Timothy Hanson Email and Phone Number

I work on building out the monitoring and alerting pipeline for our customer and internal facing services through some combination of python, flask, and docker.Identified gaps with our previous monitoring pipeline, Moog. Tasked with redesigning and migrating to BigPanda. Comparing data from 2018 to the few months post implementation of BigPanda the median time to detect currently is 5.8 minutes, compared to 2018 average of 13.9 minutes (58% reduction) and monitoring signal to noise ratio is now 74.3% vs. 29% from 2018.Develop creative solutions to integrate internal tools to help simplify and automate collaboration. This included JIRA (ticketing system), xMatters (escalation system), LibreNMS (network monitoring), Spark and Slack (chat), Prometheus (system monitoring), and our Telemetry systems

I work on inter-departmental interfaces, either by streamlining or improving communication and efficiency. Responsibilities* Work with with service operations managers, operations center leadership, and internal stakeholders to design and implement solutions that improve Blizzard's Change, Event, Incident, and Problem Management processes and tooling.* Develop api-driven software solutions to integrate diverse commercial or internally developed tools.* Design control methods to continuously review the efficiency and effectiveness of business processes.* Design and develop comprehensive reports to highlight service, team, and individual performance for service owners and senior leadership.* Create technical and end-user documentation for processes and tooling managed by the Process Engineering team.

Build tools, investigate problems, improve infrastructure to enhance the team's ability to handle a large number of tasks and projects with minimal overhead and downtime. Diagnose complex software/network/OS problems on Blizzard's massive live production servers

Monitoring and support for external facing hardware, software, network, and ​applications. Perform incident, event and problem management. Single point of contact for developers, vendors, managers, producers and customer service agents.

PC Support for staff and PC lab management.

Desktop standardization for the largest hospital in the region, Covenant Health Systems.

Initially started out supporting 6000 students housed on campus. Promoted up to a management position overseeing the highest population residence halls. From there I went to support the Housing staff computers comprised of over 200 machines at points all over campus. I helped maintain the web site as well as researched and deployed new technology for professional recruitment as well as created a work order system for students living on campus.

Started work in the upgrades department. Mostly helped customers find the best value for their dollar.Moved to in-store marketing manager working with management to knock out the best deals on merchandise. Took up an opening in the tech shop where I recieved my A+ certification.