The COVID-19 pandemic reshaped how education was delivered, with schools worldwide turning to online platforms to ensure continuity. At Trinity College Kandy, I was privileged to be part of a dedicated team that facilitated this digital transformation. Together, we ensured that staff and students could adapt smoothly to this new way of teaching and learning.

Setting Up a Digital Foundation

During this critical time, I played a key role in coordinating the creation of around 3,200 email accounts for staff and students. These accounts were essential for enabling communication and access to digital tools. To ease the transition, I provided hands-on IT support, helping users set up their accounts and troubleshoot any challenges they faced.

Creating Virtual Classrooms with Microsoft Teams

One of our team’s significant accomplishments was setting up over 1,500 Office 365 Groups within Microsoft Teams. These groups supported both academic subjects and extracurricular activities, ensuring students and teachers could collaborate effectively in a virtual environment.

Ongoing Support and System Maintenance

To maintain a seamless online learning experience, I extended ongoing support by:

• Safeguarding security: Managing password protection and email safety via Azure Active Directory.
• Admin management: Handling Exchange Admin, Teams Admin, and SharePoint Admin tasks.
• Resolving issues: Providing quick solutions to keep the digital ecosystem running smoothly.

Supporting Teachers in the Transition

Many teachers were navigating online platforms for the first time. To support them, I provided one-on-one assistance, guiding them through device setup, account configuration, and platform usage. This personalised approach helped them feel confident and equipped to teach online.

Overcoming Technical Challenges

When faced with complex technical issues, I:

• Collaborated with Microsoft Support agents to resolve escalated problems.

This collaboration was facilitated through the Microsoft Admin Center’s help desk interface, which provided access to expert assistance via calls and support tickets. The helpline proved to be incredibly helpful in resolving technical glitches and issues that arose during the transition. Whether it was troubleshooting account configurations, refining policy settings, or addressing system-wide errors, the guidance from Microsoft’s support team allowed us to implement practical solutions quickly and efficiently. Their expertise became a critical resource in ensuring the smooth functioning of the digital systems we put in place.

• Used Microsoft PowerShell Commands to troubleshoot and fix policy settings in Microsoft 365.

To address specific challenges related to policy settings, I undertook extensive research online, exploring Microsoft Support forums, technical blogs, and community discussions to gain a deep understanding of PowerShell commands. This self-guided learning process allowed me to gather insights on how to use these commands effectively for configuring and managing policies within Microsoft 365.

By applying this knowledge, I successfully resolved issues related to account configurations, group permissions, and system performance. Running PowerShell commands enabled me to implement changes at scale, ensuring consistency and efficiency across user accounts and groups. This proactive approach not only solved immediate problems but also empowered me with skills to handle future technical challenges with greater confidence.

Acknowledging the Team Effort

This project was a team effort, and I am incredibly grateful to have worked under the guidance of Mr Chamira Attauda, my supervisor at the time. I also extend my heartfelt thanks to Lahiru Kalupahana, Chethaka Athukorala, and Ravindra Weerakoon, whose support and expertise were invaluable. Their encouragement and collaboration played a vital role in the success of this initiative.

Reflecting on a Shared Achievement

The experience of supporting Trinity College Kandy’s transition to online education during the pandemic is a testament to what teamwork and dedication can achieve. This journey not only highlights my skills in IT support and Microsoft 365 solutions but also underscores the power of collaboration in overcoming challenges.