Cindy Reid Email & Phone Number

Ontario, Canada

Partner Success Manager at Connectwise. Helping Partners get the most value from their ConnectWise Products through product mentoring, product Health Checks and Service Leadership Insights.

Kingston, Ontario

Music production project planning and management.Web and social media creation/maintenanceHerding cats

Kingston, Ontario

Implement Connectwise into the organization to change all aspects of the way the MSP manages the businessIntroduce continuous improvement best practices into the organizationManage multiple concurrent projects with a goal to provide best in class executionManage the Foodtastic customer service team. Develop reporting using BrightGauge. Configure Foodtastic Connectwise instance the brands we supportMaintain the Connectwise environment and provide support to internal usersComplete month end and accounting functions. Maintaining agreements, billing and reconciliationsStandardize employee on boarding and training practices

Kingston, Ontario, Canada

Directed and coached 16 System Developers, 3 QA’s, 4 BA’s and 3rd level support staff. Managed IT’s corporate and shared service relationships with business units and PM’s. Delivered projects and oversaw work items through JIRA. Attended all root cause discoveries and Change Control Board meetings.Eliminated CRM backlog and facilitated new integrations, recommending alternative business solutions, avoiding external contract spends, and improving CRM performance and functionalityPromoted, shared, and utilized JIRA by allocating work assignments and resources. Drove development forward by introducing continuous improvements, including accelerating tax slip processing. Eliminated Single Points of Knowledge by partnering with developers, replacing old unsupported systems, upgrading software versions and ensuring repeatable processes were documented and tested.Brokered and managed key relationships with software vendors, participating in vendor selection and creation of SOW. Championed unsupported print software replacement with Xpertdoc’s by researching and completing business case. Pioneered OnBase upgrade and managed project scope, mitigating organization risk while reducing incidents.Drove continuous improvement initiatives, closing support incidents in 10 days and moving day 2 items to JIRA backlog for future prioritization.Slashed fraud payments and avoided $100K within 1st month by implementing finance system improvements with a focus on Positive Pay model.

Mississauga Or Gta Area

• Manage IT ‘s relationships with the business units to plan and deliver projects• Manage technology vendor relationships• Effectively provided leadership to eight development and support staff. The environment consists primarily of Microsoft and SQL with a Java/JBoss web front end. The primary application is a 3rd party system from Univeris for processing Mutual Fund trades and managing the adviser/client assets.• Provided PM services for many small projects and the recent implementation of Microsoft CRM to all business units. Responsible for managing 2 major and 4 minor upgrades of our 3rd party trading system. • Currently replacementing of the front end web system utilizing Jahia (Digital Factory).• Implemented SSRS as a standard reporting platform for all business units.

Mississauga, Ontario

• Effectively provided leadership to four managers supporting 45 development staff. Development followed SDLC and agile and covered Java EE, .Net, Weblogics services, C and C#, SQL, Cognos, Crystal Reports, SSRS and COBOL on VMWARE, Citrix and standalone platforms.• Provided PM services and ensured technical success for several concurrent initiatives by providing business and technical guidance. Active projects consisted of a 5 year $40M project, 2 year $20M project and 30+ additional projects ranging from $5,000 to $250,000• Worked with external software vendors to ensure SLA’s were met, application enhancements were delivered on time and met requirements and the vendor’s application roadmap was in alignment with future objectives.• Collaborated with various business units to understand issues and opportunities and where appropriate implement enabling technology solutions to resolve• Provided strategic direction and best practice principles to encourage growth in a sustainable environment• Ensured project deliverables and 3rd level support commitments are met by managing resource supply, adjusting work packages and utilizing agile development• Evaluated intake requests to ensure staffing meets future demand. Developed standard resource management methodology. • Set standards and developed processes for consistency across the development teams in share and reuse methodologies, code review, time tracking and documentation standards and storage• Responsible for ensuring processes were developed and in place to allow the team meet governance standards – passed internal development audit in July 2012• Worked with network, infrastructure, DBA and support to troubleshoot/resolve issues

Mississauga, Ontario

• Managed a team of 9 developers (Java, .Net, C#, C++, PC Cobol), QA’s (Mercury Quality Centre, Loadrunner) and BA’s (Sharepoint) augmented by contract resources to meet project timelines, quality deliverables and personal goals• Provided PM services by developing the technical requirements, timelines, budget and work packages for major projects (project budget of $40 million for ABM Envelope Processing Replacement) and many other large and small change requests serving both internal and external clients.• Managed external vendors (NCR, Carreker, Giesecke & Devrient) to ensure deliverables met requirements and passed successful testing.• Cooperated with external banks and credit unions to map end to end business processes and identify opportunities for improvement.• Designed and implemented the concept of Client Integrated Testing at the vendor site using CIBC test scripts to reduce variances uncovered in SIT. • Respond to RFP’s and participate in SOW and contract creation• Collaborated with business and product groups to develop a technology roadmap and set priorities

Mississauga, Ontario

• Provided PM services by developing the technical requirements, timelines, budget and work packages for concurrent projects Developed strong working relationships with clients, business partners and peers to ensure project success.• Collaborated with resource managers in development, testing, support, network, database and infrastructure to ensure milestones are met and developed creative alternatives when roadblocks were encountered • Completed all project documentation requirements following CIBC’s Enterprise Delivery Methodology• Developed detailed technical project plans and work packages and managed the projects to completion on time and on budget

Mississauga, Ontario

• Provided creative application solution designs for internal and external change requests and major projects• Delivered PM services by developing detailed technical project plans, technology costs estimates and work packages based on the designed solution and provided the project leadership and technical project management to accomplish tasks on time and on budget• Collaborated with resource managers in development, testing, support, network, database and infrastructure to ensure milestones are met and developed creative alternatives when roadblocks were encountered

North York, Ontario

• Productively managed a team of 3 managers with 20+ staff responsible for databases (Oracle & Sybase), Billing (IBM and internal development) and Customer Service systems (Siebel) along with third party vendors - EDS – for operations and hardware support to ensure SLA’s were met and product roadmap was in alignment with Sprint’s business objectives• Improved customer service by reducing the amount of daily trouble tickets by 50%. Achieved by focusing on end-to-end services instead of isolated applications and systems and promoting a proactive culture.• Successfully led cross functional teams to understand and document business services and created a committee to identify recurring problems with the goal of providing tactical, monitoring and permanent application fixes.• Changed the department’s culture from reactive to proactive – with a goal of a predictive environment by providing a consistent message in both direction and actions during all project cycles.• Chaired a task force with external vendors (Siebel, Microsoft, Sybase, EDS) and internal resources to determine the underlying problems with the core CRM systems and address the issues• Successfully provided technical project management for the development work packages and assisted the PMO to develop the Operational Acceptance and Implementation plans.

Mississauga, Ontario

• Successfully managed the Canadian region IT organization consisting of 10 locations and 700 managed customer premise systems with a budget of less than 3% of revenue – the global average was 15%. This was accomplished through continuous process improvements in operations and effective use of development resources and methodologies.• Managed a team of 10 operators, developers (RPGII, Unix scripting) & DBA’s (Informix), network (Datapac, Cisco), testers and system support (IBM S36, HPUX, SCO Unix, Windows) personnel responsible for Package Tracking Systems, Customer Services, Customer Premise Systems, Billing, Canada Customs interfaces and Credit & Collections systems.• Effectively provided complete project management services for all IT initiatives – trained in Prince II• Created a step by step sales tool for onboarding clients and installing the Customer Premise system. The systems provided a powerful barrier to entry in the courier market and improved customer retention. The software upgrades and PC maintenance tasks provided the sales force with client interaction opportunities.• Developed departmental efficiencies and successful relationships with suppliers and outsource partners achieving $500K cost reductions.• Successful completion of a Unix system transition to the global standard. This provided additional functionality to internal staff, additional products and services to the customers and provided the bases to optimize global development efforts. The business never experienced a negative impact and Canada became the first region to implement most global applications.• Represented Canada on several international initiatives including global billing, operations and Y2K business preparedness and recovery team.• Successfully transitioned I.T. systems and services to a new US Data Centre. The project was completed on time and with no business impact even though knowledge transfer was the prime success factor.

Mba, Exec Mba, 3.41

2 year Executive MBA

Lean Six Sigma Green Belt And Lean Enterprise 2017, 90%

Csc