Thiago Masutti

Principal Support Engineer providing expert -level technical support to Atlassian Premier customers for on-prem products, including Jira Software, Jira Service Management, and Confluence. Responsibilities include: - Investigating and resolving complex technical issues in collaboration with development teams when necessary. - Contributing to product improvements by working closely with product teams. - Creating and maintaining knowledge resources (bug reports, feature requests, documentation, KB articles). - Managing complex customer escalations. - Mentoring and assisting other support engineers. Key Achievements: - Promoted four times from Senior Support Engineer 1 to Principal Support Engineer 2, consistently exceeding performance expectations. - Developed JAGS, an observability stack (Fluentd, PostgreSQL, Grafana) for parsing and visualizing Atlassian product logs, shared via the Atlassian Community. - Enhanced Jira and Confluence supportability by creating a plugin module that extracts database data to provide support engineers with deeper insights into customer instances. - Fixed multiple bugs on Jira Data Center, implementing code on Java and pushing changes to production.

We are a team of senior support engineers assisting Atlassian Premier customers with their self-hosted applications. Our goal is to impress our customers with legendary support, helping them to make the most out of Jira, Confluence, Crowd, Bitbucket and other Atlassian tools. * Provide technical support to external customers communicating with them through our service desk application. * Make use of screen shares and phone calls to work together with the customer on their environment. * Perform root cause analysis on issues reported by customers, making use of application logs, thread dumps and heap dump. * Work together with the development team on product escalations, also creating and updating bug reports.

Deep technical support on HP Operations Manager (HPOM) and Network Node Manager (NNM) - monitoring infrastructure - for outsourcing customers based on several countries within the Americas region. The main activities are as follows: 1) Answer to incidents and service requests based on predefined service level objectives; 2) Plan and execute modifications in the environment following the Change Management process; 3) Participate as the root cause owner on problems identified in the monitoring infrastructure; 4) Document standard procedures and train the first and second levels on how to use them. The above described activities encompass the following areas: 1) Implementation and support of monitoring on multiple platforms, such as Windows, HP-UX, Linux, AIX, Solaris and VMware. This includes agent (HPOA) and OS monitoring Smart Plug-in. 2) Implementation and support of monitoring of different applications, such as database management system (Oracle, MS SQL and MySQL), Exchange, WebLogic, SAP, Data Protector, Storage and others. 3) Support on the integration of multiple applications with the monitoring infrastructure, such as a data warehouse to store information from all HPOM servers and managed nodes, a trouble ticket system to automate the creation of incidents in the service desk tool, and others. Main accomplishments are: 1) creation and maintenance of several documents describing standard procedures to be used across multiple teams; 2) training about monitoring infrastructure and event management of several people across multiple Countries (Brazil, Costa Rica, Argentina, India, USA and Canada); 3) design and implementation of automation tools in use in more than 80k managed nodes; 4) support the migration of more than 5 HPOM servers from legacy OMU8 (former OpenView Operations) to OMU/L9.

Development of a decision support system for a scheduling problem. The prototype was developed in Matlab and the production system was developed using the following technologies: ASP.NET, C# and MSSQL. Development of applications, using Matlab, to demonstrate the use of computational intelligence in different business areas.

Project: A hybrid bio-inspired algorithm to solve the container sequencing problem (from May, 2008 to April, 2009). Development of an algorithm based on Evolutionary Computing (EC) and Artificial Immune Systems (AIS) to solve a combinatorial optimization problem found on port harbors. This same algorithm was slightly modified in order to be able to solve different Vehicle Routing Problems. A paper describing the work done during this project was selected as one of the three best works (BS level) during the XXIX Brazilian Computer Society Congress (CSBC 2009). Project: Neuro-Immune Networks applied to Vehicle Routing Problems (from May, 2006 to April, 2008). Development of an algorithm based on Artificial Neural Networks (ANN) and Artificial Immune Systems (AIS) to solve different categories of the vehicle routing problem. A paper describing the work done during this project was selected as one of the five best works (BS level) during the XL Brazilian Symposium of Operations Research (SBPO 2008).

Master thesis: A Framework Inspired by the Collective Behavior of Honeybees to Solve Vehicle Routing Problems