Brian Giglio
Manager, Business Integration at Optimum- Claim this Profile
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Bio
Credentials
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Certified Scrum Product Owner® (CSPO®)
Scrum AllianceJun, 2022- Sep, 2024
Experience
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Optimum
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Greece
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IT Services and IT Consulting
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1 - 100 Employee
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Manager, Business Integration
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Jun 2016 - Present
• Leads a team of five professionals to perform End-to-End validation and User Acceptance Testing (UAT) for new products (B2C/B2B) across two states, ensuring a seamless testing process and timely delivery of high-quality products.• Effectively manages 15+ UAT and Beta projects concurrently, while orchestrating employee beta testing initiatives for new broadband devices across eight states, tracking feedback and testing results of over 700 active users. Results in thorough product testing, meticulous defect resolution, successful launch, and a robust testing environment.• Manages a comprehensive departmental resource matrix for all 50+ active projects, enabling effective resource allocation and streamlined project management.• Champions new product kick-off meetings for employee beta programs, driving excitement and engagement in new products.• Spearheaded the development of a beta testing system as product owner, streamlining the employee beta initiative tracking, onboarding, bug reporting, and KPI reporting processes, resulting in improved efficiency and quality of beta testing.• Successfully launched multiple video, broadband, and voice products across 100+ markets by leading full market readiness testing, increasing market readiness and customer satisfaction.• Created impactful stakeholder presentations to drive cross-functional alignment and communication, including a comprehensive KPI tracking system that provides feedback and data analysis to the Product Development teams.• Provides effective leadership to the development and project management teams, implementing strategies that improve team alignment and efficiency and resulting in successful project delivery through Agile Methodologies.• Traveled extensively across 12+ states to train local management teams on new product lineups.• Actively partners with cross-functional teams, including Product Management, Development, Engineering, and Operations, to ensure top-quality deployment. Show less
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Product Certification Manager
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Jul 2015 - Jun 2016
• Conducted UAT testing for new and enhanced products and services, identifying hundreds of defects and achieving an overall reduction in critical issues compared to previous projects.• Created high-level test plans for UAT and Beta Testing cycles, resulting in an overall improvement in the accuracy of all supporting documentation and increasing customer satisfaction.• Responsible for completeness and accuracy of all supporting documentation such as Functional Specifications, Use Case documentation, User Stories, and User Acceptance Testing (UAT) test scripts.• Managed product and certification planning and execution across all products prior to market launch, leading to the successful launch of over 15 products in the tri-state markets.• Responsible for writing, defining, reviewing, modifying, and delivering functional requirements for large-scale, multi-functional projects, with an increase in stakeholder satisfaction.• Reviewed over 400 defects and development challenges to determine validity and severity, resulting in a reduction in bug density for all products.• Visited employees at locations throughout the company to meet and discuss new product feedback, resulting in an increase in employee engagement and customer satisfaction that began to focus on the development of the Employee Beta programs. Show less
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Quality Assurance & Defect Management Lead
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Apr 2013 - Jul 2015
• Executed various testing methods for new Video, Broadband, and Voice product development with a focus on quality assurance and user acceptance testing.• Led daily defect review meetings for multiple concurrent projects to analyze and obtain gating dispositions, discussing the next steps in the defect tracking cycle.• Managed defects for QA, UAT, Beta Testing, and Market Launch projects for new Optimum Video, Broadband, and Voice projects. Reduced customer-reported defects by 75% over 12 months.• Triaged defects to establish validity and frequency of occurrences, identifying viable workarounds and discussing issues with the respective stakeholders, such as the development teams, the product owner, and the testing teams. • Created numerous reports which were used for a daily executive high-level overview report for the QA department's projects. Improved report accuracy by streamlining and automating report creation processes.• Created a defect policing report that was utilized to ensure accuracy, reliability, and report on the status of the defects opened during each project cycle. Show less
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Supervisor - Technical Support
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Dec 2011 - Apr 2013
• Managed a team of 20+ Technical Support Representatives (TSRs) responsible for assisting customers with Tier 2 support related to video, broadband, and VoIP-related issues.• Monitored, coached, and educated TSRs to ensure their productivity goals were met on a consistent basis, resulting in an increase of over 95% in customer satisfaction ratings.• Conducted monthly one-on-one meetings with team members and appraisals to identify strengths and improvement areas.• Member of three internal committees for call center feedback: Credit, Technology, and Communications, which resulted in an increase in efficiency and communication among departments.• Assisted in developing and implementing Cablevision’s (now Altice USA) social media presence for customer feedback, resulting in increased customer engagement and satisfaction.• Created advanced VoIP training documentation and implemented training workshops for two call centers, trained over 600 technicians, leads, and supervisors, improving the overall call resolution rate. Show less
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Education
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Western Governors University
Master of Business Administration - MBA, Information Technology Management -
Western Governors University
Bachelor of Science - BS, Business - Information Technology Management
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