Open to opportunities

Daniel Schlain

@danielschlain

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Versatile IT professional specializing in Atlassian platform administration.

United States

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What I'm looking for

I seek a role that fosters collaboration, innovation, and continuous learning.

I am a versatile and detail-oriented IT professional with over 10 years of experience in service desk operations, systems administration, and technical support, specializing in Atlassian platform administration. My expertise lies in configuring and managing Jira Software, Jira Service Management, and Confluence in both enterprise and mid-sized environments. I have a proven track record of improving service delivery, designing efficient workflows, and leading the internal adoption of ITSM tools aligned with ITIL best practices.

In my recent role as an Atlassian Systems Administrator at Datasite LLC, I administered and optimized Jira and Confluence instances for over 1,000 global users. I designed and implemented user-friendly Jira Service Management portals and built custom workflows to enhance ITSM processes. My collaborative approach with Agile delivery teams has allowed me to structure Jira Software projects effectively, ensuring seamless sprint management and reporting. I am passionate about providing extensive documentation and training to empower users and stakeholders.

Experience

Work history, roles, and key accomplishments

Atlassian Systems Administrator

Datasite LLC

Jun 2023 - Jul 2025 (2 years 1 month)

Administered and optimized enterprise Jira and Confluence instances for 1,000+ global users, ensuring platform performance and scalability. Designed and implemented Jira Service Management portals using Refined, enabling user-friendly self-service experiences across business functions.

Jira Confluence Service Management Microsoft Entra ITIL

Sr. IT Service Desk Specialist

Datasite LLC

Nov 2022 - Jun 2023 (7 months)

Delivered advanced Tier 2/3 support, leading incident triage and user request resolution through Jira Service Management. Authored and managed IT documentation in Confluence, improving self-service usage and reducing repeat tickets.

Service Management Confluence ITIL Triage

Frontend Engineer

Tifco Industries

Jan 2020 - Sep 2022 (2 years 8 months)

Led complete redesign and launch of the company’s public-facing website using HTML, CSS, JavaScript, and Bootstrap. Collaborated with stakeholders to define technical requirements and translate them into a responsive, accessible, and SEO-friendly design.

HTML CSS JavaScript Bootstrap Confluence Agile Scrum

Information Technology Specialist

Tifco Industries

May 2018 - Jan 2020 (1 year 8 months)

Provided full-stack technical support, including hardware, software, VOIP, and account management. Assisted in early adoption of Jira and Confluence, customizing support queues and building the internal IT knowledge base.

Jira Confluence Active Directory MDM VoIP Technical Support

IT Support Manager

Keller Williams Realty – The Metropolitan

Jun 2015 - May 2018 (2 years 11 months)

Oversaw all IT operations and support for 600+ agents and staff, managing systems, training, and tech procurement. Implemented and maintained Jira Service Management for support ticketing, customizing request types, queues, and SLAs.

Service Management IT Operations SLA Management

Small Business Owner / IT Consultant

Geeks Houston

Jan 2010 - Dec 2015 (5 years 11 months)

Delivered on-site and remote IT support for small businesses, managing everything from networking to software solutions. Supported Windows-based environments, server maintenance, and desktop troubleshooting.

IT Support Networking Windows Server SOPs

Education

Degrees, certifications, and relevant coursework

Lone Star College

Associate of Arts, Graphic Design and Computer Science

Studied graphic design principles, including visual communication, typography, and digital imaging. Explored foundational concepts in computer science, including programming and system architecture.