L2 Application Support Lead/JIRA Administrator and Developer

Overview

Looking for part-time work (4 hours/day)

at $5.88/hour ($560.00/month)

Associates degree

Last Active

October 13th, 2025 (252 days ago)

Member Since

October 7th, 2025

Profile Description

Led a High-Performing Application Support Team:
? Spearheaded a team of L2 Application Support agents, ensuring
efficient resolution of B2B web application issues.
? Improved team SLA adherence through proactive monitoring,
automation implementation, and targeted improvement strategies.
Enhanced Support Efficiency and Stakeholder Communication:
? Developed and maintained a real-time JIRA dashboard with
insightful data visualizations, empowering improved reporting
accuracy and stakeholder communication.
? Streamlined support processes by creating JIRA filters, dashboards,
and automations tailored to specific department needs.
Knowledge Transfer and Technical Expertise:
? Successfully transitioned a web application to a new group, including
comprehensive employee training and knowledge transfer, ensuring
a smooth handover of support processes.
? Trained over 50 employees across various roles (L1/L2 agents,
Service/Product Managers, Problem/Change Managers) on the B2B web
applications and ticketing tools.
? Served as a trusted technical consultant to the entire operations team
team, including the Head of Operations and the Director, providing
in-depth application knowledge and troubleshooting expertise.