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Neural Link Access Node

Orchestrate your dossier through a cybernetic control panel. Launch terminals, inspect telemetry, and dive into the neural resume without ever leaving the shell.

Hypervisor Terminal
Telemetry Feed
Entropy Reservoir 78.3%
Quantum Threads 512 active
Latency Envelope 0.8ms
Fractal Sync Locked
Signal Logs
00:00:07 Cross-realm handshake accepted. Channel integrity at 99.98%.
00:02:41 Adaptive mesh recalibrated. Doubling subspace relay coverage.
00:05:25 Host anomaly detected and sandboxed. Neural heuristics re-synced.
INIT.SYS // Orientation
Confused John Travolta

> Welcome to the system

You've loaded the operational interface for Sergio Llanos. Explore the desktop vectors to inspect the dossier. Need a guided path? Launch the system tour for a quick orientation.

README.txt

> FILE: ABOUT_ME.md

I design and deploy scalable operational systems that bridge technology and human process.

With experience across cloud infrastructure, automation, and ITSM frameworks, I build governance and visibility layers that simplify complex environments.

Beyond systems, I focus on meaning and legacy — ensuring every structure I build outlives my presence.

Experience.log

> FILE: Experience.log

Solutions Architect & Support Engineer

Virtasant // 2022 — Present

Lead architect for Advanced Support operational excellence initiatives. Design and implement automated reporting systems for Oracle Cloud Infrastructure with a focus on HPC and GPU resource governance.

Key achievements:

  • Architected Advanced Support Operational Excellence project integrating ITIL and Agile methodologies.
  • Designed centralized reporting catalog using Jira Service Management and eazyBI for governance visibility.
  • Automated OCI compute instance reporting using Bash and Python SDK for capacity management.
  • Led Jira Cloud migration and implemented Slack automation for improved team communication.
  • Authored SOPs, RCAs, and escalation protocols integrated with PagerDuty.

Jira Cloud Support Engineer S3

e-Core / Atlassian // 2020 — 2021

Delivered Tier 3 support for Jira Cloud enterprise customers, resolving complex workflow, automation, and integration scenarios.

Key achievements:

  • Resolved high-priority issues in workflows, automations, and third-party integrations.
  • Collaborated directly with Atlassian engineering on critical escalations.
  • Authored knowledge base articles and troubleshooting guides that reduced resolution times.
  • Maintained 95%+ customer satisfaction rating while handling complex technical cases.

Tier 2 Engineer (Chatbot & DevOps)

Sinch // 2020 — 2021

Supported enterprise chatbot implementations ensuring high availability and reliability. Maintained CI/CD pipelines and performed deep-dive analysis across monitoring stacks.

Key achievements:

  • Maintained 99.5% uptime for critical chatbot implementations serving enterprise clients.
  • Managed Jenkins CI/CD pipelines and Grafana monitoring dashboards.
  • Performed root cause analysis using Kibana and the ELK stack.
  • Created comprehensive runbooks and operational documentation.

Customer Excellence Analyst

VTEX // 2020

Provided technical support for enterprise eCommerce customers using JavaScript, GraphQL, and REST APIs. Developed onboarding documentation for Central American market expansion.

Key achievements:

  • Delivered technical support for complex eCommerce platform implementations.
  • Authored onboarding playbooks and deployment guides for regional rollout.
  • Utilized GraphQL and REST APIs to troubleshoot integration issues.
  • Collaborated with product teams to improve platform documentation.

Senior Product Specialist & Tier 2 Manager

LiveVox // 2008 — 2019

Managed Tier 2 escalations and led a support engineering team. Streamlined .NET application implementations and established proactive monitoring protocols.

Key achievements:

  • Led Tier 2 escalation team managing critical issues and root cause documentation.
  • Reduced deployment time by 40% for .NET application implementations.
  • Established proactive monitoring protocols to improve incident response.
  • Mentored Tier 1/2 staff, elevating team capabilities.

Earlier Career Highlights

Multiple Organizations // Pre-2008

Built a foundation in technical support, team management, and operations across Ericsson, Orange, HSBC, NFL.com.mx, AMEX, and TeckMarketing.

Key achievements:

  • Managed a 30-person technical support team for Prodigy Internet services.
  • Produced Spanish-language content for NFL.com and launched an early sports podcast in Mexico.
  • Handled network escalations for major telecommunications providers at Ericsson.
  • Improved SLA compliance and managed bilingual service center operations for HSBC vendor.
Projects.dev

> DIR: /projects/

Selected systems and solutions delivered:

Advanced Support Dashboard

Centralized dashboard transforming OCI data into actionable insights for network operations.

OCI API · Python · React · Data Visualization

Support Workflow System

Automated escalation and support workflow system built within Jira and Confluence.

Jira · Confluence · Automation · ITIL

GPU Resource Manager

Custom tool for governing and optimizing high-performance computing GPU resources in Oracle Cloud.

HPC · GPU · Cost Optimization · OCI

Operational Excellence Framework

Comprehensive framework integrating ITIL and Agile methodologies for support operations.

ITIL · Agile · Automation · Governance

Skills.dat

> FILE: Skills.dat

// Cloud Infrastructure

  • Oracle Cloud (OCI)
  • HPC & GPU Governance
  • Infrastructure as Code
  • Terraform

// Atlassian Suite

  • Jira Automation & Service Management
  • Confluence
  • Bitbucket
  • Atlassian APIs

// Automation & Scripting

  • Python
  • Bash
  • REST APIs
  • CI/CD (Jenkins, GitLab)
  • Ansible

// Operational Frameworks

  • ITIL
  • Agile
  • DevOps
  • SRE
  • Incident Management

// Tools & Platforms

  • eazyBI
  • PagerDuty
  • Slack Integration
  • Grafana
  • Kibana / ELK Stack

// Certifications

  • ITIL® Foundation (2024)
  • OCI Foundations Associate (2024)
  • Jira Cloud Administrator (2021)
Contact.eml

> FILE: CONTACT.md

Let's connect — whether for collaboration, technical discussion, or creative initiatives.

📧 Email 🔗 LinkedIn 💻 GitHub
Browser://sergioivan