Resume

JUSTIN ALEX PARAMANANDAN

Asquith, New South Wales 2077, Australia

me[at]justinalex[dot]com

  • Passionate Atlassian Fanboy !!!
  • Strong customer service, with a passion for helping stakeholders with their outcomes and getting the most from their Atlassian solutions.
  • Strong technical problem-solving skills.
  • Quick to learn new technologies.
  • Ability to mentor junior staff.
  • Share learning and knowledge via brown bag sessions.
  • Provide new ideas to team leaders and managers to improve the team’s synergy and working lifestyle.

Technical Skills

  • Atlassian Confluence (Data Center and Cloud)
  • Atlassian Jira Software (Data Center and Cloud)
  • Atlassian Jira Service Management (Data Center and Cloud)
  • Databases (PostgreSQL and MySQL)
  • AWS (Basic Knowledge)
  • Ansible (Basic Knowledge)
  • Docker (Basic Knowledge)
  • Linux / Unix System Administration (Intermediate Knowledge)

Qualifications

PROFESSIONAL EXPERIENCE

Atlassian Specialist Developer, Continuous Delivery (CD) Tools Team

IAG Ltd - Sydney, Australia
October 2019 - Present

  • Supported IAG business users by understanding their use cases and, where applicable, applying these to our Atlassian Solution model.
  • Delivered many end-user training sessions on the Atlassian toolset (Jira and Confluence).
  • Improved the performance and stability of the Bitbucket Data Center instance by migrating to a supported and multi-node infrastructure.
  • Improved the team’s operations by automating a number of the processes using Automation For Jira and ScriptRunner for Jira.
  • Responsible for ensuring that the Jira and Confluence platforms were always on a supported version.
  • Automated the upgrade and patching of Bitbucket and Bamboo using Ansible and Docker.
  • Provided ideas that drive improvements to the CD Tools Team’s processes.

Senior Atlassian Consultant

ServiceRocket Pty Ltd - Sydney, Australia
November 2015 – October 2019

  • Delivered and facilitated workshops with customers from various industries and sizes (SMB & Enterprise) to understand their requirements for an Atlassian Solution Design.
  • Performed Atlassian application upgrades for enterprise customers.
  • Deployed Jira Service Desk to customers, supporting their service request management and HR processes.
  • Ensuring customers are always on the supported versions of the Atlassian tools.
  • Delivered best usage practices to customers on the Atlassian tools.
  • Facilitated a Jira training session for a banking firm for both new and existing users.
  • Provide ideas to fine-tune delivery processes to both the consulting team and management.
  • Mentored graduate consultants on knowledge, best practices and integration guidelines for the Atlassian tools.

Atlassian Business Analyst

Design Industries - Melbourne, Australia
April 2015 – September 2015

  • Met clients to discuss their business and transform their requirements into user stories, so that they can be delivered in a tangible manner.
  • Design and wrote up user stories for proposal reporting to potential clients.
  • Review customers' Atlassian Jira post migration tasks, and provided solutions and recommendations to improve their current usage and best practices.
  • Deployed Jira Service Desk on an education services provider's environment, in addition to predefined SLAs and automation functionalities to support their help desk processes.
  • Deployment of Jira Service Desk for Design Industries to ensure support issues are handled more efficiently and effectively.
  • Internal discussions on the problems and improvements of Design Industries's in-house Atlassian applications; so that employees are not affected by any issues, and their work delivery are as productive as ever.

Enterprise Application Engineer

ServiceRocket Sdn Bhd - Kuala Lumpur, Malaysia
April 2014 – March 2015

Key Tasks
  • Provided system and application level administration support and advise to Qantas for their Jira and Confluence environments. These included consultation on project and space administration and Groovy scripts programming.
  • Facilitated an upgrade task of the Jira and Confluence instances customers.
Other Tasks
  • Provide support to ServiceRocket Add-Ons customers.
  • Assist in designing Jira workflows, Agile Boards, project outlines and configured backend enhancements to ensure that customers are able to perform their daily routine with ease.
  • Discussions with manager and support team lead on improvements and ideas.
  • Guided team to some technical skills on Jira and Confluence.
  • Constant collaboration with developers to identify bugs that should be delivered with high priorities.
  • Started up a support knowledge base for engineers to refer to, and to inculcate knowledge sharing.

Support Analyst

Alaric International - Kuala Lumpur, Malaysia
June 2013 – March 2014

  • Provided support and troubleshooting steps to clients in regards to the Authentic application deployments.
  • Provided suggestions and ideas to the management for support improvements.
  • Became an interim Jira administrator to design workflows for the development and support team.
  • Suggested best practices in administering Jira to ensure that their Jira instance can be managed properly and without issues.
  • Analysed performance issues and suggested workarounds to fix them.

Java Software Engineer

Comptel Communications - Kuala Lumpur, Malaysia
December 2012 – May 2013

  • Developed and maintain the source code of a number management system.
  • Worked in a scrum development team to provide timed deliverables to end users.

Atlassian Hosted Support Engineer

Customware Asia Pacific - Kuala Lumpur, Malaysia
October 2011 – December 2012

Job Scope

From October 2011, I was placed to be the Atlassian support engineer for Jira Studio and Hosted Operations Solutions (now Atlassian Cloud). This task is similar to the earlier Jira and GreenHopper (now Jira Software) support, with the only difference was that I'll be supporting other Atlassian products as well (Confluence and Crowd).

This task increased my knowledge in terminologies and technological elements such as networking and database. I took the time to also develop skills for integration of Jira Studio and Atlassian OnDemand with Zendesk and Stash, as well as written down shell scripts that implements SOAP and REST APIs.

Achievements
  • Average 85% customer satisfaction results, based on surveys calculated.
  • Provided a migration solution for Taser from the Enterprise Hosted Jira platform to an on premise Jira platform.
  • Assisted HiQ with another migration from Atlassian Jira Studio to on-premise instances of Jira and Confluence.
  • Written a Java application to perform groups renaming for a smooth migration from the Enterprise Hosted Jira instances to OnDemand instances.
  • Written a shell script to rename Jira attachments from ID-based file names to contextual file names for auditing purposes.
  • Overseen upgrade processes and schedules for big name companies, including Mobile Travel Technologies and Nemetschek Bulgaria.
Other Tasks
  • Provided customization, development and usage solutions to Atlassian products.
  • In constant communication with customer, while creating a bond between end users and engineers through social networking.
  • Continued communication with Atlassian support teams across the world.
  • Mentored juniors to familiarize with the supported products.

Atlassian Jira and GreenHopper Support Engineer

Customware Asia Pacific - Kuala Lumpur, Malaysia
November 2010 – October 2011

Job Scope

Started work as an Atlassian Jira Support Engineer in December 2010 after a month of training. The scope of the job involve communication with customers, administrators and end-users of Atlassian Jira to provide support, troubleshooting and ideas to improve the end-users requirements.

In March 2011, I was given the task to support GreenHopper customers. The task not only involve support for them, but the understanding of the methodology and concept of Scrum and Agile management.

Other Tasks
  • Helped improve and streamline internal processes.
  • Helped improve documentation of products to minimize support load.
  • Constant communication and remote pairing with Atlassian support team across the region (Amsterdam, Sydney, San Francisco and Porto Alegre).
  • Replicated customer environment to enable the replication and debugging of customer issues.
  • Guided the juniors to familiarize with the supported products.

FORMAL EDUCATION

RMIT Bachelor's of Computer Science

Taylor’s University - Petaling Jaya, Selangor

February 2006 – July 2010