PROFESSIONAL RESUME · 2026

Marlon HenriqueSerpa

L3 Support Analyst · Systems Support, Integrations & Applied AI

I work on supporting critical systems, root cause investigation, and bridging operations with engineering. I apply log analysis, PostgreSQL/SQL, APIs, and AI tools to assist diagnostics, documentation, and process improvements.

LOCATIONVila Velha · ES · Brazil

PHONE(27) 99227-7217 EMAILmarlonhenrique.ms@hotmail.com PORTFOLIOmarlonhms.com LINKEDINlinkedin.com/in/marlonhms

Professional Profile

IT Professional with a career starting in 2011 and experience across technical support, infrastructure, ERP/POS systems, databases, and application support. Currently serving as L3 technical focal point, connecting support operations with engineering, investigating root causes, and helping transform recurring issues into documented improvements.

Fit for Automation & AI

My strongest foundation is systems support: understanding processes, reproducing failures, analyzing data and logs, documenting root causes, and tracking resolutions. I have been expanding this scope with APIs, dashboards, and AI-assisted development, always with human code review and careful attention to production impact.

Work Approach

I organize requests, gather evidence, test hypotheses, and document diagnostics in Jira. I use SQL/PostgreSQL, logs, APIs, and AI tools for technical support; in personal projects, I practice Python and Git for automation and versioning.

AI accelerates; it does not decide. Every output requires validation, testing, documentation, and careful handling of sensitive data.

Education

Information Systems, UFES (2018) - Paused

High School, EEEM Ormanda Gonçalves

Analysis, Systems Support & Continuous Improvement

Transferable experience to maintain, diagnose, and evolve internal solutions.

My experience combines operational support with technical investigation. I handle user and system issues, gather evidence, query logs and databases, document diagnostics, and bridge the gap with engineering when fixes require product changes.

This foundation directly aligns with supporting automations and integrations: troubleshooting, PostgreSQL/SQL, APIs, Jira documentation, ERP systems, and technical team support. Python, Git, and AI assistance serve as practical competencies in active development, supported by personal projects showcased in my portfolio.

Professional Experience

Career trajectory connecting software support, data, infrastructure, and technical mentorship.

Mid-Level Support Analyst (L3) · Technical Focal Point

Jan/2024 to Present

Quality Automação · Vila Velha/ES

Technical focal point for the Webposto ecosystem, operating between N1/N2 levels and software engineering. Root cause investigation using log analysis and PostgreSQL queries, bug backlog management in Jira, technical documentation, priority setting, and team enablement. Development of KPI dashboards integrated via API to monitor support performance and anticipate bottlenecks.

Technical & Systems Support Analyst

Jan/2021 to Mar/2023

Pharma Gestão · Vila Velha/ES

Systems support and nationwide ERP/POS deployment, providing N1/N2 support to internal and external users. User and group administration in Active Directory / Windows Server, SLA monitoring, VPN configuration, and requirements gathering for system implementations.

IT Technician

Jan/2019 to Aug/2019

Hsibrasil Soluções Corporativas em TI · Vila Velha/ES

Structured cabling, electronic security, user support, hardware maintenance, and network infrastructure configuration.

IT Technician & GIS Automation

Jun/2016 to Mar/2017

NIPSA · Vitória/ES

Generation of maps and inspection data for CESAN water meters via Corporate GIS, scheduling inspector field routines, and field technical support.

IT & Infrastructure Intern

Jan/2013 to Dec/2013

Tribunal de Justiça do Espírito Santo (TJES)

Technical support and corporate infrastructure preparation in the public/legal sector, assisting internal users.

Quality Control Intern

Jan/2011 to Jan/2012

Prodest (ICT Institute of ES)

Technical support for systems quality control and IT infrastructure.

Skills & Competencies

Automation & AI-Assisted Development
Python & Git for Personal Projects
REST APIs · Dashboards · Integrations
PostgreSQL · SQL · Data Analysis
L3 Systems Support · Troubleshooting
Linux · Windows Server · Veeam Backup
Jira ITSM · Incident Management · Requirements
ERP Systems · Administrative Routines
Zabbix · System Monitoring · Log Analysis
Mentorship & Technical User Support