Service Desk Jira Administrator

GANGARAPU RAVI SEKHAR REDDY

Jira Admin, Confluence Admin and JSM

5+ Years of Excellence

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

Mobile: 900*******

Career Objective

Seeking a Jira Administrator role where I can leverage my 5+ years of experience in Atlassian tools to streamline workflows, enhance system performance, and support Agile teams.

Professional Summary

• ATLASSSIAN Administrator – 5+ Years of Experience

• Proficient in managing and administering Atlassian tools including JIRA, Confluence, and JIRA Service Desk in a Windows environment.

• Extensive experience in installation, configuration, and administration of Jira, Confluence, and Jira Service Desk.

• Expertise in upgrading and migrating Confluence and Bitbucket instances.

• Skilled in performing JIRA re-indexing (both Background and Lock-Rebuild Index).

• Proficient in integrating Jira with Confluence, Bit bucket, and other third-party tools.

• Strong background in JIRA customization including Workflow Schemes, Permissions, Notifications, Screens, Fields, Issue Types, Post Functions, Validators, and Workflow Transitions.

• Adept in Agile methodologies, including Scrum and Kanban; configured boards, columns, filters, and reports.

• Created custom dashboards, advanced filters, and formula-based fields for dynamic reporting.

• Experience in backup and restore operations, including migrating specific projects across environments.

• Skilled in Confluence administration, including creation of Spaces, Templates, Macros, and managing Space/Page-level permissions and restrictions.

• Set up JIRA Service Desk as an organizational ticketing tool.

• Installed and managed plugins/add-ons such as Tempo Timesheets, Xray, Project Configurator, Portfolio, and more.

• Served as a JIRA Administrator, handling user access, managing tickets, and collaborating with developers for testing product requirements, bug fixes, and improvements.

Technical Skills

• Tools: JIRA, Confluence, JSM, Jira Service Desk

• Operating Systems: Windows

• Documentation Tools: MS Office, Adobe Tools

Project Experience

Client: BLUESTEM

Duration: May 2023 – Till Date

Role: Sr. Jira Administrator

Environment: Jira, Confluence, JSM

Team Size: 2

• Designed and implemented complex JIRA workflows, including custom field configurations, screen schemes, permission schemes, and notification schemes.

• Conducted JIRA cleanup initiatives, including archiving outdated projects to improve system performance and usability.

• Created and maintained documentation for Confluence cleanup activities, enhancing knowledge management and user accessibility.

• Developed tailored JIRA automation rules aligned with specific project and team requirements.

• Set up and configured JIRA Service Management (JSM) projects, supporting new teams and service desks.

• Managed user access and permissions in JIRA and Confluence based on organizational roles and project needs.

• Collaborated with internal project teams to gather requirements and deliver technical solutions using Atlassian tools.

• Prepared and customized JIRA projects, dashboards, and reports; addressed user queries to support daily operations.

• Provided Tier 1 and Tier 2 support for JIRA applications, resolving incoming user inquiries efficiently.

• Proposed and implemented process improvements for workflows, screens, and reporting, optimizing overall project tracking.

• Demonstrated advanced proficiency in JQL to create dynamic and customized reports for stakeholders.

• Imported data from external sources (e.g., CSV files) to JIRA projects, ensuring data consistency and completeness.

• Used JIRA extensively to manage and track tickets throughout the full project lifecycle.

Routinely performed JIRA account cleanup and management, and collaborated closely with LDAP, Network, and Infrastructure teams for seamless operations.

Client: VANGUARD

Duration: June 2022 – April 2023

Role: Jira Administrator

Environment: Jira, Confluence

Team Size: 8

• Designed and implemented advanced JIRA workflows including custom field configurations, screen schemes, permission schemes, and notification schemes to support complex business processes.

• Configured and managed JIRA projects aligned with organizational workflows, incorporating conditions, validators, and post-functions to reflect business logic effectively.

• Improved system efficiency by optimizing screens, workflows, and reporting; ensured timely issue resolution in line with SLAs.

• Installed and managed plugins and add-ons (e.g., JIRA Suite Utilities), and administered JIRA and Confluence in production environments to enhance platform capabilities.

• Performed JIRA maintenance and recovery tasks, including cleanup, project archiving, re-indexing (Background and Lock-Rebuild), and rehydration procedures.

• Authored detailed documentation and user guides on Confluence, supporting internal teams with troubleshooting, knowledge sharing, and platform best practices.

• Leveraged advanced JQL for dynamic reporting and dashboards; resolved issues related to Advanced Roadmaps, user accounts, and configured workflow transitions for targeted notifications. Also supported server-level tasks using Linux

Client: Apple Pvt Ltd India

Duration: Jan 2017 – April 2018

Role: Jira Admin

Team Size: 5

• Collaborated with team leads and project stakeholders to assess departmental needs and implement JIRA solutions aligned with organizational goals and project requirements.

• Designed and implemented complex JIRA workflows, including field configurations, screen schemes, permission schemes, notification schemes, and advanced workflow logic using conditions, validators, and post-functions.

• Managed user access and permissions, ensuring secure and appropriate tool usage based on project-specific requirements.

• Configured and maintained JIRA projects, dashboards, and reports, while providing timely support and resolving user inquiries in alignment with SLAs.

• Installed and customized plugins, including JIRA Behaviors, to define field behaviors and enhance user experience through pop-up messages and tailored notifications.

• Streamlined processes and reporting by suggesting and implementing improvements across screens, workflows, and communication mechanisms such as email handlers.

• Documented issue resolution procedures and created step-by-step guides in Confluence to support internal teams and maintain a robust knowledge base.

Academic Profile

Bachelor of Technology in Electrical and Electronics Engineering from JNTU HYD, in 2015 with 68%.

Declaration

I hereby declare that the information given above is true to the best of my knowledge and belief.

G. Ravisekhar Reddy.

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