Francesco Santeramo

Project Manager | Business Analyst

Business Informatics Graduate


Professional and personal profile

Francesco Santeramo

Proactive and self-motivated IT Business Analyst, ITIL and COBIT 5 certified and with a Master’s Degree in Business Informatics, able to fully understand corporate objectives and successfully manage projects concerning digital innovation and products continuous improvement.

Main professional skills:

  • • Business Analysis
  • • Business Process Management
  • • Project Management
  • • Digital Transformation

Main personal skills:

  • • excellent planning and organizational skills;
  • • remarkable leadership and relational capabilities;
  • • strong verbal and written communication abilities;
  • • talent for analysis and problem-solving.

“I am an outgoing and optimistic person, ambitious and determined. I enjoy being in groups, sharing experiences with other people and working together to achieve the same goal. I have a passion for sports, nature, technology and traveling and I love to learn new things and get in touch with new cultures.”


Work experience, skills and knowledge

Work Experience

Publiacqua S.p.A.

Service Manager: 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.



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.



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

Digital Transformation

Customer Experience

Data Analysis

Customer Relationship Management

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


Education, certifications, training courses and activities



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

Issued by:

University of Pisa, Department of Informatics, Italy


24 July 2015

Master’s thesis title:

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



Master in Unconventional Marketing and Social Media

Issued by:

Europa Cube Innovation Business School, Bologna, Italy


11 July 2012



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

Issued by:

ELC Boston, Massachusetts, United States


1 August 2008





Bachelor’s degree in Computer Science

Issued by:

University of Florence, Department of Informatics, Italy


24 October 2008

Bachelor’s thesis title:

Development of a CMS based on Ruby, Rails and Radiant



Classical High School Diploma

Issued by:

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


15 July 2003



ITIL Foundation Certification

Issued by:

APMG International


19 October 2015



COBIT 5 Foundation Certification

Issued by:

APMG International


29 September 2015



PET Certificate

Issued by:

University of Cambridge, United Kingdom


30 April 2003





ECDL – European Computer Driving License

Issued by:

AICA, Milan, Italy


19 December 2002



Trinity Certificate Grade 6 with Merit

Issued by:

Trinity College, London, United Kingdom


May 2002



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



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.



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.



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.

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.

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.


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 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.


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 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.




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