Service Desk Asset Management

P.PRUDHVIRAJ

Mobile: +919*********

*******.****@*****.***

www.linkedin.com/in/prudhviraj-pathakota-3b2683231

Role: Jira Adminstrator/Developer

Technical Skills : Jira/Confluence/JSM/Migration/ITSM Projects/SLA’s/Integrations//L2&L3 Support/Groovy/Automations/Eazybi/Servicenow/Bamboo/PowerBI//OKTA/Slack/SSO

Summary:

Having 7+ years of working experience on Atlassian Products like JIRA, JIRA Agile, JSM, Confluence,Jira Service Management(Service desk/Reporting/Dashboards,Ticketing System) in Windows & Atlassian Cloud.

I have very good exposure in Jira, Confluence, Installation, up gradation, migration merging in Windows and Atlassian Cloud

Assisted Scrum team in preparing the Sprint backlog.

Experience in Creating JSM Projects for Asset Management, Problem Management, Change Management.

Very good exposure in Agile project implementation, Sprints and Epics.

Good experience in creating various projects like Basic, Scrum and Kanban.

Good exposure in implementing Work-flows, Screens, Custom field’s implementations.

I have good experience in using Validations, Conditions, Post functions, and Properties in advanced work-flows.

I have implemented Mail configuration in Jira.

I have implemented the Application Links.

I have Integrated Jira With Zen-desk, Slack, Service Now, Pager-duty,Level access Apps.

Installed and tested various add-ons in Production and Sandbox Instances.

I have very good knowledge in Database clustering and taking the Jira, Confluence DB backups.

Preparing documentation plan, estimating work, and assigning work to the team.

Good exposure in Dashboards and Filter implementation.

Good experience in creating Reports.

I have good knowledge in implementing Version Controllers like GIT.

I have good experience in implementing Confluence Spaces, Pages, Child pages and performed Import and Export operations.

I have Experience Working on Atlassian Server, DC and Cloud.

I have installed JIRA, Confluence, JIRA Service Desk in Windows.

Worked on Issue Types, Workflows, Screens, Custom Fields, Permissions, Resolutions, Priority,Issue Security Levels,and Notification Schemes for JIRA Projects.

Setup User management like user creation, Groups and Access.

Created events, email Notification Schemes, and Assigned Project Roles in JIRA.

Created custom dashboards, advance filters and formula-based fields.

Created the Permission Schemes to restrict the users in Project level.

Setup Agent & Portal view in JIRA Service-desk projects.

Exp in JIRA Installation, Up gradation, Migration & Plug-in as well

Back-end testing of Oracle, SQL server.

Assisted Scrum team in preparing the Sprint backlog.

Demonstrated abilities with scripting languages, setting up testing environments, creating test suites, and working with databases.

Prepared Various Groovy and REST API code to integrate with Service Now/Rally

Professional Experience:

Worked as a Technical Lead with HCL Hyderabad from July 2024 to till now.

Project Details: -

Client: Eaton

Present Role: Jira Admin (Technical Lead)

Duration: Aug 2024- Feb 2025

Jira & Confluence Migration from Server to Cloud Instance:

Roles & Responsibilities:

Led Jira Server to Cloud migration, including data assessment, cleanup, and migration execution using Atlassian Cloud Migration Assistant.

Conducted pre-migration analysis, identifying risks, dependencies, and performance optimizations.

Prepared the Pre&Post Migration checklist documents, Gap Analysis and Migration Document.

We did The Migration from Server to Cloud instance.

Prepared the Pre migration and Post Migrations Activities Documentations.

Prepared the Gap analysis and check list.

Verified the Number of Projects, issues, custom fields, workflows, Users from Source Instance.

Verified the Number of spaces and Number of Pages and space links from Source Confluence Instance.

Before migration we Updated the users’ domains to Eaton domains.

Using JCMA and CCMA For Jira and confluence server to cloud migration.

Successfully migrated multiple Jira Server instances to Jira Cloud, ensuring minimal downtime.

Migrated 400 Projects and 140 Spaces from server to Test cloud Instance.

Developed custom automation scripts to streamline workflows and improve efficiency.

Optimized Jira performance by reducing unused custom fields, schemes, and workflows before migration.

Migrated all Zephyr squad data to Target Cloud instance.

Move All Test cases from Zephyr test issue type to Test issue type using bulk operations.

Take the copy of workflow and edit the inactive workflow.

Add the original status and add all transitions as per the duplicate status, Associate the workflow to the scheme and project.

Migrate all the issues from duplicate status to original status.

Updated the confluence page and edit the Jira issue macro insert the filter and save.

Updated the Duplicate Migrated custom fields through bulk operation or CSV file upload once completed the task remove the duplicate fields.

Provided user training, documentation, and best practices guidance for Jira Cloud adoption.

Update Our day-to-day Task to My RM.

Projects & Achievements

Successfully led Jira Server to Cloud migration for Eaton, ensuring minimal downtime.Automated repetitive Jira administration tasks using ScriptRunner and REST API, reducing manual effort by X%.Implemented a custom ITSM dashboard for leadership, improving incident resolution visibility.

Worked as a Sr. Jira Administrator with Sentinel One Bangalore from July 2022 to May 2024

Project Details: -

Client : Sentinel One, Bangalore July 2022 to May 2024

Present Role : Sr. Atlassian Jira Administrator

Description: This is a US multinational Service Based company, head quartered in Mountain View, California. Sentinel One is a Cyber security base company. It is a pioneer in delivering autonomous security for the endpoint, data centre, and cloud environment to help organizations secure their assets with speed and simplicity. Sentinel One unifies prevention, detection, response, re mediation, and forensics in a single platform powered by artificial intelligence.

Roles & Responsibilities:

Managed and optimized Jira Service Management (JSM) projects, ensuring efficient ITSM processes.

Supported over 2000 employees using Jira, Jira Service Management and 4000 users Confluence. and article add-ons to the Atlassian cloud Instance.

Managed Jira Add-on and Worked on set-up Jira for Help-desk/Tickets.

Created customized Versions/Components for all Projects.

I Worked on The L2/L3 Support Team.

Design and maintain custom projects, workflows, schemes, screens and field configurations and Manage user permissions and project roles for JIRA, Confluence and other tools.

Developed the Automation's and SLA, s for the based-on Users requirement For JSM Projects.

Configured request types, queues, SLAs, and automation rules to improve service desk operations.

Proficient in JQL Queries.

Managed User clean-up for All Products.

Coordinate and lead the planned and unplanned maintenance of all systems.

Communicate and organize the teams necessary when responding to critical security vulnerability notices from internal and external sources.

Document all related products and project usage, including security schemes, books, scheme, and API s. permission schemes, configuration sequences, and incident responses.

Create Jira projects and automate workflows, dashboards, reports, and all other schemes as requested.

Installed JIRA Suite utilities plug-in that provides additional workflow features such as conditions, validator and post-functions.

Plan, implement, document, and administer configuration management across multiple projects.

Responsible for all production related changes/builds/deployments. Created SVN branches for future parallel releases.

Experience in SVN, Jira, and Jenkins. Responsible for creating the project space in confluence.

Responsible of being a reporter for each of the issue opened in JIRA.

Migrated DBA, Development and Testing teams from Version One to JIRA.

Migrated all build jobs from Hudson to Jenkins/Bamboo. Created build and deployment jobs in Jenkins for various components.

Using Jira REST API s, develop one-off solutions for integration's with other tools, automate manual processes, data migration routines and extract data for reporting and analytic purposes.

Provide information and communications to all Stakeholders using the products.

Integrate the applications with others such as Service Now, Zen-desk, Slack, Pager-duty, Level-access, Miro and Monday.com, Third party Apps.

I worked as a Jira Administrator with Capgemini Bangalore from December 2020 to March 2022.

Educational Qualifications:

B Tech from JNTU -2015 with 60%

Project Details: -

Client : OLA, Bangalore Dec 2020 to March 2022

Present Role : Sr. Atlassian Jira Administrator

Description: Ola Cabs is an Indian multinational ride-sharing company, head quartered in Bangalore. It also operates in other business verticals including financial services, cloud kitchens, and used-car marketplace. A variety of venture capitalists including Soft-bank have large stakes in the company.

Roles & Responsibilities:

Supporting complex Atlassian environments and have experience with integrating Atlassian tools with other internal & external systems.

Installed JIRA Behavior plug-in, which simply defines how field behaves with the issue in the project.

Installed JIRA Suite utilities plug-in that provides additional workflow features such as conditions, validator and post-functions.

Plan, implement, document, and administer configuration management across multiple projects.

Responsible for all production related changes/builds/deployments. Created SVN branches for future parallel releases.

Experience in SVN, Jira, and Jenkins. Responsible for creating the project space in confluence.

Responsible of being a reporter for each of the issue opened in JIRA.

Migrated DBA, Development and Testing teams from Version One to JIRA.

Migrated all build jobs from Hudson to Jenkins/Bamboo. Created build and deployment jobs in Jenkins for various components.

Coordinated with variety of teams like DBA, development and build team for a successful code promotion.

Designed, implemented and supported an integration solution between the Salesforce, Jira, Rally applications to share tickets across global time zones.

Implemented Jira, Confluence in AWS-EC2

Very good exposure in PostgreSQL

Prepared many shell scripts to monitor the Jira, Confluence and Bamboo

Designing, implementing and supporting fully automated Continuous Integration and Continuous Delivery processes

Working with and supporting multiple World-wide development teams delivering a wide range of software applications

Automating the build, deployment and testing of Front End, Middleware and Database components

Developing custom reporting tools, setting up automated health monitoring and alerting for builds and environments.

Worked very closely with Global Project Teams including IT architects, Operational Architects to ensure the solution is compatible and a long term fit for the company.

Carried out application Jira, Confluence, Fisheye & Crucible upgrades, database backups, database restore, database performance, backup scripts, deployment of patches and maintained data files and transaction logs.

Installed and managed Jira, Confluence, Fish-eye & Crucible, Oracle, SQL Server and Linux.

Enhanced profitability through building new relationships with multi-national accounts by supporting customers with technical assistance, resulting in additional business transactions.

Produced scripts for viable combination of JIRA applications with different tools.

Customized both JIRA and Confluence to integrate into the preexisting systems with an eye towards making the programs extensions of their systems, and not hindrances to their systems.

Automated AWS components like EC2 instances, Security groups, ELB, RDS, and IAM through AWS Cloud information templates.

Strong experience with SCM methodology, best practices, process improvement, and tool sets.

Responsible for maintaining integrity of all builds and environments.

Used Jenkins as a build tool to create build packages.

Automated the manual piece of deployment which saved one hour of time.

Performed code freeze on the development branches and informed the development teams to merge in the changes to integration branch before the scheduled date of staging.

Created development and integration Branches after a major release for various development teams.

Client : Ola. Bangalore Sep 2019 – Oct 2020

Role : Atlassian Jira Administrator

Roles & Responsibilities:

Experienced in Installing, Upgrading Atlassian products.

Support, compile and troubleshoot Atlassian tools.

Troubleshooting and fixing errors common to Applications and Application servers

Version Control Software Setup, Administration, Configuration (GIT, Subversion, CVS)

Involved in Atlassian Plugin Development using Java.

Evaluated and repaired existing Atlassian Suite installation in preparation of upgrade.

Creating updated work process for exchange parallel confirmation.

Created formats and dashboards for tweaked perspectives of the information particular to every gathering and line of business.

Produced scripts for viable combination of JIRA applications with different tools.

Designed custom JIRA workflow.

Plan, evaluate, deploy, operate and maintain tools to suit the expanding user database.

Provided training to technical and non-technical teams to use Atlassian tools.

Managed various development tools, testing tools and monitoring tools.

Worked on JIRA for Bug Tracking.

Worked on JIRA for Test Case Management.

Worked on JIRA & Agile (formerly known as green hopper) Best Practices.

Worked on Integrating JIRA with Confluence.

Created several customer accounts and maintained users.

Creating plan for projects with Portfolio plugin

Client : Ola, Cabs Oct-2016 to Aug-2018

Role : Atlassian tools administrator

Description: Ola Cabs is an Indian multinational ride sharing company offering services that include vehicle for hire and food delivery. The company is based in Bengaluru, Karnataka, India. As of October 2019, Ola was valued at about US$6.5 billion

Roles & Responsibilities:

Worked with cross- business process.

Coordinated with team leads to determine needs and how best to implement JIRA within department to the agile process.

Setup Dashboards, build Filters using JQL and subscribe to receive notifications/Alerts.

Developing application by Customizing Fields, Permission and Workflow.

Installed and upgraded JIRA and its Plug-ins in production to keep up to date.

Setup JIRA "Timesheet Report" plug-in to help users for time-tracking on their dashboards using a JQL or by configuring manually.

Customized workflows and associated to the projects as per the team's requirement.

Created JIRA projects, templates, workflows, screens, fields and other administrative activities.

Evaluated and repaired existing Atlassian Suite installation in preparation for upgrade.

Evaluated existing JIRA instance and resolved performance issues.

Evaluated existing architecture and implemented changes based on Atlassian best practices.

Worked with engineering tools team to implement JIRA for agile development.

Integrated the Rally connector so that defects can be tracked in both JIRA and Rally.

Migrated a second version of JIRA into the main production version of JIRA.

Integrated Green Hopper with JIRA and Confluence as trusted applications.

Implemented Crowd with Single Sign on for the Atlassian applications.

Created new permission scheme so end users only see the projects they need to see.

Redirected current URLs to exclude port numbers.

Created a step-by-step guide to create a project in JIRA & worked with users to fix the internal errors in SVN repositories that halt the migration. Integrated Jira with CRM tool Salesforces, Test Management tool Zephyr & Repository Management tool SVN

Mentor, coordinator and leadership roles in creation and execution of Software implementation.

Experience to administer Software Planner ALM for requirements management.

Extensively worked in Scrum environment with active involvement in daily meetings.

Interact with business analysts and software developers for bug reviews and participated in QA meetings.

Assisted Scrum team in preparing the Sprint backlog.

Experience with developing high level Design documents and participating in design reviews.

Experience providing training to development teams on how to track, plan and analyze using JIRA.

Conducted trainings for teams on team collaboration on effective use of Jira & confluence.

Preparing documentation plan, estimating work, and assigning work to the team

Experience in Repository creation/managing in Fisheye & Crucible

Expert in Incident Management Problem Management and Change Management

Certifications :

Jira Users and Project Management from Udemy

ITIL4 Foundation Certification By Skillsoft

Soft Skills :

Strong problem-solving and troubleshooting skills

Effective communication and stakeholder management

Training and documentation expertise

Agile and ITSM process knowledge

Education : JNTUH Sri Sarada Inst of Since and Technology (2010-2015), 60%, Bhongir,Hyderabad.

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