MARCO TULIO JIMÉNEZ LÓPEZ

● Acted as L2 support engineer, resolving escalated production incidents within SLA targets.
● Applied ITIL best practices in Service Management, Knowledge Management, and Incident Management.
● Managed Jira Server and Confluence, including migrations to Jira Cloud and upgrades to Confluence Data Center.
● Administered user licenses, configured modules, and developed custom workflows for Jira Cloud and Server.
● Supported enterprise web platforms such as Sitecore, ensuring SSL certificate compliance and timely patch deployment.
● Executed SQL (PL/SQL) queries for database troubleshooting and routine maintenance in Oracle and SQL Server.
● Developed and maintained UNIX shell scripts (bash, ksh) and Python scripts to automate operational tasks, saving over 15 hours per week.
● Read, debugged, and troubleshot Java and other OOP code to identify and resolve root causes of application failures.
● Analyzed system logs and conducted comprehensive Root Cause Analysis (RCA), reducing repeat incidents by 30% and downtime by 20%.
● Streamlined incident management by establishing escalation protocols and communicating resolutions to development teams and senior stakeholders during critical P1 incidents.
● Supported Business Continuity Planning (BCP) activities during planned and unplanned events, ensuring uninterrupted operations.

• ● Acted as L2 support engineer for Jira Cloud, managing escalated technical queries and incidents per SLA guidelines.
  ● Implemented ITIL-based incident, problem, and knowledge management processes, handling ticket triage, root cause documentation, and knowledge base maintenance.
  ● Developed and maintained Jira Cloud automations, custom workflows, permission schemes, notification schemes, and custom fields to streamline development and release processes.
  ● Performed advanced troubleshooting using HAR file captures, reverse engineering, and REST API calls across UAT, SIT, and production environments to diagnose and resolve complex issues.
  ● Designed and executed complex SQL (PL/SQL and T-SQL) queries for data extraction, transformation, and bulk updates in Oracle and SQL Server databases.
  ● Integrated SSO solutions (SAML-based authentication) and coordinated with AWS and identity management teams to secure access and streamline user provisioning.
  ● Monitored system health and performance via web consoles and third-party monitoring tools, analyzing logs and applying SQL patching and API-based fixes to address data inconsistencies.
  ● Conducted Root Cause Analysis (RCA) sessions, identified trends, and implemented preventive measures, reducing repeat incidents by 25%.
  ● Collaborated with application development teams and senior stakeholders to communicate technical insights and recommendations, fostering best practices and platform adoption.
  ● Authored knowledge base articles and conducted training sessions for end users, improving self-service capabilities and reducing ticket volume by 15%.

• Delivered support for production incidents, resolving issues for major telecom clients.
• Optimized database operations through SQL scripting and improved performance in critical infrastructure.
• Designed workflows for SIT, UAT, and production to streamline troubleshooting and deployment processes.

• Monitored production systems in real time and ensured SLA compliance.
• Validated reports and implemented SQL fixes for operational continuity.
• Diagnosed and resolved service interruptions through detailed root-cause analysis.

• Supported critical LATAM banking applications, ensuring 24/7 system availability.
• Designed ETL processes for enhanced data management and reporting.
• Managed change approvals and deployments across SIT, UAT, and production environments.