Communication and relationship management characterise my approach to delivering ICT support to my colleagues. As an ICT Support Engineer, I‘ve found that the relationships that I have fostered have enabled me to better understand the needs and expectations of the clients which then allows me to provide more effective, tailored support. I am skilled at explaining complex technical information in easy to understand language with a focus on teaching, providing information and encouraging staff to ask questions, seek support and attain advice with regards to their technology needs. I have extensive skills in project management and planning, encompassing budget management, setting milestones, progress monitoring and reporting. I have successfully delivered each project I’ve managed on time, on spec and on budget across a variety of projects varying from software migration to developing packages with App-V. Being able to effectively manage resources has also been key to my success, with a focus on managing labour costs and hours spent, researching the most cost-effective and best value-for-money options for new technology solutions within the organisation, and keeping a tight rein on the budget. I am an innovative problem solver and as such I have found that I am a natural diagnostician. I take a systematic approach to troubleshooting technical issues and I am able to work successfully both on my own and collaboratively with others to build tailored solutions using a variety of diagnostic tools.Technological Proficiencies:Process flows & call tracking tools: ITIL | Incident management service processes | Central.Various Software: MS Office| VMware applications | Anti-virus programs | SEQTA | Synergetic | Camtasia | Starboard | Sybelius | Auralia | SCCM2012/2016 | Microsoft Application Virtualisation App-V. Hardware: PCs | Laptops | Telephony systems | Printers | Routers | Modems.