I am updating this portfolio to document my continuing practice in Learning Technology.
My current job title is Technical Support Engineer and I manage the support function for the Foundation. Duties include; providing help and support for people who use the micro:bit device, apps and editors for learning and teaching, liaising with the broad community of developers and technologists who create things for and with the micro:bit and providing technical support and systems administration for colleagues within The Foundation.
This is my first role outside further and higher education, with a specific focus on Computer Science in Primary and Secondary level education. The Micro:bit Educational Foundation also has a global user base, so I provide support for students and teachers across a wide spectrum of age, culture, digital practice.
My role is very broad, but relates specifically to Learning Technology as I provide verbal and written advice and documentation for educators who are using the micro:bit. I primarily do this by answering queries through a user support portal and proactively developing a knowledgebase to help people find the information they need. I also support a growing community of developers and engineers by developing a technical documentation site and Slack group.
I also provide technical support for the wider Foundation staff team. This involves systems administration, for example setting up accounts on Microsoft 365, Zoom, Dropbox, Github and onboarding people/providing training as they start to use the tools. I liaise with account managers and customer support for the specific tools, to ensure the smooth day to day running of the Foundation.
I have put in place a range of processes to help manage onboarding process and ensure that it runs smoothly.
I have also been responsible for line managing and mentoring interns and junior software engineers working within the Foundation.