Ryan Flanigan

*** ** ******* **. **** 816-***-****

Lee’s Summit, Missouri 64063 adpfpi@r.postjobfree.com

PRODUCTION OPERATIONS – QUALITY ASSURANCE - CLIENT SERVICES – TECHNICAL HELP DESK

PROFESSIONAL SUMMARY

Highly successful, productive and multi-talented, client-centered and technically superior Team Leader, brings an outstanding record of accomplishment in meeting the needs of investment fund customers for understanding their portfolios, produce flawless documentation, motivate team members, brings an excellent skill set to this position that includes superior client relations, problem-solving and resolution skills, superior QA knowledge, initiative, critical analysis and attention to detail that never failed to meet SEC regulations and Corporate performance goals.

KEY SKILLS

Agile software development

Quality Assurance and Compliance

End User Testing, Support and Training

Team leadership skills

Knowledge and application of structured testing concepts, methodologies, and tools

Assessing and Managing Processes

SDLC and STLC

Client Portfolio Management

Design & execute test cases

Time Management and Meeting deadlines

Staff Evaluation and Development

IT Liaison and Support

Ensure compliance to SLA, development lifecycle processes

SEC Regulations and Guidelines

End User System Testing

Vendor relations and Support

Technical Analysis and Problem-Solving

QA Manual testing and documentation

Career Highlights

Ten years’ experience successfully serving the demanding fiduciary and client support needs of such major investment and record keeping firms as DST, American Century and Spencer Reed.

Highly regarded and commended for the ability to quickly understand and addresses the many needs and services required by fund family account holders.

Identify, capture and automate repeatable processes, actively involved in process improvement.

Provide ongoing status and statistical reports to communicate test results and overall project health to project stakeholders.

Designed and developed formal test plans and test cases in accordance with SEC regulations.

Ensuring Continual Service Improvement (CSI) and drive the IT organization to higher testing maturity level.

Recognized as a superior performer who is willing to take on challenging assignments that others will avoid.

Successfully led and motivated multiple work teams in meeting and exceeding often difficult performance test goals by looking after their welfare and leading by example.

Consistently received positive comments from customers for providing excellent assistance in solving portfolio management problems.

Hands-on experience in Visio, J2EE, HP Quality Center, VBA, SQL, SoapUI, and MS Office Suite.

Specific accomplishments include:

Nominated for and received numerous awards by both corporate managers and client executives for exceeding business objectives.

Growing corporate revenue by successfully promoting increased investor contributions and retaining client accounts during market turbulence caused by such events as 9/11.

Never being late in meeting reduction deadlines or being fined by the SEC for violating any regulations in the production and distribution of client investment documents and publications.

Serving as Project Manager in coordinating the relocation of printing facilities for Boston Financial Services to Kansas City.

Achieving superior performance with team members with culturally diverse backgrounds and languages.

Always meeting strict SEC investment publication regulations despite equipment breakdowns forcing manual assembly of printed materials to achieve delivery goals.

RELEVANT CAREER HISTORY

Teleperformance Lee’s Summit, Missouri 06/22/2021-Present

Sales and Support, Adhere to time schedule, Provide help with all Apple products

Provide highly proficient service and customer experience

Process trade-in and sales transactions

One call resolution if possible, promote Apple brand and keep customer happy

Capgemini Lee’s summit, Missouri 03/2016-10/2018

Develop and document application test plans based on software requirements and technical specifications.

Establish test documentation and conduct test cases to verify each software function, fix and or changes associated with correcting a software design deficiency or enhancement.

Test procedures to ensure application is thoroughly tested throughout development and before release.

Conduct formal and informal tests, open problem report for each software implementation that does not comply with its associated software requirement, as verified during test.

Documents testing issues found during debugging, research, and investigation and follow issues through to resolution

Work independently during test periods and assist with installs, tests, and validation of operational software as specified by requirements.

Monitor and report to management on project status, identify issues that may impede attainment of goals, recommend and implement corrective measures.

Participate in troubleshooting and triaging of issues with different department teams to drive towards root cause identification and resolution.

Strong written and verbal communication skills are a must.

Consulting

Raymore, Missouri 10/2015-03/2016

Develop and document application test plans for Payroll and Reporting (PAR) Time and Attendance process improvement

Provided feedback on the architecture of the enhanced system including table structures, basic data edits and processing data flow

Testing consisted of:

1. Unit testing various Oracle stored procedures, functions, triggers and SQL’s

2.Complete systems testing

3.Assist in user acceptance testing

SAIC Kansas City, Missouri 07/2014- 09/2015

QA TESTER, 7/2014-09/2015

Develop and document application test plans based on software requirements and technical specifications.

Establish test documentation and conduct test cases to verify each software function, fix and or changes associated with correcting a software design deficiency or enhancement.

Test procedures to ensure application is thoroughly tested throughout development and before release.

Conduct formal and informal tests, open problem report for each software implementation that does not comply with its associated software requirement, as verified during test.

Documents testing issues found during debugging, research, and investigation and follow issues through to resolution

Work independently during test periods and assist with installs, tests, and validation of operational software as specified by requirements.

Monitor and report to management on project status, identify issues that may impede attainment of goals, recommend and implement corrective measures.

Participate in troubleshooting and triaging of issues with different department teams to drive towards root cause identification and resolution.

Strong written and verbal communication skills are a must.

DST Output Kansas City, Missouri 11/2006-12/2009

Client Services Liaison, 2/2008-12/2009:

Coordinated the production and delivery of all Boston Financial Data Services (BFDS) documentation to the shareholders of 73 different funds managed by BFDS.

Supported the BFDS project team with design, screen layouts, end to end testing and the implementation of multiple systems servicing all clients under the east division.

Follow and ensure compliance to SLA, development lifecycle processes, and ensure client satisfaction with application and service quality.

Provided technical expertise and assisted end-users

Facilitated daily project conference calls, designed, developed, tested, and certified new letters and dividend statements to fit the specific needs of their growing client base.

Oversaw the complete production cycle from receipt of data and documentation from BFDS to printing and shipping out up to 250,000 documents at one time.

Never failed to meet SEC regulations regarding ship dates, despite equipment failures.

Led a culturally diverse production team while coordinating printing with the contractor’s production crew in always meeting tight deadlines.

Monitored quality control to ensure the complete accuracy of all documentation, correcting errors on the fly to meet critical deadlines.

Quickly mastered IT language in coordinating the pre-press preparation of forms for production.

Received numerous awards for meeting performance goals from both DST and BFDS.

Production Quality Control Coordinator, 5/2007-2/2008

Prepared all forms and documentation for production at BFDS east coast facilities.

Coordinated the relocation of print production facilities to Kansas City, selecting the contractor and working with the vendor to establish the necessary Quality Assurance procedures and production processes/practices to meet BFDS document production requirements.

Developed production implementation scripts, application changes, and performed regularly scheduled production implementations.

Transitioned seamlessly from the old to the new facility, earning additional appreciation from both companies for completing the project on-time and with no disruption in production.

Client Services Liaison

Coordinated the preparation and printing of forms and documents.

Provided superior client services, serving in a “Help Desk” capacity to ensure superior results.

American Century Kansas City, Missouri 11/2000-11/2005

Online Service Specialist, 06/2003-11/2005

Customer Relations Specialist, 11/2000-06/2003

Served in a “Help Desk” capacity, answering the questions of fund account holders for assistance in managing their online accounts.

Held Series 6 and 63 Licenses in providing personal investment assistance to clients for fund information and guidance.

Increased client revenue growth by successfully promoting new investment opportunities.

Retained clients during critical market disruptions, receiving the praise of management.

Spencer Reed Group Overland Park, Kansas 5/1999-11/2000

Financial Analyst Supervisor (contract position)

Led a group of 30 staff in auditing client A/P and A/R accounts to identify and resolve variances.

Improved network response time from 10 seconds to less than 5 seconds per transaction by identifying and resolving operational application problems limiting performance.

OTHER EXPERIENCE

Client Relations CVS Caremark Lee’s Summit, MO 9/2013-7/2014

Customer Service Applebee’s Lee’s Summit, MO 2/2013-4/2013

Manager Chartroose Caboose Lee’s Summit, MO 4/2012-12/2012

Relocation Account Manager All Metro Movers Kansas City, MO 3/2010-4/2012

EDUCATION AND LICENSES

State of Missouri Series 6/63, and Life, Health and Variable Annuity Licenses

AA in Business Administration Equivalent, Longview Community College

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