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Trevor Hill-Hand

@trevorhill-hand

Information specialist at Foundever who organized a 3,000-article knowledge base and chatbot for 10,000–20,000 employees.

United States

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What I'm looking for

I'd like to bring my information-organization experience to a library, museum, independent bookstore, or game shop.

At Foundever, I ran a 3,000-article knowledge base and North America chatbot for 10,000–20,000 employees. I organized the collection with cataloging, taxonomy, metadata, audience permissions, and a recurring review cycle.

I designed the Directory in Smartsheet to assign subject-matter experts to articles, send scheduled reviews, keep an audit history, and produce the intranet index, chatbot topics, and AI reference files. I also supported content Creators and ran the North America Cognigy chatbot, which pointed employees to current official articles.

Earlier, I worked in operational reporting, customer escalations, training, and fine-art printing. Outside work, I built Terrablox, a voxel-based virtual tabletop, and created RhythML, a plain-text sequencing notation for my open-source VCV Rack modules.

Experience

Work history, roles, and key accomplishments

Project Architect: Intranet & Knowledge Base, North America

Foundever

Jul 2020 - Oct 2025 (5 years 3 months)

Sole architect for 40–50 US and Canadian sites, managing a 3,000-article knowledge base and chatbot. Designed the Directory, a Smartsheet catalog, and owned the North America Cognigy chatbot.

Smartsheet Cognigy Taxonomy Metadata Content Management HTML JSON Markdown AI ChatGpt Project Management

Continuous Improvement Manager, North America

Foundever

Sep 2019 - Jul 2020 (10 months)

First member of a rebuilt Continuous Improvement team, supporting and retraining site reporting analysts. Served as de facto project manager and contributed to global intranet design committee.

Business Objects Power BI SharePoint Project Management Training Data Analysis

Operational Reporting Analyst, Las Vegas

Foundever

Apr 2013 - Sep 2019 (6 years 5 months)

Updated daily margin tracker and prepared month-end client invoices. Supervised Quality, Workforce, and reporting teams, and built automated reports in Excel, Access, and SQL.

Excel Access SQL SharePoint Reporting Supervision Internal Communications

Special Customer Support (Tier 3), Beats by Dre

Foundever

Jun 2012 - Apr 2013 (10 months)

Joined Beats by Dre's customer service program at launch, wrote guides, and improved CRM usage. Became the program's first Tier 3 agent, handling injury claims, BBB complaints, and escalations.

Oracle RightNow Customer Service Escalation Management Fraud Detection Documentation

Printer, Photographer, Designer

Art From the Heart

Jan 2006 - Jan 2009 (3 years)

Ran the studio's print shop as its only employee, photographing original paintings and producing fine-art giclée reproductions. Developed color-matching workflow and designed cards for local artists.

Photography Color Management Large Format Printing Print Layout Graphic Design Canon 5D Photoshop Adobe Illustrator