I work as a Desk-side 2nd Line IT Support Technician at the University of Plymouth, specialising in resolving advanced software and hardware issues, deploying hardware, and ensuring seamless network connectivity for end users. With a strong foundation in both technical and interpersonal skills, I am adept at solving complex problems and ensuring seamless IT operations.Key Projects and Achievements:• Apple Mac Fleet Coordination: Managed hardware and utilised JAMF endpoint management to maintain a smooth-running fleet, ensuring user satisfaction. Led software deployment through IT change management processes, ensuring compliance and quality assurance.• Software Packaging Expertise: Developed and packaged software for network installations via SCCM, including substantial applications like Visual Studio and R. Streamlined installation processes, minimised disruptions, and coordinated user acceptance testing.I am proud of my skillset, using both analytical and intuitive problem-solving abilities in my work. This allows me to diagnose and resolve issues efficiently while maintaining a strategic perspective, ultimately solving users’ and organisational problems.In addition to my technical skills, I hold a degree in Psychology, which enhances my understanding of human behaviour and improves my ability to communicate effectively with users and stakeholders. I also achieved a master’s degree in Psycho-Social Research Methods, where I developed deep qualitative and quantitative research analytical skills. This unique combination of skills enables me to analyse user needs and behaviours more effectively, provide exceptional support and training, and ensure user satisfaction while fostering a collaborative IT environment.I am committed to continuous learning, developing my skills, and staying updated with the latest industry trends and technologies to take on new challenges.