Mae M.

I’m an experienced Jira Administrator and IT Service Management Professional with a strong background in building efficient support systems, managing teams and improving workflows in fast-paced environments. I specialize in Jira Service Management, ITSM processes and SaaS support, helping teams streamline operations, reduce ticket resolution time and create scalable systems that actually work in production. Over the years, I’ve handled end-to-end support operations including ticket triaging, SLA management, incident handling and system transitions. I’ve also led teams in hybrid environments, ensuring smooth day-to-day operations while maintaining high service quality. What I bring to the table: * Jira Service Management setup and optimization (workflows, automations, SLAs, queues) * Jira project administration (company-managed and team-managed projects) * ITSM best practices (incident, request, problem, and change management) * Process improvement and workflow design * SaaS and technical support (L1–L2) * Team leadership and escalation handling * Documentation and knowledge base creation Why clients work with me: I don’t just configure tools. I understand the operations behind them. I focus on creating systems that are practical, scalable and easy for teams to adopt. Whether you need a full helpdesk setup, workflow redesign or ongoing Jira administration, I can step in and deliver with minimal supervision.