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I've been in the Atlassian ecosystem for a while now, so a lot of the audience here are thinking/feeling "Oh no, not again", but I realised I've been in this group (and contributing a bit) for ages, seeing new people introduce themselves a lot and not done it myself, which I think is a bit rude. So:
I was born, grew up, and live, in England. I've been a London commuter for 25 years, and lived with cats for longer, hence the profile picture of a cat on a railway line (Sorry, I can't stay too late after work, I need to get a train home so I can feed the cat)
I pretty much started my career in computing as a Service Desk agent. I had a mix of coding and fielding client calls as my main two tasks for months, and that gave me the grounding I needed to grow into someone who actually knew what they were doing (with that software).
I wish we'd had JSM back then, it would have saved me so... much... time.
welcome aboard (retrospectively), like you I wish I had found JSM earlier, it would have solved a lot of problems and helped streamline team/workload and task management !!