Andrew Lam Email & Phone Number

San Jose, California, United States

➢ Design case management system (NetSuite) structure for accurate and effective ticketing and tracking➢ Create and present weekly/monthly Customer Support metrics for various management team to focus on product/component and pain points➢ Collaborate with Marketing/PR and Design team to revise Support website layout and content➢ Collaborate with Development team to provide customer feedback and bug follow-up➢ Create documentation, knowledge base, and troubleshooting guide for runbook procedure ➢ Manage projects – internal/employee ordering system for product request➢ Outline workflow diagram for product use-cases➢ Product lead for on-site inventory management implementation➢ Lead and test potential alternate ticketing systems – Service Now, Zendesk, Remedy➢ Customer success management - Maintaine customer relationship – through NetSuite➢ Bug tracking – JIRA - Identifying, logging, and closing product bugs

➢ Outlined and diagramed individual customer infrastructure for auditing of migration, capacity planning and sales ➢ First response to join priority 1 for incident management and troubleshooting➢ Maintained and manage infrastructure monitoring initiative by providing documentation and training➢ SSL Certificate server management initiative to streamline processes and improve documentation and training➢ Trend analysis – Thruk /Nagios, Graphite, and New Relic ➢ Provided Testing and feedback for custom DevOps tools➢ Defined user roles, access, and tasks for security auditing/compliance and engineering development for tools/improvements➢ Worked with developers to deploy routine code releases and hot fixes as well as ad-hoc configuration➢ Collaborated with developers, DevOps, and management to provide customers with detailed RCA➢ Maintained all customer technical resources for maintenance and outage alert notifications ➢ Utilized network, OS, and product-specific tools to diagnose technical issues➢ Provided end-to-end customer support for all aspects of API product➢ Provisioning of environment and instances for on-boarding new customers ➢ Managed and maintain health team ticket queue

➢ Deployed product code bi-weekly to production/non-production environments across various products➢ SSL Certification server management/installation➢ DNS management/troubleshooting➢ Collaborated with DevOps and Product Support Engineers on a daily basis➢ Troubleshoot all production and non-production incidents➢ Provisioned user accounts for access to various environments➢ Decommissioned non-production/production servers, environments, and customers➢ Maintained the stability and health of 4000+ AWS EC2 instances via alerts, monitoring, and tickets➢ Horizontal and vertical scaling instances for customer capacity planning on Amazon Web Services➢ Detailed management of customer tickets via SalesForce

Redwood City, Ca

• Provide technical support for Genentech and Roche end users on multiple platforms: Mac OSX, Windows XP/7, iPhone/iPad, Blackberry• Provide first level support for multiple enterprise applications including: Google Applications (Gmail, Calendar, Drive) , Microsoft Office Suite 2010/2011, Internet Browsers (IE, Firefox, Safari, Chrome), as well as department specific specialized applications• Remotely support mobile users using remote management tools (i.e. WebEx, Bomgar)• Create and update detailed tickets with Remedy, as well as manage the classification, assignment, tracking, and completion of requests• Adherence to problem management policies, ensure resolutions are consistent with standards and do not introduce additional conflicts• Identify and implement innovative solutions for customers• Escalate unresolved issues to appropriate level 2 and level 3 groups

• Operate, monitor, install, and repair a wide variety of information systems equipment and software• Cloning and deploying PCs with preferred profile and network settings • Efficiently back-up servers on a weekly basis • Monitor status of Laboratory and Hospital Information Systems’ interface • Review and log information to be data entered in order to control input and output to the system• Observe on-going system operations and other peripheral/auxiliary devices to ensure efficient operation • Troubleshoot systems, system peripherals, and associated equipment• Maintain end user profile stability using Active Directory• IS help desk