Tommaso F.

Incident Manager & Technical Support Specialist | Healthcare & Laboratory IT (LIS / SaMD) I take ownership when mission-critical systems go down and get them back up fast — critical outages resolved up to 75% faster than standard benchmarks, with a 100% Job Success score across 8,900+ hours on Upwork. What I do: ▪ End-to-end incident management: triage, major-incident bridge calls (DBA, SE, FSE), resolution and root cause analysis (RCA) ▪ Hands-on UNIX/AIX troubleshooting: system logs, interface mapping, command line ▪ Clear status updates to both engineers and client leadership, in plain language ▪ ITIL / ISO 20000-aligned processes, CAPA follow-ups and service recovery to stop repeat incidents Results: ▪ Up to 75% faster resolution of critical outages ▪ 100% resolution success rate on escalated technical issues ▪ 70% faster response times and a 60% increase in customer satisfaction ▪ 10+ active incidents managed per day across multiple enterprise healthcare clients Tools: UNIX/AIX · Jira · Zendesk · Intercom · HubSpot · DNS/domain & SaaS troubleshooting Upwork: 100% Job Success · Top Rated Plus · 8,900+ hours · $100K+ earned · Fluent English/Italian Tell me what's breaking: message me with the system, the symptoms and the urgency, and I'll tell you how I'd approach it.