An ERP support professional with over 12 years of experience providing Tier 2-3 support for enterprise applications, primarily SAP and Infor Lawson. Strong expertise in incident management, in-depth troubleshooting, root cause analysis, and service restoration within global ITSM environments. Proven track record of managing high-severity incidents, coordinating cross-functional resolution efforts, and consistently meeting SLA and uptime targets. Recognized for improving day-to-day support processes, mentoring colleagues, and driving operational stability through effective problem and change management.
