Ron Denney Email and Phone Number

*Project development to comply with bi-annual network infrastructure technology releases. ---Business requirements gathering. *Project Management document creation and/or review: Project Proposal, Business Product Specification (BPS), Detailed Technical Design (DTD), Use Case, Change of Scope, Requirements Trace Matrix. *User Acceptance Testing (UAT) and Regression Testing, Test Case and Defect creation/tracking via HP Test Director Quality Center. Production Implementation for internal Servicing System and external Web-based application used by outsourcing company.*Product development for Third Party Issuance clients.*Conducted JAD (Joint Application Development) sessions to gather all Business requirements for new Business products.*Identified gaps within system interfaces and production applications within the network.*Created revision summaries to support technical specifications documentation updates for network infrastructure technology releases.*Collaborated with Training Department to create hardcopy and Web-based training for employees and outsourcing company.*Generated on-going weekly management and ad-hoc management reports. *Initiated Servicing System Production Issue Ticket procedure; continuous monitoring for resolution. *24 hour Production Business Support.*Business contact for monthly Production issue enhancements, overnight infrastructure technology installations.*Access administrator for internal Servicing System and external Web-based application used by outsourcing company. *Bi-annual access audits for internal Servicing System and external Web-based application used by outsourcing company to comply with SAS70 and Sarbanes-Oxley requirements.*Flexible with schedule as it pertains to business needs.*Chosen by management to attend Leadership Development Training for future company leaders. *Completed travel to corporate and operational sites based on business need. Completed expense reports for business travel.

*Project development to comply with bi-annual network infrastructure technology releases. ---Business requirements gathering. *Project Management document creation and/or review: Project Proposal, Business Product Specification (BPS), Detailed Technical Design (DTD), Use Case, Change of Scope, Requirements Trace Matrix. *User Acceptance Testing (UAT) and Regression Testing, Test Case and Defect creation/tracking via HP Test Director Quality Center. ProductionImplementation for internal Servicing System and external Web-based application used by outsourcing company.*Conducted JAD (Joint Application Development) sessions to gather all Business requirements for new Business product.*Collaborated with Training Department to create hardcopy and Web-based training for employees and outsourcing company.*Generated on-going weekly management and ad-hoc management reports. *Initiated Servicing System Production Issue Ticket procedure; continuous monitoring for resolution.*24 hour Production Business Support.*Business contact for monthly Production issue enhancements, overnight infrastructure technology installations.*Access administrator for internal Servicing System and external Web-based application used by outsourcing company. *Bi-annual access audits for internal Servicing System and external Web-based application used by outsourcing company to comply with SAS70 and Sarbanes-Oxley requirements. *Flexible with schedule as it pertains to business needs.*Completed travel to corporate and operational sites based on business need. Completed expense reports for business travel.

*Proactive approach to problem resolution and project multi-tasking.*Supported upper management vision by recommending process improvements.*Managed team of 15 employees to achieve performance, sales and Customer SLA (Service Level Agreement) goals.*Managed daily Scheduling Team process via IEX TotalView to ensure department performance and Customer SLA (Service Level Agreement) goals were met.*Flexible with schedule as it pertains to business needs.*Created daily and monthly statistical reporting for management.*Created ad-hoc reporting for management.*Created procedural documentation.*Provided training to team on new procedural processes.*Completed Employee Call Monitoring process via Avaya and Verint Witness to ensure Customer SLA (Service Level Agreement) goals were met.*Completed Irate Client Call process to ensure all client expectations were met. *Completed and facilitated Employee Performance Evaluations via HR (Human Resources) Management Tool.*Completed and facilitated Employee Corrective Action process via HR (Human Resources) Management Tool.*Completed Employee Professional Development process.*Completed employee timekeeping and payroll.*Managed monthly team budget for overtime, training, travel and supplies.

*Assisted management with professional development of individual employees and team.*Assisted team to meet monthly goals set forth by management.*Supported upper management vision by recommending process improvements.*Flexible with schedule as it pertains to business needs.*Completed Employee Call Monitoring process via Avaya and Verint Witness to ensure Customer SLA (Service Level Agreement) goals were met.*Completed Irate Client Call process to ensure all client expectations were met. *Created daily and monthly statistical reporting for management.*Created ad-hoc reporting for management.*Created procedural documentation.*Provided training to team on new procedural processes.*Completed employee timekeeping and payroll.

*Created daily and monthly statistical reporting for management.*Created ad-hoc reporting for external clients.*Provided Customer Service support to internal Business Partners and external clients.*Processed boarding of merchant account profiles to internal Servicing System.*Completed maintenance to merchant and client account profiles.*Research and resubmit Monetary System ACH or Fedwire rejects.*Create notifications to clients as follow up regarding Monetary System ACH or Fedwire rejects and resubmissions.*Created daily and monthly client monetary transaction reporting for management.*Created procedural documentation.*Assisted internal and external auditing with compiling data from Third Party client account transaction activity.*Conducted quarterly client account reviews with management.*Provided training to team on new procedural processes.

*Research and resubmit Monetary System ACH or Fedwire rejects.*Create notifications to clients as follow up regarding Monetary System ACH or Fedwire rejects and resubmissions.*Provided training to team on new resubmission procedures or system enhancements.*Created procedural documentation.*Provided Customer Service support to internal Business Partners and external clients.*Created daily and weekly statistical reporting for management. *Created monthly invoicing to clients using ADP external Invoicing System.