Software Development Service Desk

Hanumanth Rao

****************@*****.*** 510-***-****

With over 8 years of experience in IT industry mainly focused on Atlassian Suite and System Engineering through automation. I have experience managing complex Atlassian suite as well as configuring it optimally for the teams across the organization. My experience with DevOps and strong hands on with Linux OS, Building Pipelines automated testing and deployment adds additional value of mine in the team.

●8 Years of experience on Atlassian Products (Jira, Confluence, Bitbucket(Stash), Bamboo) IT industry Development, Systems Administration, Software Configuration Management (SCM), Build/Release Management, Change/Incident Management, VMware.

●Experience identifying and integrating JIRA plugins such as JIRA importer plugin, Jira Roadmap(portfolio), JIRA enterprise mail handler, the connector for Microsoft project and JIRA Custom fields.

●Mentored and organized training to teams for familiarization of JIRA and Confluence.

●Established the Synchronization in between Jira and GitHub.

●Assisted the creation of Business Requirement documents (BRD), Workflow diagrams, and Knowledge base articles.

●Experience integrating the third party application with Atlassian products ( Jira, Jira service management and confluence).

●Experience building and setting up pipelines (using Jenkins, Git, Azure Pipeline) for automated deployment of application and can work with any environment, Linux, Windows PowerShell, GCP/AWS and Azure cloud.

●Extensive working experience on all phases of Software Development Life Cycle (SDLC), its methodologies such as Agile, SCRUM and Waterfall Model

●Excellent interpersonal abilities, communication skills, time management and Team skills with an intention to work hard to meet project deadlines.

TECHNICAL SKILLS

Web Technologies

HTML/HTML5, CSS/CSS3, python,

JavaScript Libraries

jQuery, Angular JS.

Web/App Servers

Apache Tomcat 7.0.37, HTTP Web Server.

Databases

MySQL, PSQL, NoSQL (mongo DB, Firebase)

Version Control

Github, Bitbucket

Operating Systems

Windows, Mac OS X, Linux.

Methodologies

Agile/Scrum, Kanban, Waterfall, SDLC, STLC, Bug Life Cycle

PROFESSIONAL EXPERIENCE

Netsmart, Kansas City Aug2022 to Till Date

Atlassian Technical Consultant

At Netsmart am responsible to consolidate multiple tools in the organization and planned and build a single dashboard there by removing redundancy on getting information from multiple toolsets. Developed integration with multiple tools like ServiceNow, Splunk, Salesforce CRM to get complete snapshot of company health in once single place. Designed different environment to ensure the smooth deployment of new features when they are getting build.

●Creating custom dashboards and filters for projects. Customize JIRA and Confluence based on business cases.

●Supporting complex Atlassian environments and have experience with integrating Atlassian tools with other internal & external systems integrated with Jira and Confluence and Vice versa.

●Migrated Confluence Server to Confluence Cloud.

●Installed and configured the lucid charts in Confluence cloud instance and imported the Lucid charts from the remote instance.

●Providing ongoing support and configuration for JIRA projects, Big picture Add-on, workflows, screens, fields, permissions as well as writing triggers and use cases along with other administrative tasks.

●Working with Script runner to implement integration, post functions using groovy.

●Setting up Custom Dashboards according to the Team requirements.

●Worked with Jira service desk incidents and assisted with the user requirements.

●Working on all day-to-day activities of JIRA administration such as user creation, assigning roles, creating workflows, field configurations, issue types, dash boards.

●Experienced budding the scheme’s for Jira and Jira service desk.

●Created the knowledge base for the service desk users.

●Importing the issues from remote instance to Local instance (CSV Import).

●Configure the JIRA with Confluence to show the reports of applications as per business requirement, Tracking the progress with real-time roadmaps.

Dell, Austin Jul 2021 to Jul 2022

Jira Confluence Consultant

At I use Jira Software development and issue tracker, as a JIRA Admin I’m responsible for working with different Projects and understanding the Requirements and setting up the projects and dash boards according to the stake holder requirements.

●Creating custom dashboards and filters for projects. Customize JIRA and Confluence based on business cases.

●Develop roadmaps for multiple initiatives within organization and fetched data to have real-time view.

●Providing ongoing support and configuration for JIRA projects, workflows, screens, fields, permissions, and other administrative tasks.

●Install and configured multiple plugins like Exalate Plugin, Script Runner, Eazy BI, Zephyr scale as well as using JQL to extract and push data.

●Creating custom triggers and use cases to update the issues in local whenever there is a event in the remote instance.

●Working on all day-to-day activities of JIRA administration such as user creation, assigning roles, creating workflows, field configurations, issue types, dash boards.

●Working on Confluence development tasks such as creating Templates and Theme Templates.

●Developed custom Python Script to compare the issue updates from one instance to other.

●Tested Latest Versions of the Atlassian application to upgrade the Production instance

●Configure the JIRA with Confluence to show the reports of applications as per business requirement.

Airbnb, Dec 2018 to Jun 2021

Atlassian Admin

At Airbnb I use JIRA for service desk and Jira Software development and issue tracker, as a JIRA Admin I’m responsible for working with different teams and understanding their needs and setting up the projects and providing them user level and admin level access according to the project requirements.

●Design standard workflow and recommend to projects leads to reuse configurations schemes, workflows and issues types and involved in data migration.

●Able to create complex JIRA workflows including project screen schemes, permission schemes and notification schemes in JIRA.

●Created custom dashboards and filters for projects. Customize JIRA and Confluence based on business cases.

●Design and restructure existing screens and added transition screens where required.

●Integrated JIRA projects with Confluence and create Confluence macro for various business requirements.

●Integrated Eazy BI plugin to develop reports, zephyr to develop and manage testing.

●Integrated Jira plugin’s like Script runner and Jira Misc workflow extensions plugin.

●Created various projects and dashboards based on the team needs by utilizing the Rest API

●Worked on JIRA for tracking and updating the JIRA tickets and per assigned.

●Created the intake request form for Jira Service desk.

●Created users on Active Directory, synched the users on Jira and assigned groups and spaces.

●Helped out the release team by creating roadmaps using Portfolio plugin.

Laurie Children’s Hospital, Chicago Aug 2017 to October 2018

Jira Confluence Admin

At Laurie I got a chance to work for multiple project Dashboards, confluence, and Service desk instances along with Jenkins. Also worked with business users to understand any workflow issues and fix them.

Responsibilities:

●Work closely with project owners in backlog management and continuous delivery of features.

●Worked on JIRA for tracking and updating the JIRA tickets and per assigned.

●Worked on confluence- Assigned user personal space and provided assistance in using Confluence

●Create projects on Jira and assign Jira Agile boards such as Kanban and Scrum using swim lanes columns.

●Integrated Jira Watchers field plugin extensions for Jira service desk.

●Protect team from over-commitment, manage backlog, prioritize resolution of defects/bugs as evidenced by the on-time delivery of committed major initiatives.

●Analyzed system errors and working with operations and related business units to correct and/or assist in problem resolution.

●Setup Continuous Integration environment using Jenkins, Bitbucket and Groovy script.

●Created custom dashboards, advanced filters, and custom fields.

●Experience in managing workflows with customized notifications and post-functions.

●Troubleshoot Jira issues for customer portal in Service desk, Agents, Users and PMs.

●Worked to gather customer requirements, clarify specifications, and translate into product backlog.

●Documented new features and strategies as well as user stories and for acceptance criteria.

DXC Technologies, Boston Mar 2016 to Jun 2017

Jira Confluence Consultant

●Tracked and managed product backlog, burndown metrics, velocity, and task breakdown.

●Create team specific Agile process flow in JIRA to move tasks from one activity to another.

●Create Projects, Users, Groups, Custom Fields and Screens and Custom workflows as per the requests from Agile teams.

● Integrated Git hub with Jira

●Created and managed the repo’s for the for the Teams in Git for the new projects requirements.

●Migrated source code repository GitHub to Bamboo

●Tracked and managed product backlog, burndown metrics, velocity, and task breakdown.

●Addressed problems through risk management and contingency planning.

●Built templates and dashboards for customized views of the data specific to each group and line of business

●Worked on JIRA Service Desk workflows which includes project workflows, screen schemes and permission schemes.

●Installed and managed plugins for JIRA and confluence in production environment and Installed and Managed JIRA Add-ons.

NEEMTREE, Bangalore, India Jul 2014 to Jun 2015

QA Automation engineer

Responsibilities:

●Involved in the design and development of test plans from the Business and Functional Requirements which includes test objectives, test strategies, test environments etc.

●Followed Test Driven Development (TDD) as much as possible and written test cases using TestNG for every relevant class

●Worked on distributed test automation execution on different environment as part of Continuous Integration Process using Selenium Grid

●Tracking issues and bugs using JIRA and making sure they get resolved timely

●Involved in testing the application utilizing the Scrum (Agile) methodology

●Prepared a regression and functional test scripts using Selenium

●Executed the test cases manually and automation as necessary and worked on XML

QUALCOMM, Hyd, India Sep 2011 to May 2012

Software test engineer

Responsibilities:

●Develop a robust and maintainable automation test framework to run regression and functional test suite.

●Automate manual test cases using Selenium and Java

●Create automated test cases using Selenium Web Driver and Java

●Responsible in executing test scripts on different browsers and checked for compatibility

●Used Quality Center to define requirements, design test steps, run as test set, report, track and close bugs.

●Developed, maintained and conducted smoke test cases for QA environments.

●Actively participated in status reporting meetings and interacted with development to discuss the technical issues.

EDUCATION DETAILS:

Bachelor’s in Electronics and Electrical Engineering.

Jawaharlal Nehru Technological University 2007-2011

Master’s in Embedded Systems

Sathya Bama University 2012-2014

Master’s in Computer Science

Silicon Valley University 2015-2016

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