Data Center Service Management

Srikanth Ganipisetty (ACP®, CSM®, AWS®)

********************@*****.*** +1-217-***-****

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Professional Summary:

Atlassian Consultant with 8+ years of experience managing Jira Software, Jira Align, Jira Service Management, Bitbucket, and Forge, Confluence in multi-node Data Center and Cloud environments (Atlassian, AWS). Proven expertise in customizing Jira workflows, automating processes using Groovy, Bash, Python, and JavaScript, and integrating with diverse tools to enhance operational efficiency. Skilled in Jira Cloud migration and 3rd party tools and executing migrations ensuring data integrity, seamless app migration, and optimizing cloud performance.

Skilled in Linux, SQL, and RHEL command-line troubleshooting and maintaining clustered nodes. Extensive experience with ITSM, CRM (ClickSoftware FSE), and web applications like Hyland OnBase, Drupal, MicroFocus HP ALM, TeamForge, ZenDesk, and ServiceNow.

Proficient in facilitating Scrum meetings and conducting training sessions with a strong background in SDLC, ITIL, and Agile methodologies (SAFe, LeSS frameworks). Demonstrated ability to lead Jira upgrades, create runbooks, design architecture diagrams, configure solutions, and mentor teams for continuous improvement. Adept at workflow automation, API integrations using REST APIs, and driving operational excellence through process optimization.

Key Technologies and Core Competencies:

●Atlassian Tools: Jira (Software, Service Management), Confluence, Bitbucket, JiraAlign, Atlassian Access, Crowd in both Datacenter & Cloud, Automation for Jira

●Marketplace Apps: ScriptRunner, JMWE, JSU, JQL, WSJF, Rich Filter, Advanced Roadmaps, Macros, Assets Management, Draw.io, Miro, Enterprise Mail Handler for Jira (JEMH), Project Configurator, Workflow Enhancer for Jira, HIPAA Compliance, Forge, Connect, JCMA, Configuration Manager (CMJ), JWT

●Scripting & Automation: Groovy, Python, REST APIs, JavaScript, SQL, Shell Scripting, RHEL, Forge, Remote Connections (jira-jsm)

●Editors: Sublime, Notepad++, Visual Studio, IntelliJ

●Code Repository: GitHub, GitLab, BitBucket

●DevOps & Cloud Technologies: AWS (EC2, VPC, Load Balancers, RDS, CloudWatch), Docker, Kubernetes, OpenShift, Jenkins, RLM, ServiceNow, CI/CD, Postman, Visual Studio, IntelliJ, ZenDesk

●Databases: MySQL, Postgres, Oracle, RDS, NoSQL

●LDAP & SSO Integrations: Azure Portal Admin, Jira User Sync, Jira SSO, Atlassian Crowd, Atlassian Access, Atlassian Guard.

●Networking & Security: LDAP, SSO, Azure AD, NGINX, AppDynamics, Subnet Masking, VPC, Security Groups, SSL Encryption & DNS Configuration,Private/Public, Load Balancer Setup, Reverse Proxy, Elastic File System, setenv.sh, server.xml, Certs Installation, etc.

●Operating Systems (Administration Level): Linux, Windows

●SAAS/Cloud: AWS, Azure, Atlassian, ServiceNow, FSE

●Agile Methodologies: SAFe, LeSS, Jira Align, Scrum

●Monitoring & Reporting Tools: Splunk, JavaMelody, AppDynamics, Power BI, EazyBI

●Collaboration & Documentation: SharePoint, Microsoft Excel (Macros and Add-Ins), Email Customization, Reports, Dashboards.

●Other Tools: CRM Tools - ClickSoftware FSE, Hyland OnBase, Drupal, TeamForge, TaskTop, ZenDesk, ServiceNow, MicroFocus HP ALM, Zephyr

Noticeable Work Achievements:

●Recognized for on-time, high-quality deliveries by integrating JSM with Jira and fixing a long time holding bug, enhancing it across multiple Jira instances using REST APIs. Solved long-standing complex issues, streamlined work management, and implemented advanced Groovy and ScriptRunner automations, reducing issue resolution time and Jira maintenance tasks. Automated repetitive activities, improving operational efficiency - CitiBank (2024)

●Integrated Micro Focus HP ALM with Atlassian Jira & Bitbucket using Tasktop for seamless, bidirectional communication, enhancing project visibility and collaboration — Deloitte (DFPS), 2021

●Integrated ServiceNow with Jira using REST APIs without third-party plugins, delivering cost-effective and efficient communication — Deloitte (HHSC), 2021

●Automated SFTP document migration from local systems to Hyland OnBase Cloud and developed a Python and PowerShell-based sweeper job to handle sensitive documents securely — Deloitte (HHSC), 2021

●Migrated ZenDesk to Atlassian Cloud Products (JSM, Confluence, Atlassian Access) in 2 weeks, ensuring a smooth transition and conducting training for upper management — American Association of Nurse Anesthetists (AANA), 2021

●Consolidated federal service desk projects into a centralized JSM queue, integrating it with Confluence to build an effective knowledge base while maintaining security compliance — Audacious Inquiry (AI), 2020

●Automated scheduling processes using ClickSoftware CRM tools, creating efficient workflows later adopted by six additional teams, saving time and reducing manual efforts — Centene Corporation, 2019

Experience:

Engineering Lead Analyst (Atlassian Products) (July 2023 - Current)

Client: CitiBank

Employer: Fly-High Staffing LLC

●Automated Jira project configuration and maintenance with custom Groovy/Bash scripts, reducing manual tasks by 30% and saved 15+ hours/week through automation and merged three Jira instances into a single platform like Central Jira, standardizing workflows and reducing maintenance overhead by 20%.

●Led the Jira platform assessment, providing strategic recommendations implementation of Jira workflows for Change Management, utilizing ITIL processes to automate approvals, incident reporting, and service requests, improving operational efficiency by 25%.

●Developed and managed CI/CD pipelines (Jenkins, GitHub, Jira, RLM tools), improving efficiency in asset management processes.

●Led a team of 8 engineering support members and co-lead 5 administrators during the project, ensuring timely delivery and alignment with organizational goals.

●Led Jira automation for ticket creation remotely on JSM, linked requests with project workflows including bi-directional links, comment updates via Jira REST API.

●Integrated Jira with ServiceNow and GitHub for enterprise-wide workflow automation, reducing resolution times by 30% and enabling seamless DevOps processes.

●Successfully led the migration of Jira Data Center instances to Jira Cloud, ensuring zero data loss and seamless transition for over 2000 users. Utilized JCMA and other tools to manage data, apps, and user configurations, ensuring a smooth migration process with minimal downtime.

●Upgraded and maintained Jira Data Center with Multi-nodes, resolving issues with clustered nodes and enhancing system performance(from Jira 9.5 to 9.12 LTS).

●Used CRON expressions for auto-scheduling node checkups in both app and DB server, automation rules for scheduling jobs and escalation service via script runner.

●Created architecture and collaboration documents concerning integrations and runbooks for upgrades that includes conducting knowledge transfer sessions for 50+ personnel on Jira workflows, plugin management, and governance standards.

●Created and provided script review for several Behaviors, Listeners for the script users owning their instances.

●Upgraded the Nginx, AppD upgrade versions automatically via bash scripts, Jenkins, RLM, SNOW.

●Migrated the Bitbucket Repo to GitHub and Integrated Jira with GitHub efficiently for use of Co-pilot.

●Conducted continuous assessments and provided constructive feedback of existing platforms.

●Developed & Automated full -clean up of instances using Groovy Jira API for all schemes and automatically email when script & automation fails.

●Integrated the Jira with PowerBI for automated reports and dashboards using connectors.

●Fixed common DB Issues and DB indexing issues by running SQL Queries and scheduled jobs via scripted fields and House maintenance Javascripts connecting with Database Tables and Views regularly for better indexing and storing the data.

●Performed thorough maintenance of Oracle DB Server and executed backups and restores.

●Developed & Automated unit checkouts with daily email reports and tests Jira Health, License Status etc. using Python on Jira APIs and developed custom plugins using Atlassian Forge, Front End and REST APIs to extend Jira functionality for enterprise users.

●Used JavaScript and HTML to create dynamic Jira dashboards and enhance user experience with custom gadgets.

●Onboarded Load runner for performance tests with REST Cases, Vyugen Scripts, Jenkins Build and Integrated Zephyr Enterprise with Jira for comprehensive test case management, enabling real-time reporting and streamlined QA processes.

●Facilitated training sessions and workshops for cross-functional teams, ensuring alignment on best practices for Jira and Confluence use and fostering a culture of continuous improvement.

Environment: Linux, Jira, Confluence, BitBucket, GitHub, JiraAlign, Jira Service Management, LDAP, SSO, DNS, SSL, Groovy, JavaScript, Forge, Typescript, Jira Cloud, REST API, Jenkins, AWS, VPC, Load Balancers, Data Center Setup, Agile, ECS, RLM,, Shell Scripts, Docker, Jenkins, Python, Postman, Unit Tests, Zephyr Squad, Remote Instance, REST APIs, WebHooks, Automation Rules, ServiceNow, JEMH, Python, PowerShell, Email Server Config, Oracle DB, Plugins and License Management, SVN Repository Management, Roadmaps, Macros, Workflows, Microsoft Visual Studio, Draw.io, Miro

Software Systems Engineer/Jira Administrator (Mar 2021 - July 2023)

Client: State of Texas (TSS)

Vendor: Deloitte

Employer: Succor Technologies Inc.

●Successfully migrated TeamForge to Jira using Tasktop, Excel CSV, Project Configurator, and Confluence, ensuring zero data loss and seamless user training on Agile methodologies and tool usage. Also migrated Micro Focus HP ALM to Zephyr Test Management integrated with Jira.

●Installed and configured Jira on Linux servers within VPC environments using proxy setups, ensuring secure infrastructure.

●Managed LDAP Active Directory integration via Jira User Sync and Atlassian Crowd for on-premise servers.

●Spearheaded Jira and Confluence migrations from on-premise to Atlassian Cloud, supporting over 4,000 users with minimal downtime.

●Advised clients on Jira configuration best practices and conducted thorough assessments, identifying gaps in existing workflows and providing actionable recommendations for improvement.

●Configured Jira projects, customized workflows, and developed advanced automations using Groovy scripts and ScriptRunner, reducing issue resolution times by 25%.

●Conducted Platform Assessments and reviewed the existing platforms and provided actionable recommendations. Includes identify the tech debt, and improvement of systems to be more reliable and scalable with automation capabilities.

●Supported Hyland OnBase Dev and QA teams by migrating data from DIR and assisting with Azure Tenant Onboarding. Developed Python and PowerShell-based scripts automaticing sweeper modules for sensitive immigration document management.

●Integrated ServiceNow with Jira using REST API for HHSC, eliminating third-party plugins.

●Provided QA support for Drupal-based HHS websites while administering and supporting Jira Cloud.

●Integrated Jira and JSM with Confluence, BitBucket, Jenkins, and ServiceNow for continuous deployment pipelines, real-time roadmaps, and enhanced knowledge base functionality.

●Managed test case execution using Zephyr for unit, functional, and integration testing.

●Delivered Jira administration and Groovy scripting training, established best practices in automation, and maintained knowledge base articles, runbooks, and training decks on Confluence.

●Expert in Atlassian tools migration, implementation, and support, providing consultation on seamless data transfer with minimal disruption.

●Experienced in Agile methodologies (SAFe, LeSS) with a deep understanding of DevOps practices, supporting cross-functional teams in effective project management using Atlassian platforms.

●Ensured system performance, availability, and compliance by monitoring Linux servers, Oracle, and PostgreSQL databases, managing network security with DNS, SSL encryption, and reverse proxy configurations.

●Supported the PowerBI team on connections, integrations and Developed and maintained dashboards, reports, and filters using JQL. Automated notifications and SLA tracking for effective issue resolution.

●Collaborated with stakeholders to design workflows, create custom templates, and implement Atlassian governance standards for large-scale projects involving 100-2000 users and up to 300 projects.

●Strong expertise in REST API integrations, DevOps pipelines, and CI/CD automation using GitHub, Jenkins, and BitBucket.

●Provided exceptional user support, troubleshooting Jira, Confluence, and BitBucket issues in collaboration with Atlassian Premier Support and third-party vendors.

●Maintained HIPAA compliance and ensured data security across all projects.

Environment: Linux, Jira, Confluence, BitBucket, JiraAlign, Jira Service Management, LDAP, SSO, DNS, SSL, Groovy, JavaScript, REST API, Jenkins, AWS, VPC, Load Balancers, Data Center Setup, Agile, SAFe, DevOps, ServiceNow, Python, PowerShell, HIPAA Compliance, Email Server Config, Oracle DB, Postgres – NoSQL Databases, Plugins and License Management, Jenkins, SVN Repository Management, Roadmaps, Macros, Workflows, Microsoft Visual Studio, Draw.io, Miro, Cloud- Atlassian, Subnets, Security Groups, RDS DataBase

Software Engineer/Jira Administrator (Dec 2020- May 2021)

Client: AANA, IL, USA

Employer: RobertHalf International, MO, USA

●Migrated ZenDesk to Jira Service Management (JSM) Cloud and Confluence for 1500+ users, enabling LDAP and SSO integration via Atlassian Access.

●Migrated using CSV Bulk Import, External JSON project import, and Project Configurator.

●Integrated Corporate Active Directory users using Jira User Sync and implemented SAML SSO with Atlassian Crowd for secure authentication.

●Configured JSM projects with enhanced Cloud features, including Change Management, Service Requests with Approval, and Problem Management, by customizing workflows and screens. Automated processes and enhanced workflows using ScriptRunner (Behaviors, Listeners) with Groovy scripts on post-functions and REST APIs. Developed custom templates (Projects, Boards, Workflows) for streamlined project onboarding.

●Integrated JSM with JEMH for email management, and facilitated bi-directional communication with Quest’s Saleslogix (SLX) and ServiceNow using Exalate and Jira REST API. Integrated Jira with Bitbucket, Confluence, and internal Java applications using Webhooks.

●Enhanced DevOps capabilities by integrating JSM with Bitbucket and Jenkins. Developed and customized workflows, SLA tracking, and project templates aligned with ITSM processes. Implemented stringent security measures, including user-level workflow restrictions, resolution-based transitions, and project role-based issue security.

●Created self-service knowledge base portals using Refined Wiki in Confluence, integrated with JSM portals to support knowledge sharing and collaboration.

●Configured SLAs to trigger automated alerts for management. Developed JQL queries for customized dashboards and reports, tracking SLA success rates and user satisfaction. Automated ticket assignments and workflow transitions to ensure timely resolution.

●Implemented JiraAlign POC concepts without additional purchases to support SAFe processes. Collaborated with the PMO team on roadmaps, metrics, analytics, and reporting.

●Scheduled SQL queries. Resolved production tickets, managed alerts, and ensured SLA adherence using dynamic Jira dashboards and queues. Documented and updated runbooks to standardize operational tasks.

●Enforced Atlassian governance standards across projects, ensuring consistent use of shared workflows, notification schemes, project management architecture, and add-ons. Captured electronic signatures for compliance changes.

●Conducted Scrum meetings and training sessions with a strong background in SDLC, ITIL, and Agile methodologies (SAFe, LeSS frameworks). Provided mentorship on Jira usage, automation best practices, and effective project management.

●Achieved notable appreciation for automating processes through dynamic Jira dashboards, queues, and workflow enhancements, delivering impactful results within a short time.

●Managed test cases and requirements using Zephyr, linking defect cases for streamlined tracking.

●Configured project-specific Queues, Components, Versions, SLAs, and Custom Calendars.

●Administered Confluence for effective navigation using predefined/user-defined blueprints. Standardized space layouts with consistent use of macros like Content-by-Label, Live Search, TOC, and Informational/Warning messages.

Environment: Jira, JSM, JWT, JMWE, JSU, SQL, JQuery, REST API’s, Confluence, Sharepoint, Microsoft Excel, Macros and AddIn’s, Automation for JIRA, Rich Filter, JEMH Email Handler, SLA, ZenDesk, Quest’s SalesLogix (SLX), Reports, Dashboards, Atlassian Access, Email Customization, SSO, Active Directory (AD) Integration, Linux, SQL, AWS, Java, SAFe, Enterprise Mail Handler for Jira(JEMH), JQL Booster Pack, Project Configurator, DevOps, BitBucket, Jenkins, HIPAA Compliance.

Applications Engineer-II (Jun 2020 – Dec 2020)

Client: CDC gov

Employer: Audacious Inquiry LLC

Worked across diverse customer organizations, specializing in Atlassian tools (Jira, Confluence, Jira Service Management). Focused on system administration, automation, JSM Setup, Enhancements and Automations to optimize processes and support high-impact and sensitive timelined projects.

●Administered Jira/Service Desk/Confluence Applications as a member in the Atlassian Tools Engineering team.

●Consolidated Service Desk platforms for centralized communication using components and project onboarding.

●Used RefinedWiki for Service Desk Portal Customization. Workflows using JWT, JMWF, Automation Rules.

●Created a Central Queue Service Desk IZ Gateway project by merging all the existing federal projects into a centralized communication platform like JIRA service management (JSM) supporting COVID-19 vaccine deployment with stakeholders like CDC, CRISP, AIRA.

●Day-to-day support ticket solving issues with complex workflows, user permissions, project setup, Issue Security, customizations on both internal and customer- instances through daily/weekly support calls.

●LDAP Integration with AZURE AD using Jira User Sync on Customer Instances.

●Setting up Dashboards, Gadgets, Filters using Jira Query Language (JQL).

●Monitoring the applications using Java Melody, CloudWatch, etc.

●Setting up AWS instances from scratch to launch Jira using EC2, ELB, Auto scaling, VPC, security groups, EFS, RDS, Nginx, SSL, Park the Cloud etc.

●Integrating Jira and JSM into Confluence using page properties, KB, Live roadmaps, etc.

●Customer facing liaison on collecting requirements, capturing feedback and providing solutions.

●Written a bunch of REST API tools & Groovy scripts (behaviors/listeners) to customize Jira and to integrate Jira with other applications via webhooks.

●integrated JSM with Confluence for Knowledge Base (KB Articles) as a Self-service portal by following all security standards.

Environment: Jira Service Management, Confluence Data Center, AWS Cloud, Linux, RDS - Database, EC2, Load Balancer, VPC, Security Groups, EFS, RDS, Nginx, SSL, Park the Cloud, Java, RefinedWiki, Login Free, ScriptRunner - Behaviors, Fragments, Listeners, Automation rules, Kanban LeSS Agile, SSL Certs, REST API, Groovy Scripts.

Software Application Engineer (Oct 2019 - Jun 2020)

Client: Centene Corporation, St. Louis, MO, USA

Vendor: Accenture, North America, USA

Employer: IntelliJ Inc, Collabera Inc., New Jersey, USA

●Acted as SME and has automated scheduling processes using ClickSoftware Field Service Edge Lightning CRM tools and has automated several appointment scheduling processes and trained 6 More teams with a decent result and feedback saved in Operational & Maintenance costs.

●Deployed several enhancements on Click Field Service edge development on both Desktop & Mobile Platforms, Integration with internal applications, populating data into both SQL & MongoDB databases relatively.

●Integrating internal java applications into Atlassian products, and deploying these applications on Docker containers and Kubernetes cluster. Helping with deployments and builds from Jenkins, Git and Bitbucket Cloud.

●Monitored both CRM and Atlassian Jira applications using Splunk.

●Automation of UI based script execution using AngularJs and Junit Testing.

●Extensively used Custom JQL queries for Reports, Filters, Dashboards & Gadgets and worked closely with Agile Train in SAFe Framework along with Agile Coach, PMO, Product Owner & Scrum Masters.

●Integrating Jira with Atlassian BitBucket for bi-directional communication.

●Automated Jira workflow functionalities using groovy/customized scripts in post-functions.

●Intensive Linux usage (Jira servers) and Jira GUI Automation rules daily.

●Installing and setup of New Datacenter Instances on the Amazon Linux Servers for Jira, LTSS Internal tools.

●Fixed Gadget Error on Jira Dashboards by updating the SSL certs (CA) for the instance across the Linux Ubuntu servers.

●Created several KB articles on Confluence and worked closely with the PMO team for creating the Architecture diagrams and Playbooks.

Environment: Jira Server/Datacenter, Confluence, Miro, AWS Cloud, MySQL Database, Splunk, Nodejs, ClickSoftware FSE CRM (Cloud), JavaScript, MongoDB, Linux Administration, Groovy Scripting, Script Runner, Workflows, REST API’s, Postman, SQL DB, SAFe Agile, Azure AD, JSON, Jenkins, Git and Bitbucket Cloud.

Applications Developer (Jul 2016 – Dec 2017)

Client: Hebeon Technologies, Hyderabad, India

Employer: Creators Touch Global Solutions, Vijayawada, India

●Responsible for creating efficient design and developing User Interaction screens.

●Developed dynamic emails using JavaScript, and hand coding of HTML5, XHTML, and CSS3.

●Developed responsive and interactive pages using Angular 1.0 and spring boot frameworks.

●Implemented various Validation Controls for client-side validation with JQUERY and JavaScript.

●jQuery opinionated about how a CRUD (Create, Read, Update, Delete) works on Applications against relational databases like SQL programming language.

●Experienced with a SCM such as GitHub, SVN to manage source code repositories and performed branching, merging, and tagging depending on requirement.

Environment: JavaScript, SQL Database, Spring Boot MVC, JQuery, OOPS, HTML5, CSS3, XML, Linux, Shell scripting, Hibernate, MySQL, AngularJS 1.0, NodeJS, Maven, GitHub.

Licenses & Training Certifications:

AC-JPA : Atlassian Certified Jira Project Administrator for Data Center and Server (2021) by Atlassian

CSM: Scrum Alliance Certified Scrum Master (2021)

AWS Cloud Economics (2021) by Amazon Web Services

Atlassian Team Tour Government Symposium (2021) from Atlassian

AWS- SAA: Amazon Web Services Solutions Architect Associate (2020)

ClickSoftware CRM Consultant (2019-2020)

ACP 120: Atlassian Certified Jira Cloud Administrator (2021)

APB 710: Atlassian Certified Jira Align(/Agile Craft) Pro-Skills Badge(2021)

Using Confluence for Documentation and Knowledge bases.

Several Skill Badges..

Education:

Master of Science in Computer Science

University of Illinois at Springfield, USA (Jan 2018– May 2019)

Bachelor of Technology in Computer Science & Engineering

JNTU Kakinada, India (Jun 2012– Apr 2016)

Publications:

-“Fast Growth of CI/CD Deployment Pipelines,” (ACM) (Apr 2019)

The importance of CI/CD deployment pipelining and the rapid growth and transformation in computer IT architectures. About CI/CD, changing culture as a necessity. When, where and how it is developed. Recommended 2 new Methods to follow based on current deployment models.

References:

-Professional references are available upon request.

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