Gianluca Serinelli Email & Phone Number

Gioia Del Colle, It

o Scope managemento Release managemento Defining technical and functional documentation about functionalities and customizationagreed with the customers. This is shared with the customers, to get their acceptance beforeimplementation phase starting. This is also the starting point for writing User Stories forDevelopment Teamo Mapping data for migrating customers DB to onboard in Suit Nexto New customers Go Live, including training phase, configuration of the application.o Point of contact with customers onboarded for support them to keep alive the usage of SuiteNext or to understand their needs which can be translated in CR to analyse and schedule.

Gioia Del Colle, Puglia, Italia

Administrative responsible of the whole software development life cycle with covering the following aspects: o Scrum framework application o Scope management o Release management o Resources assignment o Reports for Budget and Capacity Control o Third Level Support management o Bug-fixing

Bitritto

Responsible of the Kleos Global Customer Support and Services such as: o Level 2 and Level 3 Support Tickets Management o Bugfixing prioritization in collaboration with Development Team. o Customer Care of selected customers that require special attention, in collaboration with Countries where Kleos is distributed. o Monitor, report and ensure EndtoEnd Support KPI and SLA in all Service Centers o Performance improvements requests to Development Team o Outage Management in cooperation with Infrastructure Team o Kleos new releases rollout o Kleos Service Requests Responsible of Centre of Excellence of MigrationsResponsible of the whole process of data migration to convert customer DB from a competitor source to Kleos and coordinator of the all Kleos migration teams in Europe.

Centro Direzionale Fondo Cloe - Bitritto (Ba)

Responsible of the Third Level Support Team for Kleos.Kleos is a multi-countries legacy product. It’s distributed by Wolters Kluwer in Belgium, France, Netherlands, Sweden, Spain, Italy, Poland, Czech Republic, Germany and India.Manager of a team composed by Technical Support Engineers, who work to support customers in case of incidents.Moreover the team works to identify the causes of the incidents in order to define the scenario which has produced the issues (Problem management) and report them to the development team, defining the correct priority based on the impact on the market, in order to include the resolution in a specific release or patch of the product. We manage all support requests according to the ITIL methodology.I'm also the responsible of the whole process of data migration to convert customer DB from a competitor source to Kleos and coordinator of the all Kleos migration teams in Europe.

Gioia Del Colle

Technical Support Engineer for E.L.S.A. (European Legal Software Application)I worked for 7 years as on the Third Level Support team of the project ELSA. The team manages all requests from the First and Second Level Support Teams of each Country (Belgium, France, Netherlands, Sweden, Spain, Italy, Poland, Germany and Czech Republic) where the products of ELSA (Kleos and ITER) are distributed by Wolters Kluwer. The requests to manage are Incidents and Service Requests according to the ITIL methodology.

Gioia Del Colle

Database Administrator for ELSA project. DB versioning with using Microsoft SQL Server 2008-2012 and Visual Studio 2010 Database Edition.

Roma, Italia

Business and Technical Analyst, Customer Service, PL-SQL programmer.

Laurea, Ingegneria Informatica

Tesi in Processi di Produzione Robotizzati dal titolo "Analisi di un processo sanitario mediante simulazione ad eventi discreti"

Diploma Di Scuola Media Superiore