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Accomplished and technical-minded specialist with substantial expertise in IT infrastructure, application support, and system design. Proven track record in managing complex IT environments, including UNIX, Windows, and cloud-based systems. Adept at leading project management initiatives, utilizing Agile methodologies, and implementing ITIL v4 practices. Skilled in transitioning applications from AIX to Linux, designing and optimizing operational procedures, and automating infrastructure tasks. Demonstrates strong capabilities in coordinating with key stakeholders, providing high-level customer service, and delivering effective solutions to enhance system performance and efficiency. Proficient in ServiceNow, Apigee, VMware, Azure, and various automation tools. Known for developing and executing strategies that reduce operational costs, improve service delivery, and drive organizational success. Possesses robust problem-solving skills, with a history of implementing process improvements and automation initiatives that streamline workflows and increase productivity.
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Technical Operations ManagerPricewaterhousecoopers - Service Delivery Center (Pwc Sdc) Feb 2020 - Sep 2024., OoDevelop and document support models and operational procedures to enhance team efficiency. Construct flowcharts and establish processes within ServiceNow to optimize performance. Coordinate and implement change and service application requests for Apigee and Kafka product updates. Assign keys and secrets through Apigee Edge UI for API access and configure a proxy URL to maintain backend URLs for developer APIs. Onboard and train offshore team members in product and process knowledge while acting as primary liaison for team to assist with ticket management and resource allocation. Coordinate with key stakeholders to plan and communicate change activities, collaborate with Service Managers for seamless integration across application teams, automate ticketing processes through ServiceNow, oversee offshore team’s education and resources, and establish and manage a Release Management process.● Increased team efficiency by developing and documenting a support model.● Implemented a Release Management process for efficient application deployments.● Successfully integrated offshore team members into team dynamics within 30 days.● Ensured offshore team performance and readiness through comprehensive oversight.● Streamlined developer workflows by automating ticketing process through ServiceNow.● Preserved backend URLs for developer APIs by configuring a proxy URL in Apigee Edge.● Optimized team performance with effective flowcharts and processes within ServiceNow.● Enhanced API access security through effective key and secret assignment in Apigee Edge UI.● Ensured continuity across application teams through effective collaboration with Service Managers.● Improved communication and planning for change activities by coordinating with key stakeholders. -
Lead Deployment And Automation EngineerMetlife Mar 2015 - Dec 2019New York, Ny, UsDesigned, constructed, and maintained application infrastructure and automation across UNIX and Windows environments. Developed project plans and built environments for Proof of Concept as new automation applications and opportunities emerged. Delivered Level 3 support to internal application teams for provisioning servers both on-premises via VMware and in cloud using Azure. Coordinated with ServiceNow resources to establish necessary infrastructure and consulted with internal teams to ensure compliance with MetLife standards. Executed implementation and deployment projects in Linux and Windows environments, including BMC CloudLifecycle Management, IPSoft’s IPCenter infrastructure, and Chef HA infrastructure. Utilized PowerShell scripts for uploading images to specified Azure locations and modified Azure ARM templates to ensure servers were provisioned in appropriate Azure regions. Developed naming conventions for Azure Resource Groups and generated Azure SAS tokens for server provisioning. Collaborated with vendors and management to create roadmaps for Tivoli Workload Scheduler and IBM UrbanCode Deploy. Worked with external vendors and internal teams to gather infrastructure and application requirements for new applications.● Implemented ‘Zero Fault Automation Initiative,’ resulting in a 10% reduction in scripting failures.● Engineered solutions and established operational guidelines for automation applications, reducing automation process by 55 hours.● Created a project plan for upgrading core infrastructure and FTA agents from TWSv8.5.1 to TWS v9.2/9.3, minimizing vendor dependency and saving $50K in setup costs.● Diagnosed and resolved issues between automation applications, JSON files, and Azure, addressing problems with provisioning and incorrect tags for resources, storage, or network groups. -
Advisory Software Engineer - Tivoli MonitoringIbm Tivoli Software Mar 2006 - Mar 2015Demonstrated excellent performance in providing 24/7 after-hours on-call and technical support to resolve cases for clients as well as other IBM service lines. Acted as primary contact for technical support, customer communication, and client advocacy. Delivered robust L2 support for WebSphere (Application Server, Studio, and Content Manager). Support included recreation and troubleshooting issues with enterprise customers and their J2EE applications.Noted Accomplishments:• Recreated all lab machines, drastically reducing recreating and troubleshooting time by 70%.• Created VMWare ESX server environment for the team to install Tivoli monitoring agents.• Facilitated extensive training to a team of 12+ engineers to provide support regarding Tivoli products.• Identified techniques to enhance customer support services through development of regular products.
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Websphere Pervasive ComputingIbm 2000 - 2006Armonk, New York, Ny, Us• Developed and implemented the process of holding regular support team meetings with the development team for general training, enhancing working relationships, and technical skill building.• Mentored and trained new team members in products and services.• Collaborated with cross-functional teams to resolve critical customer situations; often called in to resolve the most complex cases -
Quality Control Process AdvocateIbm 1998 - 2000Armonk, New York, Ny, Us• Trained and consistently monitored over 10 technicians who became the top call takers in their groups, increasing their scores by an average of 20 points. This increased the total effectiveness of the group by 6 points in 5 months. • Analyzed performance data to identify training needs and trends for the call center. Developed recommendations and action plans to increase call quality.• Organized bi-monthly recognition/celebration for technicians receiving outstanding call or quality commitment awards. This included contacting the technicians’ managers and team leaders and arranging for all teams and peers in the area to attend the formal presentation.
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Lead/Senior Mobiles Product SpecialistIbm 1997 - 1998Armonk, New York, Ny, Us• Served as the area specialist for the Mobiles team. Worked with external customers to provide solutions involving network card integration with laptop computers.• Provided Mobiles problem resolution guidance to other team product specialists. • Maintained a closed-loop process with development to ensure customer problems/issues were escalated and resolved in a timely fashion
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Senior Network Hardware Product SpecialistIbm 1996 - 1997Armonk, New York, Ny, Us• Developed operating solutions improving network hardware product and laptop interaction.• Designed and implemented a data chart displaying all IBM laptops and cardbus support, helping to expedite the determination of cards and drivers to support the customer base.• Served as a mentor to over 15 team members and trained new employees in the network hardware department
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Customer Support RepresentativeIbm 1993 - 1996Armonk, New York, Ny, Us• Identified and resolved technical problems involving various operating systems and network operating systems with IBM network adapters, bridges, hubs, and routers. Problems included hardware in laptops, desktops, and servers.• Managed and resolved escalations from unsatisfied customers.• Served as acting supervisor during the holiday season. Supervised calls from over 1000 customers
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Aviation Electronics TechnicianUnited States Marine Corps Jun 1986 - Feb 1991Washington, Dc, Us• Maintained squadron readiness by providing support for the USMC fighter aircraft F-18A/B/C/D, while being exposed to hostile environments in the US and abroad.• Performed technical analysis as well as cable construction and removal/replacement of defective components in the aircraft radar system.• Coordinated and implemented the scheduled maintenance inspections of over 30 aircraft and the gear for 70 pilots. Squadron readiness increased by over 30% when parts were received and aircraft repaired
Adrian Reid Skills
Adrian Reid Education Details
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Institute For Veterans And Military Families - IvmfComputer And Information Systems Security/Information Assurance -
East Carolina UniversityBusiness Education
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Ecpi UniversityComputer Electronics Technology
Frequently Asked Questions about Adrian Reid
What is Adrian Reid's role at the current company?
Adrian Reid's current role is ITSM Service Manager | Agile Methodology | IT Operations | Project Management | Team Development | Process Improvement.
What is Adrian Reid's email address?
Adrian Reid's email address is ar****@****ife.com
What is Adrian Reid's direct phone number?
Adrian Reid's direct phone number is +191960*****
What schools did Adrian Reid attend?
Adrian Reid attended Institute For Veterans And Military Families - Ivmf, East Carolina University, Ecpi University.
What are some of Adrian Reid's interests?
Adrian Reid has interest in Children, Economic Empowerment, Civil Rights And Social Action, Education, Environment, Poverty Alleviation, Science And Technology, Disaster And Humanitarian Relief, Human Rights, Arts And Culture.
What skills is Adrian Reid known for?
Adrian Reid has skills like Customer Support, Vmware Vsphere, Operating Systems, Ibm Tivoli, Vmware, Problem Solving, Root Cause Problem Solving, Escalation Resolution, Employee Training, Coaching, Presentation Skills, Vmware Esx.
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