James Ray
Ewing,NJ
Summary
With over a decade of professional experience, my tenure at Thomson Reuters has honed my core competencies in technical troubleshooting, customer satisfaction, cloud services, and API management. As the lead for intricate client ERP integrations and technical escalation within Thomson Reuters, I developed a robust skill set in diagnosing and remediating issues across Azure and AWS platforms. I am able to detail custom solutions in a way which targets my audience ranging from developer to end user. I'm excellent at communicating effectively and collaborating across teams to drive toward solutions for customers.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Support Engineer
Thomson Reuters
11.2021 - Current
- Lead collaboration with support teams of 3rd party integration partners
- Main escalation point for all technical client issues
- Establish/improve team support procedures
- Lead training sessions for junior engineers
- Support custom client ERP integration projects from planning through go live and beyond
- Support full suite of available APIs and built-in integrations
- Deploy applications and manage access through API gateway
- Diagnose and remediate technical issues with Azure cloud-based software, providing workarounds and escalating when appropriate
- Determine need for and manage escalations of client issues to internal teams
- Facilitate SSO connections and IDP migrations.
Senior Support Engineer
Thomson Reuters
01.2020 - Current
- Escalation point for all technical client cases
- Lead training sessions for junior engineers
- Escalate to and collaborate with internal teams to resolve system issues
- Diagnose/resolve issues for Citrix and AWS hosted software, providing workarounds and managing escalations when appropriate
- Provision Client Application Containers and databases
- Assist with installations of prerequisite software
- Assist with setup of and troubleshooting of APIs.
Support Advisory Board
Thomson Reuters
06.2021 - 11.2022
- Assist with identifying strengths and pain points with support processes (internal and external)
- Suggest possible solutions and improvements in support processes
- Lobby for development/implementation of new processes and improvements.
Support Engineer
Thomson Reuters
11.2019 - 11.2021
- Facilitate SSO connections and IDP migrations
- Address/remediate issues with Azure cloud-based software, providing workarounds and managing escalations when appropriate
- Support custom client ERP integration projects from planning through go live and beyond
- Support full suite of available APIs and built-in integrations.
Support Engineer
Thomson Reuters
11.2016 - 01.2020
- Diagnose/resolve technical issues for Citrix-based and AWS hosted software, providing workarounds and managing escalations when appropriate
- Provision/upgrade client application containers and databases
- Provision test environments for new application versions
- Support on-premises installations of client software.
Technical Analyst
Thomson Reuters
06.2012 - 11.2016
- Diagnose/resolve technical issues for Citrix-based software, providing workarounds and managing escalations when appropriate
- Provision/upgrade client application containers and databases
- Provision test environments for new application versions
- Support on-premises installations of client software.
Technical Support Intern
Thomson Reuters
05.2010 - 06.2012
- Upgrading client application containers and databases
- Creating and updating documentation within Knowledge Base
- Front line support for technical issues
- Assisting with ticket assignments
- Provisioning users and application instances for demos.
Data Center Contractor
CompuCom
01.2010 - 04.2010
- Remotely monitored various different servers using VPN
- Managed and maintained Autosys jobs
- Enter heat tickets when necessary.
Data Center Intern
Calyon Credit Agricole
05.2008 - 12.2008
- Managed job queues Net Backup
- Maintained tape library
- Managed user connections on various servers.
Education
Bachelor of Engineering in Computer Engineering -
Stevens Institute of Technology
Hoboken, NJ05.2012
Skills
- AWS
- SOAP/REST APIs
- JSON
- Azure
- SAML
- Active Directory
- IIS
- Oracle
- Code pipelines
- SAP
- Citrix
Certification
- AWS Certified Solutions Architect Professional, Amazon - November 2023
- AWS Certified Solutions Architect Associate, Amazon - January 2024
- Cisco Certified Network Associate, Cisco - May 2019(Expired)
Timeline
Senior Support Engineer
Thomson Reuters
11.2021 - Current
Support Advisory Board
Thomson Reuters
06.2021 - 11.2022
Senior Support Engineer
Thomson Reuters
01.2020 - Current
Support Engineer
Thomson Reuters
11.2019 - 11.2021
Support Engineer
Thomson Reuters
11.2016 - 01.2020
Technical Analyst
Thomson Reuters
06.2012 - 11.2016
Technical Support Intern
Thomson Reuters
05.2010 - 06.2012
Data Center Contractor
CompuCom
01.2010 - 04.2010
Data Center Intern
Calyon Credit Agricole
05.2008 - 12.2008
Bachelor of Engineering in Computer Engineering -
Stevens Institute of Technology