Daniel Lai Email & Phone Number

- Admin level of provisioning and managing client user profiles throughWindows Active Directory and other RBAC-based controls following PCI-DSS and SOC2 standards.- Lead technical discussions with multiple projects with small teams (4-5resources from Application Development, QA including project manager)regarding customer deployment/ additions/ upgrades foruser/system/telephony based requirements, high-level solution design andconfiguration of customer's specific customizations by using waterfallapproach.- Provision pools, applications and endpoints in Skype for Business, publishcontact center applications through Citrix Studio.- Experience in configuring web platform by utilizing web technologies suchas: HTML, IIS Web Services, XML, Java Scripting.- Experience in configuring load balancer tool such as A10, Radware AlteonLoad Balancer to support redundant active/active applications using GUIand CLI interfaces.- Work with software development team on reported errors and bugs onnewly released software and assist in deployment of release fixes.- Work with customers to integrate SSO (Single Sign On) into their contactcenter solution using Azure AD application.

- Collaborated with service providers to locate replacement components and resolve advanced problems.- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.- Patched software and installed new versions to eliminate security problems and protect data.- Troubleshoot issues in contact center solution and advised customers on appropriate action or redirect problems to appropriate resources.- Utilized ticketing software, RemedyForce, and execute ticket management processes toward successful resolutions- Provided continued maintenance and development of bug fixes and patch sets for existing web applications.- Managed SolarWinds Monitoring tool specifically for Toronto, Chicago and Montreal Data Centers, using both built-in features to alert and advise directly to department head and system administrator.

- Provided first level support to internal staffs.- Made initial assessment of requests, attempting to resolve them or escalate them to 2nd tier support personnel, based on agreed upon service levels.- Created and managed Active Directory accounts.- Removed malware, ransomware and other threats from laptops and desktop systems.- Installed/upgraded/re-imaged Microsoft OS, software on desktops and laptops.- Performed root cause analysis and general troubleshooting.