Open to opportunities

Frederick Reid

@frederick

Message

Results-oriented IT leader driving service delivery, operations, and cloud transformation.

Trinidad and Tobago

Message

What I'm looking for

I seek leadership roles where I can drive operational excellence, cloud and service delivery transformation, mentor teams, and deliver measurable customer-focused outcomes.

I am a results-oriented IT leader with extensive experience in service delivery, cloud operations, and managed services, committed to operational excellence and driving strategic initiatives. I have led multi-geographic teams, improved service performance, and delivered programs that develop technical skills in youth and employees.

Throughout my career I have held senior roles including COO, Head of Service Operations, and Manager of Cloud Operations, and I bring proven strengths in IT strategy, ITIL-aligned processes, automation, and stakeholder collaboration to achieve measurable improvements in customer satisfaction and operational health.

Experience

Work history, roles, and key accomplishments

Current

Chief Operating Officer

Current

Wam

Nov 2022 - Present (2 years 11 months)

Oversee day-to-day company operations and partner with the CEO to set vision and strategy, improving employee productivity and operational performance across the organization.

Operations Management Strategic Planning Productivity Performance Management Process Improvement Stakeholder Management Leadership

Current

MVP Program Lead

Current

Zed Labs

Aug 2021 - Present (4 years 2 months)

Develop and deliver educational content for an MVP program that builds youth skills in design and coding, overseeing curriculum and program delivery.

Program Development Curriculum Design UX Design Project Coordination

Manager, Technology

GeoDiscover

Oct 2017 - Nov 2022 (5 years 1 month)

Led technology initiatives including development and delivery of technical solutions to support company objectives and operational needs.

IT strategy Technology Leadership Project Management Vendor Management IT Operations

Regulatory Researcher

Wam

Sep 2021 - Oct 2022 (1 year 1 month)

Conducted regulatory research for emerging fintech companies to inform compliance strategies and support market entry decisions.

Policy Analysis Report Writing Stakeholder Engagement Risk Assessment

Head of Service Operations

Digicel Group

Jan 2020 - Mar 2021 (1 year 2 months)

Led customer support operations to ensure service levels and network reliability, managing multi-level, multi-geographic service centers to improve customer satisfaction.

Service Operations Customer Support SLA Management Incident Management Team Leadership

Manager, Cloud Operations

Fujitsu Caribbean

Dec 2017 - Aug 2019 (1 year 8 months)

Drove operational excellence and growth initiatives for cloud platforms, implementing KPIs and automation to improve operational health and service performance.

Cloud Operations Automation Performance Monitoring KPI Tracking Operational Excellence

Delivery Executive, Shared Services

Fujitsu Caribbean

Apr 2017 - Dec 2017 (8 months)

Managed operations for MIS contracted services, focusing on client satisfaction, profitability, and growth/retention of service contracts.

Service Delivery Client Management Contract Management MIS Account Management

VP, Data Centre & Infrastructure Services

Fujitsu Caribbean

Oct 2015 - Mar 2017 (1 year 5 months)

Led data centre and remote infrastructure management operations, supporting service and solution sales while maintaining service performance and risk management.

Data Centre Management Infrastructure Operations Infrastructure Management Risk Management

Manager, Reactive Management Services

Fujitsu Caribbean

Sep 2011 - Sep 2015 (4 years)

Managed ITIL-aligned reactive services including incident, problem, change and release management as well as service request fulfillment to improve operational responsiveness.

ITIL Incident Management Problem Management Change Management Team Leadership

Technical Team Leader, Ops Monitoring

Fujitsu Caribbean

May 2010 - Sep 2011 (1 year 4 months)

Planned and executed consolidation of regional remote monitoring services and developed operational process frameworks to support 24x7 service operations.

Monitoring Process Frameworks Plan Operation Remote Monitoring

Technical Team Leader, Remote Infrastructure

Fujitsu Caribbean

Jul 2008 - Apr 2010 (1 year 9 months)

Led remote managed desktop services initiative, overseeing day-to-day operations including configuration, change management and service optimisation.

Configuration Management Change Management Service Optimisation Team Leadership

Service Delivery Manager

CommNett Caribbean Limited

Jan 2006 - Jun 2008 (2 years 5 months)

Responsible for end-to-end IT service fulfilment, team development of system engineers, and vendor process improvements to optimize hardware repair lifecycles.

Service Delivery Vendor Management Process Improvement IT Support