A highly meticulous, enthusiastic and a result driven IT professional aspiring to build a long-time career in IT Service Desk roles. Over years of experience, I bring to the table strong knowledge of managing the inbound phone queues and ticketing system, owning firm competence in resolving highly complex tickets which includes, but are not limited to software and hardware troubleshooting, installing software, establishing and maintaining users in AD and MS Exchange with expelled confidence and without any discrete supervision. My expertise and knowledge in various areas includes maintenance and management of Active Directory, Windows 10, Operating system, Microsoft Office Suite, SQL, SCCM, data structures, algorithms and advanced database management skills. Directed by my current work role, I aspire to bring along my strong leadership skills and team collaborative skills. I am confident in my words enough to influence and make better relationship with the team, clients and the stakeholders. I have demonstrated strong communication, negotiation and analytical skills where I can influence others to contribute on the decided goals. Being an Independent and a proactive person, I often try to take initiatives in my work and be a constant learner at every stage. I have also demonstrated high competence in working with complex firm structure with proven abilities to motivate peers to achieve same objectives. Demonstrated experience in eliciting and documenting functional and nonfunctional requirements in clear, concise and unambiguous way. My strengths lie in handling complex issues with professionalism, whilst maintaining the relationship with the clients. To develop a prototype for a car park company located in the heart of Melbourne city, where customers can book their parking spots online prior to their arrival. Tools and techniques used: AGILE methodology, SDLC Cycle, change management process, Gantt chart, work breakdown structure, risks management Duties: As a group of three, I acted as a Business Analyst for the team. My main duties were to analyze the current problems of the parking situation in Melbourne. I then had to assess what process can be used to improve the situation. I used Agile methodology to report progress updates, along with using SDLC cycle for project management. As a team, we decided how to proceed and I was responsible for all documentation, including Gantt chart, and work breakdown structure, and details on the prototype.