Idorsia Pharmaceuticals Ltd – Senior IT Support Engineer (02/2023–Present)

• Resolved 95%+ of complex end‑user technical issues within SLA in a regulated pharmaceutical environment, maintaining high customer satisfaction.

• Reduced average ticket resolution time by ~30% through proactive ITIL/ITSM maintenance protocols and knowledge base improvements.

• Cut software rollout deployment time by ~20% through cross‑functional collaboration with security, network and business teams.

CAREL – ICT Senior Operations Engineer (04/2021–02/2023)

• Executed global ITIL/ITSM processes across 1,200 users, reducing incident resolution time by ~25% and improving CSAT scores by ~15%.

• Led ServiceNow implementation and CMDB/ITOM deployment, improving asset visibility across 1,000+ tracked assets.

• Designed service management initiatives that cut recurring incidents by ~20% and aligned IT operations with manufacturing quality standards.

Telenia Software srl – ICT Senior Engineer (07/2019–04/2021)

• Delivered 10+ complex technical projects spanning software, infrastructure and telecommunications environments.

• Mentored junior engineers on DevOps practices and Linux administration, accelerating onboarding by ~30%.

• Managed VMware ESX environments supporting 50+ virtual machines; developed scripts in Python and JavaScript to support DevOps workflows and automation.

State Street – IT Security Administrator Engineer (02/2019–07/2019)

• Provided IT security support across 50+ platforms in a global financial environment.

• Applied cybersecurity controls protecting sensitive data for a workforce of ~1,000 employees, supporting regulatory compliance.

• Used Splunk and IBM analytics tools to flag ~15–20 unusual patterns per month for fraud investigation, and automated tasks with PowerShell, reducing manual work by ~25%.

Apple / ZeniMax Online Studios (2015–2019)

• Managed global datasets for enterprise mapping applications used across 50 international markets, improving data quality and reporting accuracy (Apple).

• Led a support team of 30 agents handling ~1,000 tickets per month; reduced escalations by ~20% and improved first‑contact resolution using ServiceNow‑based workflow redesign (ZeniMax).

IT Service Management & Processes
ITIL v4, Incident / Change / Problem Management, Request Management, SLA Management, Knowledge Management, CMDB, ITAM, Continuous Service Improvement.

IT Operations & Infrastructure
Enterprise IT Support, End‑User Services, Windows 365, Microsoft 365, Teams, SharePoint, Remote Support, System Administration, Device Lifecycle Management.

Identity, Security & Compliance
OKTA, Active Directory, Security Incident Response, Splunk, IBM Analytics, Compliance‑oriented operations, cybersecurity‑aware IT practices.

Cloud, Automation & AI / Data Quality
Azure, AWS, VMware ESX, Linux administration, PowerShell, Python, JavaScript, GitHub, MySQL, infrastructure automation and scripting, AI data training and output evaluation.

I maintain an up‑to‑date Google Drive folder with references, recommendation letters, and full certification documents (including ITIL, ServiceNow CSA, CISA and other credentials). You can access them from the below links:

• Click here for References

• Click here for Certifications

Certifications:

• ITIL Foundation V4 (AXELOS)

• ServiceNow Certified System Administrator

• CISA – Certified Information Systems Auditor (ISACA)

• Ignition 8.1 Core

• Lean White Belt

• Lean Yellow Belt

• Six Sigma White Belt

Languages: 

• Italian – Native

• English – Native‑level fluency

• German – A2 working fluency

• Spanish – A2 working fluency