At Crossover (Trilogy), I handle L2 escalations for complex issues across multiple SaaS products, owning tickets from investigation through resolution and customer communication.
I troubleshoot production infrastructure, deployment, and application errors, including Kubernetes incidents using logs, events, and observability signals. I escalate issues to Development and SaaS Ops with structured evidence and track bugs and enhancement requests in JIRA.
Previously, I supported staff and students at the European School of Excellence by maintaining LAN/WAN, Wi-Fi, CCTV, user accounts, permissions, hardware, and software. I also delivered digital-tools training and introduced technologies to improve operational efficiency.
At The City School, I administered Office 365, Oracle ERP, school management portals, computer labs, and biometric systems while supporting connectivity, printer sharing, and IT equipment maintenance.
