Timothy Hurd

​Strategic Vision & Platform Engineering: •Observability Roadmap: Articulate a long-term global vision, establishing multi-year roadmaps for centralized platforms (Datadog) and standardizing practices across diverse technology stacks. •​AIOps & Innovation: Drive adoption of AI/ML-powered observability for advanced anomaly detection, predictive alerting, and intelligent root cause analysis. •​Provided operational leadership for large-scale migrations to Microsoft Azure, ensuring seamless transitions from legacy on-prem environments Operational Excellence & Governance •​Successfully cut operational costs by 45% by transitioning RUN activities to MSPs and managing third-party vendor relationships for peak ROI. •​SRE Principles: Champion the definition of SLIs, SLOs, and Error Budgets while ensuring log ingestion meets global regulatory and security standards. ​•Incident Management: Redesigned Major Incident Management processes, improving customer communication and reducing resolution times by 15% through proactive remediation and automated reporting. Tooling & Automation: •​ITSM Standardization: Led the global rollout of Ivanti ITSM and modernized core systems including Autosys, XCOM, and Globalscape. •​Asset & Lifecycle Management: Implemented modern ITAM solutions integrated with endpoint tools to enhance visibility across the hardware/software lifecycle. ​Empowerment: •Develop frameworks that enable engineering teams to self-onboard services with best-in-class instrumentation and automated performance KPIs. ​Leadership & Collaboration: •​Mentor high-performing global engineering teams, fostering a data-driven culture of continuous improvement and cross-functional alignment between Engineering, Product, and Security.

Establish and articulate a compelling, long-term global observability vision and a multi-year roadmap ● Drive the standardization of observability tools, platforms, & practices across all technology stacks ● Define and champion key metrics, including Service Level Indicators (SLIs), Service Level Objectives (SLOs), and Error Budgets for critical services globally. ● Lead the architecture, design, development, and operation of a highly scalable, resilient, and cost-effective centralized observability platform (Datadog). ● Develop and implement frameworks and standards that empower engineering and development teams to easily onboard their services and implement best-in-class instrumentation. ● Evaluate, select, and manage relationship with third-party observability vendor, ensuring optimal performance, & cost-effectiveness ● Ensure the log ingestion practices meet all global regulatory and security standards. ● Lead and mentor, a high-performing, global team of observability engineers ● Act as an evangelist, promoting observability best practices, Site Reliability Engineering (SRE) principles, and a data-driven approach to system health and performance across all teams. ● Collaborate closely with Engineering, SRE, Product, and Security to translate business objectives and customer experience goals into actionable observability requirements. ● Oversee the major incident response and problem management processes, ensuring effective resolution of critical issues. ● Champion post-incident reviews and leverage observability insights to architectural changes, and automated remediation efforts to prevent recurrence. ● Drive the adoption of AI/ML-powered observability (AIOps) for advanced anomaly detection, predictive alerting, noise reduction, and intelligent root cause analysis. ● Own the budget for the global observability platform, optimizing resource utilization, managing data ingestion volumes, and ensuring a high Return on Investment (ROI) for all tooling.

Streamlined IT operations by documenting ITSM processes and transitioning RUN activities to MSPs—cutting operational costs by 45% while maintaining service excellence through strong vendor governance ● Redesigned Major Incident Management, improving customer communication and reducing resolution time by 15% ● Championed the global rollout of Ivanti ITSM, standardizing processes and enabling self-service features likeself service password resets.● Implemented a modern IT asset management solution, integrating with server and endpoint tools to enhance lifecycle tracking and visibility. ● Modernized job scheduling and file transfer systems (Autosys, XCOM, Globalscape), enabling proactive remediation and minimizing business impact. ● Automated performance reporting, delivering real-time insights to leadership and improving visibility into KPIs and service levels. ● Developed a 5-year strategic roadmap for operational tools, aligning IT investments with business goals and emerging trends. ● Provided Operational Leadership for the migration to Microsoft Azure, ensuring a seamless transition from on-prem infrastructure with minimal disruption. ● Directed RFP and transition of print services to a third-party provider, achieving a 10% cost reduction and improved service reliability.

● Led a 24x7 Global Network Operations Center (NOC), ensuring real-time incident response and seamless escalation to Tier 3 teams, vendors, and partners—maximizing uptime and service continuity. ● Directed physical security strategy for mission-critical data centers, enforcing strict access controls and 24x7 secure operations. ● Designed and launched a Cloud Vendor Operational Excellence Program, driving performance through SLA governance, scorecards, and quarterly business reviews. ● Developed and executed a comprehensive disaster recovery runbook, ensuring recoverability of all mission-critical services through documented procedures and annual DR testing. ● Automated key financial close processes, reducing manual errors by 7% and improving processing speed by 30%. ● Co-led data center migration to a colocation facility, boosting infrastructure reliability, scalability, and efficiency. ●Established a quarterly service quality reporting cadence with senior leadership, promoting transparency, data-driven decisions, and alignment on KPIs.

Led strategic vendor partnerships, budget planning, and technology roadmap execution to ensure IT investments directly supported business growth. ● Transformed ITSM operations, reducing recurring incidents by 13% through stronger change and problem management practices. ● Championed the successful implementation of ServiceNow, streamlining service delivery and boosting team adoption of ITIL best practices. ● Deployed a scalable archiving solution for high-volume X-ray imaging, enhancing product quality control and regulatory compliance. ● Delivered seamless IT infrastructure for multiple facility expansions and new site launches, ensuring operational readiness from day one. ● Built and mentored high-performing IT teams, fostering a culture of continuous improvement, skill development, and leadership growth.

Drove continuous service improvements across the server team, boosting operational efficiency and reliability. ● Managed multimillion-dollar infrastructure budgets, ensuring strategic resource allocation and ROI. ●Negotiated a new Microsoft Enterprise Agreement, securing $1.5M in savings over three years. ● Implemented a scalable file archiving solution for high-volume X-ray images, enhancing product quality control and compliance.

Led a high-performing infrastructure team overseeing server and storage operations at Integer Holdings, driving improvements in system reliability and efficiency. ● Established a 24/7 on-call rotation, ensuring rapid response to critical incidents and minimizing system downtime. ● Championed Change Management for server infrastructure, significantly reducing upgrade-related disruptions and enhancing service continuity.

Led seamless integration of email and Active Directory during acquisition activities, streamlining operations and accelerating onboarding. ● Designed and deployed High Availability solutions, including clustered Microsoft Exchange and SQL environments, ensuring maximum uptime and system resilience. ● Delivered a 48% ROI by implementing a cost-effective private cloud solution, significantly cutting operational costs while boosting infrastructure efficiency.

Led and mentored a high-performing technical team in a fast-paced environment, driving productivity and professional growth. ● Managed a robust server infrastructure across three countries, ensuring consistent performance and operational excellence. ● Successfully migrated Active Directory and Exchange 2003, boosting system efficiency and modernizing core IT services. ● Oversaw production support for .NET Framework applications, streamlining change management and ensuring seamless application performance.

● Delivered high-impact technical support to Fidelity’s Legal, Government Affairs, and Executive teams, ensuring seamless operations in high-stakes environments. ● Led the successful migration from Novell to Windows 2000, streamlining file and print management and boosting system efficiency. ● Implemented BMC security tracking software, significantly strengthening data protection and compliance. ● Provided 24/7 white-glove support for top executives, maintaining flawless home and office computing experiences.

Supported mission-critical infrastructure for a hosted billing application, ensuring peak performance and system reliability. ● Administered Oracle Databases, streamlining data management and improving accessibility for billing operations. ● Managed SonicWALL firewalls and deployed secure VPN solutions, strengthening network security and remote access capabilities. ● Oversaw PBX phone systems and Cisco switched environments, optimizing communication infrastructure across the organization.

●Managed IIS web and SQL database servers, ensuring high availability and performance for business-critical applications. ● Provided desktop support to web development teams, enabling smooth workflows and rapid issue resolution. ● Designed and published the company’s daily newsletter using HTML, enhancing internal communications and engagement. ● Built and configured Compaq servers, contributing to scalable and reliable infrastructure deployment.

●Lead a team of 30 student employees, cultivating a collaborative, high-performing support environment. ●Researched and implemented a new ticketing system, accelerating response times and boosting user satisfaction. ●Provided technical support to over 5,600 users—students, faculty, and staff—ensuring smooth day-to-day operations across campus.