Profileimage by Samuel Bartolome Jira Administrator/Atlassian Consultant from Dusseldorf

Samuel Bartolome


Last update: 24.09.2021

Jira Administrator/Atlassian Consultant

Graduation: BSc. Computing & IT
Hourly-/Daily rates: show
Negotiable, depending on scope of work and full package
Languages: English (Full Professional) | Spanish (Native or Bilingual)


JIRA Confluence Confluence & JIRA Confluence Administrator JIRA Atlassian jira service desk Atlassian Confluence / Jira Atlassian Jira Servicedesk




Jira Administrator/Atlassian Consultant with 3+ years experience of administration of Atlassian stack (Jira, Confluence and Jira Service Management). 10+ years of experience within the IT field including roles as IT Support and Windows Server Administrator
I enjoy learning new skills to keep myself up to date and gain more knowledge and develop my skills. I am a friendly person, enthusiastic and willing to learn.

Project history

05/2020 - 08/2021
Atlassian Consultant/Jira Administrator
Aldi Nord
* High-level Responsibilities:
- Support JIRA, Jira Service Desk and Confluence administration, including
creation and management of custom, complex projects, workflows, security
schemes, custom fields, dashboards and reports configurations.
- Install, manage and administer Jira apps, plugins, and extensions.
- Regularly meet with stakeholders to identify JIRA Project and Confluence
needs and implement them as appropriate.
- Perform requirements gathering, business process workflows, and
process improvement for JIRA/Confluence workflows and processes in
place, identifying where functionality can/cannot meet user requests.

* Functional Responsibilities:
- Conduct training for employees and new hires on JIRA and Confluence
regarding how to use the tools, new functionality, etc.
- Develop and compile training materials based on departmental needs.
- Create, maintain and support dashboards and advanced filters for end
users reporting capabilities.
- Provide User Management and grant user permissions in accordance with
role given by the company.
- Create and maintain detailed technical and user facing documentation.
- Resolve issues as they arise with JIRA Projects and Confluence.
- Interact with existing vendors for support and troubleshooting.

10/2017 - 04/2020
Junior IT System Administrator
trivago NV
* Making sure that all trivago employees are equipped with proper rights
within our IT system and administering internal and external productivity
Administration and support of Atlassian based solutions.

Key Responsibilities:
- Administration of user accounts for main platforms and tools used within
the company.
- Support and Administration of Jira & Confluence, responsibilities include
but not limited to user administration, project creation and administration
including workflow, screen and field customization.
- Administration of Slack.
- Administration of Dropbox.
- Support of Windows Severs environment.
- Control owner of compliance reporting (SOX) for internal analytic tools.

10/2015 - 09/2017
IT Support and Responsibility Lead for IT Support
trivago NV
* Since August 2016, empowering and mentoring a group of 4-6
colleagues to develop and coach to any matters than arise as well as
participating in the hiring process to get the best candidates for our team
while proactively fulfil the below duties.
- Assist to any hardware and software related issues which may affect to
our users and/or visitors.
- Install, maintain and update workstations for our users (Windows, Mac
OS and Ubuntu).
- Maintain, support and update our customise Windows 10 image via WDS
- Become the first point of contact for all IT user related issues or queries.
Answering and solve all matters in a competent and timely manner.
- Troubleshooting IT malfunctions.
- Assist in taking care of the internal User Helpdesk, ensuring all requests
are acknowledged and replied. User satisfaction is top priority.
- Diagnose and resolve technical issues.
- Undertake small to medium-sized internal IT projects.
- Ensuring incidents and requests are recorded and updated accordingly.
- Creation and maintenance of knowledge articles for future reference.
- Set-up and operate VoIP telephones and MS Office 2013/365 as well as
aspects of computer networking.

12/2014 - 10/2015
Desktop Support Engineer
Scotland Gas Networks
* Desktop Support Engineer, 2nd line support for HP CDS/SGN
- Troubleshooting hardware and software issues on desktops and laptops
as migrating profiles and PCs from Windows XP to Windows 7 (desktops
and laptops) as well as Windows 8.1 for tablets, while minimizing disruption
to our users.
- Deploying and troubleshooting Microsoft Operating Systems and Office
suite (MS Office 2003 to 2013) and supporting and assisting with migration
from Lotus Notes/Domino to Exchange/Outlook.
- Resolving virus infections.
- Network patching.
- Installation and configuration of printers.
- Planning and executing desk moves.
- Adhering to strict policies and processes around security and data
- Inventory management and maintaining accuracy of the CMDB.
- Ensuring SLA's and CSAT scores are on or above target.
- Maintaining good updates in the customers ticket handling system
- Ensure escalation process is followed and any issues are communicated
to the relevant teams.

06/2014 - 11/2014
Technical Support Engineer
* Technical Support Engineer for Networks and Applications

- Answering support queries and incidents via phone, email and through
ticket system.
- Monitoring servers (managed, co-location, VMware) and networks,
managing tasks in the Datacentre environment for internal/external clients &
internal employees and liaising with maintenance personnel.

- Liaising with BT, Virgin Media and TalkTalk in order to resolve faults with
first class business involving EFM, Lease Lines and ADSL/SDSL.
- Liaising with 3rd party technical support for clients.
- Working exposure with virtualised server environments and VM Sphere
- Receive, unpack and rack network equipment and servers as per
customer instructions-diagrams, wiring cabinet, cabling and patching.
- Move or secure network cables per client and/or internal engineers
provided instructions and diagrams.
- Configuration and maintenance of Cisco devices as per client instructions.
- Executing other client-provided instructions.
- Server support for Microsoft Windows Server 2000 to 2012 (AD and
Group Policies).
- Creation of email accounts and maintenance of MS Exchange 2003 to
2010 as troubleshooting Exchange mail issues.
- Also exposure to DNS, Webmail and Web hosting, VoIP (Asterisk), basics
of VPN, Domain Registration and Backups.

02/2013 - 06/2014
IT Service Desk Engineer
Edinburgh Airport Limited
* 1st/2nd line support for a wide range of technologies within the airport.

- Answering support queries via phone, email and face-to-face, logging
calls (ServiceNow) following processes to ensure that any queries are
resolved quickly and efficiently, in line with SLAs and ITIL procedures.
- Desktop support for Windows XP, Vista, 7 & 8, printers, peripherals and
applications (MS Office suite 2010/2013 as Lync 2013).
- Hardware support.
- Assisting on the separation and migration process from BAA network to
become a fully independent structure. Also rolling out deployment for
Windows 7 within the campus.
- Server support for Microsoft Windows Server 2008 (AD and Group
- Set up, maintain and troubleshoot user accounts using Forefront Identity
Manager (FIM) and Active Directory.
- Support of remote users using VMware Horizon (with View).
- iOS mobile devices support.
- Creation and maintain documentation, procedural documentation and
relevant reports.
- Experience on asset management; inventory of all hardware devices,
documenting serials, models, asset tag & note warranty info.
- Creation of email accounts and maintenance of MS Exchange 2010 as
troubleshooting Exchange mail issues.
- Software deployment via SCCM (operating systems and applications) as
being used for remote access tool for troubleshooting.
- Network support, cabling, patching and configuration.
- Experience in working with multiple 3rd party suppliers and vendors.
- Taking part of BAU projects within the business.
- Also exposure to other technologies as Sharepoint 2010, CCTV
(IndigoVision), SAP Business One, Sage.
- Time Management Training
- ITIL Foundation (8h course)

Time and spatial flexibility

I would prefer remote options however I could be opened to relocation if the right offer and company appears.

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