Service Desk Information Technology

VEERAVALLI HARI BABU

E-Mail: ******************@*****.*** Contact:+91-852*******

CARRER OBJECT:

Looking for a challenging and responsible position in the field of Information Technology and have the flexibility to adapt to any unique environment and work on any project wish to utilize this experience in an organization as part of them.

TECHNICAL SKILLS:

•Atlassian Tools

:

JIRA, Confluence, Crowd, and JIRA Service Desk.

•Cloud

:

Atlassian.

•Database

:

SQL Server and My SQL

•Operating System

:

Linux and Windows.

•Application Server

:

Tomcat.

PROFISSIONAL SUMMARY:

•To Obtain a position as Jira /Confluence/ Jira Service Desk ADMINISTRATOR in the software industry where I can use my skills in Application servers’ windows administration programming reporting prototyping testing and inter-personal communication to build dynamic websites and help my company become a global leader.

•I have 7+ years of experience in Jira, Confluence, Crowd, Service Desk, Atlassian cloud Administration

•Created JIRA workflows including advanced workflows with Post-functions, Conditions, Validators and Triggers

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

•Manage users & groups – add and invite users through AD, LDAP and CROWD

•Very Good Exposure in Agile Boards – Scrum and Kanban project implementation, Epics, Stories and bug. Configured columns, Filters and reports for sprints

•Created events, email notification schemes and assigned project roles on JIRA

•Profound in JIRA Service Desk/Tickets

•Hands on customization of SLA s and calendar for projects

•Developed and maintained change management documentation including change request forms, impact assessments, and approval workflows, ensuring compliance with organizational policies.

•Good exposure in projects export and imports and merged different environments into single

•Integrated JIRA with Single Sign-on (SSO) plug-in.

•Collaborated with IT and security teams to prioritize remediation of critical vulnerabilities, ensuring timely patching and risk mitigation according to severity and business impact.

•Experience in installation and configuring add-ons such as Time to SLA, Enhancer for Jira, Rich Filters, JSU, JMWE, Zephyr Squad, Extensions for JSD, Scheduler, Elements Copy and Sync, Elements Connect, Pivot Reports, Adaptivist Scriptrunner, Configuration Manager, TFS4Jira, Automation for Jira.

•Knowledge on tempo time sheet, Tempo Budget and Big picture.

CONFLUENCE

•Created and restricted spaces, templates, layouts for the users and groups

•Managed space permissions and global permissions for the users

•Participated in Version and license up-gradation with the team

•Organized master and branches pages well

•Had good knowledge in Database clustering and taking the Jira, Confluence DB backup’s

EDUCATION DETAILS:

Qualification

Year of Passing

College/University

Aggregate

B.Tech(Civil)

2016

JNTUK UNIVERSITY

65%

EXPERIENCE DETAILS:

PROJECT 1:

Software Engineer June 2018 – April 2020

Atlassian Tools : JIRA, Confluence, and JIRA Service Desk.

Roles and Responsibilities:

•Installation of Atlassian Tools including: JIRA, Confluence, JIRA Service desk.

•Configuring JIRA, Confluence, JIRA Service desk end to end user.

•Excellent knowledge of JIRA agile Boards: Scrum & Kanban.

•Creating JIRA Advanced filters and Configuration of JIRA Dashboard.

•Providing JIRA administrator and support.

•Excellent knowledge JIRA workflows using advanced features such as Post functions, Conditions, Validations and Properties.

•Experience in configuring Field configurations, Notification schemes, Screen Schemes, Permission Schemes in JIRA Projects.

•Good Exposure in implementation of Screens, Custom Variables.

•Good knowledge on to develop Service desk project, Customer portal setup, Request types, Customer notification, SLA, Automation...etc.

•Partner closely with business stakeholders to understand, analyze, document, plan and prioritize optimal solution that are aligned with our strategic goals.

•Lead major and minor JIRA and plugin upgrades as needed

•Perform bulk Issues Create/Update from CSV imports.

•Good knowledge JIRA Projects migration from one instance to another

•Troubleshoot issues and provide support for day to day user requests

•Providing ongoing support and configuration maintenance

•Manage user permissions and projects roles for JIRA, confluence and other tools.

•Work directly with cross-functional agile team to understand their specific JIRA needs and provide guidance and solutions.

•Good knowledge of configure and maintain JIRA incoming and outgoing email handler.

•Troubleshoot, Identify and resolve JIRA issues reported by end-user

•Recommend, test, install, and configure JIRA plugins and add-ons needed

•Develop training for groups of JIRA users and conduct classes on a regular basis

•Develop guide and documentation for JIRA features and best practices

•Develop documentation around JIRA admin process and procedures

PROJECT 2:

Client : American Express

Duration : May 2020 – November 2021.

Role : Software Engineer.

Atlassian Tools : JIRA, and Confluence.

Roles and Responsibilities:

•Experienced in Upgrading Atlassian Tools.

•Troubleshooting and fixing errors common to Applications and Application servers.

•Installed JIRA Suite utilities plug-in that provides additional workflow features such as conditions, validate and post-functions.

•Created users on Active Directory, synchronized the users on Jira and assigned groups and spaces.

•Installed and managed plug-ins for Jira and confluence in production environment.

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

•Published JIRA gadgets and dashboards on confluence page.

•Implemented Agile boards

•Configured user management in Jira, JSM through SSO and connected Identify application through Open ID and established SSO so that Identify users will be able to login to service desk using same credentials.

•Developed custom dashboards and reports using Jira and Confluence data, streamlining project tracking and enhancing team productivity.

•Implemented automation for data collection and reporting, significantly reducing manual reporting time and improving accuracy.

•Monitored key performance indicators (KPIs) across multiple teams, ensuring alignment with business objectives and improving overall project outcomes.

•Collaborated with cross-functional teams to define and track metrics, helping to refine workflows and improve operational efficiency.

•Utilized Jira Query Language (JQL) for advanced reporting, enabling precise tracking of project progress and team performance.

•Managed and optimized QMetry Test Management for test case creation, execution, and defect tracking in Agile and Waterfall environments.

•Integrated QMetry with Jira to streamline test case management and defect reporting, enhancing visibility across project teams.

•Created and maintained comprehensive test libraries and test execution reports, ensuring efficient test planning and execution.

•Led the adoption of QMetry Analytics to provide detailed test metrics and reporting, helping to assess test execution status and quality trends.

•Provided training and support for team members on best practices for using QMetry, improving overall test management efficiency.

•Worked on Jira Data center.

•Used agile methodology throughout the project. Involved in weekly and daily bases scrum meetings.

•Working with a strong team of architectures, backend developers to gather function and non-functional requirements.

•Created the documentation on confluence while working on issues parallel.

•Worked on both Jira production site and Dev sites.

•Created JQL scripts to access JIRA issue content to create customized JIRA queries, filters, boards.

•Supporting complex Atlassian environments and have experience with integrating Atlassian tools with other internal & external systems.

•Implementing requirements using Workflow post functions.

•Generated Scripts for effective integration of JIRA applications with other tools.

•Worked on various plugins like Script runner, JSU, JMWE, Elements copy & sync, Elements connect, Extension for Jira service desk, Risk register for Jira.

•Implemented and managed multi-server deployments in virtual environments

•Documented and reported the statuses of Deployment to Project Team and Management.

•Installed work log plugin to check status to status time tracking in workflow.

•Maintained EPIC story boards etc. Added custom EPIC fields like Epic link, Epic color etc to the Agile.

•Creation of Jira Projects based on business request.

•Managing Issue types for Jira Projects.

•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.

•Regular review, clean up, management and configuration of JIRA accounts and work closely with the different teams like LDAP, Network, and Infrastructure.

•Published JIRA gadgets and dashboards on confluence page.

•Analyzing and Reporting upon JIRA Usage and Activities.

•I have installed plug-ins (JSU, Create on transition, Update on transition) based on requirement.

PROJECT 3:

Lead Software Engineer December 2021 – March 2023

Atlassian Tools : JIRA and Confluence.

Roles and Responsibilities:

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

•Up gradation and Migration of JIRA.

•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.

•Implemented Jira, Confluence in Cloud

•Create complex JIRA workflows including project workflows, field configurations, screen schemes, permission schemes and notification schemes in JIRA.

•Lead and provide technical assistance and/or training in using JIRA and Confluence and other tools as identified.

•Creation of Jira Projects based on user request.

•Use agile methodology throughout the project. Involved in weekly and daily bases release management.

•Responsible for administrating all Atlassian Products such as Jira & Confluence in cloud.

•Responsible for production support on high availability.

•Created and managed Atlassian support tickets for complex requirements, ensuring clear documentation and effective communication of issues with the support team.

•Analyzed and documented detailed technical specifications for complex issues, enabling quick resolution and minimizing downtime

•Responsible for creation of custom workflows as per user requirements

•Expertise in all Jira project configuration schemes.

•Creating confluence spaces and providing required permissions to users

•Applied application links to all the Atlassian products

•Importing bulk issues into Jira projects using CSV files

•Integrating JIRA with Confluence,

•Hands on customization of SLA s and calendar for projects

•good exposure in projects export and imports and merged different environments into single

•Configuring the Global Permissions, User, Group and Anonymous Permissions.

•Managed the local and remote agents while deployment

•Experienced in Client Focused Environment

•Created users and given permission access throughout the application tool

•Installing/updating Jira plug-ins

•Configuring Jira gadgets on Dashboards.

•Managing both Jira production site and Dev sites

•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.

•Created Custom workflows, custom screens and custom fields on JIRA.

•Migrated JIRA across environments

•Creating spaces in Confluence.

•Providing privileges to the users.

•Creation of new Jira users and Jira groups.

•Implementing Jira workflows using advanced features such as Post functions, Conditions and Validator.

•Experience in configuring Field configurations, Notification schemes, Screen Schemes, Permission Schemes in Jira Projects.

•Work closely with other teams to define best practices for using lab tools across the organization and company.

•Test new versions of the tools and plug-ins to ensure compatibility.

•Worked on JQL (Jira Query Language) filters, Dashboards, Gadgets for users.

•Monitor Jira logs when performing migrations, troubleshooting users’/system issues.

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

•Backup and Restore procedures

PROJECT 4:

Senior Software Engineer April 2023 – Till Date

•Working in a team of 6 and supporting in ET hours.

•Implemented Jira, Confluence in Microsoft Azure

•Worked in maintaining all Atlassian Applications in Atlassian Cloud and introduced Status page for incident tracking.

•Upgraded Jira from 8.20.11 to 9.4.10 version

•Upgraded Confluence from 7.13.9 to 7.19.14 and 7.19.14 to 8.5.4

•Guiding the team to test the custom plugins after upgrade and helping them in resolving/troubleshooting the issues.

•Connected to MS SQL Server database and maintaining application servers of all Atlassian products.

•Monitoring any security vulnerability issues published by Atlassian and planning for workarounds or permanent fixes.

•Deploying projects from Stage to Prod using Configuration manager.

•Configuring Customer portal, adding customers to Organization.

•Creating automation rules, Writing Groovy scripts and Behaviors.

•Configuring Application links.

•Experience in installation and configuring add-ons such as Time to SLA, Enhancer for Jira, Rich Filters, JSU, JMWE, Zephyr Squad, Extensions for JSD, Scheduler, Elements Copy and Sync, Elements Connect, Pivot Reports, Adaptivist Scriptrunner, Configuration Manager, TFS4Jira, Automation for Jira, Risk Register.

•Creating new Spaces in Confluence

•Configuring Macros in Confluence

•Configured user management in Jira, JSM through SSO and connected Identifi application through Open ID and established SSO so that Identifi users will be able to login to service desk using same credentials.

•Developed ITIL management services using Jira projects.

•Involved in migration of data from Manage Engine to Jira.

•Proposed solutions for tracking the development tasks with critical approvals using Jira workflows.

•Prepared many shell scripts to monitor the Jira and Confluence server health.

•Maintaining Jira Software, Jira Service Desk, Confluence, Bitbucket with custom plugin to achieve business goals.

•Worked with Java developer to develop Jira plugins and upgrade existing plugins to make them compatible with latest versions

•Developing custom reporting tools, setting up automated health monitoring and alerting for builds and environments.

•Worked very closely with Global Project Teams including IT architects, Operational Architects to ensure the solution is compatible and a long term fit for the company.

•Carried out application Jira, Confluence, Crowd upgrades, database backups, database restore, database performance, backup scripts, deployment of patches and maintained data files and transaction logs.

•Produced scripts for viable combination of JIRA applications with different tools.

•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.

•Implemented and connected with AD to maintain the users

•Developed a new process design workflow to ensure on-time delivery of all solutions and within the budget leading to increase in monthly productivity by 23%.

•Developed technical solutions by coordination with internal project teams and understanding of requirements.

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

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

•Generated scripts for effective integration of JIRA applications with other tools.

•Suggested improvement processes for screens, workflow procedures and reports of applications.

•Conducted analysis and evaluation of existing systems to upgrade latest versions of JIRA.

•Assisted in assessment of existing production systems and configuration services for upgrading.

•Provided technical expertise for analysis and assessment of current security and database configuration services.

•Leading, planning, and managing documentation projects for product releases.

•Upgradation and Migration of Atlassian Products

•Worked in all Jira project schemas such as Custom fields configuration, Screen Schemes, Workflows, Issue type schemes, permission scheme & notification schemes

•Mentor, coordinator and leadership roles in creation and execution of Software implementation

•Assisted Scrum team in preparing the Sprint backlog.

•Experience with developing high-level Design documents and participating in design reviews.

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

•Conducted trainings for teams on team collaboration on effective use of Jira& confluence.

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

•Experience in Repository creation/managing in Bitbucket

•Expert in Incident Management Problem Management and Change Management

•Experience in Configuration of backend database for the tools

(V Hari babu)

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