Ric Hansen Email & Phone Number

Chandler, Az, Us

Greater Phoenix Area

Phoenix, Arizona, United States

Led all capacity planning and performance testing for Bank of America’s Shared Operations Technology (SOT), Video Teller Agent and Contact Center Technologies. Worked closely with Program and Project teams to improve Performance Testing integration into Channels Technology Portfolio. Established first Agile SDLC performance testing plan within Bank of America Channels and eCommerce Technologies. Enforced “Permit to Build” and “Permit to Operate” policies for resiliency, performance and scalability. Led teams consisted of on-shore, near-shore and offshore associates and contractors.

Led a team of project managers within the ATM Technology and Operations channel responsible for the delivery of technology requirements from the Line of Business (LOB). Program manager responsibilities included oversight of timeline and budget, created / enhanced project and program management processes, coached and provided on-boarding to associates, contractors and vendors. Provided executive and stakeholder updates and escalation point for all issues. Created and led training sessions for project managers. Partnered with vendors.

Managed technical projects focused on 17k+ ATMs nationwide. Ensured that customer success metrics and Line of Business (LOB) requirements were met. Organized tasks, timelines and budgetary forecasts for internal and vendor teams. Built / enhanced process improvements and implemented as standard. Mentored associates and contractors.

Led eCommerce project groups tasked with enhancements to the Bank of America homepage and Online Banking websites affecting 200MM unique sessions per month. Subject matter expert for SDLC, work breakdown structures (WBSes), created bottoms-up resource plans and mentored teammates.

Managed system performance, capacity and availability. Designed, developed and implemented architectural deliverables, included assessments, system design optimizations and user requirements reviews. Determined technical and operational feasibility solutions. Led two unfunded projects: Borneo (Web 2.0) and created an end-to-end ecommerce performance testing environment.

Prepared and conducted Quality Control (QC) enhancements. Created or modified procedures and standards. Developed and implemented metrics which assessed the quality of delivered enhancements. Presented problem resolutions to senior management.

Developed, tested, configured and released enhancements for the Base24 platform on the Tandem system. Production support of 15,000 ATMs nationwide.

Scheduled, coordinated and documented all Tandem testing for the Wholesale Long Distance Group. Created full documentation of the proprietary CDR Server application.

Enhanced Base24 code for Financial customers. Developed and unit tested enhanced Base24 modules. Documented test cases for customer and third party testing.

In-flight technician responsible for Airborne Warning and Control (AWACS) computer systems.