James Reid

Experience

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  Cisco

  Nov 2006 - Jan 2012

  IT Accounts Team SME and Engineering Team Member ► Project Management | Technical Support

  At Cisco, I administered Solaris servers and maintained storage space on NAS NetApp filers for a 50-person organization. My scope of work included managing Unix servers supporting global enterprise IT operations. Additionally, I led technical projects, provided insights on customer support requirements trends, and quickly resolved accounts issues escalated by the L1 support team.

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  Credit Suisse

  Jan 2012 - Sept 2023

  Following several promotions, I was appointed to this AVP role overseeing a team of 3 IT SMEs supporting vendor management and application support for back-office operations. My scope of work included maintaining vendor relationships with the FIS Derivative Utility (FDU) to improve support processes.KEY ACCOMPLISHMENTS:► Substantially boosted team efficiency by implementing Agile framework model for global support.► Led continuous team performance improvement by establishing clear SLA metrics, governance structures, and tracking mechanisms.► Streamlined operations and decreased incident tickets 40% by leading automation initiatives. Show less During this period, I managed a team of 7 IT specialists supporting application suites for Listed Derivatives, Cash Management, Reconciliations, and Robotics Automation. I also facilitated program governance forums to promote collaboration between IT and stakeholders.KEY ACCOMPLISHMENTS:► Increased efficiency and stability of 75+ applications by implementing working groups focused on application stability, continuous improvement, user experience, and problem management.► Played central role in developing FDU support model, procedures, and major incident management to lower licensing costs and streamline process workflow.► Chosen to assist in designing application that played central role in ensuring day-to-day success of FIS utility. Show less In this role, I led a team of 7 IT professionals working on initiatives to optimize processes and increase efficiency across Listed Derivatives, Cash Management, and Reconciliations. Through strategic recruiting and mentoring, I developed a high-performing team.KEY ACCOMPLISHMENTS:► Strengthened IT support by playing pivotal role in transitioning to new model via FDU that reduced application footprint, safeguarded business delivery, and minimized control risks.► Helped design MIL application for file transport from FDU to strengthen data transfer and tracking.► Oversaw team in supporting mission-critical back-office applications utilizing Linux, Unix, and Windows operating systems and Oracle, DB2, and SQL databases.► Appointed by manager to represent department at weekly site-wide IT problem review meetings, frequently interacting with senior IT stakeholders.► Designated to participate on special technical committee to improve ServiceNow implementation, performance, and capabilities. Show less

  • AVP / North American Manager Cleared for Derivatives Control Level 2 Support ► IT Strategy

    Nov 2021 - Sept 2023

  • American Manager for Controls & Integrations and Utilities Production & Performance Level 2 Support

    Nov 2018 - Nov 2021

  • IT Support Engineer Team Lead (Group Operations Solution Delivery – Production & Performance)

    Dec 2012 - Nov 2018

  • IT Support Engineer (Operations IT) – Level 2 ► High-Level Issue Resolution | Customer Service

    Jan 2012 - Dec 2012
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  Various Community Organizations

  Sept 2023 - now

  Board and Committee Member ► Leadership | Strategic Planning | Event Management

  Over the last year, I’ve served on the Board of Directors and Governing Committee for the Communities in Schools of North Carolina. I also co-directed the development of a flagship summer camp and participated on the search committee for a new executive director for North Carolina for Community Justice.