Carson Lai Email & Phone Number

Kowloon, Hong Kong

Hong Kong

- Developed and standardized processes for delivering customized IT support services to ensure efficient operations.- Led the delivery and sales of IT solutions, identifying customer training needs and helping design targeted training programs.- Acted as the key driver in enhancing both customer and Cisco’s internal operations, aligning IT service delivery.

Hong Kong

- Produced clear and comprehensive technical proposals that fully addressed customer requirements and business objectives.- Designed IT Service Management (ITSM) processes to help customers improve their IT SLAs and overall service efficiency.- Fostered strong relationships with clients, technical teams, and external contractors to ensure successful.

PCCW Tower

- Developed clear, cohesive technical proposals that aligned with customer requirements and business objectives.- Designed IT Service Management (ITSM) processes to enhance customers' IT SLAs, improving service reliability and efficiency.- Cultivated strong relationships with clients, technical teams, and external contractors to foster collaboration and.

Hong Kong

• Monitoring of company ICT systems included network equipment, VM infrastructure, IP phone system and Harmonic video testing lab of APAC offices (Hong Kong, Japan, India, China & Singapore)
• Managing a team of over 5 help desk support staff provide level 2 and VIP support of APAC offices.
• Strengthening the IT infrastructure through to implementing new technologies
• Manage the IT budgets and expenditure on hardware and software
• Management of server software and associated… Show more
• Management of server software and associated backup routines

Hong Kong

• Infrastructure revamp for mail routing and replication of Drainage Services Department, HKSARG
• Domino servers version upgrade from 6.5, 7.0 & 8.0 to 8.5 and performance tuning
• Confidential Mail System upgrade and revamp
• Develop Incident & Change management work flow base on ITIL for daily operation
• Revamp of IT Service Management process of help desk service base on ITIL.
• Infrastructure revamp of all email related servers based on VMWare 5.1 environment.

Hong Kong

• Managing IT projects and driving project team from start through to completion
• Translating business requirements into technical requirements
• Work with sales team and partners to prepare RFIs/RFPs for project Tendering
• Monitoring project risks and scope creep to identify potential problems and proactively identifying solutions to address them in advance
• Managing client expectations by ensuring the delivery of the highest quality service
• Providing strategic… Show more

Hong Kong

• Manage email infrastructure migration project of Manulife with PMI/AGILE methodology and approach
• Lotus Domino, Lotus Notes & BlackBerry with >8,000 user central support in Manulife Asia Division countries;
• Domino server installation, user migration and configuration;
• Performance monitoring and daily activity report
• Provide 2nd tier help desk service base on ITIL process includes Incident, change and configuration management.
• Providing technical support via… Show more

Hong Kong

• Lotus Domino & Lotus Notes central support for >20,000 users for all 72 Shangri-La hotels;
• Provide 2nd tier help desk service base on ITIL process includes Incident, change and configuration management.
• Responsible for diagnosing & resolving hardware, software & end users problems
• Developing the infrastructure and systems to meet the companies needs
• Working within a TCP/IP network environment, including DHCP, DNS and Ethernet
• Involved in the rollout of software… Show more

Master’S Degree, Msc Information Systems Management

Bachelor’S Degree, Information Technology And Business Information Systems