Thandeka M.

Delivered Tier 2 technical support for hardware, software, and EF systems to staff, teachers, and Independent Contractors. Managed user accounts, access permissions, and device compliance using Microsoft 365, Azure Active Directory, and Intune. Maintained local network infrastructure, including switches, routers, Wi-Fi access points, and server room operations. Oversaw IT asset management tasks such as procurement, tracking, replacement, and secure disposal of equipment. Coordinated with global IT teams to implement system updates, new technologies, and security policies, particularly using the Meraki system. Ensured compliance with data protection regulations and internal IT security frameworks. Managed vendor and service provider relationships, ensuring quality and cost efficiency while supporting technology projects that meet both educational and operational requirements. Conducted training sessions to boost staff awareness of IT policies and best practices. Maintained documentation on IT procedures, device inventory, and incident reports.

Provided professional support for phone and email inquiries. Maintained detailed records of assistance through the Fresh Management help desk system. Handled software installations and prepared new devices for agents. Managed the BIO-metrics system for building access and supported network printer functionality while ensuring user security. Conducted operating system re-installations and performed hardware upgrades. Quickly resolved faults and escalated critical issues as necessary. Offered both remote and on-site 1st and 2nd line support and monitored client networks daily to address identified faults. Took ownership of routine network maintenance and checks. Assisted remote work-from-home users using tools like RDC, AnyDesk, TeamViewer, and Lansweeper. Oversaw server room equipment like PABX servers, switches, routers, and air conditioning, as well as CCTV monitoring. Created Group Policy Objects on Active Directory. Supported users in adapting to new technologies to facilitate operational workflows. Collaborated with senior technicians on complex tasks to meet client expectations. Engaged with team members to enhance troubleshooting skills and situation analysis. Managed Office 365 installation, troubleshooting, and infrastructure maintenance.

Installed and configured PCs and laptops according to specifications, including necessary application software. Set up Trend-Micro Office Scan anti-virus software and troubleshot network printers. Created Active Directory profiles for user workstations and configured Microsoft Outlook profiles from 2007 to 2019. Provided support for Microsoft Office from 2007 to 2016. Assisted with data and telephone cable installations and monitored server performance and disk usage. Created new email accounts on Exchange 2010 and 2016 while addressing network and desktop-related issues. Set up Hyper-V hosts and virtual machines and monitored WSUS servers for Microsoft Office updates. Managed User Accounts in Microsoft Dynamics GP 2015, and performed installations and configurations for Windows Server 2012 R2, DHCP, and DNS. Oversaw Veeam Backup and Replication monitoring, providing first and second-level support while developing skills in Microsoft Excel and Access.

Managed incoming Hyper Class support tickets from global teaching staff and delivered live technical support as needed. Demonstrated products to ensure teacher confidence with technology and contributed to projects aimed at improving infrastructure and processes. Participated in pre-launch testing to identify platform issues and collaborate with global Teach Online staff for seamless support. Handled center infrastructure, including server racks, switches, routers, and firewalls through the Meraki system. Maintained knowledge of various operating systems, handled Office 365 administration, and ensured equipment was kept up to date. Managed accounts and devices via Azure and resolved tickets using Salesforce and Freshdesk, along with repairs on laptops.