JIRA Administrator Resume

PROFESSIONAL EXPERIENCE

JIRA Administrator

Confidential

Responsibilities:

Analyzed, researched and conducted a massive clean up in a 10 - year old JIRA instance to enhance the following key areas:
Rebuilt the Default Permission Scheme to allow flexible access control management between JIRA Administrators & Project Administrators.
Identified and archived inactive projects to only keep relevant tickets up to date.
Reworked and simplified the default workflow across major projects
Reduced and reconfigured screens & fields associated with each project.

JIRA Administrator / System Administrator

Confidential

Responsibilities:

Maintain and constantly improvement of JIRA/Confluence/BitBucket setup to fit best practices.
JIRA Administrator experience customizing JIRA projects with various schemas, complex workflows, screen schemes, permission schemes, and notification schemes.
Daily User Management for various JIRA instances for 400+ users.
Install, maintain, and manage JIRA/Confluence/BitBucket add-ons and plugins.
Profound ability to write custom JQL (using JIRA GUI) and build meaningful metrics and reports for all levels of users to assist with decision making processes.
Ability to construct custom dashboards using various filter types in JIRA.
Server configuration and cloud staging JIRA instances as testing environment.
Experience in working in an Agile environment and determine optimal ways to meet user requirements.
Experience in performing Atlassian installations, migrations and plugin installation.
Experience with Automation tools (JIRA Automation Lite) to set triggers based on custom JQL and send out email notificaitons.

CALL CENTER SUPERVISOR

Confidential

Responsibilities:

Manage and oversee a team of 15 CSR's to ensure daily tasks and goals are met while working closely with upper management team to enforce any changes in script/policies to accommodate program development.
Monitor and ensure all agents follow their daily schedules to perform high quality calls (average 40 calls/agent).
Attend daily managerial meetings to discuss issues and ways to enhance the program.
Analyze and escalate issues pertaining to the project for quick resolutions.
Prepare and manage various report for the project needs to Project Manager on a weekly basis

SENIOR TECHNICAL SUPPORT ANALYST

Confidential

Responsibilities:

Facilitate the training and development of new support engineers in order to ensure adequate support for new and existing client accounts.
Develop a deep understanding of each client's CharityEngine enterprise platform; serve as the main liaison for all VIP clients in order to provide premium support for complex issues and requests.
Monitored an average flow of 100 emails and 50 phone calls while ensuring a 50% daily ticket resolution rate.
Provided internal support to 15+ company staff to provide product knowledge and troubleshooting.
Attend and participate in weekly managerial meetings to brainstorm and implement new ideas focused on improving processes and workflows, and increasing work efficiency.

CUSTOMER SERVICE REPRESENTATIVE

Confidential

Responsibilities:

Conducted data input, completed policy change requests, processed disbursements, processed premium payments, assembled policies, processed accounting entries and worked listings
Partnered with team lead in strategizing a new marketing approach naming State Farm as the leading insurance agency in Northern Virginia; online marketing, public outreach and small seminars.
Maintained client database system and followed up with clients on a regular basis; provided clients with new promotions deal.