Hon Lai Ling Email & Phone Number

Hong Kong SAR

• Manage and coordinate among stakeholders on system contingency planning and operations drill execution results
• Engage in the project development cycle of IT project teams on improving the system monitoring capability and incident handling workflow
• Establish and maintain standards, procedures and automated tools for IT operational knowledge management
• Develop operations and maintenance requirements for the production systems and services
• Build and maintain the operational dashboards to support decision making of IT Operations
• Manage in-sourced contractor’s tasks and performance

Hong Kong SAR

• Coordinated with different client stakeholders to keep responsibilities and goals aligned and ensure all parties are working together as a team.
• Achieved consistently high customer satisfaction on Projects
• Resolve complex technical, process, configuration issues to ensure Projects' success
• Skills in managing complex issues, working independently and overcoming unexpected problems/situations.
• Good communications, getting results from internal and external resources, teamwork, taking responsibility, and the ability to change/improve processes and find solutions. Projects ExperienceProject: Global Aura 8.
• Provide hardening service for over 200 servers across 7 countries. Weekly report hardening andvulnerability status, help to research, develop and recommendation on each vulnerability.Communicate between Avaya product.

Hong Kong SAR

• Responsible for the availability of services at all times and ensure team’s focus is on recovering the service first before getting into problem management. Be familiar with the level 1 & level 2 recoveries of the.
• Responsible for adherence to documented processes and procedures and risk mitigation efforts as well as ensuring operation readiness for day2 maintenance support purpose
• Implement the correct monitoring of the production environment including health check, problem detection, and follow up in order to prevent and limit service impact from problems occurrence. Provide excellent round the.
• Implement the initiatives and projects within the agreed timeframe
• Provide correct handover of operations between global sites including complete and up-to-date status of ongoing works or problems. Ensure timely and complete escalation in situations where escalation is necessary
• Review the recommendation and suggestion from IT and validate the steps and fallback procedures are intact before implementation and suggest verification steps upon completion so that the availability, reliability and.

Hong Kong

- responsible of providing post sales support of hardware systems, and application for customers which utilize Avaya telephony systems.- responsible for change management, incident management, RMS management, security management, technology and operation support in worldwide financial institution.- support areas covering Avaya Product: CTI, AES, AIR, VP.

• Suppliers selection and operation management
• Inventory management and control
• Provides direct supervision of 2 support engineers responsible for providing daily network, database, telephony and operation support
• Monitor operations and provides direction on all hardware and software acquisition.

- responsible of supporting IT and telephony operations of call centers with over 300+ agents- inventory management and control- suggest cost effective and technical solution to management to carry out system related initiatives- suppliers selection and operation management

• Setup network, workstations hardware and software under Novell 4.0, Pathwork version 5.1 and 6.0 environment
• Provide software support to payroll, legal, and secretarial information systems
• Configure, organize and maintain network resources and documentation
• Migrate the company’s computer systems from VAX host-based system to client server architecture running Novell 4.0 and window workstation

Master Of Computer Science, Computer Science

Master Degree of Computer Science

Bachelor Of Science & Bachelor Of Commerce, Computer Science, Accounting

Achievement: - Dean’s list and graduated with Cum Laude