Service Desk Software Development

SAI KIRAN K

Jira Admin/ Atlassian Admin

Phone: 868-***-****, Email: ***********.**@*****.***

Hyderabad TG

SUMMARY

Over 9 years’ experience in Atlassian Tools such as Jira, Jira Service management, Confluence working on configuring different software management tools for various software development lifecycle environments, Complex Workflows with high quality technology solutions that address business needs by developing applications and process implementations within technology environments. (Multiple projects, issue types, automatic status transitions, and managing plugins).

Excellent knowledge and background working with such programs as JIRA Agile, JIRA Cloud, JIRA Portfolio, JIRA Service Desk, and a large variety of other programs in various environments.

Experience in writing Jira REST API Tools to auto-move Service Desk tickets of one issue type to a Jira project of another issue type and to extract the list of Jira users with the respective Jira Groups and Project Roles.

Worked with customers to design and configure the JIRA and Confluence applications (e.g., projects, workflows, screens, fields, permissions, plug-ins).

Proven experience with generating and implementing policies and procedures, solving work related problems of a production department, creating, and administrating multi-tier budgets and schedules for several projects and organizations.

Experience in Jira installations, upgradation, migrations.

Experience monitoring and troubleshooting issues with Linux memory, CPU, OS, storage and network.

Proficient in the performance of in-house staff training & recruitment, asset management and control, and report preparations. Highly skilled at creating custom build projects, workflows, schemes, etc.

Experience in maintaining Atlassian products like JIRA, Confluence, Fisheye, Bamboo, Crowd etc.

Experience in Customizing Gadgets/Report development using Atlassian SDK and Java.

Familiarity with JIRA add-ons like JSU, JMWE, JWT, Portfolio, Structure, proforma forms, Script Runner and Automation for Jira.

Lead many departments agile meetings, used JIRA Agile for management of team projects.

Capable of managing larger groups of workers, or simultaneously supervising the production teams.

TECHNICAL PROFICIENCIES:

Atlassian Suite

Jira, Confluence, Jira Service Desk, Bitbucket, Fisheye, Crucible,

Bamboo, Access, JQL, Crowd

SDLC Methodologies

Agile, Waterfall

Database Tools

Azure, MySQL, MS-SQL, Postgre SQL

Operating Systems

MS Windows, UNIX, Linux, RHEL

Scripting Tools

Shell scripting, Perl, Python, Batch script, Maven, REST/SOAP protocol

Languages

C, XML, HTML, JavaScript, SQL, Java, REST API, Groovy

Automation Tools

HP QTP, Selenium2.0, TestRail, Selenium web driver, Test NG,

Ansible, Postman, Knime

Job Scheduling Tool

Jenkins, Cron

Tools

Service Now, Remedy

Version Control Tools

CVS, SVN, Git, Mercurial

Professional Experience:

Virtusa Consulting & Services Inc. Canada 10/2022 – 05/2024

Jira Administrator (CITI Bank)

Toronto, ON.

Worked alongside deriving business rules for the activities to undergo company norms, and on weekly basis providing set of activities that undergo Jira upload for the Consent order.

Supported and maintained the company's Jira and Confluence account and enforce best practices and standards by being a technical expert on standard methodologies, tool usage and implementation.

Worked on testing the application in various methods and deployed the application in to the cloud also configured and resolved attribute issues, Various types of Data issues and Azure AD connect sync issues.

Assisted in the delivery management processes and enforcement by working with the team to ensure consistent performance.

Derived and extracted managing the Jira reports and supported Jira applications like Postman.

Comprehensive understanding Agile Frameworks helped in technical understanding of common networking terms and tools.

Facilitated to drive for results by giving attention to quality and detail with a collaborative atmosphere.

Configured in supporting integration and migrations using development tools on Jira.

Different stakeholders have need to create project spaces under the reports available. Helped them to show the kinds of environments fulfilling their requirements.

Managed multiple clients and deliverables within stipulated deadlines through effective time management and planning.

Performed JIRA/Confluence design and development tasks, which include customization.

Created JIRA reports (e.g., burndown reports, sprint reports, technical debt, etc.), visuals, and dashboards.

Build out Confluence Spaces and pages, implementing and embedding macros in multiple confluence pages.

Work in an agile environment across different clients and Atlassian deployments. Implemented Groovy scripts and automations in Jira also performed other duties as assigned or required.

Configured Jira Software and Service Management projects, including custom workflows, issue types, permission schemes, and more.

Identified, installed, and configured add-ons and apps across Jira Software, Service Management and Confluence.

Streamlined workflow by allowing Jira to create Jira issues directly from POSTMAN and track them down effortlessly also managed in as testing tool to compress the activity load and API development.

Loblaw Digital 08/2021 – 09/2022

Atlassian Administrator with BI

Toronto, ON

Responsibilities:

Facilitated collaboration from different areas of the business and the development team who act as a mediator, guiding the team in identifying solutions that meet both business and technical requirements fostering a culture of collaboration by encouraging open communication and collaboration, leading to better team performance and project outcome.

Participated during sprint planning meetings in estimating user story complexity using story points to prioritize user stories within the JIRA backlog based on business value and criticality, ensuring that the team focuses on the most important features first.

By connecting Power BI to Jira, created effective reporting to improve reporting and a better understanding of business needs to simplify the process.

Designed and developed interactive dashboards and reports.

Collaborated with stakeholders to understand data needs.

Analyzed datasets to uncover trends and insights by maintaining data accuracy and integrity within BI systems, Translated business requirements into technical specifications

Developed LookML models for business reporting and analytics needs and built Looker dashboards and workflows for actionable insights. Strong project management skills and ability to drive a project from ideation to completion.

Managed code changes using version control and validated data using Looker's SQL Runner.

Helped with required complex data modeling, customization of reports, and real-time insights into their data.

Provide configuration and administrative support of self-hosted (server) JIRA and Confluence.

Troubleshoot and fix errors common to JIRA Applications and Application servers.

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

Created and managed JIRA templates and complex JIRA workflows including project workflows, screen schemes, permission scheme and notification schemes.

Created a JIRA workflow, applied the condition, validators, and post-function in the transition to represent the business requirement process.

Evaluated existing JIRA Implementation and recommended best practices on its future configuration based on meetings with and feedback from team members.

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

Ensure JIRA capture add-on and configure JIRA capture tool for exploratory testing, easy creation of issue with browser extension by pre-filling templates.

Installed and setup the crowd for centralized identity management, which enables users to login once and give access to multiple applications.

Confluence configuration, setup, and administration tasks like managing users & groups, add-ons, plugins, macros, and templates.

Rimini Street Pvt Ltd 06/ 2018 – 11/ 2020 Atlassian JIRA Admin

Hyderabad, India

Responsibilities:

Created JIRA projects, templates, workflows, screens, fields and other administrative activities.

Setup different spaces in confluence for various projects, configured proper space permissions, page restrictions, and used macros to customize the pages and documents.

Performed support, migration for JIRA versions from 7.13 to latest version,

Confluence migration from 6.13.4 to latest version, and Bitbucket migration 4.14.10 to latest version and Bamboo 6.2.2 to latest version.

Provided ongoing support and configuration for JIRA project, workflows, Screens, fields, permissions, and other Admin tasks.

Worked on Jira Service Desk for customer requests and performed various request types, Portal settings, Email requests, Knowledge bases, SLAs, automation rules etc.

Setup different feedback/Customer support websites in the form of Jira issues by using Issue collectors in Jira and Jira Service Desk.

Migrated to Jira across environments and worked on Jira database dumps.

Supported and maintained Jira align (Agile Craft) for both business and software development teams.

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

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

Worked on many confluences Add on’s such as Gliffy Diagram, Table Filter and charts, Scroll Office, Number Headings etc.

Experience in installing and managing Atlassian tools and worked on troubleshooting tickets with bamboo and Bitbucket.

Create Bitbucket projects, provided complicated permission on privileges to the users according to the business requirement.

Enabled the notifications and automated the process of assigning users to take responsibility.

Symbion Tech Pvt Ltd 01/2015 – 05/ 2018

Atlassian Administrator

Hyderabad, India

Responsibilities:

Worked as Atlassian Systems Lead handling JIRA, Confluence, and JIRA Agile.

Worked on JIRA customization such as creating Issue type schemes, Complex Workflows, Field Configurations.

Experience in development with Perl, Python, PowerShell or other scripting languages.

Created and Modifies Existing Permissions schemes, Screen schemes and Notification schemes for all projects as per Team's requirement.

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

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

Creating a change request, work orders and problem tickets using BMC Remedy tool and getting approvals from higher officials.

Performed migration of application from v6.x to 7.x and also upgraded WebLogic instances from 6.x to 7.x.

Connected Fisheye to the mercurial repository on Bitbucket for overview of source code and also setup Crucible for code review.

Worked on JIRA installation and upgrade and Performed JIRA configuration and Achieved JIRA setup for Helpdesk/Tickets.

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

Up gradation and Migration of JIRA, Stash/ 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, fisheye) and synced with the old production applications.

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

Education:

Bachelors in Computer Science of Engineering, CMR Institute of Technology.

Masters in Supply Chain Management, Cambrian College of Applied Arts & Sciences.

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