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Rick Terry

@rickterry

AI transformation professional at JPMorgan Chase who built a ServiceNow AI ticket agent that cut handling and resolution time by 25%.

United States

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At JPMorgan Chase, I designed an AI ticketing workflow connecting ServiceNow, Alteryx, and Confluence through a chatbot interface, used by more than 200 employees. I also developed a ServiceNow AI ticket agent that reduced ticket handling and resolution time by 25%.

I built a RAG-enabled knowledge agent that brought policy and reference materials together, and an AI Alteryx agent that reduced MTTR by 30%. I’ve also supported and advised business managers designing AI-enabled workflows.

As AI Control Manager at JPMorgan Chase, I developed an agentic workflow that cut control-test design cycle time by 50%. I established AI governance for testing and directed control design and logic testing for 30 high-risk processes.

At BaseLock Doctrine, I delivered production AI automation for client engagements and managed requirements, workflow design, testing, and launch. I built n8n and Make prospect-research workflows that reduced research time from 30–45 minutes to under five minutes per prospect.

Experience

Work history, roles, and key accomplishments

Current

AI Transformation Custodian

Current

JPMorgan Chase

Jul 2025 - Present (1 year 3 months)

Supported and advised 20+ business managers in designing and implementing AI-enabled workflows. Designed an end-to-end AI ticketing workflow and developed a ServiceNow AI ticket agent that reduced ticket handling and resolution time by 25%.

ServiceNow Alteryx Confluence RAG AI Agents Chatbot Knowledge Management Process Automation

Current

Founder and AI Project Delivery Lead

Current

BaseLock Doctrine

Jan 2024 - Present (2 years 9 months)

Delivered production AI automation for client engagements, including callback and messaging agents, review-management workflows, and competitive-intelligence dashboards. Built n8n and Make prospect-research workflows, reducing research time from 30-45 minutes to under five minutes per prospect.

N8n Make AI Agents Workflow Automation RAG Prompt Design Client Management Project Delivery

AI Control Manager

JPMorgan Chase

Dec 2023 - Jul 2025 (1 year 7 months)

Developed an agentic workflow that reduced control-test design cycle time by 50%. Established AI governance for Claims, Bankruptcy, and Escrow Administration testing and directed AI control design for 30 high-risk processes.

AI Governance Risk Management Control Testing Agentic Workflows Process Improvement Audit Readiness

Business Project Manager, Operations and IT Delivery

Nationwide Insurance

Jan 2017 - Dec 2023 (6 years 11 months)

Delivered operating-model improvements for actuarial and annuity programs generating $235K in annual cost savings. Managed four major annuity product launches and documented 45 core business and IT processes for compliance readiness.

Project Management Agile SDLC Process Improvement Compliance Dashboarding Requirements Gathering

Business Project Manager, Agile Digital Transformation

Virtusa

Jan 2016 - Dec 2017 (1 year 11 months)

Led Agile discovery, sprint planning, and delivery for a global digital transformation initiative with $875K in projected revenue impact. Redesigned customer onboarding and lifecycle processes, reducing per-user acquisition costs by approximately 27%.

Agile Scrum Sprint Planning Digital Transformation Process Redesign Customer Onboarding

Business Project Manager, Commercial Platform Launch

Discover Financial Services

Jan 2015 - Dec 2016 (1 year 11 months)

Designed the global operating model for a commercial payments platform with $1.2M in projected processing income. Documented 70+ core business and IT processes and prepared packages supporting regulatory approval and internal compliance.

Project Management Operating Model Design Compliance Process documentation Payments Regulatory Approval Process