Danielle Miles Email & Phone Number

United Kingdom

Working closely with customers to define needs and build solutions specific to their requirements. Troubleshooting issues and providing technical support and advice. Performing system reviews and recommending best practice for more efficient use of Atlassian software and related apps. Performing migrations from Jira Server to Jira Cloud. Working alongside the sales team providing support in pre-sales.

United Kingdom

Warwickshire, England, United Kingdom

Warwickshire, England, United Kingdom

Helpdesk management, JIRA Administration and improvements to the way the product was originally used. Implementation of customer focused bespoke projects using specific workflows, automation tool, issue type schemes and field configurations. Weekly and monthly reporting on helpdesk activity and time spent on tasks. Customer account management. Project operations management for large customer projects working with the customer through to the external partners to fulfil production requirements.

Warwick

Helpdesk manager for an IT software company specialising in enterprise content management. Managed a team of 7 technical consultants to ensure that all issues raised through our support helpdesk were dealt with in accordance with agreed SLA’s. Customer account management, reporting and automation. JIRA Administration. Highlights in the role include - reconfiguration of the JIRA platform and upgrade to JIRA Service Management. Configuration of separate customer projects with bespoke portals for managing issues and service requests. Implementation of a knowledge base using Confluence to enable my team to learn and share information. I also automated reporting into dashboards for internal and external use for better issue tracking.

Coventry, United Kingdom

In my final role at Warwick I became Audio Visual team leader while also continuing with some of my previous roles duties. Managing a team of 18 vastly improved my management skills. I was responsible for organising the workload for all staff. I used the helpdesk system Service Now to monitor and allocate work and used reporting tools to monitor departmental activities.I was required to make decisions on what projects the department took on, and to further improve departmental procedures. I was also first in line to handle any complaints and deal with staff that may have been involved. I was first point of escalation for any requests that the staff were unable to help with. I was responsible for recruitment, the induction and appraisals of staff, approval of timesheets and management of weekly rotas. I also continued to manage installation projects across the university and took on the management of the CMDB / asset management system. I was highly thought of within the university winning a staff award for Outstanding Global Contribution due to work on technical coordination of the International Conference for Undergraduate Research and receiving a number of nominations for the staff awards in 2015 and being shortlisted for two awards.

Coventry, United Kingdom

I managed part of the university’s strategy to reduce overseas travel by encouraging the use of video conferencing. The university invested in 5 video conferencing suites to start with and I supported and maintained these suites. I created a process for booking conferences, played a big part in promoting the new service and organising demonstrational events to raise awareness of the service and spent a lot of time teaching people what an excellent service we had built. This was a very rewarding position managing all video conference bookings and liaising with customers both at Warwick and global sites regarding technical details and tests this involved excellent timekeeping skills and flexibility due to global time differences. Technically I supported installation of video conferencing infrastructure including VCS-C, VCS-E, CUVC and CUCM, and provided management of TMS and TCS. Later I was involved with the implementation of Cisco Jabber Video for Telepresence across campus as a desktop conferencing service and the installation of various Cisco Codecs in the C and SX series. I was the go-to person for installations of videoconferencing and peripheral AV equipment in university conference centres and classroomsI also continued to provide AV and IT support to staff or students calling at the department or in lecture theatres I was first choice to providing technical AV/IT support at high profile meetings with senior staff.I worked alongside The Institute for Advanced Teaching and Learning helping develop new ways of teaching via video link. This resulted in trips to Singapore and Melbourne as technical consultant for the International Conference of Undergraduate Research which I support for the first 3 years it was held via video link. This involved supporting 8 countries over 5 continents connecting via video link over a 48-hour period.I was responsible for the rollout of Microsoft Lync/Skype for Business as a replacement service for Cisco WebEx.

University Of Warwick

Responsible primarily for supporting lecturers on use of equipment across the campus. On call to any issues in teaching spaces on an emergency SLA. I provided technical support for AV and IT issues across the University campus.I used video cameras for filming lectures, putting together training and promotional videos and then used our edit suite to edit filming work and put together videos and transfer media to multiple output formats. I was also responsible for off air recordings. I was involved in the installation of new audio-visual systems within lecture rooms using Extron, Crestron and AMX systems, we also installed Echo360 Lecture Capture systems in over 50 classrooms. I also had involvement in the installation and support for Digital Media Players and University Signage solutions. installation, imaging and maintenance of computers across the university, management of the AV loan equipment service. In down time I was responsible for the upkeep and preventative maintenance of over 100 lecture rooms.I developed a special interest in the maintenance of the Audio-Visual Services website which I single handedly redesigned and maintained, I also developed a talent in the use and support of video conferencing equipment. I was extremely good at helping and encouraging people to use the equipment. Major Achievements in this role:• Redeveloping the AV Equipment Loan Service, creating a new procedure to streamline the loan service, I researched purchasing new equipment and developed the web site to promote this and make the service more automated. • Redevelopment of the Audio-visual services website.• Construction of two promotional videos for the Video conferencing and the Counselling services within the university. • Developing a video conferencing service using the new Cisco Telepresence Units and infrastructure leading to career progression to my next role Video Conferencing Specialist.

Marton, Warwickshire

I used evenings and weekends for a 13-year period to run the payroll side of my father’s accounting business. This involved running weekly and monthly payroll for up to 30 different clients most of which were small businesses. This has been a great opportunity to experience running my own business and develop excellent communication skills. This is also where I have developed excellent organizational skills, developing my own processes and procedures to improve efficiency. I processed weekly and monthly payrolls, PAYE, NI, SSP, SMP, SPP, dealt with DWP and CSA enquiries and the submission of year end reports to the Inland Revenue P35 and P60 production.

I was responsible for running the payroll of approximately nine hundred staff. I also became involved in project work including the introduction of the SMART system for sensory clocking in of staff.I compiled information from timesheets submitted by warehouse administrators to ensure payslips were produced correctly, dealing with any telephone queries and producing monthly balance sheet reconciliations. I dealt with Sales and Purchase Ledger, learning from scratch how to use the accounts system SAP. I also used Microsoft Excel daily to a fairly advanced level.

Daventry, Northamptonshire

I was the metallurgical laboratory technician for Bodycote Ltd based in Daventry. I was to prepare all kinds of samples for investigation. There was a lot of spot weld work, but we also had a wide variety of samples coming through the lab. Preparation of metal samples using various grit papers and diamond pastes on grinding wheels. Precise cutting of materials to investigate the issues as required. NDT and hardness testing, preparation of etchants, reporting on findings after inspection under microscopes, creating reports and working to strict guidelines.

Rugby, Warwickshire

I worked as a Metallurgical Laboratory Technician. I trained in Metallography, from the preparation of materials for inspection to assisting with major failure investigations. Skills I developed included utilisation of Microscopes (including Scanning Electron Microscope), techniques for non-destructive testing such as dye penetrant testing, and magnetic particle inspection, and performance of Vickers Hardness tests on different materials to UKAS standards. I also had to deal with different chemicals and to form etchants for different materials and I was fully trained on the use of cutting wheels, mounting methods, grinding and polishing.I developed excellent skills in the utilisation of cameras and optical equipment combined with image analysis packages and used these skills in my report writing. I also had involvements in quoting for external customers and liaising with engineers and metallurgists.

Warwick

I provided secretarial support to Consultant Pathologists in the Pathology Laboratory at Warwick Hospital. I developed IT skills in Microsoft office and also using specific NHS IT systems for reporting. Transcription skills were required to type up Histology and Post Mortem Reports. I learned to work to deadlines and worked extremely well and was popular with the Path Lab team.

A Levels, Business, Biology And Maths, D - Business Studies, E - Biology, D - Maths

9 Grades A-C At Gcse, Sciences / Maths / English / Geography / Languages / Technology