Neural
Link
Access
Node
Operate across parallel enclaves, splice protocols in real-time, and orchestrate the lattice from a single hypervisor shell.
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> FILE: ABOUT_ME.md
Bilingual cloud infrastructure and support systems architect with 15+ years of experience across technical support, cloud governance, and automation.
Specialized in designing cross-functional operational ecosystems that integrate development, support, customer success, and commercial teams. Known for unifying fragmented teams, automating with purpose, and turning complexity into clarity.
Led multi-layered Jira Service Management implementations and capacity tooling for the world's most valuable company by market capitalization, a global leader in GPU manufacturing and AI/HPC.
Location: Catemaco, Veracruz, Mexico • Remote-ready
Languages: Spanish (Native) • English (Professional)
> FILE: Experience.log
Career Timeline
Signature roles spanning Atlassian ecosystem leadership, GPU capacity governance, and enterprise support operations.
Support Architect & Operations Engineer
Virtasant · Global GPU OEM / OCI
- Led OCI Resource Governance for 12,000+ GPUs and acted as the primary Oracle Cloud liaison.
- Unified Dev, CS, Commercial, and Support in Jira Service Management with automated runbooks and PagerDuty flows.
- Designed white-glove GPU capacity transitions and built the Compute Instance Reporter (Python/OCI SDK).
- Automated Slack executive briefings, reviewed Retool architecture, and trained Rovo AI agents.
Solutions Architect
Atlassian Platinum Partners Advisor
- Delivered enterprise Jira Cloud/Server programs across workflow design, automation, SLAs, and ITIL-aligned JSM builds.
- Directed migrations from Zendesk and ServiceNow to Jira with complete data mapping, permissions, and enablement.
Jira Cloud Support Engineer S3
e-Core / Atlassian
- Served as Tier 3 admin for enterprise tenants, solving workflow, automation, and permission defects with Atlassian Engineering.
- Joined the 15-person Atlassian Chat Pilot (perfect CSAT) and authored KBs reducing escalations by 40%.
Customer Excellence Analyst
VTEX · Platinum Accounts
- Technical lead for Sony LATAM, Samsung, and Motorola across VTEX IO deployments, API integrations, and REST/GraphQL diagnostics.
- Built Facebook Marketplace geolocation tracking and onboarding playbooks for Mexico and Central America.
Senior Product Specialist
LiveVox
- Coordinated .NET platform configuration across Support and Engineering while leading deployments, rollbacks, and RCAs with DevOps.
- Mentored and trained the Colombia engineering cohort on platform tooling and operational standards.
Tier 2 Manager & Applications Engineer
LiveVox
- Managed Tier 2 escalations, log/database analysis, and systemic issue detection for a global contact center platform.
- Developed internal diagnostics accelerating root-cause discovery across product teams.
Operations & Support Leadership
Sinch · HSBC · AMEX
- Tier 3 DevOps support at Sinch covering Jenkins, Grafana, Kibana, and Opsgenie.
- Led a bilingual 24/7 HSBC call center spanning Mexico and Panama with 98.5% SLA adherence.
- AMEX credit analyst focused on fraud investigation and account security programs.
> DIR: /projects/
Selected systems and solutions delivered:
OCI GPU Governance Program
Led Support Operations for 12,000+ GPU deployment managing resource governance for AI/HPC infrastructure at world's most valuable company by market cap.
Enterprise JSM Integration Platform
Most ambitious Jira Service Management program integrating Dev, Commercial, CS, and Support teams into unified operational model with automated runbooks.
Compute Instance Reporter
Custom tool using Python, Bash, and OCI SDK to visualize reservations, clusters, pools, hosts and detect orphan instances beyond Change Request scope.
Slack Daily Update System
Automated engineer status management combining Slack Lists, Slack API, Google Apps Script, and Oracle Cloud Support Analytics.
White Glove Support Process
Sole designer and implementer of critical GPU capacity request and tracking infrastructure transition for enterprise clients.
Normalized Reporting Data Model
Built unified reporting across all JSM and JSW projects by transforming field structures and creating eazyBI data models.
> FILE: Skills.dat
// Cloud Infrastructure
- Oracle Cloud (OCI): HPC, GPU, Clusters
- AWS, Azure, GCP
- Compute Reporting & Visibility
// Atlassian Ecosystem
- Jira Admin (Cloud & Server)
- JSM, Product Discovery
- Confluence, Assist, Assets
- Slack Workflows & APIs
// AI & Automation
- AI Agent training (GPT, Claude, Gemini)
- Zapier, Temporal, Retool
- Google Apps Script, Postman
- Jira REST, webhooks
// Reporting & Data
- eazyBI, SQL
- Jira Service Metrics
- Oracle Console, Tableau
- Retool Dashboards
// DevOps & Monitoring
- Python, Bash
- Jenkins, Grafana, Kibana
- REST APIs, Splunk
- PagerDuty
// eCommerce Platforms
- VTEX, Mercado Libre APIs
- JavaScript, React, GraphQL
// Frameworks & Methodologies
- ITIL, Agile, DevOps
- Knowledge-Centered Service (KCS)
- Incident & Change Management
// Additional Tools
- CRM/ERP platforms (Salesforce, SAP)
- Video editing (Filmora, CapCut)
- Visual docs (Canva, Miro)
> FILE: CONTACT.md
Let's connect — whether for collaboration, technical discussion, or new opportunities.
📧 me@sergioivan.com 📱 +52 294 943 5464 🔗 LinkedIn 🌐 SergioIvan.com
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