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 with business goals.- Managed customer-facing projects and service improvements, ensuring alignment with the client’s business… Show more - 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 with business goals.- Managed customer-facing projects and service improvements, ensuring alignment with the client’s business functions and culture.- Established strong relationships with customer management, serving as the main point of contact for operational issues and IT service escalations.- Coordinated technical needs and represented customer priorities to Cisco’s post-sales support teams.- Conducted regular on-site visits to present operational performance, issue resolution progress, and service gap analyses.- Provided frequent updates on critical issues and facilitated weekly status calls, delivering comprehensive quarterly reports on IT service needs and improvements. Show less

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 project collaboration.- Mentored and guided junior consultants, enhancing their skills and expertise in IT service management.- Led… Show more - 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 project collaboration.- Mentored and guided junior consultants, enhancing their skills and expertise in IT service management.- Led IT projects from initiation to completion, ensuring timely delivery and alignment with project goals.- Took on the role of project manager post-sales, overseeing customer projects and ensuring smooth transitions from pre-sales to execution. Show less

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 ensure project success.- Provided mentorship and guidance to less experienced consultants, helping them grow their skills in ITSM… Show more - 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 ensure project success.- Provided mentorship and guidance to less experienced consultants, helping them grow their skills in ITSM and project management.- Led and managed IT projects from inception to completion, driving project teams to meet deadlines and deliver high-quality outcomes.- Acted as the project manager for customer projects post-sales, ensuring seamless transition from pre-sales to implementation. Show less

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 • 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 backup routines• Procurement of IT hardware, software and maintenance products & services Show less

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 • 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 direction during the implementation stages. Show less

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 • 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 helpdesk systems for a wide range of internal & external applications• Providing maintenance support and break-fix solutions Show less

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 • 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 updates and patches• Investigate specialist and complex IT support issues• Communicating with third party technical specialists• Configuring and managing backup & restore procedures• Responsible for allocating work to junior staff and induction training for new staff Show less

Master’S Degree, Msc Information Systems Management

Bachelor’S Degree, Information Technology And Business Information Systems