Anthony Ruggeri

• Lead end-to-end support and enhancement delivery for eight internally developed SaaS platforms serving legal and ERP users across development, QA, UAT, and production. • Directly manage one onshore and two offshore team members; set priorities, assign work, coach staff, and coordinate support and enhancement delivery. • Triage incidents, defects, user questions, configuration requests, enhancements, and releases; coordinate resolution across support, developers, product stakeholders, vendors, and business owners. • Analyze recurring support issues, user feedback, and operational trends to recommend backlog priorities, corrective actions, roadmap changes, and platform improvements. • Designed and published a Microsoft Copilot Training Agent and Documentation Lookup Chatbot using curated user guides and SharePoint content for onboarding, self-service, and audit readiness. • Develop performance and usage dashboards; maintain process controls and documentation aligned with privacy, security, risk, governance, and operational requirements.

• Managed daily support and enhancement operations for custom ERP applications; monitored queues, set priorities, and coordinated analysts, developers, vendors, and business stakeholders. • Reduced response and resolution time by approximately 65% through structured triage, Kanban workflows, SLA measures, ServiceNow/Jira metrics, and clearer escalation paths. • Established defect, user-knowledge, service-quality, and satisfaction metrics; built dashboards and presented trends and improvement recommendations to stakeholders. • Led incident trend analysis, root-cause follow-up, defect prioritization, release readiness, testing, and long-term corrective actions for business-critical systems. • Authored user guides, quick-reference guides, support procedures, and training materials; supported replacement of a legacy timekeeping application from requirements through implementation.

• Supported Epic analytics and regulatory reporting through ad-hoc SQL analysis, dashboards, data definitions, governed workflows, and staff training. • Translated reporting requirements into repeatable data and documentation processes supporting accuracy, compliance, and consistent end-user adoption.

• Supported global legal and eDiscovery applications across incidents, upgrades, testing, internal controls, privacy-sensitive workflows, vendor coordination, Jira, and SQL. • Built an operational dashboard by defining KPIs, gathering data, incorporating stakeholder feedback, and improving visibility into application performance and support demand.

• Connected pharmaceutical stakeholders and technical teams across requirements, SQL analysis, data integration, testing, reporting, support, and UAT; helped deliver a new application early and under budget. • Supported implementation and validation of a drug-pricing data feed using data maps, dictionaries, business rules, and cross- functional testing.

• Supported Oracle-based POS, reporting, analytics, and application operations through testing, production triage, backlog documentation, and cross-functional issue resolution. • Facilitated daily standups and partnered with business and technical teams to reproduce issues, prioritize corrective work, validate fixes, and support stable releases.

• Configured and supported Epic workflows, master files, preferences, naming standards, and security classifications; answered technical questions and supported user adoption. • Reviewed releases, tested updates, prioritized enhancements, documented changes, and delivered end-user training in a regulated healthcare environment.

• Refined requirements, performed cost-benefit analysis, coordinated resources, and supported data-solution planning and issue resolution for internal and external requests.

Microsoft Certified: Azure AI Fundamentals (AI-900)

Microsoft

CompTIA Project+ ce

CompTIA

Certified ScrumMaster (CSM) & Certified Scrum Product Owner (CSPO)

Scrum Alliance