Service Desk Project Management

Praveen Kalvala

Jira and Confluence Administrator

Phone No: +91-799*******

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

Career Objective

I have 10 years of experience in IT and 5 years of experience in JIRA software, Confluence, Jira Service Desk management, Project management, Analysis, Design, Development, agile methodologies.

Installed and tested various plug-ins/add-ons.

Integrated Jira with confluence and other applications.

Expertise in implementation of Workflows, Screens, Fields.

Exposure in Dashboards, Reports & Filters.

Migrated exports and imports and merged different environments into single.

Preparing documentation plan, estimating work, and assigning work to the team.

Worked on Scrum and Kanban boards.

Confluence Space and Page creation.

Expertise in all Jira project schemas such as Fields Configuration scheme, Screen scheme, Workflow scheme, Issue type scheme, Permission scheme & Notification scheme, Issue Security scheme.

Expert in Incident Management Problem Management and Change Management

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

Assisted Scrum team in preparing the Sprint backlog.

Experience providing training to development teams on how to track, plan and analyses using JIRA.

Worked on Page restriction, Move actions, Comments, blog, attachment permission.

Worked with User management accessibility issues.

Portal setting up and request form ordering and prioritizing the options on form.

Webhooks creation and incoming mail handlers for specific projects.

Automation rules for recurring monthly ticket, User attention, Breaching timelines.

New added items in Jira project setup.

JQL for end users to build Dashboard gadgets, Boards, Quick filters.

Interaction with Clients and end users.

Having knowledge on SQL /Linux and Shell scripting.

Technical Skills

Database : SQL, Oracle

Administration Tools : JIRA, Jira Service Desk, Confluence.

Operating Systems : Windows, LINUX

Version Control Tools : GIT and CVS

Qualification

Bachelor of Technology (ECE) – Jawaharlal Nehru Technological University, Hyderabad

Professional Experience

Company : TCS

Duration : Jan 2023 to till date

Role : Jira and Confluence Administrator

Roles and Responsible:

•Creation of new Jira Projects

•Configuring Issue Types for the Jira Projects.

•Responsible for configuring custom fields for the requested issue types in the Jira projects.

•Responsible for creation of custom workflows and adding conditions, validators, post functions when required.

•Re-indexing the Jira instance when required.

•Good in Jira Query Language (JQL) filters and configuring new Scrum/Kanban boards, Dashboards based on JQL filters.

•Configuring Notification scheme and adding requested people to be notified for Issue events.

•Prepared projects, dashboards, reports, and questions for all JIRA related services.

•Providing solutions and resolving them based on SLA.

•Importing issues from other environments such as from CSV files to Jira Projects

•Provided technical assistance for work administration of users, related modifications and archival of projects.

•Creating Project permission schemes and providing required permissions based on the requests.

•Reported performance related issues to management by analysis and tracking of existing systems.

•Responded to all incoming questions and inquiries related to JIRA applications.

•I have good experience in bulk changes in Jira.

•Working on Jira agile projects, creating scrum/Kanban boards and configuring columns, quick filters, swim lanes and issue detailed view in board configurations.

•Prepared projects, dashboards, reports, and questions for all JIRA related services.

•Configuring the Jira Webhook with other applications.

•Integrating Jira with other Atlassian applications and third applications using application link.

•Linking Confluence pages with Jira projects.

•Configuration/Permissions and Notification schemes for all projects

•Created customized Versions/ Components for all projects.

•Creating Confluence Spaces and Pages for end users/teams.

•Managing space and page permissions for the users.

•Installing and maintain Confluence plugins.

•Provided documentation of customer JIRA terms, standard practices, implementation, and weekly status reports.

Company : Infosys Limited

Duration : Aug 2019 to Dec 2022

Role : Jira and Confluence Administrator

Roles and Responsible:

Responsible for creating new users and groups in Jira.

Creation of new Jira projects

Creation of the custom fields and Responsible for configuring custom fields for the requested issue types in the Jira projects

Created complicated workflows which will improve the work process between the projects.

Analyzing the Different Plugin in Atlassian marketplace and Configuration on JIRA instance.

Create projects on Jira and assign Jira Agile boards such as Kanban and Scrum using.

Configuration/Permissions and Notification schemes for all projects

Swim lanes columns with software simplified workflow.

Created User manual on using Atlassian Products (JIRA / Confluence) and trained end users.

project wise.

Worked on external import tools like CSV.

Take the initiative to clean up the JIRA cleanup for a better performance of JIRA.

Installed Plugins in JIRA and integrated them with Confluence.

Created and managed product backlog of clearly defined and prioritized Features, Epics and user

stories. Authored user stories along with acceptance criteria.

Conducted product backlog grooming sessions with the product owner and the implementation.

team.

Installed and tested new versions of the tools and plug-ins to ensure compatibility research and

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

Worked on Add on such as Tempo, Service desk, Portfolio and Zephyr

Created customized Versions/ Components for all projects.

Creating Confluence Spaces and Pages for end users/teams.

Managing space and page permissions for the users.

Installing and maintain Confluence plugins.

Company : Infosys Limited

Duration : April, 2015 to July, 2019

Role : Oracle DBA Administrator

Roles and Responsible:

•Creating users and assigning roles.

•Checking Archive Destination, Checking alert logs.

•Configuring the DB links.

•Performed schema refresh for UAT & QA environment.

•Performed database upgrade from 10g to 11g.

•Monitoring the Tablespace growth.

•Involved in estimating DB growth and Providing CAPACITY PLANING

•Managing database security and creating and assigning appropriate roles and privileges as required by the application developers.

•Automation of the RMAN backup procedures using scripts.

•Monitoring Mount points (Disk) for space issues and solving them.

•Monitoring the instances using SRVCTL and CRSCTL commands.

•Daily and Weekly backups.

•Creating users and assigning the privileges.

•Applied patches by using Patch Utility.

•Supported backup and recovery using cold backup, hot backup.

•Providing 24/7 Support on production instances.

Thanks & Regards,

Praveen Kumar

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