Technical Support Team Lead/Atlassian administrator, NDA (Cloud and DevOps services)
Duration: Nov. 2024 - Jun. 2025
Summary: Managed entire settings and automation design for Jira Software and Service Management, integrating with non-Atlassian applications and implementing new user group schemes. Developed internal Help Desk for internal users to streamline support processes.
Responsibilities:
- Designed and implemented automation rules using smart values and API calls.
- Managed users and user groups with permissions and billing processes.
- Integrated Jira with external applications.
- Owned the billing processes and user management.
Technologies: Jira Software, Jira Service Management, Automation rules, REST API, smart values.
Head of Support/Atlassian administrator, TurnKey Lender (Support Department and Atlassian Administration)
Duration: Aug. 2017 - Nov. 2024
Summary: Led the support department and managed Atlassian tools including Jira Software, Jira Service Management, and Confluence. Developed workflows, schemes, and automated processes to improve operational efficiency and support delivery for a fintech company.
Responsibilities:
- Created and managed Jira workflows, schemes, issue types, and screens.
- Configured integrations and administered Jira and Confluence as knowledge bases.
- Managed users, user groups, and billing processes.
- Developed and implemented automation processes and KPIs related to ITSM.
- Streamlined staff onboarding and provided strategic guidance to franchisees.
- Hosted educational webinars and designed financial models for franchisees.
- Maintained product integrity through bug tracking using Mantis and Jira.
- Provided consultancy and ongoing support to franchisees.
Technologies: Jira Software, Jira Service Management, Confluence, Mantis, JQL, Automation, REST API.
Support manager/Head of Support, CitySites
Duration: Nov 2013 - Aug. 2017
Head of Support, Cloud-based loan management system
Duration: Mar. 2015 - Aug. 2017
Summary: Managed support operations for a cloud-based loan management system, focusing on customer support and operational efficiency improvements.
Responsibilities:
- Developed and implemented efficient work processes to streamline operations.
- Implemented training systems and onboarding support for junior team members.
- Increased team productivity by introducing new tools and technologies.
- Developed KPIs related to ITSM following ITIL standards.
- Managed service delivery including incident management and troubleshooting.
Technologies: ITSM, ITIL, Jira, Support tools.
Support manager, Franchise of the City Site and mobile application
Duration: Nov 2013 - Feb 2015
Summary: Managed support and operational activities for the franchise of City Site and its mobile application, enhancing customer engagement and franchisee support.
Responsibilities:
- Supported and consulted with over 25 franchisees.
- Provided ongoing support, guidance, and consultation to franchisees.
- Conducted webinars to educate and support franchisees.
- Designed corporate literature and prepared instructions for the website administration panel.
- Implemented sales strategies to acquire new franchise partners.
Group Category Manager, Astreya-XXI (Electronics TM "Assistant")
Duration: Sep. 2011 - Sep. 2013
Summary: Managed product category for electronics brand TM "Assistant", overseeing product design, marketing, and sales performance.
Responsibilities:
- Conducted analysis and monitoring of sales performance.
- Implemented strategies to boost sales of specific products.
- Enhanced customer engagement and activity levels.
- Developed and executed marketing campaigns.
- Designed products and packaging.
- Monitored production timelines and maintained communication with all departments.
- Successfully introduced new products into the market.
Upstaffer since September, 2026
