Summary
Overview
Work History
Skills
Key Milestones
Certification
Accomplishments
Timeline
Accrediations
Rewards & Recognition
Education
Work Availability
Quote
Interests
Volunteer
Avinash Bhagawati

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

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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

Volunteering

Travel

Calligraphy

Chess

Avinash BhagawatiPrincipal Support Engineer