Ahmad Faisal Email and Phone Number

Being one of the senior support software engineer at Ezypay, I was involved with a wide range of responsibilities or focus, which includes:1. Share and disseminate my knowledge in Java to the team. As part of fulfilling this responsibility, a series of Java training session was conducted, with some hands on example and demo project (this includes an introduction to writing Java spring boot microservice).
 Additionally, as part of the initiative to share the knowledge to the team, I also wrote a series of article and documentation discussing about specific topics in Java.2. Implement bugfixes or improvements on the business legacy platfrom, which was written using the .NET framework.3. Enrolled in the support on development rotation to implement bugfixes and improvements on the business new platform, which is Java Springboot based microservice architecture4. Be the escalation point for support issues that requires in-depth technical investigation5. Perform sort of BA related responsibilities which includes analysis towards a specific issue and document the findings, and generate specific reports required by the team via direct database querying6. Improve support processes through innovationAs for my focus around support initiatives and innovation, I have initiated and drive 2 different support projects to improve specific processes in support via tooling. Since the project was initiated and owned by the support team, we had the flexibility to decide the language that we'd like to use for developing and implement the tool, and as a result one of the web application was written using Java Springboot while the other one was written using Python Cherrypy framework. Both of the web application uses Node and ReactJS for the front end implementation. Investing on these projects has proven to be worthwhile, as it has given the support team members the opportunity to learn and contribute to support projects, which is outside of their usual day to day focus.

A full time developer resource for the Atlassian Service Enablement Team (SET). The SET team main responsibility is to be one of the primary driver to improve customers success when customer use any of the Atlassian product.This responsibility includes the effort to analyse product friction by identifying trend or pattern from support operation, channel feedback and findings to the leadership, product management and the development team. The team also establish the plan to mitigate or resolve friction and follow ups with the product team. Another main focus area for the SET team is to team up with the support team to gain feedback on customer challenges, and also to keep the team prepared with upcoming changes in product for each new releases.As the SET team developer, I have the principal responsibility to run and implement technical projects that focus around support process improvement, or to increase the effectiveness of Prevention stage in the customer support funnel through tooling and/or services. In order to deliver the project, often I am required to work with other development team inside Atlassian. Additionally, as the only developer in the team, I also often work together with other SET engineers, or SET analysts to deliver specific tasks that often involves code development.

The EMEA Support Project Team was given the responsibility to continuously drive improvements in support process based on Lean methodology. This is done via developing and running experiments with the aim to eliminate waste, increase efficiency in support to save support time. The team had a big objective of reducing 20% time from support, so that the support team will be able to spend that time for growth (training, innovation project, etc). Most of the time, the process were improved through development projects.The EMEA project team also was the previous owner of the Atlassian support system (support.atlassian.com). With that, the other focus area for the projects team team was to build and maintain customisation on the system to accommodate the support process in Atlassian, and to ensure that the system runs optimally so that the system is available to all customers and Atlassian at all time. The projects team is also the first responder to any incidents that affected the system.

The Atlassian JIRA Support Engineer has the main responsibility to provide level 2 support for Atlassian JIRA, supporting customers based in EMEA region. Support Engineers are required to have a wide range of understanding on the components involved around JIRA product, which includes license and usage related know-how, installation, deployment and environments related knowledge, integrations with external system (e.g.: LDAP and SSO for user management), and product troubleshooting (inspecting application logs, examining the Java stack trace to understand errors, etc).Support Engineers are also requires to work well with other team members, mentoring new hires in the team, sharing knowledge through brown bags and keep the team updated via daily standup.As I grew inside the Level 2 support role, I had the opportunity to learn about and support other Atlassian products (JIRA Agile and Confluence), and also the experience to work with the EMEA Projects Team on rotation basis. I have a blog published in Atlassian public blog to share the experience and insights learned while working on one of the given project.

Started as an intern student in ServiceRocket (contracted to Atlassian), I was given the responsibility to simplify the IMAP “Sewer” mail account triaging process for Atlassian support system (support.atlassian.com). The main objective was to reduce the time spent to triage the mail sewer which was done on a daily basis.Towards the end of the project, the process was improved in a couple of areas:1. Few mail patterns was documented in the Atlassian extranet. This helps to disseminate the knowledgefor many years to come.2. Setup of mail filters in the Sewer email account to filter out common junk or spam emails.3. Created a simple java application that’s able to further filter out emails. The application uses the javax.mail library to connect to the IMAP server, and uses Java AWT and Swing for creating the user interface.