Kenesha
Atlassian solutions engineering.
Atlassian Solutions Engineering
Enterprise Service Management & Support Operations
I connect platforms, simplify complex business processes, and help teams deliver more efficiently.
20+ years in 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, and 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 disconnected service environments.
Customer-facing service leadership, SLA management, escalations, platform health reviews, and QBRs.
Turning platform and service data into clear reporting and actionable recommendations.
Okta, BMC Remedyforce, Microsoft SQL Server, BusinessObjects, Crystal Reports, SharePoint, Nintex Workflow & Forms, and Active Directory.
03 / Career journey
2017 — 2026
Formerly Verinext / Forty8Fifty Labs
Jul 2026 – Oct 2026
Maintained managed support operations through restructuring, coordinating customer communications, escalations, assignments, service reporting, and QBRs. Provided hands-on administration and ITSM support for Jira, JSM, and Confluence Cloud. Presented monthly and quarterly service analytics using dashboards, eazyBI, Custom Charts, and Tempo Timesheets.
Jun 2021 – Jun 2026
Led managed support for up to seven concurrent customers, overseeing product support, production incidents, and on-premises upgrade coordination. Typically achieved approximately 95%+ contractual response and resolution SLA compliance. Owned customer QBRs and coordinated proactive, customer-approved cleanup sprints to support maintainability and license optimization.
Jan 2017 – Jun 2021
Administered Jira, Jira Service Management, and Confluence for managed services customers. Investigated incidents, delivered approved platform improvements, and maintained ongoing application operations.
2012 – 2017
Administered BMC Remedyforce and Jira Server for enterprise IT service delivery.
2008 – 2012
Analyzed ETL-fed reporting databases to deliver strategic performance reporting.
2006 – 2008
Supported donor data quality, payment processing, desktop and network systems, and Active Directory accounts.
2002 – 2006
Managed 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
Atlassian Certified Confluence Administrator for Data Center and Server; Atlassian Certified Jira Service Desk Administrator. Both are retired credentials.
Master of Science, Computer Information Systems
Bachelor of Business Administration, Management (Information Systems)