Maria Wheatley Email and Phone Number

Creating automation tests, performing manual sanity and regression testing. Also part of the training club performing training to other internal staff.

Advanced troubleshooting of 8x8 applications using backend internal tools done at browser based, some require a run in python, troubleshooting using Splunk logs, Console logs, using the network logs and debugging tool in Web browsers, Dashbase logs, SQL queries, Jira, Salesforce, working with APIs to fix data issues, testing systems for fault finding. API applications used: Insomnia and Postman. I pull call traces using Pcaps read in Wireshark to troubleshoot call flow/quality issues. Also… Show more Advanced troubleshooting of 8x8 applications using backend internal tools done at browser based, some require a run in python, troubleshooting using Splunk logs, Console logs, using the network logs and debugging tool in Web browsers, Dashbase logs, SQL queries, Jira, Salesforce, working with APIs to fix data issues, testing systems for fault finding. API applications used: Insomnia and Postman. I pull call traces using Pcaps read in Wireshark to troubleshoot call flow/quality issues. Also have done training lower tiers on technical aspects of the 8x8 systems by updating knowledge based articles, and trainings to teams through meetings. Show less

Supporting 8x8 Telecommunication products (IP phones, Contact Centers, Cloud based applications), giving technical support to large companies giving high monthly income. Sip tracesWireshark captures to help diagnose issues1st and 2nd line support to companies by phone, email and raised by in-house portal. In house applicationsTesting applications for troubleshooting purposesIVR scriptingReport running and setting upSalesforce used to log tickets.Working to… Show more Supporting 8x8 Telecommunication products (IP phones, Contact Centers, Cloud based applications), giving technical support to large companies giving high monthly income. Sip tracesWireshark captures to help diagnose issues1st and 2nd line support to companies by phone, email and raised by in-house portal. In house applicationsTesting applications for troubleshooting purposesIVR scriptingReport running and setting upSalesforce used to log tickets.Working to targets and SLA's. Show less

• Incident Management – Decision manager to high severity incidents. Assign high severity incidents to and manage the incident to conclusion using ITIL framework. Aid in supporting applications related to the Hertfordshire Council and some NHS applications that are supported by Hertfordshire Council. Working with both internal and external customers. Effectively coordinated actions within the team and I am responsible for managing resources and time spent by the team to accomplish given… Show more • Incident Management – Decision manager to high severity incidents. Assign high severity incidents to and manage the incident to conclusion using ITIL framework. Aid in supporting applications related to the Hertfordshire Council and some NHS applications that are supported by Hertfordshire Council. Working with both internal and external customers. Effectively coordinated actions within the team and I am responsible for managing resources and time spent by the team to accomplish given tasks.• Change Management – Manage any changes required to infrastructure or software to conclusion, meetings with clients to discuss and make decisions on approvals for changes using the ITIL framework. • Problem Management – Identifying repeated incidents or major issues and raising them as problems. Assign to engineers and manage to completion of problem. Work with clients to resolution. Working to the ITIL framework.• SLA reporting to management monthly. Also creating adhoc reports as needed for any requirements to the business from the remedy system. Reporting daily on outstanding calls about to go out of SLA to alert engineers. Reports on changes and Problems weekly using Excel. Show less

• Input Electronic Service requests in a timely manner onto Remedy.• Identify which ones are urgent and prioritise these.• Direct them to the appropriate department.• Answer queries related to Electronic Service requests from a variety of clients.• Deploy software using Novel Zenworks and Active Directory• Remote desktop connection to clients to investigate requests further and to offer advice to clients, Working with Windows 7 and XP • Aid in supporting applications… Show more • Input Electronic Service requests in a timely manner onto Remedy.• Identify which ones are urgent and prioritise these.• Direct them to the appropriate department.• Answer queries related to Electronic Service requests from a variety of clients.• Deploy software using Novel Zenworks and Active Directory• Remote desktop connection to clients to investigate requests further and to offer advice to clients, Working with Windows 7 and XP • Aid in supporting applications related to the Hertfordshire Council and some NHS applications. Show less

• Training new employees in the use of IT equipment and setting up their individual computerised machines. First point of call for computer queries in the department. This covers Office technical support of Word, Excel, Microsoft Outlook, emails on iPads, Internet explorer, in-house applications such as ICS, Livelink (Open text Explorer), Single Sign on, use of Wyse boxes (VMWare) and Novel log-in problems. Adhoc training of office programs as required. Testing of the iPad before its… Show more • Training new employees in the use of IT equipment and setting up their individual computerised machines. First point of call for computer queries in the department. This covers Office technical support of Word, Excel, Microsoft Outlook, emails on iPads, Internet explorer, in-house applications such as ICS, Livelink (Open text Explorer), Single Sign on, use of Wyse boxes (VMWare) and Novel log-in problems. Adhoc training of office programs as required. Testing of the iPad before its implementation into the department and fault finding.• Supervise contact between parents and their removed children, Write detailed reports for court use and for Social Workers to see what happens during contact, Safeguarding children during contact, Intervene in contact if things go wrong e.g. child is unsafe, or parents are being aggressive, Use of SAP for mileage claims• Working with internal and external customers. Show less

• Support Computer queries as 1st line customer support via telephone for internal and external customers. 1st line support for Novell, Adobe programs Microsoft Office programs including Outlook, network issues, Wireless problems, Single Sign on, iFolder, virtual workstations, password resets in Livelink and SAP, and other programs used by Hertfordshire county council and SERCO employees. To do this we used programs – BMC Remedy for logging calls, Console One (for Novell) for remote management… Show more • Support Computer queries as 1st line customer support via telephone for internal and external customers. 1st line support for Novell, Adobe programs Microsoft Office programs including Outlook, network issues, Wireless problems, Single Sign on, iFolder, virtual workstations, password resets in Livelink and SAP, and other programs used by Hertfordshire county council and SERCO employees. To do this we used programs – BMC Remedy for logging calls, Console One (for Novell) for remote management and resetting passwords, resetting virtual workstations in vWorkspace, Nortel and connectivity for wireless, SecurEnvoy for resetting PIN codes and sending out one time only codes for wireless and many more. Use of Active Directory.• Offer advice over the phone on how to correct a computer problem, escalating it to 2nd line or 3rd line if it was not something that could be fixed on 1st line depending on priority set out by service level agreements. Advising people on raising electronic service requests for business requests for anything ICT related. Use of SAP to reset passwords, process mileage claims• Aid in supporting applications related to the Hertfordshire Council and some NHS applications that are supported by Hertfordshire Council. Show less

• Training new employees in the use of IT equipment and setting up their individual computerised machines. First point of call for computer queries in the department. This covers Office technical support of Word, Excel, Microsoft Outlook, emails on iPads, Internet explorer, in-house applications such as ICS, Livelink (Open text Explorer), Single Sign on, use of Wyse boxes (VMWare) and Novel log-in problems. Adhoc training of office programs as required. Testing of the iPad before its… Show more • Training new employees in the use of IT equipment and setting up their individual computerised machines. First point of call for computer queries in the department. This covers Office technical support of Word, Excel, Microsoft Outlook, emails on iPads, Internet explorer, in-house applications such as ICS, Livelink (Open text Explorer), Single Sign on, use of Wyse boxes (VMWare) and Novel log-in problems. Adhoc training of office programs as required. Testing of the iPad before its implementation into the department and fault finding.• Supervise contact between parents and their removed children, Write detailed reports for court use and for Social Workers to see what happens during contact, Safeguarding children during contact, Intervene in contact if things go wrong e.g. child is unsafe, or parents are being aggressive, Use of SAP for mileage claims• Working with internal and external customers. Show less

• Supervise contact between parents and their removed children including writing reports, safeguarding children and transporting children if necessary.

• Dealing with all telephone enquiries, problem solving, Diary management, Excel spreadsheets, Varied Administration duties such as reports, telephone and face to face communication, and helping other workers in the department with any computer and printer queries• Working with internal and external customers.

• Dealing with all telephone enquiries, • Dealt with all advertising and marketing• Created own website• Teach students of all ages and backgrounds to drive manual cars• Created own teaching plans• Did own accounts and book keeping• Used Excel to keep track of finances and student progress• Created own stationary for student progress cards to business cards

• Was the first point of call for anyone needing assistance on their computer within the department before people called a helpdesk. Use of Lotus Notes . I offered support and training on a variety of Microsoft programs to the team , I have set up and maintained an Access Database using Macros and reports , Using Excel to export data from and collate data and using Word for letters and labels• Supporting the regional sales managers in any administration duties they needed, running reports… Show more • Was the first point of call for anyone needing assistance on their computer within the department before people called a helpdesk. Use of Lotus Notes . I offered support and training on a variety of Microsoft programs to the team , I have set up and maintained an Access Database using Macros and reports , Using Excel to export data from and collate data and using Word for letters and labels• Supporting the regional sales managers in any administration duties they needed, running reports for the supervisor, Analyse data and report to the supervisor patterns/problems that have risen, Target driven environment – ability to work under pressure essential, Maximisation of profits by ensuring smooth co-ordination through client liaison, Dealing with customer enquiries and complaints , Up-sell bedroom types whenever possible to increase money earned from booking. Completed a “Signature Service” course which is training in customer service. Show less