T. Hill-Hand
I explore, map, and build systems. I work to bridge the technical and human — designing information architectures that remain useful even when imperfectly maintained or partially remembered.
Thirteen years supporting customer experience operations taught me that the best technical solutions fail without stakeholder buy-in, and the best laid plans fail without good tools.
My goal is sustainable, healthy work towards universally accessible knowledge and artifacts that will still be of value to people living ten thousand years from now.
My philosophy is tool and framework agnostic: focus on underlying principles and transferable solutions rather than platform-specific implementations.
Education and Certifications
- Media Arts & Animation, Art Institute of Las Vegas (3.5 years completed)
- Six Sigma Green Belt Certification
Skills & Competencies
Knowledge Systems & Architecture
Enterprise knowledge base design and taxonomy development, content governance frameworks, search optimization, controlled vocabulary and metadata strategy
Process & Project Management
Lean Six Sigma, stakeholder coordination, requirements gathering, workflow automation design, training development, creating actionable tools for regulatory and technical requirements
Data & Analytics
Advanced Smartsheet, SQL queries, CSV/JSON processing, API integration, tidy data principles, data quality management
AI & Automation
Conversational AI (Cognigy platform), user intent management, workflow automation, cross-system orchestration
Technical & Creative
Godot Engine, Blender 3D, Python scripting, HTML/CSS, markdown systems, version control, Adobe suite, video editing, game modding, procedural generation, open-source audio software development
Work Experience
After deployment of global intranet, recruited for newly created Architect role to serve US & Canada operations (serving a peak of 20,000+ associates across 40+ locations)
- Designed and maintained intranet structure, content rules, and search for 40+ sites
- Trained 50+ content owners to manage their own pages, reducing bottlenecks
- Built Smartsheet tools that automated reporting and tracking for multiple teams
- Coordinated projects across departments, clients, and regions — often the one person who knew how all the pieces fit together
- Ran Lean Six Sigma projects for internal teams and client programs
- Built the department's project tracking and reporting tools from scratch
- Global Intranet: Core team member from concept through deployment
- Reviewed vendor proposals; found that security and compliance needs ruled out off-the-shelf options
- Shaped the information architecture and rollout plan for 90,000+ users worldwide
- Handled financial planning, data logistics, and internal communications for the site
- Managed and mentored technical staff across workforce management, quality assurance, and reporting
- Built automated reports and dashboards that replaced hours of manual work
- Resolved complex escalated customer issues including Better Business Bureau complaints, lost shipments, injury claims, and executive correspondence
- Logos, branding, print materials, web graphics, illustration, and digital art
- Worked directly with clients from concept through final delivery
- Giclee (inkjet on canvas) reproductions of paintings for artists and galleries
- Ran the whole operation solo: client work, photography, color matching, and printing
- Led crew of 2-4 installing SWPPP erosion control and drainage on active construction sites