Karthick Mohan Kumar

• Experience in Atlassian tools: Jira, Jira Service Desk, Crowd, Confluence, Bitbucket, Groovy/Shell scripting, Docker, and Bamboo in Windows and Linux.
• I led a team of 10, ensuring that all Jira tickets were promptly assigned and resolved as quickly as possible.
• Expertise in JIRA administration, analysis, design, development, project management, and agile.
• Methodologies, collaboration tools.
• Having experience working with JIRA management tools and Confluence pages development.
• I have very good exposure to Jira, Confluence, Crowd, Bitbucket, installation, configuration, and more.
• Gradation, migration from Windows to a Linux environment.
• Conducted training sessions for teams on team collaboration and the effective use of Jira.
• Mentoring the team in resolving DevOps-related issues.
• Extensively worked in a Scrum environment, with active involvement in daily meetings.

Project:

Product Name: Client Product Group (CPG)

Duration: January 2021 to December 2025.

Role: Atlassian Tools, DevOps Tools.

Roles & Responsibilities:

• Creating users through AD using a Jenkins script and synchronizing the users in the Crowd directory.
• • Auditing for Service account and Jira users.
• Customization and migrating Jira projects.
• Managing user permissions and access across various applications.
• Installing the plugin and debugging the Jira issues.
• Checking Atlassian tools health check on a daily basis.
• Creating a Bitbucket project, creating repositories, and adding permissions to users.
• Creating Artifactory repos and integrating those repos in a Jenkins job.
• I have created CI and CD jobs in Jenkins.
• Implemented Master and Slave nodes in Jenkins
• Integrate Jira, Jira Service Desk, with Confluence, and Bitbucket.
• Creating and managing Jenkins jobs while troubleshooting and resolving job failures.
• Troubleshooting and resolving Jenkins job failures.
• Integrating scanning tools such as Checkmarx and BlackDuck into Jenkins jobs.
• Maintained and executed build scripts by coordinating with the development and QA teams.
• Created and maintained Subversion repositories, branches, and tags.
• Prepared various shell and Groovy scripts for Jira.
• Managing all service accounts and rotating them across associated applications quarterly.

• I worked with Transgenez Solutions Private Ltd as a Senior Product Associate.
• Here, my role includes processing the customers’ accounts, assisting them in replacing the products if they come under warranty, and helping them troubleshoot the products (e.g., Kindle, smartphone, iPad, router, switches, etc.) if they have any issues.

• Worked as a Technical Operation Analyst, assisting Operational configuration and maintenance at the Network Operating Center, for Clients Broken Hill Proprietress (BHP)
• Providing a medium of support to all Technical departments organizing and providing a complete end to end support to the client issues
• Handled different kind of SR's and INCIDENT tickets and follow up with their relevant support team until the issue gets resolved
• Adhering to SLA
• Maintaining CTQ (Critical to Quality) and CTP (Critical to Process) targets

• Answer user inquiries regarding computer software or hardware operation to resolve problems
• Diagnose and resolve faults based on technical knowledge and use of pre-scripted repair trees
• (for all Belkin products Such as router, switch, data transfer cable, docking station etc.)
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems and/or provide technical assistance and support

• Here my role included processing customer accounts through various stages of Credit Card Payment (Capital One)
• Help Customers to maintain the account in Good standing

• Diagnosed and resolved technical hardware and software issues
• Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures

• Assisted US customer's queries related to their account and also up sell Capital one products to customers after identifying needs
• Consistently achieved targets in all undertakings and was appreciated by the business partner for outstanding customer service provided