Customer Service Representative

Fredrick Langston

*****************@*******.***/510-***-****

JIRA Administrator

To obtain my technical knowledge and expertise in JIRA (V5+), Linux, JIRA tools, 7 MS Word and Excel as a JIRA Administrator to customize JIRA projects.

RELATED EDUCATION

Saint Augustine’s University Raleigh, NC

Bachelor of Computer Science 08/1997 – 05/2001

CORE STRENGTHS

●Engage Stakeholders to enable transparency

●Solution-Development & Decision Making

●Demonstrated experience in installing, configuring, & administering Atlassian plugins

●Strong experience in administering & customizing JIRA projects & performing migrations

Technical Skills: MS Office: Word, Excel, Project, and PowerPoint, Windows, XHTML, NT, SQL, Dreamweaver, JQuery, Perl, FrontPage, Unix, JavaScript, XML, Flash, Agile, Photoshop, OOP, JIRA, Flash MX, SDL Tridion, CMS, Java, Bootstrap, DNS, PowerPoint, WordPress, Confluence, FTP, Illustrator, QuarkXpress, Shell, AngularJS, ServiceDesk, Java, BitBucket, HTML5, PHP, Visual Basics, Web Analytics, C#, CSS3, API, JSON, Atlassian, Python.

HIGHLIGHTS OF PROFESSIONAL EXPERIENCE

ITAU (Contract) Miami, FL

JIRA Workflow Administrator 12/2024 –05/2025

●Set up and customized Jira projects, including templates, workflows, and permissions

●Integrated API’s to fetch and manipulate data through workflow validation and conditions

●Defined and configured different issue types, including bugs, tasks, user stories, epics etc

●Managed user accounts, ensuring appropriate access to Jira projects and issues

●Used ScriptRunner to customize workflows, setup automation and write custom scripts

●Generated custom reports based on client feedback

●Performed installations, upgrades, and updates for Jira instances, ensuring the latest patches and features applied

●Used scripting tools (such as ScriptRunner and Jira REST API) to automate repetitive tasks and enhance functionality

●Integrated Jira with other tools and systems (e.g., Confluence, Bitbucket, Slack, etc.) to streamline workflows

●Used Jira Query Language (JQL) to generate custom queries for tracking specific issues sets or project metrics

●Provided support and training to users, helping them understand how to use the system effectively

●Performed database tuning and indexing to improve performance

Census Bureau (Contract) Suitland, MD

JIRA Specialist 08/2021 –11/2024

●Planned and facilitated requirements gathering workshops to plan Jira workflows and configurations

●Interpreted and translated business requirements into product configurations leveraging Atlassian best practices

●Administered and configured Jira Align, including workspace setup, hierarchy mapping, field configuration, user roles, and access controls

●Integrated Jira Align with Atlassian Jira Software and maintained bi-directional sync to ensure accurate representation of team-level work

●Worked closely with Agile Release Train (ART) leads, RTEs, Product Managers, and Solution Architects to ensure proper usage of Jira Align

●Continuously optimized configuration to support scaled agile practices like SAFe, LeSS, or Spotify

●Supported portfolio, program, and team-level planning including PI planning, roadmap visualization, dependency mapping, and OKR tracking

●Configured and administered Jira Software and Jira Service Management plus related apps and third-party tools

●Designed, implemented and maintained custom workflows, global settings, users and groups, screens, dashboards, fields, permission schemes, post functions, etc., to serve as templates for Agile teams across the company

●Administer application instances on a day-to-day basis by setting-up and supporting projects, roles, workflows, security, and plug-ins

●Optimized and improved process workflows and identifying where functionality can be improved to meet user requirements

●Coordinated and respond to support requests

●Maintained a healthy application environment by periodically reviewing and modifying configurations, permissions, workflows, dashboards, integrations, and logs

●Supported integrations to external systems by collaborating with the external stakeholders

Investigate, troubleshoot and fix issues related to Atlassian tools suite, application servers, and database servers

●Managed and updated software and licenses

●Applied a solid understanding of Agile principles when recommending project management methodologies (scrum, kanban, waterfall, etc)

●Provided recommendations to users and management on best practices and standardization in implementing projects and processes within Jira and the Atlassian suite

●Created and maintained detailed technical and user-facing documentation and standard operating procedures, guides, and desk-aids to support usability and issue resolution

Fiserv (Contract) Raleigh, NC

System Applications Administrator IV 01/2020 – 07/2021

●Integrated Jira with other tools (Confluence, Bitbucket, Slack, GitHub, Jenkins, etc.)

●Customized Jira using REST APIs, webhooks, or scripts (e.g., with ScriptRunner)

●Developed and maintained custom dashboards and filters for reporting

●Provided day-to-day support to end-users, resolving access and configuration issues

●Create and maintain documentation for Jira usage, best practices, and policies

●Trained teams and new users on Jira features and functionality

●Enforced naming conventions, standards, and data integrity across Jira

●Ensured compliance with data protection and audit requirements

●Managed project archival and cleanup of stale or unused configurations

●Created custom reports, dashboards, and gadgets for project tracking

●Provided stakeholders with insights using Jira Query Language (JQL)

●Supported agile and Scrum teams with board setup and sprint reporting

●Configured and managed Scrum and Kanban boards

●Set up and supported Jira Advanced Roadmaps (formerly Portfolio)

●Supported sprint planning, backlog grooming, and release management

●Coordinated with project managers and team leads to gather configuration requirements

●Evaluated and implemented process improvements in collaboration with stakeholders

●Participated in change control processes for new features and configurations

●Configured and maintained Jira projects, workflows, screens, fields, and issue types

●Managed global and project-specific permissions, roles, and security schemes

●Setup and maintained issue type schemes, screen schemes, and field configurations

●Ensured optimal performance and availability of the Jira platform

●Managed Jira user accounts and groups

●Assigned roles and permissions based on team needs and security policies

●Managed user access to different Atlassian tools (e.g., Jira, Confluence, Bitbucket)

●Designed, implemented, and modified custom workflows to match business processes

●Automated workflows using Jira automation rules or third-party plugins like ScriptRunner

●Collaborated with teams to gather requirements for new workflows or process changes

●Performed regular system updates, backups, and performance tuning

●Managed plugin/add-on installations, updates, and configurations

●Monitored Jira system logs for errors or performance issues

NetApp (Contract) Raleigh, NC

Application Developer 09/2015 – 12/2019

●Used Atlassian tools to collaborate on code, track/resolve raised issues and plan projects

●Implemented the application’s CI/CD pipeline using the AWS CI/CD stack

●Helped with AWS set up, maintenance, and evolving the cloud infrastructure of web applications

●Worked with Azure DevOps to define pipelines including Continuous Integration and Scheduled builds as well as handling and versioning the artifacts from the builds

●Analyzed, reviewed and documented current functionality to determine potential areas of improvement

●Used Jama Contour to manage requirements, track changes, and plan releases

●Assisted in migration with ServiceNow into JIRA ServiceDesk. Managed user permissions for tools according to the needs of projects and teams

●Used JSON and JavaScript to improve, modify the designs and functionalities of our website

●Integrate SharePoint with other enterprise systems (e.g., Microsoft 365, Teams, Outlook)

●Used JIRA Confluence to create, capture and collaborate on projects or ideas

●Used ServiceDesk to create new forms, work with requests and track issues in a queue

●Researched and utilized industry standard methods and techniques

●Maintained JIRA and JAMA projects, workflows, permissions and users

●Used PowerShell to customize SharePoint features and created organization sites, libraries, lists, and workflows

●Improved JIRA security. Set access permissions for JIRA projects and Confluence spaces

●Scripting experience with Groovy, HTML, JavaScript and Python

●Worked with JIRA filters, reporting, dashboards, workflows, service desk, fields and JIRA administration

●Used Microsoft Projects to schedule, resource tasks, track progress, and analyze workloads

●Worked with DevOps to define the repository and branching structure

●Experienced in both Agile and Waterfall development methodologies

●Created CI/CD pipeline using Azure DevOps

●Managed DEVSUP technical inquiries from Front-End, Back-End, and Go-To-Market teams in support of their day-to-day activities

●Ensured SharePoint usage aligned with organizational policies and Implemented data retention, archiving, and compliance protocols

●Implement UI designs using HTML and CSS. Tested new versions of tools and plug-ins to ensure compatibility

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