Service Desk Customer

Yeswanth Reddy

Sr. JIRA, Jira Align, Confluence, Bitbucket, Bamboo, Crowd, Jira Service Management Administrator

Email: ***************@*****.*** Mobile No: +91-630*******

CAREER OBJECT:

Looking for a challenging and responsible position in the field of Information Technology and have the flexibility to adapt to any new environment and work on any project wish to utilize this experience in an organization as part of them.

EMPLOYMENT DETAILS:

Organization

From

To

Duration

Roles

IBM (Deputation)

Oct 2022

Till date

2 Years

Sr. Atlassian Administrator

Accenture (Deputation)

Jan 2022

Sept 2022

8 Months

Jira Administrator

Cognizant

Oct 2019

Jan 2022

2.2 Years

Jira Administrator

EDUCATION QUALIFICATION:

Particular

Year of Passing

College/University

BE(ECE)

2018

VTU (Reva ITM, Bangalore)

PROJECT 1:

Product Name : RxCCR

Domain : Healthcare

Duration : Oct 2022 – Till Date.

Role : Sr. JIRA Administrator / Sr. DevOps Lead.

Tools : JIRA, Confluence, Crowd, JIRA Service Desk, GIT, GITHUB,

Bamboo, Bitbucket and Jenkins.

Description: RxCCR created to provide benefit and client data to our Customer Service Department. RxCCR leverages data from a single source system, RxCLAIM, reduces data discrepancy and rework. Most importantly it will provide a streamlined process for Client Services, as well as, provide accurate data to downstream systems used by Customer Service to respond to members calls. The capabilities of RxCCR include, but are not limited to, reporting, improved system performance, security and the ability keep up with the changes anticipated with business growth. The figure below displays the input and output linked to RxCCR.

Roles and Responsibilities:

Upgrading Atlassian Tools.

Troubleshooting and fixing errors common to Applications and Application servers.

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

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

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

Experienced in installation, configuration, usage and management on AWS (Amazon Web Services), Jenkins and GIT for application servers.

Managed JIRA Add-ons and Worked on Setup JIRA for Helpdesk/Tickets.

Published JIRA gadgets and dashboards on confluence page.

Migrated Jira, Confluence from CentOS to AWS-EC2 and Windows

Migrated from Atlassian Cloud to In House Servers

Maintained Various Add-ons and resolved the performance issues in Jira and Confluence

Worked with Jira Service Desk 3.0.x to set up service desk, creates service desk request types, and makes queues for service desk teams.

Implemented SSO/SSL

Implemented Master and Slave(s) to maintain the load

Prepared Various Shell and Groovy to automate few conditions and Server restarts

I have created integration with AD/LDAP/Crowd.

Implemented and customized many add-ons as per business requirement

Implemented DVCS for GITHUB

Implemented Agile boards

Created filters for various request

Implemented CI & CD with Bamboo

Created various plans in a Bamboo

Implemented Local and Remote agents in Bamboo

Configured Code review options in Bitbucket

Fork and Clone implementation has been done in Bitbucket

Created required repositories in GIT and GITHUB

Improved the Database Connection pools

Prepared few shell scripts for automation

Implemented few groovy scripts in script runner add-on

Connected with Various repositories in FishEye

Created users to review the code in Crucible

Creation of Jira Projects based on business request.

Creation of new Jira, Confluence, FishEye, Bamboo, Jenkins users and groups.

Managing Issue types for Jira Projects.

Configure the JIRA workflow for the project for improvement processes for screens, workflow procedures and reports of applications as per business requirement.

Maintained JIRA team and program tech lead with Change management review dashboards.

Worked as team JIRA administrator providing access, working assigned tickets, and teaming with project developers to test product requirements/bugs/new improvements.

Monitoring DISK Space Usage.

Analysing and Reporting upon JIRA Usage and Activities.

Regular review, clean-up, management and configuration of JIRA accounts and work closely with the different teams like LDAP, Network, and Infrastructure.

PROJECT 2:

Product Name : PAS

Domain : Healthcare

Duration : Jan 2022 – Sept 2022

Role : JIRA Administrator

Tools : JIRA, Confluence, Jira Service Desk, Crowd, AD/LDAP,

Bamboo & Jenkins and AWS-EC2.

Product Description: is a call center application to receive, review, and track requests for the prior authorization of medications submitted by physicians and members through multiple intake channels (Fax, Phone, Web, Mail, RxWeb and ePA)

The solution comprises complex business functionality which includes

•Eligibility checks against enterprise systems;

•Dynamic population of decision criteria;

•Multiple level reviews; Automated outbound call and correspondence transmission etc.,

Roles and Responsibilities:

Working on JIRA Agile projects like Creating Scrum/Kanban boards, configured columns, Filters and Reports for Sprints.

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

Up gradation and Migration of JIRA, Bit bucket, Bamboo.

Created/Managed Users and Groups in Jira.

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

Worked with JIRA Service Desk to set up service desk, create service desk request types, and make queues for service desk teams.

Setup Jira "Timesheet Report" plugin, to help users for time-tracking on their dashboards using a JQL or by configuring manually.

Upgraded all the plugins and applications (stash, confluence, Jira, fish eye) and synced with the old production applications.

Investigating the Jenkins logs and troubleshooting to fix the issues for failed builds.

Worked on JQL (Jira Query Language) filters, Dashboards, Gadgets for users

Monitor Jira logs when performing migrations, troubleshooting users’/system issues.

Worked with Jira Service Desk 3.0.x to set up service desk, creates service desk request types, and make queues for service desk teams.

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

Backup and Restore procedures

Creating project for testing team based on Zephyr plug-in.

Project 3:

Product Name : AMC (Agricultural Market Committee)

Duration : Oct 2019 – Jan 2022

Role : Atlassian tools Administrator

Tools : Jira, Confluence

Product Description: The Framework for Addressing Cooperative Extended Transactions. Facets is Trizetto’s comprehensive solution, an administrative system that supports the multiple lines of business and designed to handle complex requirement of Managed Care Programs.

One of the biggest changes in the Healthcare is Health care reforms. The purpose of EHB Accumulators project is to develop a process which exchanges the accumulators between United Medical and Dental systems via claims highway

Roles and Responsibilities:

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

Contracted to serve as the JIRA Systems Administrator for the international JIRA/Confluence infrastructure, including all associated programs, plugins and systems

customized both JIRA and Confluence to integrate into the pre-existing systems with an eye towards making the programs extensions of their systems, and not hindrances to their systems

Published Jira gadgets and Dashboards on Confluence Spaces, Pages, Child page.

Setup Continuous Integration environment using Jira, Bamboo, Bitbucket and Ant Script.

Worked with Jira Service Desk 3.0.x to set up service desk, creates service desk request types, and makes queues for service desk teams.

Up gradation and Migration of JIRA, Stash/Bitbucket, Bamboo.

Configure the JIRA workflow for the project for improvement processes for screens, workflow procedures and reports of applications as per business requirement.

Maintained JIRA team and program tech lead with Change management review Dashboards.

Worked as team JIRA administrator providing access, working assigned tickets, and teaming with project developers to test product requirements/bugs/new improvements.

Creating and modify workflows code using VB scripting.

Set up and configured Git repositories for Git Hub on Linux server/windows desktop and used Git commands to initialize/update repositories.

Prepared REST API data and Groovy Scripts

Automated few processes using Shell Programming

Resolved issues as they arise with JIRA projects and Confluence in coordination with JIRA hosting partner team.

Worked on Plugins related our SCM tools under Jenkins for implementing Java projects using ANT/Maven.

Created and managed JIRA templates and complex JIRA workflows including project workflows, screen schemes, permission schemes, and notification schemes and other functionality in support of departmental customers.

Migrated all build jobs from Hudson to Jenkins/Bamboos

I have resolved L1, L2 and L3 tickets with in SLA time.

Introduced Confluence to many departs, replacing their internal wiki system.

Supports the integration of existing and new applications within the current infrastructure, including but not limited to: Fisheye, Crucible, Crowd, Bamboo, and Stash.

Linux Development and Maintenance for various OS distributions, Open-source tools [Apache, MySQL, Mail sever], Software Development tools setups.

Created and configured new JIRA projects and worked with Production departments to port over existing JIRA projects from sandbox to Production with Project Configurator ad-on.

Extensive experience in setting up baselines, branching, merging, periodic backups of the source code and automation processes using shell and Perl scripts.

Worked on Atlassian Tech support for - Atlassian JIRA, Stash, Agile, Tempo Time Tracking, Confluence, Fisheye, Crucible, Bamboo, Service Desk, SVN, and GIT.

PREFISSIONAL SUMMARY:

Around 5 Years of Experience in IT Industry and having very good exposure in Atlassian tools- Jira, Jira Service Management, Confluence, Bitbucket, Bamboo, Crowd Administration

Experienced on AWS – EC2, and Atlassian Cloud.

I have installed JIRA, CROWD, Confluence, Bitbucket, Bamboo, Jenkins on both LINUX, and AWS-EC2.

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

Created Custom Workflows, Screens, and Fields in JIRA.

Migrated the Jira, Confluence from Server to Data Center.

Migrated the Jira, Confluence from Data Center to Atlassian Cloud

Created users on Active Directory, LDAP, Crowd and JIRA Internal Directory.

Implemented JDC and JDR in Windows and Linux.

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

Create Customized Dashboards, JQL Filters and shared with teams and used them on gadgets.

Created Spaces, Pages, Child Pages and Templates in Confluence.

Implemented Style Sheets, and Collaboration in Confluence.

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

Installed Various Plug-INS (Add-ons) for Import/Update of Projects and Issues, Fields.

Worked on Upgrade of Applications and Plug-Ins Synced with the old Production Applications.

Worked with Version Control System like GIT, SVN, GIT, GITHUB and Jenkins.

Worked on Scripting Languages like Shell/Groovy Scripting.

Worked with Jira Service Desk 4.0.x to set up service desk, creates service desk request types, and make queues for service desk teams.

Prepared SLA’s as per client Terms and Conditions.

Experience to providing the Training to development team on how to track, plan, and analyse using JIRA.

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

Test Application in Agile development process.

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

Worked on Build Automation and Continuous Integration tools like ANT1.8, Maven2.x/3.x, Jenkins (HUDSUN), and Bamboo.

Experience in complete SDLC process with expertise in planning, reviewing specification, documentation, scheduling, Design, Development, testing, Implementation and Maintenance of Applications using waterfall and Agile Methodologies.

Technical Skills:

Jira / Jira Align

Jira Service Management

Confluence

Crowd

Bitbucket

Bamboo

AWS

Groovy Scripting / Shell Scripting

Oracle/MySQL/MS SQL Server/PostgreSQL

Service Now/CI & CD /Linux

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