Service Desk Cloud Administrator

MOHAMMED HUSSAIN

Contact Number +91-880*******

Email Address: ********.***********@*****.***

Professional Summary:

To obtain a position as Jira/Confluence Cloud ADMINISTRATOR in the software industry where I can use my skills in Application servers, Linux administration programming reporting, prototyping testing and interpersonal communication to build dynamic websites and help my company become a global leader.

Atlassian JIRA

Utilized Jira Product Discovery to capture, prioritize, and evaluate product ideas across stakeholders and customer feedback.

Created custom views, roadmaps, and scoring frameworks to align product opportunities with business objectives.

Integrated Discovery with Jira Software to seamlessly convert high-impact ideas into deliverable epics and stories.

Collaborated cross-functionally using insights and impact scores to guide strategic product decisions and roadmap planning.

Led product discovery rituals, including idea validation, stakeholder input gathering, and opportunity assessments.

Creating Jira, Confluence in Atlassian Cloud environment.

Creating complex JIRA workflows including project workflows, field configurations, screen schemes, permission schemes and notification schemes.

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

Creating Jira Service Desk projects, Custom fields, Issue Types and screens for Customer portals. Configure the Customer Portal, request types, queues, SLA metrics

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).

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

Published JIRA gadgets and dashboards on the 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 desks, create service desk request types, and make queues for service desk teams.

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

Manage users & groups – add and invite users through AD, LDAP and CROWD

Performed JIRA Re-Indexing and Integrity checker

Used built in Add-ons as well as third party add-on’s for extending the functionality of the tool

Good hands on in writing JQL queries and filters for JIRA

Very Good Exposure in Agile Boards – Scrum and Kanban project implementation, Epics, Stories and bugs. Configured columns, Filters and reports for sprints

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

Integrated JIRA with Single Sign-on (SSO) plug-in CONFLUENCE

Created and 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

Had good knowledge in Database clustering and taking the Jira, Confluence DB backup’s Technical Competencies:

Administration Tools

JIRA Core, Jira Service Desk, Jira Agile, Jira Product Discovery, Confluence

Application Servers

Tomcat 9.x, JBOSS and WebLogic Server

RDBMS

Oracle 12C-R2, MS-SQL Server 2005/2008R2, MySQL Server, PostgreSQL

Operating System

Windows (All Versions), XP and Red Hat Linux

Version Control Tools

SVN, GIT, GITHUB, TFS and CVS

Cloud AWS and Atlassian

Education:

B. Com-Computers from Andhra University with 82%. Work Experience:

● Worked in DynPro India Private Limited from 30th Sept 2024 to 30th April 2025. Client : Lucid Motors

Duration : September 2024 –April 2025

Role : Jira/Confluence Administrator

ROLES AND RESPONSIBILITIES

Utilized Jira Software for issue tracking, sprint planning, and project lifecycle management.

Created and managed epics, user stories, bugs, and tasks to support Agile development workflows.

Collaborated across cross-functional teams using Jira dashboards, filters, and reports for real-time progress tracking.

Maintained scrum and Kanban boards to streamline daily stand-ups, retrospectives, and sprint planning sessions.

Defined and prioritized product backlogs in Jira based on business value and stakeholder input.

Tracked epics and user stories through Jira to align development progress with roadmap goals.

Generated custom Jira reports and dashboards to communicate status updates to stakeholders.

Administered and configured Jira Service Management projects to support ITSM functions, including incident, problem, change, and request management. Set up and manage SLAs, automation rules, queues, and request types to improve service desk efficiency.

Collaborated with internal teams to streamline service workflows and ensure timely issue resolution through customized JSM processes.

Monitored and maintained service queues, escalations, and priority rules to meet organizational response and resolution targets.

Integrated JSM with Confluence for self-service knowledge bases, reducing ticket volume and improving end-user support.

● Worked in Shipbob Inc. from Feb 2022 to July 2024. ROLES AND RESPONSIBILITIES

● Jira Service Management (JSM) It was previously known as Jira Service Desk Jira Service Management is designed to help IT teams and other service-oriented teams manage requests, incidents, changes, and more, aligning with ITIL practices It integrates well with other Atlassian products like Jira Software and Confluence. Here’s a high-level overview of what you can expect with Jira Service Management:

Service Desk: Provides a portal for customers to submit requests, track their progress, and get support.

● Incident Management: Helps in tracking and managing incidents, with features for alerting and communicating with stakeholders.

● Change Management: Facilitates planning, approving, and tracking changes in your IT environment.

● Problem Management: Allows you to identify and manage the root causes of incidents to prevent future issues.

● SLAs (Service Level Agreements): Lets you define and monitor performance against SLAs to ensure service quality.

● Automation: Offers customizable automation rules to streamline workflows and reduce manual effort.

● Knowledge Base Integration: Connects with Confluence to provide a knowledge base for self-service support.

● Reports and Dashboards: Provides reporting tools and customizable dashboards to monitor service performance and team activity.

● ITIL (Information Technology Infrastructure Library) Practices: Supports ITIL processes and practices, providing templates and workflows aligned with ITIL standards.

● Customizable Workflows: Allows you to design and implement workflows tailored to your organization’s needs.

● User Permissions and Roles: Provides detailed control over who can access and perform actions within the service desk.

● Integration Capabilities: Integrates with various tools and platforms, including third-party apps and services, via APIs and marketplace add-ons

● Provides administrative support for Atlassian JIRA services and JIRA-related products such as Confluence and JIRA Service Desk

● ● Develops JIRA workflows, customizations, and integrations to support management of ShipBob information systems

● ● Builds and tests integrations between JIRA and other 3rd-party operations tools

● ● Manages JIRA and related product updates and patching; works with Atlassian support and support organizations of the product plug-ins used

● ● Processes JIRA configuration and fix requests

● ● Plans and conducts technical tasks associated with the implementation and maintenance of JIRA software stack

● ● Prepares technical specifications to meet operational security requirements for JIRA and related products

● ● Adheres to stringent security, change/configuration management procedures and policies

● ● Effectively communicates project tasking status and participates in stand-up and scrum meetings

● ● Researches and investigates software and plug-in technologies; effectively reports recommendations in a clear and timely manner to the team.

● Worked with TCS, Chennai from May 2015 to Dec

2021 PROJECT 1

Client : Qualcomm

Duration : May 2015 –July 2018

Role : Atlassian Jira/Confluence

Administrator. Operating System : Linux, AWS

Tools/Software’s : Jira Service Desk, Jira Software, Jira Agile, Confluence. ROLES AND RESPONSIBILITIES

● Creation of Jira Projects based on user request.

● Use Agile methodology throughout the project. Involved in weekly and daily bases release management.

● I have done the up gradation from Jira 6.4.4 to 7.0.0 and 7.0.0 to 7.2.4 & 7.2.4 to 7.10.4

● Implemented Condition, Validation, and Post Functions in advanced workflows.

● Very Good Exposure in Agile/Safe Agile project implementation, Sprints, Epics, Stories, Components and Versions.

● I have very good knowledge in Mail, Crowd, and AD/LDAP Configuration with Atlassian Jira, Confluence.

● Worked on JIRA Agile/Safe Agile projects like Scrum and Kanban.

● Use agile methodology throughout the project. Involved in weekly and daily bases release management.

● Working with a strong team of architectures, backend developers to gather function and non- functional requirements.

● Monitoring IoT (Internet of Things) specified infrastructure design and implementation process.

● Involved in source control management with GitHub and GitLab Enterprise level repositories. Regular activities include configure user’s access levels, monitor logs, identifying merge conflicts and managing master repository.

● Deploy and monitor scalable infrastructure on Amazon web services (AWS) & configuration management.

● Involved in performing application deployment to AWS Elastic Beanstalk environment.

● Configured & deployed Java applications on Amazon Web Services (AWS) for a multitude of applications utilizing the AWS stack, cloud formation.

● Created environment on AWS platform, AWS Hadoop EMR cluster, Kafka Cluster, Cassandra Clusters and implemented system alerts on DataDog.

● Used the command line interface to manage apps, services in Pivotal Cloud Foundry as well as Apps manager.

● Create, bind the user defined and built in services in Pivotal Cloud Foundry (PCF).

● Build, Test and deploy applications by using pivotal cloud foundry

● Built & Deployed Java/J2EE to web application server in agile continuous integration environment and automated Labelling activities in TFS once deployment is done.

● Involved in phases of testing for example Integration testing, Smoke testing, Performance testing and Load testing. We are also using inbuilt test cases in Jenkins and running those tests on the master branch.

● Developed build & deployment scripts using MAVEN. Automated the process using plugins available Jenkins and moved from one environment to another throughout the build pipeline.

● We are driving towards continuous integration and continuous delivery using Jenkins and Ansible for Docker image building and deployment.

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

● 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.

● Created Custom workflows, custom screens and custom fields on JIRA.

● Migrated JIRA across environments and worked on JIRA database dumps.

● Configured and maintained Jenkins to implement the CI process and integrated the tool with Ant and Maven to schedule the builds.

● Experience in using SQL, PL/SQL stored procedures, indexes, materialized views, shell scripting, partitioned and non-partitioned tables, packages and triggers for improved performance of the database.

● Perform promotion on Clear Case from one server to another server.

● Working with a strong team of architectures, backend developers to gather function and non- functional requirements.

● Monitoring IoT (Internet of Things) specified infrastructure design and implementation process.

● Involved in source control management with GitHub and GitLab Enterprise level repositories. Regular activities include configure user’s access levels, monitor logs, identifying merge conflicts and managing master repository.

● Deploy and monitor scalable infrastructure on Amazon web services (AWS) & configuration management.

● Involved in performing application deployment to AWS Elastic Bean Stack environment.

● Configured & deployed Java applications on Amazon Web Services (AWS) for a multitude of applications utilizing the AWS stack, cloud formation.

● Created environment on AWS platform, Cassandra Clusters and implemented system alerts on Data Dog.

● Used the command line interface to manage apps, services in Pivotal Cloud Foundry as well as Apps manager.

● Built & Deployed Java/J2EE to web application server in agile continuous integration environment and automated Labelling activities in TFS once deployment is done.

● Involved in phases of testing for example Integration testing, Smoke testing Performance testing and Load testing. We are also using inbuilt test cases in Jenkins and running those tests on the master branch.

● Developed build & deployment scripts using MAVEN. Automated the process using plugins available Jenkins and moved from one environment to other throughout the build pipeline.

● We are driving towards continuous integration and continuous delivery using Jenkins and Ansible for Docker image building and deployment.

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

● 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.

● Created Custom workflows, custom screens and custom fields on JIRA.

● Migrated JIRA across environments and worked on JIRA database dumps.

● Cloning the Jira Projects.

● Created various Projects, Plans, Jobs, Versions and releases in Bamboo

● Re-indexing Jira on a timely basis.

● Creating spaces in Confluence.

● Providing privileges to the users.

● Creation of new Jira users and Jira groups.

● Implementing Jira workflows using advanced features such as Post functions, Conditions and Validator.

● Experience in configuring Field configurations, Notification schemes, Screen Schemes, Permission Schemes in Jira Projects.

● Creating Jira Service Desk projects, Custom fields, Issue Types and screens for Customer portals. Configure the Customer Portal, request types, queues, SLA metrics and automation.

● Monitoring JIRA disk space usage

● Very good exposure in DC and DR implementation

● Installed and tested various plug INS/add on.

● Created Deployment plan for different projects

● Prepared various shell scripts to deploy the code into various environments like Dev, Testing and Production

● Configured Bamboo with Jira to update the build status in Jira tickets under Development tools

● Implemented and connected with AD from Bamboo to maintain the users

● Configured SVN, GIT, GITHUB and BITBUCKET repositories in Bamboo

● Involved in code migration from SVN repositories into GITHUB

● Configured the Mail Server Configuration in Bamboo

● Installed various add-ons in Bamboo

● Provided required permission in Project and Repositories in Bamboo

● Creating and managing filters.

● Managing Groups and Role management based on projects.

● Prioritizing workload and resolving tickets based on Service Level Agreements

● Integration of Jira with other applications using plug-ins

● Importing bulk issues into Jira Projects using CSV files.

● Migrating Jira Service Desk project.

● Take ownership in checking Plug-in compatibility and UAT pre-upgrade of Jira.

● Restarting Jira, Performance Monitoring of Jira instances and checking log and backup files Managing Users in Crowd Directories.

Environment: Jira Service Desk, Jira Software, Bamboo, Bit bucket, Git, Jenkins, Maven, AWS, Shell scripting, Apache Tomcat.

PROJECT 2

Client : Lung LLC, USA

Duration : July 2018 to Dec 2021

Role : Jira/Confluence Administrator

ROLES AND RESPONSIBILITIES

● Monitoring JIRA disk space usage.

● Jira Installation, Migration & Up-gradation.

● Advanced workflow implementation using custom fields, Validation, Condition, Post Function and Triggers.

● Supporting network load balancing needs and ensuring its correct operation GLB/LLB.

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

● System backup and restore of DB.

● Setting up alerts and enforcing policies.

● Checking for operating system, and JIRA patches and cumulative updates and working with DBA's to apply patches on Oracle environment.

● Developing applications by customizing fields, permission and workflow.

● Create customized dashboards for teams.

● Create team specific agile process flow in JIRA to move tasks from one activity to another.

● Integration of Tempo Time Tracking Tools in JIRA.

● Built templates and dashboards for customized views of the data specific to each group and line of business.

● Validated best business practices and rules to implement with the new model along with appropriate user approvals and sign-off.

● Helping Scrum master across the company to customize JIRA for their requirements.

● Data Management: DB configuration, Site backup, configuration of attachments, Data import and Export.

● Configuration of email notifications on status change.

● Configuration for automatic issue creation through mail, customized status etc.

● Provide direction and assistance to staff members to complete daily responsibilities and roles / providing technical Support.

● Lead team by applying dynamic leadership talents to obtain excellent performance in accordance with project goals.

● Manage and projects and participate in training programs and workshops for personal development.

● Use strong analytical and conflict management skills to solve customers' issues.

● Create comprehensive JIRA workflows including project workflows, screen schemes, permission schemes, notification schemes etc. Environment: JIRA 6.x, 7.x, & 8.x Confluence 5.x, 6.x & 7.x Bamboo, REST API, Groovy Scripting, JIRA Service Desk, Managing user level permissions in Bitbucket, Tomcat, Shell, GIT, Linux, MySQL.

Contact this candidate