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LLAN-OS OPERATIVE DOSSIER

Sergio Iván Llanos

Solutions Architect & Technical Support Specialist

Bilingual infrastructure and support architect with 15+ years designing cross-functional operational ecosystems integrating development, support, CS, and commercial teams. Led enterprise-scale Jira Service Management implementations and GPU capacity governance tooling for a Fortune 10 AI/HPC leader managing 12,000+ GPUs.

Email icon me@sergioivan.com
Phone icon (+52)294-943-5464
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15+ Years across technical support, cloud governance, automation, and operational architecture.
12,000+ GPUs managed in OCI Resource Governance for AI/HPC infrastructure.
98.5% SLA achievement across 24/7 bilingual support operations.

Professional Experience

Support Architect and Operations Engineer

Virtasant // 2023 — 2025

Full-time advisor to the world's most valuable company by market capitalization, leading GPU manufacturing and AI/HPC infrastructure.

  • Led OCI Resource Governance Support managing 12,000+ GPU delivery for AI/HPC infrastructure—primary liaison for Oracle Cloud communications.
  • Architected enterprise Jira Service Management integrating Dev, Commercial, CS, and Support with automated runbooks, Git, PagerDuty, and unified SLA tracking.
  • Designed white-glove GPU capacity transitions; built Compute Instance Reporter (Python/OCI SDK) for real-time infrastructure visibility.

Atlassian Ecosystem Solutions Architect

e-Core & Atlassian Platinum Partners // 2020 — 2023

Combined Solutions Architect (Atlassian Partners) and Jira Cloud Support Engineer S3 (e-Core/Atlassian) engagements.

  • Delivered enterprise Jira Cloud/Server solutions covering workflow design, SLAs, automation, and ITIL-aligned JSM implementations with eazyBI reporting.
  • Directed migrations from Zendesk and ServiceNow to Jira including data mapping, permission schemes, SLA parity, and global enablement programs.
  • Tier 3 Jira Cloud admin for enterprise tenants, resolving complex workflow, automation, and permission incidents alongside Atlassian Engineering.
  • Selected for the 15-person Atlassian Chat Pilot with perfect CSAT while publishing KB content that reduced escalations by 40%.

Customer Excellence Analyst (Platinum Clients)

VTEX // 2019 — 2020
  • Technical lead for Sony LATAM, Samsung, and Motorola—managed VTEX IO deployments, API integrations, and full-stack diagnostics (REST/GraphQL).
  • Built Facebook Marketplace geolocation tracking and authored onboarding playbooks for Mexico and Central America.

Senior Product Specialist

LiveVox // 2014 — 2019
  • Led .NET platform configuration across support and engineering; coordinated deployments, rollbacks, and RCAs alongside DevOps and Product.
  • Developed training programs for the Colombia engineering cohort and codified runbooks for global support coverage.

Tier 2 Manager and Applications Engineer

LiveVox // 2012 — 2014
  • Managed Tier 2 escalations, log/database analysis, and systemic issue detection for mission-critical contact center workloads.
  • Built internal diagnostics tooling that accelerated root cause identification and lowered mean-time-to-resolution.

Earlier Roles

Various // 2008 — 2012
  • Sinch: Tier 3 DevOps support (Jenkins, Grafana, Kibana, Opsgenie) for chatbot infrastructure.
  • HSBC: Managed bilingual 24/7 call center (Mexico/Panama) achieving 98.5% SLA.
  • AMEX: Credit analyst for fraud investigation and account security.

Core Competencies

Cloud & Infrastructure

  • Oracle Cloud (OCI): HPC, GPU, Compute Governance
  • AWS, Azure, GCP multi-cloud
  • Python, Bash, REST APIs, OCI SDK

Atlassian Ecosystem

  • Jira Admin, JSM, Product Discovery, Assets
  • Confluence, Assist, Rovo AI training
  • Advanced automation, eazyBI, integrations

DevOps & Monitoring

  • Jenkins, PagerDuty, Git workflows
  • Grafana, Kibana, Splunk, Opsgenie
  • CI/CD pipelines, incident management

Automation & Integration

  • AI agents (GPT, Claude, Gemini, Copilot)
  • Zapier, Retool, Google Apps Script, Postman
  • Slack API, webhooks, custom dashboards

Frameworks & Platforms

  • ITIL, Agile, DevOps, KCS
  • Salesforce, SAP, VTEX, ServiceNow
  • JavaScript, React, GraphQL, SQL

Languages

  • Spanish: Native · LATAM enterprise delivery
  • English: Professional / Bilingual