Abel Alia

Experienced Jira Cloud Admin with over 4 years of expertise in managing and optimizing Jira Cloud instances for over 300 users. Successfully implemented client requirements through customized workflows, plugins, and automations, ensuring high levels of customer satisfaction. Demonstrated strong research and technical skills, including HTML, CSS, AWS, and database concepts.

Excels in translating business requirements into effective Jira configurations to enhance operational efficiency and deliver superior user experiences.

Jira Cloud Admin - JiraConsultancy.com

(2020-01)

Jira Cloud Admin of a 300+ user count cloud instance, Jira Cloud Admin of 40+ user count Jira Service Management Cloud instance. Translate customer requirements to workflows[status, conditions, validators, post-functions] issuetypes[request types], screens[agent view, customer view, create, edit, view], field configurations, roles and groups, automations. Implement client requirements and respond to client queries.

Setup test Jira instances, create documentation for plugins, test plugins for compatibility, research features, compare features of each plugin, look for alternatives to meet client specification, translate client requirements to Jira implementation. Administer website, create blogposts, publish post, optimize images, optimize site for SEO, improve design of website, submit site to google and bing console for tracking, setup dynamic sitemap.html and sitemap.xml, optimize site load times. Research new technologies that maybe relevant to Jira.

Html, CSS familiar with AWS, Php, database concepts.

• Jira Cloud Admin, Jira Cloud plugin tester, researcher

Sole Proprietor, Manager - Children's Playhouse

(2015-11 - 2017-06)

• Manage day to day and overall operations of business
• Supervised two employees

Customer Service Representative - Teletech Philippines (Telstra Mobiles Billing and Home phone Account) - Cebu, Philippines

(2014-07 - 2015-03)

Inbound phone support. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
• Routinely answered customer questions regarding products, services and pricing
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
• Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events
• Answered an average of 25 calls per day by addressing customer inquiries, solving problems and providing new product information

Technical Support Representative - Convergys (Microsoft XP, 7, 8 Account) - Cebu, Philippines

(2012-11 - 2013-06)

Live Chat support. Provided base level IT support to non-technical personnel within the business.

• Responded to technical support needs of customers
• Identified and solved technical issues with a variety of diagnostic tools
• Built and provided basic end-user troubleshooting and desktop support on Windows systems

Technical Support Representative - Stream Global Services (Dell Account) - Cebu, Philippines

(2008-12 - 2011-11)

Inbound phone support. Managed call flow and responded to technical support needs of customers.

• Evaluated and responded to incoming sales leads and requests for technical support assistance
• 3 years of technical support experience
• Provided base level IT support to non-technical personnel within the business
• Installed software, modified and repaired hardware and resolved technical issues
• Identified and solved technical issues with a variety of diagnostic tools
• Built and provided basic end-user troubleshooting and desktop support on Windows systems

Associate of Science - Computer Science - University of the Philippines in the Visayas (2008)

High School Diploma - University of the Philippines in the Visayas High School (2003)