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Francesco Vellotti

@francescovellotti

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Support Engineer and Agile Project Manager leveraging SQL, Kibana, and Jira to cut MTTR and improve satisfaction.

Italy

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What I'm looking for

I’m looking for a role where I can resolve incidents fast, reduce MTTR, and continuously improve processes—using SQL/Kibana and Agile (Jira/Confluence). I want to collaborate closely with users and dev teams to deliver lasting solutions.

I’m a Support Engineer and Agile Project Manager with 5+ years of experience in incident resolution, process optimization, and cross-functional collaboration. I’m passionate about using data-driven insights (SQL, Kibana) and Agile methodologies to improve efficiency and user satisfaction.

At Outmatic (remote), I resolved ~30 tickets/week (L1–L2), prioritizing by SLA and business impact. I reduced ticket reopen rate by around 80%, built custom dashboards in Kibana, and used SQL/Excel queries to detect recurring patterns, noticeably cutting repeat issues. I standardized Jira workflows and Confluence runbooks, improving handover time and first-time resolution, and I brought recurrent bugs to a permanent solution with a recurrency rate to 0%, while also reducing MTTR by 30% through clear technical liaison between users and dev teams.

Previously, as a Functional Analyst, I gathered and translated business requirements into detailed functional specifications and Agile user stories, coordinated backlog management and acceptance criteria, and facilitated UAT and user documentation to accelerate onboarding. Earlier, during a government Re-Start project, I managed large volumes of data in digital systems with precision and consistency, strengthening my analytical skills and attention to detail.

Experience

Work history, roles, and key accomplishments

Current

Support Engineer

Current

Outmatic

Sep 2022 - Present (3 years 10 months)

YOOX NET-A-PORTER project
Resolved ~30 tickets/week (L1–L2), prioritizing by SLA and business impact
Reduced ticket reopen rate by around 80%; built custom dashboards in Kibana and leveraged SQL/Excel queries to detect recurring patterns, noticeably cutting repeat issues; standardized Jira workflows and Confluence runbooks, improving handover time and first-time resolution

Incident resolution MTTR Kibana Dashboards SQL Excel Backlog Management Technical Liaison

Functional Analyst

Ghost Unicorns

Jan 2022 - Sep 2022 (8 months)

Gathered and translated business requirements into detailed functional specifications and Agile user stories. Coordinated backlog management and acceptance criteria, facilitated UAT, and supported user documentation to accelerate onboarding while collaborating with stakeholders and Scrum teams.

Functional Specifications Backlog Management Acceptance Criteria User Acceptance Testing (UAT)User Documentation Requirements Analysis

Data Entry

Gepafin S.p.a.

Jul 2021 - Dec 2021 (5 months)

Performed data entry and management for the Re-Start government initiative supporting businesses affected by the COVID-19 pandemic. Entered data into digital systems with high accuracy and consistency, used Excel and dedicated databases to organize and verify large datasets, and maintained quality while meeting deadlines.

Data Entry Data Verification Data Quality Excel Databases

Customer Service Representative

AT&T

Jan 2021 - Mar 2021 (2 months)

Provided customer support in a fast-paced environment, handling inbound/outbound calls and resolving client inquiries
Developed strong communication and problem-solving skills in a high-pressure setting.

Customer Service Customer Support Customer Experience L1 support Telephone Telephony Troubleshooting

Education

Degrees, certifications, and relevant coursework

Centro Studi “Comunicare l’Impresa”

Master in Marketing, Communication & Made in Italy, Marketing, Communication & Made in Italy

2020 - 2021

Completed a Master in Marketing, Communication & Made in Italy at Centro Studi “Comunicare l’Impresa”. Program ran from July 2020 to May 2021.

University of Perugia

Master's Degree in Languages, Comparative Literatures and Intercultural Translation, Languages, Comparative Literatures & Intercultural Translation

2017 - 2020

Grade: 110/110 cum laude

Completed a Master’s degree in Languages, Comparative Literatures and Intercultural Translation at the University of Perugia. Graduated in February 2020 with 110/110 cum laude.