TeKnowledge Global Ltd. (Formerly Tek Experts)

Support Engineer 2

October 2024 - Current

As a Support Engineer 2 at TeKnowledge, I provide advanced technical support for Microsoft Teams, specializing in diagnostics, escalation workflows, and resolution strategies. My role involves deep troubleshooting across user environments, leveraging both product expertise and AI-powered tools like Copilot to identify root causes and deliver efficient solutions.

I manage support cases using Microsoft Dynamics (DfM), ensuring continuity through detailed documentation and timely follow-ups. My work contributes directly to the development of internal knowledge bases, helping streamline future case handling and improve team-wide resolution rates.

Key contributions include:

• Advanced Troubleshooting: Diagnosed and resolved complex Teams issues involving connectivity, permissions, and integration with other Microsoft 365 services.

• Documentation Excellence: Authored clear, actionable case notes and technical findings to support cross-team collaboration and knowledge sharing.

• AI Integration: Used Copilot to accelerate issue triage, recommend fixes, and reduce time-to-resolution across multiple support tiers.

• Workflow Optimization: Monitored ticket queues, prioritized escalations, and ensured SLA compliance through proactive case management.

• Cross-Functional Collaboration: Partnered with engineering and escalation teams to resolve high-impact cases and improve customer satisfaction.

This role has sharpened my ability to deliver reliable, user-focused support in enterprise environments, while staying agile in the face of evolving technologies and customer needs.

Academy School District 20

District Technology Technician

August 2019 - November 2023

As a District Technology Technician for Academy School District 20, I provided comprehensive IT support across multiple campuses, ensuring that both staff and students had reliable access to technology in their learning environments. My role spanned hardware repair, software troubleshooting, inventory management, and audiovisual support, all delivered with a focus on minimizing disruption and maximizing uptime.

I was responsible for diagnosing and repairing devices across diverse platforms, including Windows laptops, desktops, and peripheral hardware including 3D printers, laser cutting machine, and other STEM technologies. Using HappyFox, I managed support tickets efficiently, tracked recurring issues, and maintained detailed records to support long-term infrastructure planning.

Key contributions include:

• Device Repair & Diagnostics: Repaired and maintained hundreds of student and staff devices, ensuring quick turnaround and minimal classroom downtime.

• Asset Management: Tracked inventory across multiple sites, documented lifecycle data, and supported district-wide hardware refresh initiatives.

• Classroom Technology Support: Installed and maintained audiovisual systems, projectors, and smart boards for instructional use and school events.

• Tier 1 & Tier 2 Software Support: Provided hands-on assistance with district-approved applications, including installation, updates, and troubleshooting.

• Knowledge Sharing: Created and maintained repair documentation in OneNote to support team continuity and onboard new technicians.

This role deepened my understanding of educational technology environments and reinforced my commitment to responsive, user-centered support. I became a trusted resource for teachers, administrators, and students alike—ensuring that technology enhanced learning rather than disrupted it.

Academy School District 20

Custodial Rover

April 2019 - August 2023

As a Custodial Rover for Academy School District 20, I provided flexible, district-wide custodial support across multiple school sites and administrative buildings. My role required adaptability, attention to detail, and a strong commitment to maintaining safe, clean, and functional environments for students, staff, and the community.

Key responsibilities included:

• Facility Cleaning & Sanitization: Performed daily cleaning tasks including sweeping, mopping, vacuuming, dusting, and disinfecting surfaces in classrooms, restrooms, cafeterias, gyms, and common areas.

• Trash & Waste Management: Removed and disposed of trash and recycling materials from indoor and outdoor spaces, ensuring cleanliness and compliance with district standards.

• Weather Response: Removed snow and ice from walkways and entrances to ensure safe access during winter months.

• Event Setup & Support: Set up and broke down furniture, equipment, and staging for school events, meetings, and special functions.

• Safety & Security Checks: Monitored building systems and assisted with emergency shut-offs for water, electrical, and HVAC as needed.

• Hazard Cleanup: Safely cleaned and disposed of hazardous materials including bodily fluids, spills, and other biohazards in accordance with district protocols.

• Cross-Site Coverage: Provided custodial coverage across multiple locations, adapting quickly to different building layouts, staff needs, and schedules.

• Emergency & Drill Support: Participated in safety drills and responded to real-life scenarios to support staff and students during emergencies.

• Inventory & Supplies: Maintained custodial supply levels and ensured proper storage and usage of cleaning materials and equipment.

This role demanded a high level of independence, reliability, and professionalism. I consistently met performance standards, attended required safety trainings (including SDS and blood-borne pathogen protocols), and contributed to a positive, well-maintained learning environment across the district.

Falcon District 49

Support Sub

March 2018 - November 2018

As a Support Substitute for Falcon School District 49, I provided flexible, on-demand assistance across multiple school sites, adapting to a variety of roles based on daily staffing needs. This position required rapid onboarding into new environments, strong interpersonal skills, and the ability to deliver consistent support in custodial, clerical, and instructional capacities.

Key responsibilities included:

• Custodial Support: Performed cleaning and maintenance tasks including classroom sanitation, restroom upkeep, trash removal, and general facility care to ensure safe and welcoming learning environments.

• Secretarial Duties: Assisted front office staff with phone coverage, visitor check-ins, document handling, and basic administrative tasks. Maintained confidentiality and professionalism in high-traffic settings.

• Paraprofessional Assistance: Supported classroom instruction by working directly with students, helping with assignments, managing behavior, and reinforcing lesson objectives under teacher supervision.

• Schedule Management: Used the district’s online scheduling tool to accept assignments, coordinate site visits, and maintain availability across multiple campuses.

• Multi-Site Adaptability: Transitioned smoothly between elementary, middle, and high school settings, quickly learning site-specific procedures and building rapport with staff and students.

This role strengthened my ability to work independently, communicate effectively across departments, and respond to dynamic needs with professionalism and care. Though part-time, it provided valuable insight into school operations and reinforced my commitment to service in educational environments.

DXC Technology (Contract via Insight Global)

Media Services Librarian

May 2017 - January 2018

As a Media Services Librarian supporting DXC Technology, I was responsible for managing and securing enterprise-level backup media across multiple data environments. This contract role required meticulous attention to detail, strong organizational skills, and the ability to work independently while maintaining strict adherence to data handling protocols.

Key responsibilities included:

• Request Fulfillment: Monitored email and ticketing systems for incoming media service requests, prioritized tasks, and expedited responses to ensure timely delivery and resolution.

• Tape Rotation & Management: Handled daily rotation of backup tapes, ensuring proper labeling, tracking, and readiness for scheduled backups and disaster recovery procedures.

• Secure Transport Coordination: Prepared and verified media for offsite transport, maintaining chain-of-custody documentation and compliance with data security standards.

• Self-Directed Workflow: Operated with minimal supervision, managing daily responsibilities and adapting to shifting priorities across multiple departments.

• Inventory Oversight: Maintained accurate logs of media assets, tracked usage, and supported audits for compliance and retention policies.

This role reinforced my ability to manage sensitive data workflows with precision and discretion. I consistently met service-level expectations, supported cross-functional teams, and contributed to the reliability of DXC’s enterprise backup infrastructure.