Gary Hancock Email & Phone Number

IT Manager (Head of Design) for DTE Digital Factory. We are an internal startup focused on digital product development with capabilities in Agile, Design Thinking, and DevOps. Primary focus is enabling DTE business units to transform their processes through the use of digital technologies like AIML.

Greater Detroit Area

Assigned to 2 year program to implement SAP CRB/CRM.

Greater Detroit Area

15 years of implementing and supporting a wide range of enterprise technology. My most recent experience which was launched to 1.5 million customers in Oct, 2015 was the transformation of DTE payment and billing web experience. I acted as implementation manager representing Customer Experience area within Customer Service. This project was part of 2 year program scoped to develop new and compelling self service channels including Mobile, Web and Mobile Web (response design.) My scope of responsibility was managing all aspects of implementation (working with IT partners/vendors) including stakeholder management, feature prioritization, deployment, communications/training and roll out. My team was comprised of digital strategists and web analytic experts. My team was responsible for the management of feature backlog and included testing and other business validation activities. We executed on training and communication activities to prepare contact center reps to support customers in using the new experience. We established and managed the launch team which monitored all aspects of deployment, stabilized the customer experience and managed transition to operations.

Greater Detroit Area

My current assignment is leading a development team embedded with Customer Call Center. Our objective is to design and build a new user interface that will enhance Customer Representative (CR) experience. This a strategic project for 2013 and has some visibility.The scope is bounded around the five key transactions a CR executes. We believe this will provide the highest value and expect increased productivity based on our UI improvements.Our approach parallels that of an R&D lab which utilizes rapid experimentation but in this case we are testing business processes in our Call Center. This was inspired from some bench marking conducted in years past with top decile companies like USAA.In first quarter 2013 we have incorporated a tailored version of kanban to manage development process and integrated automated unit testing tools. We are investigating automated load and regression testing tools for 2nd quarter.Great team and great effort!

- (Current) Production Lead for Enterprise Applications. Responsible for all aspects of production including upgrades, support, administration and implementation of strategy. Current portfolio includes Email/Calendar, Document Management, Intranet, Corporate Websites, EDI and Reporting (total of 40+ applications.) Lead a team of 15-20 individuals.- (Past) Content Delivery domain owner, includes Search, Portal, Web Content Management and Collaboration; responsible for developing and executing 3 year technical roadmap.- (Past) Project Lead for SAP EP implementation which included the integration of ESS/MSS, BW Reporting and LSO,

Greater Detroit Area

The Edison Boat Club (EBC) is a private marina and conference facility on the Detroit River. EBC has approximately 270 members, 110 boat slips and a 12,000 square foot facility. As commodore I am responsible to the membership and board for all aspects of club operations and membership/program development. I have a group of volunteers who report to me with varying responsibilities including facility management, marina operations, sail programs and entertainment and events. I am a volunteer and appointed by the board to this position for 12 months.

Bachelor'S Degree, Information Technology

Associate'S Degree