Service Desk Project Management

Ibrahim A Sr Atlassian Administrator

Phone: +91-814******* Email: ***.****@*****.***

Professional Summary:

•Having 9+ years of experience in IT Industry and Relevant 7 years of experience in JIRA Administrator, Analysis, Development, Project management, Agile methodologies, Jira Service Desk, Jira Core, Jira Agile, Confluence, ITIL Management (Service Now) and Collaboration tools and working with Complex Workflows and Managing Plug-in’s.

•Creation of Jira Projects and Confluence Spaces

•Installed and Migrated Jira, Confluence from lower version to Newer version

•Configured SAML with OKTA for SSO

•Integrated Jira, Confluence with AD/LDAP

•I have implemented REST API’s

•Migrated Jira, Confluence from Local Instances to Cloud.

•I have prepared Groovy and JavaScripts

•Administration and management of Atlassian tool suites, (installation, deployment, Configuration, migration, upgrade, patching, provisioning, server management)

•Experience in Software Development Lifecycle (SDLC), involved in Analysis, Design, Implementation, Testing and Deployment of Object Oriented, Client-Server, Web-Based, Distributed.

•Evaluating and managing the usage of Atlassian add-ons to meet team and business needs.

•Migrating the Jira, Confluence, DB from Windows to Linux environment.

•I have knowledge in Jira, Confluence Up gradation & Migration from lower version to new version (Both core application up gradation.)

•Worked on Confluence- Assigned user personal Space, pages, child pages, macros, digital signature and provided assistance in using Confluence

•Define and maintain SLAs and processes for the system including server uptime and consistency.

•Experience with Groovy scripting, JavaScripting.

•Agile Program management, Change/Incident/Problem/Release Management, JIRA-Agile Scrum/Kanban, Bug Cycle management, SDLC designs advice using JIRA.

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

•Creating a change requests, work orders and problem tickets using ServiceNow tool and getting approvals from higher officials.

•Experience with Atlassian JIRA installation, administration and maintenance.

•Experience with latest jira environments, with ability to create Jira workflow, screen schemes, permissions schemes and notification schemes.

•Administration and management of Atlassian tool suites, (installation, deployment, configuration, migration, upgrade, patching, provisioning, server management etc.).

•Manage and Configure Various Atlassian Tools like JIRA, Confluence, Crowd, Stash/Bitbucket, for Agile development in the organization.

•Used eazyBI for reports, charts, and dashboards add-on for JIRA.

•Worked on RBAC – Role Based Access Control for Jira and Confluence

•Worked on KB - Knowledge Base Articles

•Interact with business analysts and software developers for bug reviews and taken an interest in QA meetings.

•Administrated and managed Atlassian tool suites, (installation, deployment, configuration, migration, upgrade, patching, provisioning, server management etc.)

•Worked on most of the add-ons like Tempo and Portfolio

•Created Custom workflows, custom screens and custom fields on Jira.

•Created users on Jira Internal Directory, LDAP, Crowd and Active Directory,

•Created events, email notification schemes and assigned project roles on Jira

•Worked on Confluence- Assigned user personal space and provided assistance in using Confluence.

•Installed various Jira, Confluence plugins

•Migrated Jira across environments & worked on Jira database SQL Server dumps to restore Jira

•Created custom dashboards, advance filters and formula based fields.

•Implemented continuous integration with Subversion, Hudson and Perforce.

•Good Knowledge about SDLC, RUP, Agile and RAD Methodologies.

•Proposed Branching strategies for implementing the Parallel development and suits the agile methodology for different Version control systems.

•Extensive experience in setting up baselines, branching, merging and automation processes using groovy script, python, and JavaScript scripts.

•Involved in Creation of Clusters, Cluster members and configuring them with messaging engines.

•Involved in enabling security for users, groups administration and daily backup and restore operations if needed.

Technical Summary:

Tools: Atlassian – Jira, Confluence and Service, Crowd.

Scripting Languages: JQL, HTML, Groovy, JavaScript

Database: Oracle 12C/19C, and MySQL5.7/8.0

Application servers: Apache Tomcat, Windows Webserver.

System: Windows, Linux – CentOS.

Education:

Degree

Specialization

University/

Board

College/Institution Name & Location

Year of Pass out

(Month/Year)

Percentage/CGPA

B.Tech

Electrical And Electronics Engineering

JNTU - Kakinada

Nimra College Of Engineering And Technology – Ibrahim Patnam, Vijayawada

May 2011

Second Class

Board Of Intermediate Education

M.P.C

Board of Intermediate Education

Vidhyalaya Jr College -Gudivada

March 2007

82%

Board Of Secondary Education

-

Board of Secondary Education

Montessori High School -Gudivada

May 2005

85%

Project #1

Client: Palo Alto Networks, USA

Date: Oct 2022 to Till Date

Roles & Responsibilities:

JIRA/ Confluence/Service Desk tools usage and administration.

Created advanced workflows using validation, condition and scripted post functions and modified JIRA workflows including project workflows, field configurations, and notification schemes.

Creating confluence spaces and setting up all the macros required.

Creating Rich filters as per user requirement and configuring them to dashboards to display required data

Created the JQLs for generating the reports, Filter Subscriptions and Rich filters for clients.

Configured several Dashboards for clients to monitor their team performance.

Test new versions of the tools and plug-ins to ensure compatibility and share the plug in information to the end users.

Coordinated with Development team for Bug fixing issues in JIRA.

Created and modified JIRA workflows including project workflows, field configurations, and notification schemes.

Worked on Role Based Access Control(RBAC) to maintain consistency and integrity through Jira and Confluence

Worked on KB – Knowledge Base Articles to make easier for user to access Jira and Confluence

Responsible for maintaining all Confluence Spaces and JIRA projects, workflows, permissions, dashboards, filters, sprint permissions.

Performed application and system administration tasks like audit log and workflow best practices.

Configuring the custom scripted post functions and condition to the complex workflow to fulfill the client requirements.

Performed maintenance activities like minor & major activities, server maintenance, troubleshooting, indexing to increase the JIRA performance.

Test new versions of the plug-ins in Non Prod to meet the client requirements.

Created events, email notification schemes and assigned project roles on Jira

Research and utilize industry standard methods and techniques like RBAC to maintain consistency throughout the Jira and Confluence

Trained teammates in using JIRA, Confluence.

Project #2

Client: SUBSEA UK GE Oil and Gas, USA

Date: Nov 2019 to Till Date

Roles & Responsibilities:

JIRA/Agile/Crowd/Confluence/Service Desk tools usage and administration.

Created advanced workflows using validation, condition and scripted post functions and modified JIRA workflows including project workflows, field configurations, and notification schemes.

Creating confluence spaces and setting up all the macros required.

Imported Data from the external sources into JIRA projects.

Created the JQLs for generating the reports, Filter Subscriptions for clients.

Configured several Dashboards for clients to monitor their team performance.

Test new versions of the tools and plug-ins to ensure compatibility and share the plug in information to the end users.

Coordinated with Development team for Bug fixing issues in JIRA.

Created and modified JIRA workflows including project workflows, field configurations, and notification schemes.

Integrating Jira with In house application smart sheet.

Responsible for maintaining all Confluence Spaces and JIRA projects, workflows, permissions, users.

Performed application and system administration tasks, including data backups..

Configuring the custom scripted post functions and condition to the complex workflow to fulfill the client requirements.

Performed maintenance activities like re-indexing to increase the JIRA performance.

Test new versions of the plug-ins to meet the client requirements.

Created events, email notification schemes and assigned project roles on Jira

Research and utilize industry standard methods and techniques.

Trained teammates in using JIRA.

JIRA up gradation from 7.2.4 /7.13 /currently in 8.20 version.

Project: #3

Client: SYMANTEC, USA

Date: June 2017 to Oct 2019

Roles & Responsibilities:

Developing application by customizing fields, screens, permission schemes and new workflows.

Created sprint boards and clarify user about the sprint related questions.

Creating new custom field contexts and associate to automation rules for custom notifications.

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

Create customized dashboards for teams.

Mapping columns and statuses for Sprint and Kanban boards

Bulk update issues to minimize the time to do manual work.

Re-indexing the Jira instance when required

Implemented approval process using workflow post function and scripted notification.

Configuring the custom email notification template by using the HTML format for internal clients.

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

Test new versions of the tools and plug-ins to ensure compatibility and share the plug in information to the end users.

Responded to all incoming questions and inquiries related to JIRA applications

Train other with the new JIRA functionalities and help them to design the new projects in JIRA.

JIRA upgradation from 7.2.4 /7.13.8 /currently in 8.3.2 version.

Migration data from the external resource in to JIRA by using the CSV format.

Project: #4

Client: CISCO, USA

Date: Apr 2015 to May 2017

Roles & Responsibilities:

JIRA/Confluence/Crowd tools usage and administration.

JIRA user management

Worked on JQL filters, Dashboards, Gadgets

Involved In maintained activity.

Created and modified JIRA workflows including project workflows, field configurations, and notification schemes.

Responsible for Managing user permissions for tools according to the needs of projects and teams

Performed application Integration Jira with In-house and 3rd party applications.

Validate plug-ins and their license every quarter.

Worked on JIRA for tracking and updating the JIRA tickets

Created workflows and other schemes, assigned project roles on Jira.

Creation of customizing fields, permissions and workflows.

Confluence space creation and user management.

Created customized dashboards and JQL filters.

Created customized workflow using post functions, validators, conditions.

Bulk update issue.

Creation of new Jira Projects.

Provided required permissions to the users based on the request.

Responsible for creating new users and groups in Jira and confluence.

Resolving tickets based on SLA (Service Level Agreement).

Worked in 24/7 Production support.

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