David S

• Led and managed successful Atlassian Jira project, IT helpdesk, ERP projects like Oracle PeopleSoft, Oracle EBS projects and other projects.
• Experienced in shared services support. Ability to handle multiple projects.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Tracked and reported key performance indicators(KPI) across multiple projects, resulting in increased transparency for senior leadership.
• Supervised and directed teams to achieve performance goals while consistently providing feedback and training.
• Set KRA, KPI and perform team's annual review appraisals.
• Fostered employee engagement and maintained a high level of performance.
• Experienced in effectively applying IT Service Management principles
• Possess strong analytical and troubleshooting skills, effective communication abilities, and exceptional documentation skills.
• Conduct regular trainings to help team to stay up to date on the current support and process.
• Drive weekly client calls.
• Drive daily stand-up calls to run through the open items and ensure to address any issues.
• Ensuring SOPs are Up-to-date.
• Project / Process streamlining.
• Documentation and SharePoint restructuring.
• Deliver service delivery as per the SOW.
• Provided professional services and support in a dynamic work environment.
• Learned and adapted quickly to new technology and software applications.
• Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.

Technical Skills

• Having experience in Administrating Atlassian Products such as Jira Software, Jira Service Management JSM and Confluence.
• Expert in designing the Jira Projects to leverage the need of tracking Project tickets.
• Project to project migrations.
• Developed Complex Workflows that address business needs by developing applications and process implementations within Jira Project.
• Worked with Business stakeholders to design and configure the JIRA projects and Confluence Spaces for their teams.
• Proficient in the performance of in-house staff training & recruitment and report preparations. Highly skilled at creating custom build projects, workflows, schemes, etc.
• Familiarity with JIRA add-ons like eaziBi, Slack and Automation for Jira.
• Jira Configuration & Customization || Workflow Design & Automation || User & Permission Management || Created Custom Filters & Queries || Reporting & Dashboards || System Maintenance & Troubleshooting || Security & Compliance || User Training & Support || Incident Management & Resolution || License Management
• Office 365, Office 365 Admin center, MS Exchange, Office 365 administration
• Active Directory, Azure Active Directory
• Oracle Peoplesoft Security Administration
• VPN and Microsoft MFA
• Oracle EBS

• Troubleshooting of laptops and desktops.
• Used HPSM as the ticket tracking tool.
• Received best performer award for Q1

• Listened to customers' questions and concerns to provide answers or responses.
• Troubleshooting of GPRS and 3G related issues.