Customer Service Manager

Sean Gramuglia Email: ********@*****.***

Phone: (330) 606 - 7544

Objective: To earn a position as a Technical Product Manager at a cutting edge company that promotes both individual and

collective growth.

Summary:

• 5 years of business analysis

• 5 years of manual quality assurance testing

• 2 years of testing automation

• 5 years of project coordination and planning

• 5 years of leveraging Agile Methodologies

• 10 years of digital and graphic design

Skills Profile:

Business Analysis: Documenting system requirements, allocating resources, project planning (Microsoft Project), managing Agile development cycles, communicating system dependencies (Microsoft Visio), implementing business rules,

Quality Analysis: HP Quality Center, Microsoft SQL Server Management Studio, Specflow (automated testing framework), SoapUI, Postman Design: Photoshop, Illustrator, InDesign, Flash, AfterEffects Development: WordPress, HTML, CSS, ActionScript, XHTML, Dreamweaver, C#, XML, MySQL

Creative: Photography, display design, audio recording, fine art Education: Bachelor of Science in Design

University of Cincinnati (September 2004 - June 2009) Professional Experience:

July 2017 – Present: Business Analyst

Verizon Telematics (Solon, OH)

Responsibilities:

• Working in a Lean / Agile environment with international Product and Research and Development teams in order to deliver logistic tracking solutions for third-party integrations.

• Creating user stories, maintaining internal documentation, and leading refinement sessions in order to deliver the necessary 2

requirements for developing and implementing GPS solutions.

• Documenting end-user instructions for implementing API methods that allow commercial fleet owners to track and manage vehicle information in a real-time manner.

• Coordinating client service activations and migrations.

• Using SoapUI to verify SOAP and REST API methods when maintaining consistency between existing documentation and in-flight development.

Achievements:

• Worked with an international team to overhaul and maintain an integration management portal that provides RAML and end- user documentation for implementing our Telematics API suite.

• Collaborated with both hardware and software engineers and analysts in order to create the foundational requirements for monitoring fleet tracking devices through the Telematics Customer Service portal.

July 2015 – July 2017: Business Systems Analyst

AmTrust Financial Services (Cleveland, OH)

Responsibilities:

• Serving as the lead business and testing analyst for a priority external payment system.

• Maintaining and improving the main front-end portal for managing payments and policyholder information.

• Coordinating front-end systems with backend functionality.

• Communicating and documenting business requests for design and development teams.

• Managing and organizing intake requests into development build cycles.

• Querying and organizing test data using MySQL and Microsoft Office.

• Verifying test cases manually and coordinating with automated testing efforts prior to production releases.

• Ensuring system enhancements are coordinated effectively into production.

Achievements:

• Implemented an automated premium auditing system that involved routing electronic audit files and premium invoices to specific locations based upon specific business logic.

• Vetted out an innovative prioritization process with our system’s high-level stakeholders.

3

• Transitioned the insured/policyholder front-end team from waterfall to Agile.

June 2015: Software Quality Analyst

Enosix (Cincinnati, OH)

Responsibilities:

• Responsible for all quality testing and analysis of software.

• Automating testing efforts using Specflow, Cucumber, Visual Studio, and C#.

• Providing customer support and troubleshooting needs to current clients.

• Managing testing strategies for client API integration with SAP. April 2013 – May 2015: Software Quality Analyst

CareSource (Dayton, OH)

Responsibilities:

• Responsible for testing, coordinating communications, and assisting in technical support for iOS mobile applications.

• Responsible for testing web applications (alerts, enhancements, bug fixes, claim appeals, and file submissions.)

• Automating regression testing using Specflow, Cucumber, Visual Studio, and C#.

• Developing service applications using C# and Visual Studio.

• Designing icons for web and mobile applications using Photoshop and Illustrator.

• Managing web content using WordPress.

Achievements:

• Coordinating testing for the second phase of the Mobile Care Management application from near beginning to its final stages.

• Initiated and developed an automated framework for regression testing one of our major web applications.

March 2011- November 2012: Digital Designer

Private Health News (Cincinnati, OH)

Responsibilities:

• Designing website mockups using Photoshop and Illustrator.

• Quality testing client sites before monthly publications.

• Coordinating with the company’s programmer, which involves a fundamental knowledge of CSS and HTML.

• Creating mailers and marketing pieces using InDesign. 4

• Printing in-house and with third parties.

• Editing content using Flash, ActionScript, and QuickTime Pro. Achievements:

• Played a key role in launching our most recent product. This involvement required thorough knowledge of branding, website design, and coordinating with designers in multiple time zones.

Freelance Highlights:

December 2012 – March 2013: Content Manager

Whitewater Christian Church (Cleves, OH)

Responsibilities:

• Managing content for this church’s website using WordPress.

• Editing content using HTML and CSS.

• Creating graphics using Photoshop.

October 2010 – January 2015: Digital Designer

Pregnancy Center (Lawrenceburg, IN)

Responsibilities:

• Hosting and designing this center’s website, logos, and brochures using HTML, CSS, Illustrator.

• Running A/V equipment during their annual banquets.

• Photographing and video recording events.

Featured Co-ops:

January 2009 - March 2009: Digital Designer

Transmissions LLC (Cincinnati, OH)

Responsibilities:

• Updated web pages for various clients using HTML, XHTML, and CSS.

• Designed graphics for presentations and product demos using a combination of Illustrator and patented software.

June 2007 - May 2008: Digital Designer

University of Cincinnati: College

of

Design

(Cincinnati, OH) Responsibilities:

• Created interactive maps for room reservations using a 5

combination of Photography, HTML, and Dreamweaver.

• Quality tested the college’s main website during its redesign.

• Made presentations for college events using AfterEffects.

• Designed layouts and backgrounds for informational displays using Photoshop and Illustrator.

Activities:

April 2014 – May 2015: Heartbeat Toastmasters

(Dayton, OH)

I participated in the CareSource chapter of Toastmasters International, which is a club structured for building public speaking and leadership skills. Currently, I hold the Sergeant at Arms position, which means I am in charge of setting up our weekly meetings.

September 2011 - January 2013: Whitewater Christian Church

(Cleves, OH)

My wife and I volunteered to teach Sunday school for the fifth and sixth grade class.

April 2005 - June 2007: Leaders for Environmental Awareness and Protection (Cincinnati, OH)

My involvement varied from participating in campus clean-up projects to coding the organization’s original website.

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