management system, for e.g. Tivoli Service Desk, Magic etc. Understand certain languages, including: PHP, C++, Java, C, SQL