Volunteering
Avinash Bhagawati
Principal Support Engineer
Hyderbad
Summary
- Atlassian Certified Expert
- Atlassian Community Leader
- Atlassian Certification Study Group Leader
Goal-driven Atlassian Support Engineer skilled at analyzing and solving routine and complex problems. Detail-oriented and systematic professional successful at developing innovative solutions to diverse issues. Specific talent and background in Atlassian products with multiple certifications.
Overview
9
9
years of professional experience
16
16
Certificates
4
4
years of post-secondary education
Work History
Principal - Product Support Engineer
Appfire Technologies
Hyderabad
07.2019 - Current
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Utilised coaching and leadership principles to enhance internal and external team dynamics.
- Drafted white-papers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses.
- Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
- Handling support requests for appfire apps support requests and provided innovation solution to customer problems.
- Worked in supporting Top selling apps like CLI,JSU,JMWE, CMJ and other brand products.
- Worked as Atlassian expertise to provide best practices about Atlassian products and helped global customers to achieve their requirements.
- Performed Complex migrations and Standardisation of JSM portals.
- Guided team in resolving complex issue and helped in upselling of team members skills.
- Developed strong communication and organizational skills through working on group projects.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Acted as in-house automation to build numerous automations using python scripting and AWS services.
- Built an forge apps for Jira Cloud to tackle the out of the box solutions.
- Brought best AI practices into the system and evaluated the number of AI tools and adopted best solutions to the support.
Atlassian Tools Specialist
Tata Consultancy Services
Bangalore
02.2016 - 07.2019
- Learned about product's technical specifications and accurately explained specifications to customers and work team.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Creation of projects, users, groups as per the scrum master requirements in JIRA & Confluence.
- Developing application by customising fields, permissions and workflows.
- Creating customised dashboards for agile teams.
- Created & Modified JIRA workflows, field configurations, notifications schemes.
- Have done setup of email handlers and notification schemes.
- Migration of projects from one jira instance to others manually & with backup method.
- Import of data from one Jira to other Jira via CSV methods.
- Investigated add-ons with respect to requirements and utilised various add-ons.
- Standardisation and consolidation of Roles and Permission for JIRA and Confluence
- Housekeeping of JIRA and Confluence inactive projects and users by deactivating & also Monitoring and management of license usage.
- Have involved in setting up of JIRA and Confluence Enterprise version on client server.
- Management of JIRA and Confluence plugins
- Troubleshooting JIRA and Confluence issues (UK and IST hours)
- Successfully integrated the JIRA and ALM with HP ALM Synchronizer
- Integration of JIRA with GIT hub repository tool.
- Integration of JIRA with BitBucket repository tool.
- Have involved in integration of atllassian tools to each other.
- Configured complex workflows with post functions, conditions, validators and script runner for JIRA.
- Have been involved in training sessions for new starters on JIRA user level and project level.
- Utilised add-ons like EazyBI for reporting and Zephyr for JIRA for test management.
- Have Configured and utilised Zephyr & TestFlo Add-on for test management and provided demo sessions on the same.
- Have a developed JIRA add-ons to improve functionality and appearance of JIRA.
- Have Configured dashboards and reports for the projects as per the scrum masters requirements.
- Have administrated JIRA Core , JIRA Software and JIRA Service Desk on different levels of requirements.
- Creation of projects, agents, groups as per the IT requirements in JIRA service desk
- Developing application by customizing fields, permissions and workflows.
- Created & Modified JIRA workflows, field configurations, notifications schemes.
- Have done setup of email handlers and notification schemes.
- Import of data from service now to service desk and imported data across different service desk.
- Investigated the add-ons wrt to requirements and utilised various add-ons.
- Configured auto ticket and auto update of service desk ticket with help of incoming emails.
- Configured number of request types, fields related request types and custom portal configuration.
Skills
Jira
Key Milestones
- Helped to increase the Atlassian tools usage efficiency from 40 to 80% in the organization and that's overall helped in increase of team efficiency.
- Implemented cost efficient solutions with Atlassian tools and which helped in 40% reduction in cost expenses to tools.
- Acted as In-house automation expert to build automation solutions for day to day problems and that's helped in reducing 40% of manual work.
- Acted as Instructor to provide in depth training on Atlassian tools in three levels. I.e Basic user, Project admin, Jira admin.
- Managed small to large instances and implemented industry standards and best practices for the tools.
Certification
Atlassian Certified Jira Project Administrator for Data Center and Server (ACP-JPA)
Accomplishments
- Consistently maintained high customer satisfaction ratings and received many marketplace reviews for the apps
- Led team to achieve high customer satisfaction, earning recognition from upper management.
- Created highly effective new program that significantly impacted efficiency and improved operations.
- Implemented cost effective solutions and reduced the cost for the company.
- Built number of automations in the organization to reduce the manual effort using groovy, python & lamda AWS functions.
Timeline
Google Project Management Professional Certificate
12-2023
Atlassian Certified Organisation Admin
06-2023
Issue Security In Jira (ASB-ISJ)
06-2023
Monday.com - Certified Product Admin
12-2022
Atlassian Certified Jira Service Project Manager (ACP-MJSPC)
12-2021
Atlassian Pro Skills Badge: Confluence Space Administration (APB-CSA)
07-2021
Atlassian Certified in Managing Jira Projects for Data Center (ACP-MJDP)
07-2021
Atlassian Certified in Managing Jira Projects for Cloud (ACP-MJCP)
08-2020
Atlassian Certified Jira Administrator for Cloud (ACP-JCA)
08-2020
Atlassian Pro Skills Badge: Advanced Jira Workflows (APB-AJW)
07-2020
Atlassian Pro Skills Badge: Jira Essentials with Agile Mindset (APB-JEA)
07-2020
Atlassian Certified Jira Service Desk Administrator (ACP-JSD)
01-2020
Atlassian Certified in Agile Development with Jira Software (ACP-JSW)
01-2020
Atlassian Certified Confluence Administrator for Data Center and Server (ACP-CA)
12-2019
Principal - Product Support Engineer
Appfire Technologies
07.2019 - Current
Atlassian Certified Jira Administrator for Data Center and Server (ACP-JA)
03-2019
Atlassian Certified Jira Project Administrator for Data Center and Server (ACP-JPA)
06-2018
Atlassian Tools Specialist
Tata Consultancy Services
02.2016 - 07.2019
B.E in Mechanical Engineering -
Reva Institute of Technology
07.2011 - 07.2015
Accrediations
- Atlassian Accredited Technical Sales Professional
- Atlassian Accredited Sales Professional
- Atlassian Accredited Operational Professional
- Atlassian Accredited Marketing Professional
Rewards & Recognition
- Received “Star of the Month” for outstanding contribution in implementation of service desk & migrating from service now.
- Received “On the Spot” award by TCS for my continuous efforts towards exceeding the quality of the deliveries and involving in service transformational initiatives.
- Received by appreciation from my TCS manager quick learning and dedication towards work.
- Received by appreciation from my TCS manager for outstanding contribution in JIRA tools support and providing extended support in resolving issues.
- Received “On the Spot” award by TCS for outstanding contribution in handling BAU activities during work load increase phase.
- Received Love cards and Appreciation cards from Clients for migration of JIRA projects and well execution of service improvements within the tool
Education
B.E in Mechanical Engineering -
Reva Institute of Technology
Bangalore, India 07.2011 - 07.2015
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Talent wins games, but teamwork and intelligence wins championships.
Michael Jordan
Interests
Travel
Calligraphy
Chess
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