Kenesha
Atlassian Certified Expert Emeritus
Enterprise Service Management & Support Operations
Connecting platforms, simplifying complex business processes, and helping teams deliver more efficiently.
20+ years in Information Technology
01 / Career accomplishments
Jira Cloud integration, automation, and service management workflows delivered for customers.
80%+reduction in automation rules
Reengineered a complex CapEx approval workflow, replacing individual-user dependencies with group-based approvals and consolidating 35+ automation rules into approximately 7.
Jira Automation / Group-based approvals
Two-wayJira Cloud synchronization
Designed and deployed a production REST API integration that automated support ticket creation and synchronized updates between customer and provider Jira Cloud environments.
Jira Cloud / REST APIs
Paper → Jiraa digitized CapEx process
Moved a separate customer’s paper-based CapEx process into Jira Service Management, introducing structured multilevel approvals and a traceable approval history.
Jira Service Management / Approval workflows
02 / Expertise
Experience in Atlassian product administration, complex automations, data-driven process improvement, and support operations.
Administration, configuration, and ITSM support across Cloud, Server, and Data Center environments.
Practical solutions for complex approvals, repetitive work, and service workflows across platforms.
Customer-facing service leadership, SLA management, escalations, and platform health reviews.
Developed dashboards and reports to track service performance, identify trends, and guide operational improvements.
03 / Career journey
2017 — 2026
Jul 2026 – Oct 2026
Coordinated daily Atlassian platform support, customer escalations, and issue resolution across managed environments. Developed Jira and Jira Service Management reports and dashboards, analyzed service trends, and presented improvement recommendations to stakeholders.
Jun 2021 – Jun 2026
Led Atlassian managed support across up to seven customer environments, coordinating production incidents and service escalations while tracking response and resolution SLAs. Worked with customer administrators on approved platform improvements and cleanup, and translated service trends into recommendations.
Jan 2017 – Jun 2021
Administered Atlassian platforms for managed services customers and supported internal users, investigating incidents and sustaining daily operations. Delivered platform improvements aligned with business requirements.
2012 – 2017
Administered Jira Server and BMC Remedyforce for internal employees, resolving product issues and sustaining enterprise IT service delivery.
2008 – 2012
Analyzed enterprise reporting data and developed performance reports and business intelligence insights to support departmental decisions.
2006 – 2008
Maintained reporting and data quality, resolved payment-processing issues, supported desktop and network systems, and administered Active Directory accounts.
2002 – 2006
Maintained three project databases, supported end users, and developed and maintained the organization’s website.
04 / Credentials & education
Atlassian certifications and ITIL® Foundation v3 support my work in Information Technology Service Management (ITSM).
IT service management
Master of Science, Computer Information Systems
Bachelor of Business Administration, Management (Information Systems)