Service Desk Project Management

Sandeep D Contact No: +91-970*******

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

CAREER OBJECTIVE:

I am willing to work as a keyplayer in a challenging and creative environment, which will help me to explore myself and provide my participation in the organization's growth. PROFESSIONAL SUMMARY:

Proficient in Atlassian products including JIRA, JSM, JWM, Agile, Groovy, ITIL, SDLC, Confluence, REST Api and Bit bucket, with 4.3+ years of experience in both Windows and Atlassian Cloud environments.

Skilled in developing JIRA functionalities using Groovy Scripting with Script Runner over a span of 3+ years.

ExperiencedinJIRA and Confluence installation, upgrade, migration, andmergeracross Windows and Atlassian Cloud platforms.

AssistedScrum teams in sprint backlog preparation and project setup includingBasic, Scrum, and Kanban projects.

Implementedvariousprojectcomponentssuchasworkflows,screens, and custom fields, utilizing validations, conditions, post-functions, and properties in advanced workflows.

Installed,tested, andmanaged various add-onsand plugins to enhance Atlassian product functionalities.

Proficientinusermanagementtasksincluding user creation, group management and access control.

Jira Atlassian Level 2 Support Engineer to join our IT support team.

Configured events, email notification schemes, and assigned project roles in JIRA.

Createdcustomdashboards, advanced filters, and formula-based fieldswhilesettingup permission schemes to manage user access.

Working exp in JQL in Basic & Advanced mode.

Experienced in advanced technical support for Atlassian tools (primarily Jira, Confluence, Bitbucket), handling escalations from L1, and ensuring optimal performance, configuration, and usability of the Atlassian ecosystem

Working on JIRAAutomation with using Triggers, Condition &Actions.

Managed JIRA installations, upgrades, migrations, and plugins across different environments.

Extensive experience in Agile project implementation, including managing sprints and epics.

Proficient in documentation planning, work estimation, and team task assignment.

Provide Level 2 technical support for Jira, Confluence, Bitbucket, and other Atlassian tools.

Investigate and resolve issues escalated from Level 1 support in a timely manner.

Skilled indashboard and filter implementation, as well as report creation.

Implemented Confluence spaces, pages, child pages, and performed import/export operations.

HighlyknowledgeableinScriptRunner, JSU, Dynamic forms, Multi cascading, and email this issue for JIRA.

Experienced inworkingwithAtlassianServer, Data Center, and Cloud environments.

Installed and configured JIRA, Confluence, and JIRAServiceDeskin both Windows and Cloud environments.

Troubleshoot workflows, permission schemes, custom fields, and other configurations in Jira and Confluence.

Monitor system performance and health, identifying and resolving issues proactively.

Worked on configuring issue types, workflows, screens, custom fields, permissions, resolutions, priorities, issue security levels, and notification schemes for JIRAprojects.

Collaborate with cross-functional teams (DevOps, QA, Project Managers) to support integration and usage of Atlassian tools.

Maintain documentation for common issues, solutions, and configuration guides. PROFESSIONAL EXPERIENCE:

Working in R1 RCM Global India Pvt Ltd as Senior Analyst from April 2021 to till date TECHNICAL SKILL SET:

Atlassian Tools

Cloud Tools

Databases

Scripting Tools

Version Control Tools

Operating Systems

Application Server

Test Management Tools

Atlassian – JIRA, Jira Service Desk and Confluence, Bitbucket, Crowd, Bamboo, Jenkins

Atlassian Cloud and AWS-EC2

PostgreSQL and MySQL, MongoDB

Groovy & Shell scripting.

GIT & GITHUB, Bitbucket

MS Windows Server, UNIX, Linux, Red hat

Web Sphere, Tomcat, and Web logic.

X Ray, TestRail

Project-1:

Project Title :

Duration :

Role :

Statcare Outpatient

Nov 2023 – Till Date

Atlassian Engineer

Responsibilities:

• Installed JIRA Suite utilities plugin that provides additional workflow features such as conditions, validator, post-functions and workflow properties.

• Contracted to serve as the JIRA Systems Administrator for the international JIRA/Confluence infrastructure, including all associated programs, plugins and systems

• 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

• Published Jira gadgets and Dashboards on Confluence Spaces, Pages, Child page.

• Setup Continuous Integration environment using Jira, Bamboo, Bitbucket and Ant Script.

• Worked with Jira ServiceDesk 3.0.x to set up servicedesk, creates servicedeskrequest types, and makes queues for service desk teams.

• Up gradation and Migration of JIRA, JIRA SaaS, Stash/Bitbucket, Bamboo.

• Configure the JIRA workflow for the project for improvement processes for screens, workflow procedures and reports of applications as per business requirement.

• Maintained JIRA team and program tech lead with Change management review Dashboards.

• Worked as team JIRA administrator providing access, working assigned tickets, and teaming with project developers to test product requirements/bugs/new improvements.

• Creating and modify workflows code using VB scripting.

• Set up and configured Git repositories for Git Hub on Linux server/windows desktop and used Git commands to initialize/update repositories.

• Prepared REST API data and Groovy Scripts

• Automated few processes using Shell Programming

• Resolved issues as they arise with JIRA projects and Confluence in coordination with JIRA hosting partner team.

• Worked on Plugins related our SCM tools under Jenkins for implementing Java projects using ANT/Maven

• Created and managed JIRA templates and complex JIRA workflows including project workflows, screen schemes, permission schemes, and notification schemes and other functionality in support of departmental customers.

• Migrated all build jobs from Hudson to Jenkins/Bamboos

• I have resolved L1, L2 and L3 tickets with in SLA time.

• Introduced Confluence to many departs, replacing their internal wiki system.

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

• Linux Development and Maintenance for various OS distributions, Open-source tools [Apache, MySQL, Mail sever], Software Development tools setups.

• Created and configurednewJIRAprojectsandworkedwithProductiondepartmentsto port over existing JIRA projects from sandbox to Production with Project Configurator ad-on.

• Extensive experience in setting up baselines, branching, merging, periodic backups of the source code and automation processes using shell and Perl scripts.

• Worked on Atlassian Tech support for - Atlassian JIRA, Stash, Agile, Tempo Time Tracking, Confluence, Crucible, Bamboo, Service Desk, SVN, and GIT. Environment:

Atlassian Suite (Stash, Jira, Confluence, Crowd), GIT/GITHUB, ANT, Maven, Jenkins, Bamboo, Jenkins Enterprise, UNIX, Linux, Shell Scripts, Windows, AWS- EC2. Project-2:

Project Title :

Duration :

Role :

ONE PEDIATRICS

APR 2022 – Oct 2023

Atlassian Consultant

Responsibilities:

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

• 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.

• JIRA customization – Issue Schemes, Workflow Schemes, Field Configuration Schemes, Screen Schemes, Permission Schemes, Notification Schemes.

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

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

• Upgraded all the plugins and applications (Stash, Confluence, Jira) and synced with the old production applications.

• Created user accounts, and technical documents documenting JIRA project configurations provided training sessions.

• Creating reports, charts and dashboards for JIRA with eazyBI Plugin and managed documentation for DevOps pipeline using Confluence.

• Worked as team JIRA administrator providing access, working assigned tickets, and teaming with project developers to test product requirements/bugs/new improvements.

• Up gradation and Migration of JIRA, Stash/ Bit bucket, Bamboo. Created/Managed Users and Groups in Jira.

• 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.

• Assisted portfolio management in defining portfolio/project scope, resource demand, benefits and risks during the discovery phase; spearheaded discovery efforts.

• TestRail supports integrating with all major JIRA versions, including JIRA Cloud and JIRA Server 7.x –8.x

Monitor Jira logs when performing migrations, troubleshooting users/system issues. Environment:

JIRA, Jira Service desk, Bitbucket, Stash, Crowd, Confluence, GIT, JQL, SQL Ant, Maven, portfolio, Shell Scripts, UNIX, Linux, VMware, Zephyr, Infrastructure. Project-3:

Project

Duration

Role

: ASSOCIATES IN DERMATOLOGY

: APR 2021– MAR 2022

: Jira Consultant

Responsibilities:

• Creation of Jira Projects and Confluence Spaces

• Installed and Migrated Jira, Jira Saas, Confluence from lower version to newer version

• Implemented SSL/SSO

• Configured SAML with OKTA for SSO

• Integrated Jira, Confluence with AD/LDAP

• Migrated Jira, Confluence from Local Instances to Cloud

• Followed Agile /Scrum methodology within the entire project.

• Organized meeting sessions with the business stakeholders (marketing and customer service) to gather the requirements and the scope of the project.

• Discussed the “As-Is” and “To-Be” functionalities and analyzed the gap. This was presented to the development team using UML diagrams created using Cacao, Cliffy, etc.

• Facilitated JAD sessions with management, development team and stakeholders referring to existing system functionalities and procedures and the steps needed to refine them.

• Documented the user requirements, analyzed and prioritized them.

• Defined system scope and objectives and prepared BRD (Business Requirement Document) and FSD (Functional Specification Document).

• Linux Development and Maintenance for various OS distributions, Open-source tools, Software Development tools setups.

• Created and configured new JIRA projects and worked with Production departments to port over existing JIRA projects from sandbox to Production with Project Configurator ad- on.

• Worked with development team and scrum master on sprint planning meeting and backlog refinement meeting.

• Assisted in designing test plans, test scenarios and test case for integration, regression and user acceptance testing (UAT) and worked closely with testing team to improve overall quality of the application/webs

Qualification:

• My highest qualification is a Graduation in (B.Com) from Wesley Degree College Secundrabad in 2016

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