Service Desk Support

S SAJEED AHMAD

JIRA Administrator & Developer

******.****@*****.*** +91-888*******

SUMMARY

I have more than 6+ years of experience in Atlassian JIRA Admin, Confluence, Service desk Support (Jira Service management), Administrator with good Exposure in Analysis, Design, Development, Project management, agile methodologies, Collaboration tools, Continuous Integration

PROFESSIONAL EXPERIENCE

• I have over 6+ years of experience in Atlassian JIRA, Confluence, Service desk Support (JSM), Cloud Administration, good Exposure in Analysis, Design, Development, Project management, agile methodologies, Collaboration tools, and Continuous Integration.

• I have 3+ years of experience in JIRA UI Development using Groovy, Java & SIL Scripting.

• I have very good experience with JIRA management tools, Crucible and Confluence pages’ development

• I have good knowledge with multiple add-ons like (“JSU”, “Script runner”,“Dynamic forms”,“Extension for JIRA service desk”,

“Configuration Manager for JIRA”, “Automation for JIRA”,

“JMWE”, “X-ray“,”Exalate for Jira Sync”)

• Installed and tested various plug ins(add-on’s) of Jira

• I have very good knowledge in Database clustering and taking the JIRA, Confluence DB backup’s

• Currently working on JIRA Software, Jira service management in DC On Prime and Cloud platforms

• I have very good knowledge in JIRA Up gradation & Migration from lower version to new version (both Core and Applications Upgradation)

• Good Exposure in implementation of Workflows, Screens, Custom Variables, Post functions in Workflows

• Good Exposure in Scrum & Kanban boards implementation

• Very Good Exposure in Agile project implementation, Sprints, Epics, Stories

• Provided end-to-end training to Business and end users

• I have good exposure in projects export and imports and merging different environments into single good Team player with Excellent communication skills. Experience in Client Focused Environment

• Created Scripted Automations like (Auto Assignee, Watchers), Automatic subtask Creation, Behaviors, Listeners Rest Api’s, UI Fragments, Triggers, conditions, validators, post Functions. ATLASSIAN TOOLS

JIRA Software

JSM

JWM

Confluence

SKILLS

Groovy Scripting

SIL Scripting

Java Scripting

VERSION CONTROL TOOLS

Git Labs

Git Hub

TECHNICAL SKILLS

Software’s & Tools JIRA Software, Jira Service management,Jira Work Management & Confluence

Scripting Groovy Scripting,Java Scripting & SIL Scripting Platform Windows and Atlassian Cloud

Version Control GIT,GIT Labs

EXPERIENCE

Working as a Jira Administrator & Developer in Cetric Technologies Pvt Ltd, Pune from Apr 2022 to till date. Project #1

Client

Cotiviti Pvt Ltd

Duration Apr 2022 to till date

Description

Cotiviti Pvt Ltd is a leading healthcare analytics company that leverages advanced technology and data analytics to improve the efficiency and quality of healthcare delivery. The company works with over 200 healthcare payers, including all of the top 25 plans in the United States, providing solutions in payment accuracy, risk adjustment, quality improvement, and consumer engagement

Roles & Responsibilities

• JIRA installation, Migration & Integration exp Atlassian tools.

• Setup JIRA for project management in JWM tools.

• Managing users and groups permission.

• Creation of Spaces, Pages, Child pages, Templates in Confluence.

• Take the overall responsibility for the JIRA configuration and be the go-to person for any Jira enhancements or best practice questions.

• Create team-specific agile process flow in JIRA to move tasks from one activity to another.

• Configure Agile Boards-Scrum and Kanban.

• Installation and configuration of continuous Integration servers.

• Created customized Dashboards for teams.

• Prepared projects, dashboards and reports for all JIRA related services.

• Resolving tickets based on SLA (Service Level Agreement based on Approval, Priority basis.

• Provide support for the application and infrastructure including troubleshooting, performance tuning.

• Provide project level and plan based permissions.

• Preparing documents, Spaces, Pages & Macros as well.

• Creating updated work process for exchange parallel confirmation.

• Created reports and dashboards for every gathering and line of business.

• Managed various development tools, testing tools and monitoring tools.

• Conditions, validators, post functions, triggers, Behaviors, Listeners, UI Fragments, REST ends

•

Jira Upgradation Jira version 8.20.13 to 9.12.13 upgraded. Jira Migration Jira Server to DC, DC to Cloud using JCMA Project #2

Client Omega Healthcare Services Pvt. Ltd

Duration Sep 2019 to March 2022

Description

Omega Healthcare Services Pvt. Ltd. is a prominent company based in Bangalore, India. Established in 2003, Omega Healthcare specializes in providing technology-enabled services for the healthcare industry. They offer a range of solutions including revenue cycle management, clinical communication services, and healthcare analytics.

Roles & Responsibilities

• Installing JIRA, Confluence, JSM in Windows & Cloud platforms

• JIRA installation and up gradation in windows platforms in diff versions.

• JIRA configuration in JSM, Agile, JWM, Aglin tools.

• Set up JSM, JIRA, JWM Tickets and project setup.

• Set up JIRA for Project Management.

• Set up JIRA for Bug Tracking and Agiln tools.

• Set up JIRA for Test Case Management.

• Creation of new projects in JIRA.

• JIRA customization - Issue Schemes, Workflow Schemes, Field Configuration Schemes, Screen Schemes, Permission Schemes, Notification Schemes.

• Responsible for creation of custom workflows.

• Perform JIRA Re-Indexing and Integrity checker.

• Managing Add-on’s with Functional & Development side.

• Installing plug in‘s and managing licenses.

• Creating and managing filters.

• Managing groups and role management based on projects.

• Troubleshooting the problems in JIRA.

• Prioritizing workload and resolving tickets based on Service Level Agreement.

• JIRA & Agile Best Practices to creating the flow and user exp.

• Managing users in Crowd directories.

• Backup and Restore procedures.

• Creating spaces, providing confluence user access and roles.

• Provided Local and Global permissions in Confluence.

• Maintaining plugins and their licenses.

• Automation for Jira & Scripted Automations.

EDUCATION

• B Tech from Mother Theresa Institute of Engineering and Technology at JNTU in the year 2018

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