Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Mansi Mehta

Mansi Mehta

Vadodara

Summary

Highly-motivated and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients / internal employees. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Service Desk Technician

Horizontal Digital
Vadodara
06.2023 - Current
  • Tool Administration: Jira, JSM, Confluence, Bit Bucket, Statuspage, Opsgenie, Statuspage, Site 24*7, New Relic,App Dynamics
  • I am actively working on enhancement of above mentioned tools
  • Educating my team on how to Track open incidents using ticketing system and kept customers / Internal engineers informed about progress status regularly.
  • Responded to incoming calls from customers regarding their technical queries.
  • Produced detailed reports outlining key performance metrics related to Service Desk operations.
  • Developed scripts to automate routine tasks such as disk space monitoring and user account creation.
  • Participated in knowledge transfer sessions with other technicians to share best practices in problem solving techniques.
  • Served as first point of contact for incoming technical service calls and emails.
  • Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
  • Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.

Jira Admin

Voing Technologies
Ahmedabad
08.2022 - 03.2023
  • Have worked in Atlassian cloud environment where we have more than 80 users & 150+ projects. I was primarily responsible for maintaining, troubleshooting, configuring different Atlassian tools & worked primarily with Lead – Audit and Quality, Offshore and Onsite PMs and HR for Smooth process delivery via JIRA.
  • Worked with multiple distributed teams of users to gather requirements and create new projects in Jira.
  • Configured custom Permission Schemes and Notification schemes of projects.
  • Worked extensively of customizing workflows, using validators, post functions, conditions, triggers.
  • Worked on confluence administration including creating spaces, giving permissions, setting up page level restrictions, using JIRA & confluence macros.
  • Worked with third-party JIRA and Confluence add-on vendors implement add-ons and escalate issues with support.
  • Generated different types of reports for various teams, velocity chart, burn down charts, agile reports.
  • Troubleshooting user management specific to project & global level in JIRA & creating new users as per requirements.
  • Worked extensively on JQL spanning across number of projects for multiple teams.
  • Created reusable best practice templates for all Schemes and other functionality to standardize instance Use.
  • Created custom workflows, screens, workspaces, custom fields and Issue Types for projects.
  • Mentoring the Project Managers and Developers with the JIRA Project level administration.
  • Provided End- User training on JIRA Suite and documentation.
  • Worked with upper management to create custom dashboards to aggregate Agile project metrics to be used to budget tracking and resource billing.
  • Worked WITH SLAs, request types, queues, JSM project roles, knowledge base to take best out of JSM

Associate Management and Systems Engineer

Matrix Comsec pvt. Ltd.
Vadodara
10.2021 - 08.2022
  • Here I was primarily responsible for configuring, providing support for troubleshooting/maintaining Atlassian tools JIRA, Confluence, Fisheye Crucible. Other tools Bugzilla and SVN to streamline their projects using JIRA while adapting to various methodologies. Experience as various tool’s administrator, working with project teams that involved different development teams and multiple simultaneous software.
  • Maintain Log Work done by members in JIRA and fetched reports monthly like Man Power Utilization, Bug and Defect, Original Estimation of work vs Remaining estimation and many more…
  • Project creation and user creation and mentoring users about the existing systems
  • Managing existing workflows, issue type schemes, permission schemes, notification schemes for waterfall methodology. (Planning to switch on Agile soon)
  • Create new Workflows, issue type schemes, notification schemes, permission schemes according to requirements.
  • Adding custom fields and configuring them into specific screen scheme.
  • Installation and maintenance of Jira, Confluence, FishEye Cruicible, SVN and Bugzilla Confluence (Server Instance)
  • Space and page creation in confluence according to project need.
  • Managing permission restriction according to the requirement.
  • Create confluence documentation for new process implementation.
  • Used user macros and announcement banner to provide great user experience. Fish-eye Crucible (Server Instance)
  • Introduce new members to fish eye- crucible, give them knowledge about creating reviews, repositories, and how to link reviews to JIRA.
  • Maintain repositories and projects according to the requirements and change SVN path accordingly. Bugzilla (Server Instance).
  • Introduce new members to Bugzilla during our technical training.
  • Manage user profiles, groups, custom fields and many more for the smooth management.
  • Managing workflow with appropriate bug status to manage easy project flow.

Education

BE in EC -

Vishwakarma Govt, Engineers Collage (VGEC))
Gandhinagar, GJ
05-2020

Diploma in EC -

MS University
Vadodara, GJ
05-2017

SSC -

Shanti Niketan Vidhyalaya
Vadodara, GJ
03-2014

Skills

  • JIRA (Server/cloud)
  • Confluence (Server/cloud)
  • Jira Service Management (JSM)
  • Bit Bucket
  • Opsgenie
  • Statuspage
  • Fisheye Crusible (Server/cloud)
  • SVN
  • Site 24*7
  • New Relic
  • App Dynamics
  • ISO 9001
  • ISO 27001
  • ISO 20001
  • Accopse Hysecure

Certification

  • Learn Jira with real world examples
  • Practical JIRA Workflows and Boards for Scrum Projects
  • Agile Project Management

Timeline

Service Desk Technician

Horizontal Digital
06.2023 - Current

Jira Admin

Voing Technologies
08.2022 - 03.2023

Associate Management and Systems Engineer

Matrix Comsec pvt. Ltd.
10.2021 - 08.2022

BE in EC -

Vishwakarma Govt, Engineers Collage (VGEC))

Diploma in EC -

MS University

SSC -

Shanti Niketan Vidhyalaya
  • Learn Jira with real world examples
  • Practical JIRA Workflows and Boards for Scrum Projects
  • Agile Project Management

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Mansi Mehta