Francesco Santeramo

Experience

Work experience, skills and knowledge

Work Experience

Publiacqua S.p.A.

Manager of Online Services and Contact Centre

May 2017 – Present

Promotion of digital transformation of business processes and customer contact channels, by proactively participating in the development and continuous improvement of Web, Mobile, Chatbot and Social channels, in order to achieve a customer experience that is always more personalised and conducive to the omnichannel customer service.

Direction as Project Manager of software development projects designed to release personalized services for a defined target market.

Management of Contact Centre outsourcing contract: from monitoring performance and service level delivered to customers, in order to ensure the respect of the quality standards defined by the company and national authorities, to defining of back office activity plan with associated priorities and deadlines.

Publiacqua S.p.A.

IT Business Analyst

September 2015 – April 2017

— Project Management —

Direction as IT Project Manager of projects regarding digital transformation, Big Data analysis, Data Centre infrastructure upgrade and migration of SAP environments.

Main activities and responsibilities:

• business requirements assessment, analysis of possible solutions, vendor scouting and evaluation;

• definition of project objectives and identification of the main tasks to achieve them, Work Breakdown Structure (WBS) designing, selection of the internal team that will support the vendor in the project, Organizational Breakdown Structure (OBS) designing, Responsibility Assignment Matrix definition, Project Network and Gantt Chart planning;

• tracking and monitoring of project schedule, work coordination between different organizational units and project teams in order to ensure deliverable deadlines are met;

• planning and direction of project meetings (kick-off, project status report and tech meetings);

• project risk assessment and definition of the appropriate risk management strategies;

• drafting of reports and presentations to support the project evaluation, with particular focus on the completion percentage of project work packages and related deliverables, together with the list of open points and critical issues and the planned actions to manage them.

— Program Management —

Progress monitoring of the IT programs and regular reporting to the CIO, with particular focus on the timelines of the related projects and any potential critical issues to manage promptly.

Freelance

Web Project Manager

September 2010 – December 2014

Web project management, customer portfolio management, project monitoring and reporting, web application design and development.

Management of web projects, both of my customer portfolio and of local IT agencies: from management of interviews with the customer and drafting of application requirements, design and development of the web application, until final tests and online publication.

Ability to understand the customer’s needs and to develop an application that in the design and functionality represents what the client had in mind, while respecting at the same time the budget and the project deadline.

Dynamic web application development (institutional sites, portals, e-commerce, online booking) using PHP, VBScript (for ASP pages), JavaScript, JQuery and MySQL database support.

Freelance

Web Developer

August 2008 – August 2010

Dynamic web application development using PHP, JavaScript, SQL (on MySQL database) and CSS.

Main Skills

Project Management

Program Management

Business Analysis

Business Process Management

Data Analysis

Digital Transformation

Customer Experience

Customer Engagement

Technical Knowledge

Business Process Modeling Techniques:

Control Flow Patterns, Petri Nets, Process Chains
Workflow Nets, YAWL, BPMN, BPEL
Net properties and analysis techniques

Business Process Modeling Software:

BizAgi Process Modeler
WoPeD (Workflow Petri Net Designer)

Process Mining Techniques:

Discovery, Conformance Checking and Enhancement
Event log structure, management and processing
Knowledge of the XES standard for event log definition

Process Mining Software:

ProM (Process Mining Workbench)
ELM (Event Log Manager)

Business Intelligence Techniques:

ETL (Extract, Transform, Load)
Data Warehousing
OLAP (Online Analytical Processing)
Reporting and Dashboarding

Business Intelligence Software:

Microsoft SQL SSIS (Server Integration Services)
Microsoft SQL SSAS (Server Analysis Services)
Microsoft SQL SSRS (Server Reporting Services)
Microsoft Excel Pivot Tables

SAP Software:

SAP CRM (Customer Relationship Management)
SAP BW (Business Warehouse)

Microsoft Office Suite:

Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Microsoft Project
Microsoft Visio

Database Management Systems (DBMS):

Microsoft SQL Server 2012
Oracle MySQL
Microsoft Access

Query Languages:

SQL
Analytical SQL
MDX (MultiDimensional eXpressions)

Programming Languages:

Java

Web Languages:

PHP
HTML
CSS

Markup Languages:

XML
LaTeX
XES (eXtensible Event Stream)

Content Management Systems (CMS):

WordPress

Economics and Management Knowledge

Economics and Business Management

Planning and Management Control

Business Organization

Political Economics

Business Economics

Cost Management

Logistics Systems Design

Operational Research

Qualifications

Education, certifications, training courses and activities

Education

Qualification:

Master’s degree in Business Informatics (two-year program)

Issued by:

University of Pisa, Department of Informatics, Italy

Date:

24 July 2015

Master’s thesis title:

Design and development of a system for the management of event logs

Qualification:

Master in Unconventional Marketing and Social Media

Issued by:

Europa Cube Innovation Business School, Bologna, Italy

Date:

11 July 2012

Qualification:

ELC Boston Certificate of Completion: Suffolk Semi-Intensive English Program

Issued by:

ELC Boston, Massachusetts, United States

Date:

1 August 2008

Level:

Qualification:

Bachelor’s degree in Computer Science

Issued by:

University of Florence, Department of Informatics, Italy

Date:

24 October 2008

Bachelor’s thesis title:

Development of a CMS based on Ruby, Rails and Radiant

Qualification:

Classical High School Diploma

Issued by:

Luca Signorelli Classical High School, Cortona (AR), Italy

Date:

15 July 2003

Certifications

Qualification:

ITIL Foundation Certification

Issued by:

APMG International

Date:

19 October 2015

Qualification:

COBIT 5 Foundation Certification

Issued by:

APMG International

Date:

29 September 2015

Qualification:

PET Certificate

Issued by:

University of Cambridge, United Kingdom

Date:

30 April 2003

Level:

ESOL B1

Qualification:

ECDL – European Computer Driving License

Issued by:

AICA, Milan, Italy

Date:

19 December 2002

Qualification:

Trinity Certificate Grade 6 with Merit

Issued by:

Trinity College, London, United Kingdom

Date:

May 2002

Level:

ESOL A2

Training Courses

Course title:

IT Change Management

Organised by:

Publiacqua S.p.A.

Duration and Period:

16 hours – September 2016

Course title:

Google Cloud Platform CPB100 – Big Data & Machine Learning Fundamentals

Organised by:

Noovle S.r.l.

Duration and Period:

8 hours – July 2016

Course title:

Project Management

Organised by:

Publiacqua S.p.A.

Duration and Period:

16 hours – April 2016

Course title:

Communication and Conflict Management

Organised by:

Publiacqua S.p.A.

Duration and Period:

16 hours – February 2016

Course title:

ITIL Foundation

Organised by:

Publiacqua S.p.A.

Duration and Period:

24 hours – October 2015

Course title:

COBIT 5 Foundation

Organised by:

Publiacqua S.p.A.

Duration and Period:

24 hours – September 2015

Course title:

Innovation Camp 2014 – EEC Project (European Entrepreneurs Campus)

Organised by:

University of Pisa, Italy

Duration and Period:

8 hours – May 2014

Activities

Karate

4° Dan Black Belt, Karate Trainer qualification

1997 – Present

Member of the sport society OAM Karate Cortona.

Historical Re-enactments

Medieval Flag Thrower

1998 – Present

Member of the Flag Thrower Historical Group, city of Cortona. In the position of Head and Manager of the Flag Throwers from 2007 to 2011.

Airsoft

Executive Secretary and Player, specialized in Land Navigation

2009 – Present

Co-founder of the sport society Cortona Marines Commando S.A.T., created in 2010. The team also takes part in many military re-enactments and organizes photo shoots.

Other Activities

Hiking / Mountaineering

Mountain hiking and Vie Ferrate. Member of the Italian Alpine Club (CAI), Arezzo division.

Projects

Software development personal projects

Event Log Manager

Business processes are in today’s world a key component, guiding services and functions of companies and organizations around the world. While most of the current information systems already have functions to perform such processes and record their executions using event logs, much more needs to be done with regard to the monitoring and analysis of these executions. In this context we find the discipline of Process Mining, capable through the use of innovative process analysis and monitoring techniques to become a fundamental element in this research area.

The Event Log Manager software is part of this area of analysis and has been developed with the goal of being an application able to create, manage and analyse event logs, also for educational purposes, using as main technology XES, from 2010 the official Process Mining XML standard for storing event logs. Many of the features that have been designed for this new software are not present in other programs available online for the management and analysis of event logs: Event Log Manager has been designed to integrate itself with these applications, providing additional functions for management and analysis.

“ Design and development of a system for the management of event logs (Italian) ”

Event Log Manager 1.0

[IT] Software Java per la gestione, creazione e analisi di log di eventi, registrati utilizzando lo standard XES.
L’applicazione è rilasciata sotto licenza GNU General Public License (GPLv3).
La versione 1.0 è stata sviluppata come progetto di tesi per la Laurea Magistrale in Business Informatics dell’Università di Pisa.

[EN] Java software for the management and generation of event logs and process analysis based on the XES standard.
The software is released under GNU General Public License (GPLv3).
The version 1.0 has been developed as thesis project for the Master’s degree in Business Informatics at the University of Pisa.

Download957 Downloads

Event Log Manager 1.0 – Java Sources

[IT] Sorgenti Java, librerie utilizzate, documentazione e risorse del progetto Event Log Manager.
I sorgenti sono rilasciati sotto licenza GNU General Public License (GPLv3).
La versione 1.0 è stata sviluppata come progetto di tesi per la Laurea Magistrale in Business Informatics dell’Università di Pisa.

[EN] Event Log Manager Java sources, project libraries, documentation and resources.
The sources are released under GNU General Public License (GPLv3).
The version 1.0 has been developed as thesis project for the Master’s degree in Business Informatics at the University of Pisa.

Download912 Downloads

Manage

Create new event logs and modify existing ones, using a powerful text editor with many features for managing documents and with functions like the automatic completion of the XES syntax and the insertion of XES code snippets for a quick creation of a new log.

Generate

Generate a new event log using an integrated expression language able to define event sequences related to a process execution. Otherwise, use a simple syntax in CSV format to define sequences of activities and then turn them into traces of an event log in XES format.

Analyse

Validate an event log against the XES standard, analyse its traces and produce a complete and detailed analysis report, where a footprint matrix shows the causal dependencies between the log activities. Modify the analysis parameters using an intuitive and powerful filter system.

Export

Export analysis reports in HTML, PDF, LaTeX, and PNG. Export event logs recorded in XES format to text files in CSV format. Import a CSV document containing the definition of event sequences and automatically generate the corresponding event log in XES format.

Features

Open and manage XES event logs

Open XES files containing event log traces registered using the XES standard, CSV files containing the definition of event sequences and TXT files containing generic text notes.

Analyse dependencies among events

Analyse an event log and highlight the causal dependencies among its events using a footprint matrix. Define the analysis parameters to generate knowledge from the study of the log.

Write a log using the auto-completion

Use the CTRL+SPACE command to invoke the automatic completion either of the XES syntax or of a template keyword to quickly write a new log or modify an existing one.

Create logs using XES templates

Write a keyword referring to a specific XES template and use the SHIFT+CTRL+SPACE command to insert the code snippet associated to the typed template keyword.

Generate XES logs from CSV documents

Define event sequences that represent log traces using CSV format, then transform the CSV document in an event log codified using the XES standard.

Define a set of possible event sequences

Use an integrated expression language to generate a set of possible event sequences and then create as a final result the corresponding log in XES format.

Validate a log against the XES standard

Validate an event log against the most recent definition of the XES standard, highlighting syntax or semantic errors within the document to allow an easy fix.

Export analysis reports to external files

Export the result of an event log analysis in PDF, HTML, LaTeX, and PNG. You can also export XES event logs to CSV format and import CSV files generating the corresponding XES logs.

Keep updated the analysis system

Keep updated the definition of the XES standard, indicating which version to use and where this can be retrieved. Modify the system settings and interface configuration.

Project Manager | Business Analyst

Business Informatics Graduate

Profile