IT professional with extensive Tier2 support experience for business-critical applications (integrated with SAP) using ITSM incident management. Has driven process development (incl. knowledge management), supported SAP-related projects from the application perspective, and worked hands-on with SAP/ITSM/SharePoint (and related tools). Describes strong problem-solving, customer service, and communication skills, with notable impact on SharePoint adoption and knowledge-base improvement initiatives.