MICHELE RUGGIERI
Summary
Results-driven IT professional specializing in quality assurance and testing. Expertise in developing comprehensive test strategies and executing test plans that enhance product quality. Strong collaborator with cross-functional teams, ensuring effective defect investigation and resolution for improved client satisfaction.
Overview
34
34
years of professional experience
Work History
QUALITY ASSURANCE ANALYST
AgencyBloc
Clive, IA
04.2022 - 07.2026
- Supported quality assurance efforts for medium to large initiatives focused on a SaaS-Agency Management System.
- Led the testing efforts for a new successful client-facing mobile app, and collaborated directly with developers and product managers.
- Created test strategies, including functional, smoke, integration, performance, compatibility, usability, accessibility and regression.
- Created test objectives, executed test plans, and test cases/scripts based on requirements and client/user scenarios.
- Maintained and executed an automated regression test suite to ensure consistent quality across releases.
- Estimated time for test creation, data creation, and execution across functional, security, integration, non-functional, regression, and performance testing.
- Investigated defects, issues, and risks within the product and facilitated resolution.
- Collaborated closely with the product and client success teams to increase the quality of the product.
- Utilized Jira to locate and build technical test cases, troubleshooting complex defects escalated by Tier 2 support to identify root causes.
IT SENIOR TECHNOLOGY ANALYST
Nationwide Insurance
Des Moines, IA
07.2014 - 04.2022
- Functioned as a System Test Analyst, developing and running test scripts for key build projects to enhance the internal proprietary commercial web-based rating application and improve customer experience.
- Led testing efforts for vehicle data prefill in Business Auto, enhancing usability of Quick Quote for business owners.
- Integrated test automation following a shift in developers, facilitating iterative testing for Member Center and Agribusiness Farm while supporting Commercial Lines web-based rating application.
- Managed Incident Ticket/Rapid Response Support as liaison to troubleshoot and escalate issues for Commercial Lines web-based rating application.
- Utilized troubleshooting applications and tools including ServiceNow, SQL Database, Splunk, and New Relic.
- Researched and analyzed the business needs and engaged with developers and stakeholders to gather clear and concise requirements using Rational Requirements Composer tool.
- Developed Application Enhancement Work Product documentation outlining the scope of projects and mapping out functional/non-functional requirements, including a significant Commercial P&C real-time quoting single sign-on initiative.
IT SENIOR SYSTEMS ANALYST
Nationwide Insurance
Des Moines, IA
01.1997 - 08.2014
- Analyzed business needs and engaged stakeholders to gather concise requirements using Rational Requirements Composer.
- Authored project documentation mapping functional and non-functional requirements, including a major Commercial P&C real-time quoting single sign-on initiative.
- Spearheaded testing initiatives as Test Lead for an extensive marketing storefront re-platforming, remarketing uploads, and bulk analysis projects.
- Designed and executed test cases, scripts, and metric-driven reports to validate monthly and off-day server upgrade releases.
- Delivered real-time product support and troubleshooting for internal employees, sales managers, trainers, and external agents.
- Showcased real-time rating capabilities as the company representative at the 2005 AMS/Vertafore Conference.
- Promoted from Help Desk Representative (1995) to Lead Support Liaison, bridging technical communications between help desk teams and developers.
IT SYSTEMS ANALYST
Nationwide Insurance
Des Moines, IA
12.1996 - 07.2014
- Administered proprietary admin system as System Administrator in production support team, supported system quality and reliability.
- Managed defects and reduced the escalation of defects through researching and analyzing issues with the quoting system and administration system utilizing strong problem-solving skills with attention to detail while working closely with the development team.
- Oversaw release change control administration, coordinating timely updates for developer staff.
- Facilitated communication between Help Desk and programming departments, enhancing collaboration and support processes since starting as a Help Desk Rep in 1995.
- Operationalized high level of customer service to internal staff and agents.
- Assisted with network installations of personal lines rating software and software components for agents.
IT SYSTEMS ANALYST/ HELP DESK REPRESENTATIVE
Nationwide Insurance/Allied Insurance
Des Moines, IA
07.1992 - 12.1996
- Executed agency visits to install, train, and troubleshoot rating software and internet-based proprietary rating system, training agents, sales trainers, and sales managers.
- Directed the first initial testing and analysis of a new internet-based proprietary rating system.
- Facilitated beta testing of Bridging, a tool enabling agents to connect quotes to rating software from comparative rater.
- Analyzed incoming Help Desk calls as part of QA team, contributing to a 30% reduction in call volume through thorough analysis.
- Supported manager by conducting interviews for job applicants at company headquarters.
- Supported a new agency management interface integrated quoting project for independent agents with duties involving writing business requirements and change notifications to the vendor, leading the pilot phase, assisting with training and demos of systems, and working with the vendor to resolve issues.
Education
ANALYSIS CERTIFICATION -
Muskingum University
05-2019
TRAVEL CERTIFICATE - TRAVEL AND TOURISM
Hamilton Business College
05-1990
JOURNALISM STUDIES
Grand View University
05-1988
Skills
- Mobile app testing
- Test strategy
- Test planning
- Test case design
- Functional testing
- Integration testing
- Usability testing
- Accessibility testing
- Automated testing
- Test automation
- Cross-browser testing
- Defect analysis
- Agile methodology
- Requirements gathering
- Requirements analysis
- SQL data analysis
Tools/Systems
- Automation Tools & Frameworks: Selenium WebDriver, Playwright, Tricentis Tosca, BrowserStack
- Monitoring Platforms/Incident Management: LogRocket, Splunk, ServiceNow, New Relic
- CI/CD & DevOps Tools: Jenkins, GitHub, Azure DevOps
- Test Management and API tools: JIRA, qTest, Postman, Swagger
- Methodologies: Agile, Lean, Kanban, Scrum
References
References available upon request.
Timeline
QUALITY ASSURANCE ANALYST
AgencyBloc
04.2022 - 07.2026
IT SENIOR TECHNOLOGY ANALYST
Nationwide Insurance
07.2014 - 04.2022
IT SENIOR SYSTEMS ANALYST
Nationwide Insurance
01.1997 - 08.2014
IT SYSTEMS ANALYST
Nationwide Insurance
12.1996 - 07.2014
IT SYSTEMS ANALYST/ HELP DESK REPRESENTATIVE
Nationwide Insurance/Allied Insurance
07.1992 - 12.1996
ANALYSIS CERTIFICATION -
Muskingum University
TRAVEL CERTIFICATE - TRAVEL AND TOURISM
Hamilton Business College
JOURNALISM STUDIES
Grand View University