TECHNICAL SKILLS:

Operating Systems: Windows server, Linux Ubuntu, Red Hat

Software: Atlassian JIRA 8.8, Atlassian ServiceDesk 3.12.0 & 4.8.1 Easybi for JIRA, Project configurator for JIRA, Qmetry for JIRA - Test Management, Extension for JIRA ServiceDesk, Configuration Manager for JIRA. Field Templates for JIRA. Oracle (11G), Visio 2010, Amazon Web service, EC2,S3, ELB, ServiceNow.

EMPLOYMENT:

Confidential,

Lead JIRA Administrator

Responsibilities:

• I was responsible for the implementation and ongoing support of Atlassian Jira and Confluence applications used by the Confidential organization.
• Handled day to day administration work related to Jira/Confluence, maintain knowledge for Confidential JIRA instance, conduct user training and help sessions as needed and serve as the subject matter expert for Jira/Confluence.
• Areas of focus include working with stakeholders to develop custom fields, workflows, Jira Agile boards, and Jira Service Desk projects.
• Used JIRA plug - in like Scriptrunner,EasyBI, Automation for JIRA and other.This was a on-premise JIRA instance.
• Create, manage, and support all administrative functions associated with the Atlassian products Jira Software, Jira Service Desk, and Confluence
• Gather requirements from users, propose solutions that meet business needs and deliver agreed - upon solution
• Create and manage complex Jira workflows
• Assist with project administration and Agile Board configurations
• Build complex custom filters to build reports and dashboards using advanced Jira Query (JQL)
• Provide technical support and troubleshooting for integration with Confluence, and other internal tools.
• Monitor, manage and support software licenses for core applications, add-ons, etc. Scriptrunner using groovy to automate functions.

Confidential, Charlotte North Carolina

Remote JIRA Administrator

Responsibilities:

• Create, manage, and support all administrative functions associated with the Atlassian products Jira Software, Jira Service Desk, and Confluence
• Gather requirements from users, propose solutions that meet business needs and deliver agreed-upon solution
• Create and manage complex Jira workflows
• Assist with project administration and Agile Board configurations
• Build complex custom filters to build reports and dashboards using advanced Jira Query (JQL)
• Provide technical support and troubleshooting for integration with serviceNow, using Rest api and other internal tools.

Confidential, Iowa

Remote JIRA Administrator

Responsibilities:

• Primary responsibilities to service requests and incident management.
• Setup, configuration, and administration of the JIRA environment.
• Provide User Management and support for local and remote users, manage system access across groups to ensure compliance, and maintain best practices.
• Create and manage security schemes, custom fields and configurations.
• Install, manage and administer JIRA add-ons, plugins ie EasyBI,Scriptrunner and extensions.
• Gather requirements for business processes, and determine ways to optimize/improve JIRA setup and workflows, as well as identify where functionality can/cannot meet user requests.
• Develop metrics dashboards and advanced filters in JIRA to provide end-users and business leadership with meaningful operational/performance metrics and status reports.

Confidential, Las Vegas, NV

External Helpdesk Support Rep

Responsibilities:

• Handle incoming communications from external customers regarding technical and procedural issues for Confidential supported applications .
• Record the interaction of in the Customer Resource Management (CRM) system for tracking and monitoring of case status and resolution.
• Troubleshoot and record troubleshooting task for knlowledge base.

Confidential, McLean, VA

Senior (JIRA) System Administrator

Responsibilities:

• Responsibilities include the overall system support of Emergency Operations Incident Management system.
• Include network administration of all Emergency Operation Network servers for the Confidential .
• Respond to customer related issues troubleshooting Network related issues and training users on complex JIRA system related processes and procedures.
• Provide one on one customer training and troubleshooting analysis of user related issues.
• Manage SOP documentation to be used by none technical and technical personnel for troubleshooting and resolving system issues quickly.
• Assign site permissions to users based on their need to access certain folders.
• Administration of JIRA Customization Workflow Schemes, workflows, Permissions, User/Group access controls email Notifications, Screens schemes, custom Fields, custom Issue types, various other scheme settings, configure post functions/validation of workflow transitions, custom configurations and add plug-in for updates as needed.
• Respond to all incoming questions and inquiries related to JIRA applications.
• Create projects, dashboards, and questions for all JIRA related services.