Gregory Lam Email & Phone Number

Vancouver, British Columbia, Canada

• Lead the Poly video support services readiness NPI team and represent Poly’s service organization in interactions with the product team to advocate service value & requirements
• Work across all service functional teams to understand the scope of service offers and deliverables to support new products
• Develop service readiness plan, drive, track and report to make sure the services organization is ready to support the new product and deliver the service offerings
• Manage product announcement, technical alerts and other internal communications related to the Product Services Group

Hong Kong

• PeopleCert certified trainer on ITIL® V3 & ITIL® 4 Foundation, part time evening

Hong Kong

• Drive pre-sales activities within the practices of cybersecurity, customer experience and digital workplace to existing and prospective clients
• Gather requirements and translate these into existing services within the Dimension Data offering or to build a specific value proposition for clients
• Work with client managers or services sales to identify and scope opportunities
• Assume a project lead role ensuring the implementation of service solutions within the client’s environment

Hong Kong

• Participate and coordinate with the project management office (PMO) in view of successful project delivery and eliminate roadblocks
• Manage the day-to-day operations according to contractual requirements on assigned accounts in region
• Monitor service level agreements to ensure compliance, ensure service levels are attained which includes managing key performance indicators (KPIs)
• Contribute to the global service plan and responsible for establishing and maintaining service improvement plans and continual service improvement (CSIs) roadmap in region

Hong Kong

• Manage the delivery of Avaya support services in accordance with contracted terms and nurture internal and external relationships
• Review and revise support cost model and service renewal pricing on assigned accounts
• Lead country and participate in global account service reviews, design and implement service improvement plans

Hong Kong

• Provide consultation to pre-sales on technical and support services
• Provide technical validation and recommendations to the Avaya professional services team on new installations
• Focal point for in-country services dispatch and technical escalations, responsible for in-country service spare kits inventory, usage and replenishment
• Lead and participate in critical account programs and manage high profile escalations
• Provide technical thought leadership sessions to partners

Hong Kong

• Provide project management, technical and field support on all Avaya greenfield installations
• Deliver proof of concepts to potential customers and assist in all partner setup on labs and demonstrations
• Lead onsite coordination and execution on projects and manage changes during implementation

Toronto, Ontario, Canada

• Provide field and implementation support on traditional or unified communications and data network
• Responsible for the success on installation of structured cabling to enable communication systems
• Part of the serviceability roster for emergency callouts

Toronto, Ontario, Canada

• Provide implementation and support on structure cabling solutions
• Assist in site surveys and the design of structured cabling solutions
• Provide onsite and remote support on traditional or unified communication systems
• Coordinate and schedule work and dispatch orders for the cabling technicians

Master’S Degree, Engineering Management

Bachelor’S Degree, Computer Science

Computer Engineering