Tommaso Famoso

I am an Incident Manager and Technical Support Specialist with 5+ years in SaaS and Healthcare IT, focused on reducing resolution times and improving client satisfaction. I combine hands-on UNIX/AIX troubleshooting with strong cross-functional coordination to manage critical incidents end-to-end.

At SCC SoftComputer I owned incident response for hospitals and labs, resolving outages up to 75% faster than benchmarks and leading multidisciplinary bridge calls. I act as a trusted point of contact during emergencies, delivering timely updates and driving service recovery.

Previously I delivered high-volume, high-quality customer support across multiple SaaS platforms, managing 80–90+ tickets or chats daily, contributing to measurable improvements in response time, retention, and user satisfaction. I also collaborated closely with product and engineering teams to convert user insights into product enhancements.

I hold certifications including Google Project Management and a Certified Support Professional credential, and I continuously improve team performance through RCA reviews, ITIL/ISO 20000 best practices, and internal training. I bring a client-focused mindset, technical depth, and a proven track record of turning incidents into opportunities for stronger client relationships.