Service Desk Project Management

Kaddepalli Hemanth

Kumar

JIRA Administrator & Developer

* ***** * ****** +91-636******* ***********@*****.** m

Profile Summary

With over 6+ years of experience as an Atlassian JIRA Administrator & Developer, I bring extensive expertise in Confluence, Agile, Service Desk, and project management. I possess a deep understanding of agile methodologies, collaboration tools, and continuous integration. Proficient in utilizing various add-ons such as "Script Runner," "Richfilter for Jira Dashboards," "Versions Hierarchy," "Xray," "Zephyr Scale,"

"Structure," "Agile Cards," "Extension for JIRA Service Desk,"

"Configuration Manager for JIRA," and "Automation for JIRA." Additionally, I have 2 years' experience in Atlassian JIRA development using Groovy scripting. My core competency lies in leveraging Atlassian products for effective project management and seamless workflow on JIRA.

Education

Work Experience

Mar 2023 - Present

JIRA Administrator & Developer

Societe Generale Global Solution Centre Pvt Ltd

I have 2 years of experience as an Atlassian JIRA Administrator & Developer.

Responsibilities:

• Configured Atlassian Tools JIRA, Confluence, and JIRA Service Desk.

• Installing JIRA in Windows environment and Creation of new JIRA Projects.

Key skills

JIRA

Confluence

SharePoint

Service Desk

GIT

Bitbucket

Atlassian JIRA

Personal Information

City Bengaluru

Country INDIA

Languages

Telugu

B.B.A/ B.M.S, 2017

Bangalore University

12th, 2017

Karnataka, English

10th, 2012

Andhra Pradesh,

English

• Worked with JIRA Service Desk to set up, creates Service desk request types, and makes queues for service desk teams.

• Worked with Service Desk Customer Portal as per Client requirement.

• Based on client requirements, Restrict the Request Types to other groups.

Preparing roadmap for Jira service to Data center and Jira Server to Jira Cloud.

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

• Implemented post functions in Advance Workflows.

• Backup and Restore procedures.

• Troubleshooting and fixing errors common to Applications and Application servers

• Created users on Active Directory, synchronized the users on JIRA and assigned groups and spaces.

• Having Exp in User management to restrict the user access & restrictions.

• Working exp in Confluence Spaces & Pages also Macros as well.

• Installed and managed plug-ins for JIRA and confluence in production environment.

• Published JIRA gadgets and dashboards on confluence page.

• Maintained Various Add-ons and resolved the performance issues in JIRA and Confluence.

• Implementation with help of script runner through automate the admin functionality.

• Analysing and reporting upon JIRA Usage and Activities.

• Worked on migration from Jira Server to Data center and Jira Server to Jira Cloud.

Mar 2018 - Mar 2023

Jira Administrator & Developer

Collabridge Pvt Ltd

I have 4.9 years of experience in Atlassian JIRA Administrator & Developer, Confluence, Agile, Service desk, Good Exposure in Analysis, Design, Development, Project management, agile methodologies, Collaboration tools, Continuous Integration.

•I have good knowledge with multiple add-on's ("Script runner" "JSU"

"Insight", "Dynamic Forms" "extension for JIRA service desk",

"Configuration Manager for JIRA", "Automation for JIRA", etc)

•I have 2 years' experience of Atlassian JIRA Development with using Groovy Script Experience in Atlassian Products on JIRA.

•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.

•Proficient in JQL Queries.

•Managed User clean-up for All Products.

•Documentation for all related products and project usage, including security schemes, scheme, and APIs. 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.

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

Months

BANKING

- Successfully led a 24-month long project in the banking sector, resulting in a 15% increase in client satisfaction and a 20% reduction in processing time.

- Implemented innovative strategies in the banking project, leading to a 30% improvement in operational efficiency and a 25% increase in revenue.

- Collaborated with cross-functional teams to deliver the banking project within the stipulated 24-month timeline, exceeding client expectations and receiving positive feedback.

Contact this candidate