Franco Cesaro Email & Phone Number

Milano, Lombardia, Italia

I am in charge of interacting with customers to collect and analyze new requirements or start new projects. I deal with the transformation of requirements into epics and user stories and I follow the release in production of the features. I take care of checking the status of open defects in jira and taking action on those that are urgent or that I believe are particularly important for our customers.

FacilityLive decided to abandon the "monolith" architecture to adopt a "Microservices" archiecture solution and the Scrum methodology was introduced in the company. As a Product Owner I take care of the product... and my customers, following the entire implementation process with daily checks on the progress of activities.I am very familiar with docker containers, kubernetes, prometeus and continuous integration systems.Trought the product backlog I define, communicate and prioritize the product requirements using user stories.I plan sessions to deepen the requirements, I prepare the necessary material for the Sprint planning meeting and at the end of iterations I approve or reject what has been developed by the team scrum on the basis of the acceptance criteria that I previously shared in UAT document.

Vodafone TelcoFacilityLive provided Agatha with a front-end technology that helps call-centre agents at Vodafone reduce average phone-call duration, one of the main measures of call-centre performance.As a Business Analyst, I collected and refined the requirements, I presented the various solutions and followed the delivery of the products. I dealt with the continuous updates of the requirements and the subsequent production releases of the new features.

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Mediamarket GDOFor Mediamarket we have created a solution that would allow backoffice operators to manage and solve more effectively the problems of the Mediaworld stores. The system read and historicized the resolved tickets. When new reports arrived from the stores, the system intercepted if there were closed tickets with that problem and indicated in real time the best solution to apply to the back office operator. In this project I played the role of Business Analyst interfacing with the customer and with the back office operators, listening to their problems and designing the best possible experience with them. I then followed the implementation phase, the release in production and the subsequent requests for new features to be added to the solution

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UBS - BankingFor UBS, we have created a portal that allows client managers to have a 360-degree view of their activities, the progress of their investments and the deadlines to be met. From the first meeting with the client, I followed the entire phase of collecting and refining the requirement, creating and presenting the mockup and drafting the technical analysis for the team of developers. I followed the whole process of making the prototype that was delivered to the customer.

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Italian GovernamentIn 2017, FacilityLive was chosen by the G7 Italian Presidency to design the search experience for the G7 Italy website and the official “G7 Experience” Web App, that allowed delegates and journalists from all over the world to easily access information about the G7 events.As a Business Analyst, I collected and refined the requirements, I presented the various solutions and followed the delivery of the products. I dealt with the continuous updates of the requirements and the subsequent production releases of the new features.

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| Arriva Italia - TrasportationI Managed the rebuilding of the transport portal of the English company which had 10 subsidiaries in Italy in the area. The challenge was to simplify and innovate the sites of Italian companies by creating a single entrance portal that managed customer needs in an innovative way. From day one I followed the meetings with Arriva and their technical managers, I managed the entire project ensuring the planned deliveries. Finally, I followed the entire post delivery phase, managing the customer's change requests.

Pavia, Lombardy, Italy

Liberata (UK)Liberata is an English company that manages payments for a portion of fines and taxes. The database was very confused and disorganized and made up of a heterogeneity of data. I took care of creating a data warehouse with organized and reclaimed data, allowing an easy and fast management of customers who called the call centers.

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I dedicated myself to drafting the use cases and executing them to verify the state of the art of the nascent FacilityLive technology. As we proceeded with the drafting of the use cases, I began to actively contribute to the drafting of business requirements with our first customers.

I was involved in the implementation of new requirements relating to the world of IVR. My clients were the different Vodafone divisions while my counterpart was the developer teams of third party companies. Collection of requirements from stakeholders, estimates of impacts and analysis of the value of requests were my daily activities that I have learned to master.Among the projects I have followed, I can mention with great pleasure the release of the Vodafone Station product which included an integration between the answering machine and the IVR.

Together with the internal Sytel Reply team, I followed the migration of the mediation platform from Callgate to Eventlink.

I took care of following the manual tests on the Fastweb CRM platform.

I was part of a team of 12 people from the Sytel Reply company that carried out the acceptance tests of the canvasses in H3G. In this role, I supported H3G customers and verified compliance with the requirements written by the team of analysts to validate the release in production.Of this experience I bring with pleasant memory my participation in the release of the "Nello" project which consisted in the creation of a data warehouse to satisfy the cost control needs of the Budget & Controls division. As Quality Assurance my task was to verify that the displayed data corresponded to those actually present in the data marts, to verify the correct loading of the same from the datawharehouse.Finally I verified that the datawharehouse was correctly fed by the various ETL flows by comparing its content with that of the single data sources.

I enter the project for the formation of a software quality control team in which over the years I come to cover the role of CRM / OM manager. Activities carried out in addition to the manual test cycle also those of test automation through Selenium.Subsequently, I joined the Quality Assurance team on the CRM side and together with a team of 6 people we followed and quality assured the production releases of the features.