Service Desk Management
Resume:
Ashok
CORE SKILL SET
Atlassian Data Centre
Jira Core, Jira S/W
DC to Cloud Migrations
Script runner -Groovy
Agile Methodologies
Jira Service Desk
Confluence
ServiceNow
GIT
MySQL, PostgreSQL
Windows Server
LDAP/AD
qTest
Structure
JCMA – Migration
Project Configurator
JSU,JMWE
Automation Rules
eazyBI Reporting
EDUCATION
B. Tech from JNTU University -
2011
Technical Competencies:
Admin Tools:
JIRA Core, Jira Service Desk, Jira Agile,
Script Runner, A4J, Confluence and
Macros, Crowd, Bit bucket.
Application Severs:
Tomcat 9.x,
RDBMS:
Oracle 12c R1 &R2,MSSQL
Server2012R,Mysql 5.7, PostgreSQL
Operating System:
Windows XP & Linux RedHat
Cloud: AWS & Atlassian
PROFESSIONAL SUMMARY
Results-driven professional leveraging nearly 9+ years of experience in Administrating Jira Software, Jira Service Management and Confluence. An eloquent, focused and dedicated professional with rich technical knowledge and experience in handling Australia, US and UK Customers,DevOps applications and Implementation of business applications for Entertainment, Medical, Telecom, Automotive and Electrical domains. Experience Details:
Worked with Infosys (HPE) from Sep 2022 till Present.
Worked with Nexwave (Intel) from April2022 to Sep2022.
Worked with VHire Services (Cisco) form Sep 2022 to Sep 2022.
Worked with Ness Technologies(CDPHP) from June 2021 to Apr2022
Worked with ACPL(Green Lake) from Feb 2020 to June 2021.
Worked with TATA Group from Nov 2015 to Feb 2020. Experience Summary:
Have 9+ years of experience in Administrating Atlassian Jira, Confluence, and Jira Service Management in Atlassian Data Centre environment.
Expert in gathering requirements from business stake holders, scrum masters and product owners
Implemented complete business flow with custom fields, alerts, automation rules and advanced workflow configurations
Extensive experience in integrating and Troubleshooting Atlassian Products with other applications
Extensively worked in Scrum environment with active involvement in daily scrum meetings.
Experience in installing plugins on Atlassian tools
Working closely with team members, and product owners on gathering requirements.
Developing reports using JQL filters and populating on dashboards for Higher management
Involved in migrating Jira Server to Jira Cloud
Integrated Jira Software with Slack for alerting the channels
Expert in documenting the solutions in confluence as KB articles
Developed several spaces and configured macros to get the Jira data
Trained the Agilest on using Jira software with their scrum and Kanban boards
Delivered Automation rules for removing manual tasks being performed repeatedly to saving time and additional efforts
Worked with business analysts and configured customer portals, and request types in JSM.
**************@*****.***
Bengulur,India
2
Professional Experience:
Client: HPE – Hewlett Packard Enterprise
Role: Sr. Jira Consultant
Duration: 09/2022 - till present
Team Size: 7
Environment: Atlassian SAAS Cloud
Roles & Responsibilities:
JIRA
Created JIRA workflows including advanced workflows with Post-functions, Conditions, Validators and Triggers.
JIRA customization - Issue Schemes, Workflow Schemes, Screen Schemes, Field Configuration Schemes, Permission Schemes, Notification Schemes.
Configured and support JIRA projects for various teams (Agile, Scrum, Kanban, etc.) across the Organization.
Customized Confluence spaces, templates, and macros to support collaboration and knowledge Sharing.
Integrated JIRA and Confluence with other tools such as Bitbucket, ServiceNow, Slack, Sales force, Microsoft Teams, qTest,etc.
Implemented and manage third-party add-ons, plugins, and extensions.
Manage users & groups - add and invite users through AD, LDAP.
Performed JIRA Re-Indexing and Integrity checker.
Actively Participated in Planning, execution, and management of the Jira and Confluence Migrations from Data Center to Atlassian Cloud & Cloud to Cloud Migrations.
Executed data transfer, system configuration, and user setup within the Atlassian Cloud environment.
Utilized Atlassian migration tools (e.g., Jira Cloud Migration Assistant, Confluence Cloud Migration Assistant) to facilitate efficient data transfer and system configuration.
Hands-on experience with data transfer, system configuration, and user setup in Atlassian environments, including post-migration fixes related to screens, schemas, and workflows.
Used built-in Add-ons as well as third-party Add-ons for extending the functionality of the tool.
Good hands-on in writing JQL queries and creating filters for JIRA
Worked on scripting using Script Runner plug-in (e.g., Groovy) and its use in WF and A4J
Worked on Jira Expressions.
Very Good Exposure in Agile Boards - Scrum and Kanban project implementation, Epics, Stories and bug.
Good knowledge of databases (e.g., MySQL, PostgreSQL) and Linux server environments.
Created events, email notification schemes and assigned project roles on JIRA.
Worked on generating reports for senior management on JIRA using gadgets
Profound in JIRA Service Desk/Tickets
Hands-on customization of SLA s and calendar for projects
Good exposure in projects export and imports and merged different environments into single
Perform regular system audits, health checks, backups, and performance tuning.
Develop and maintain documentation for system configuration, procedures, and best practices
Provide technical support and training to end-users and troubleshoot issues in a timely manner.
Migrated approx... 1800 project form Data center to cloud instance
Managing & updating the plugin in data center biweekly
I have very good knowledge in Jira, Confluence up-gradation from lower version to new version
(Both Core and Applications up gradation).
3
Good Knowledge in Windows and Linux Patch Installation.
Performed Clean-Up activity by identifying and merging common workflows.
Adding contexts to custom fields and deleting the duplicated custom fields as part of clean-up.
Revoked user licenses who never logged in or last accessed for more than 6 months
Used JMWE plugin to configure advanced conditions, validators with Boolean expressions
Configured Incoming mail servers and Mail handlers for auto-creation of issues through emails
Created events for custom alerts via notification schemes and workflow post-functions
Configured cascading fields and validated using JMWE
Introduced Jira Filter macros in confluence spaces to bring up Jira data into confluence pages
Worked with page approval plugin in confluence pages to publish the pages based on approvals
Conducted pieces of training for employees and new hires at JIRA and also briefed the team/s on new functionalities.
CONFLUENCE
Created & restricted spaces, templates, layouts for the users and groups.
Managed space permissions and global permissions for the users.
Participated in Version and license up gradation with the team.
Organized master and branches pages well.
Worked on Major Macros as well.
Good knowledge in Database clustering and taking the Jira, Confluence DB backup.
Good experience in Creation of users, groups and directories and their access permissions.
Integrated with other Atlassian products like Jira, Confluence, etc., and synchronized the users along with the groups.
Managed Audit log timely.
GIT & BITBUCKET
Extensively worked with GIT in Creating the repositories
Good at integrating GIT to Bit-Bucket repositories, Creating the projects and cloning the repositories
Good knowledge in Handling multiple Repositories with fork, Merging of repositories, Creation of hooks and Web-hooks.
Client: Intel
Role: Atlassian Jira Admin
Duration: 04/2022 - 09/2022
Team Size: 5
Environment: Atlassian SAAS Cloud
Roles & Responsibilities:
Collaboration with the end users and BA's.
Providing access to necessary Atlassian Products as appropriate based on Approvals 4
Jira Project creation and customizations
Monitoring the queues and acknowledging the requests and providing on-time responses
Worked on EST hours to support US teams on Jira and Confluence issues
Created spaces and restricted pages to certain groups and users
Created Bitbucket project and repositories and provided read, write and admin accesses to dev teams
Execution of application testing whenever apps are introduced to the Atlassian products
Developed several automation rules to create sub-tasks, auto assignation to issues based on issue environment,
Created Scrum/Kanban boards and configured columns and card layouts.
Added quick filters on boards and marked the cards to display custom field information
Configured custom fields on customer portals in JSM Client: Cisco
Role: Lead Jira Admin
Duration: 08/2022 - 9/2022
Team Size: 2
Environment: Atlassian SAAS Cloud
Roles & Responsibilities:
Managed all the three environments in data center
Providing access to necessary Atlassian Products as appropriate based on Approvals
Jira Project & wiki space creation and customizations
Monitoring the queues and acknowledging the requests and providing on-time responses
IST hours to support US teams on Jira and Confluence issues
Created spaces and restricted pages to certain groups and users
Created Bitbucket project and repositories and provided read, write and admin accesses to dev teams
Migrated from Rally features to Jira DC by using CSV Import and then Migrated to Jira Cloud.
Developed several automation rules to create sub-tasks, auto assignation to issues based on issue environment.
Client: CDPHP – (Capital District Physicians Health Plan) Role: Lead Jira Development
Duration: 06/2021 - 09/2022
Team Size: 2
Environment: Jira DC
Roles & Responsibilities:
Leading a team of 2 and supporting in EST hours . 5
Been to client location to understand the business process and goals, worked with BU heads, Business Analysts and product owners.
Upgraded Jira from 8.0.2 to v8.13.7.
Upgraded Confluence from 6.15.4 to 7.16.4.
Monitoring any security vulnerability issues published by Atlassian and planning for workarounds or permanent fixes.
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.
Responded to all incoming questions and inquiries related to JIRA applications.
Prepared projects, dashboards, reports and questions for all JIRA related services.
Worked on qTest for access issues .
Providing access to necessary Atlassian Products as appropriate based on Approvals.
Jira Project creation and customizations.
Monitoring the queues and acknowledging the requests and providing on-time responses.
Worked on EST hours to support US teams on Jira and Confluence issues.
Created spaces and restricted pages to certain groups and users.
Created Bitbucket project and repositories and provided read, write and admin accesses to dev teams.
Execution of application testing whenever apps are introduced to the Atlassian products.
Developed several automation rules to create sub-tasks, auto assignation to issues based on issue environment.
Created Scrum/Kanban boards and configured columns and card layouts.
Added quick filters on boards and marked the cards to display custom field information.
Configured custom fields on customer portals in JSM. Client: Green Lake
Role: Atlassian Jira Admin
Duration: 02/2020 - 8/2021
Team Size: 3
Environment: Jira DC
Roles & Responsibilities:
Conducted analysis and evaluation of existing systems to upgrade latest versions of JIRA.
Assisted in assessment of existing production systems and configuration services for upgrading.
Provided technical expertise for analysis and assessment of current security and database configuration services
Leading, planning, and managing documentation projects for product releases.
Upgrade and Migration of Atlassian Products in both Linux and Windows Servers. 6
Subject Matter Expert in all Jira project schemas such as Custom fields configuration, Screen
Schemes, Workflows, Issue type schemes, permission scheme & notification schemes.
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.
Assisted Scrum team in preparing the Sprint backlog.
Interact with business analysts and software developers for bug reviews and participated in QA meetings.
Added quick filters on boards and marked the cards to display custom field information
Configured custom fields on customer portals in JSM Client: TPL - Hydrocarbon
Role: Atlassian Jira Admin
Duration: 11/2015 - 2/2020
Team Size: 4
Environment: Data Center
Roles & Responsibilities:
Developed technical solutions by coordination with internal project teams and understanding of requirements Providing access to necessary Atlassian Products as appropriate based on Approvals
Responded to all incoming questions and inquiries related to JIRA applications
Prepared projects, dashboards, reports and questions for all JIRA related services.
Implementing and developing solutions enabling Development and Operations teams to build, deploy, monitor and test applications and environments.
Assisted Scrum team in preparing the Sprint backlog
Implementing monitoring and reporting solutions across a range of environments and platforms.
Managing User Management in both Jira & cloud.
Evaluating and advising on virtualization and containerization solutions.
Setting up and introducing Continuous Deployment processes and advising on best practice.
Suggested improvement processes for screens, workflow procedures and reports of applications
Conducted analysis and evaluation of existing systems to upgrade latest versions of JIRA.
Assisted in assessment of existing production systems and configuration services for upgrading.
Provided technical expertise for analysis and assessment of current security and database configuration services.
Subject Matter Expert in all Jira project schemas such as Custom field’s configuration, Screen Schemes, Workflows, Issue type schemes, permission scheme & notification schemes.
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