Sylvia Lam Email & Phone Number

Rosemead, California

Worked cross-functionally with matrixed teams to manage service delivery of Monitoring and Event Management solution to outsourced clients.• Met and often exceeded client expectation and satisfaction targets by executing wide range of service delivery portfolio offerings for multiple commercial accounts and improving systems availability with minimal downtime for customers.• Achieved customer SLAs and minimized financial penalty by acting as escalation point to liaise with customer executives and internal teams, resolve major incidents with minimal disruption to work flow and rapidly restore services.• Closed gaps between client requirements and system deployment by implementing innovative enhancements and promoting value-added service delivery.• Led technical team to implement defect prevention after completing quality root cause analysis reports for 10+ major incidents and presenting results to executives.

Rosemead, California

Supervised a newly formed team of 15+ systems engineers with emphasis on client satisfaction. Served as key contact for assigned accounts on problem resolution and quality improvement for Monitoring and Event Management service line.• Defined charter for new job roles and guided team through onboarding, cross-training, and building collaborative team environment. • Educated team members on translating client business challenges into comprehensive technical solutions by streamlining processes and instructions for requirement gathering and analysis.• Automated billing for Application Performance Management rated service by analyzing requirement, designing solution, and guiding developer through coding, testing, and deployment.• Coached and mentored 6 protégés in obtaining IT Specialist certifications.

Rosemead, California

Managed design and deployment of customized end to end Monitoring solution to acquired commercial accounts. • Built and established over 20+ commercial accounts with end to end Monitoring solution by cross-training several newly transitioned IBMers from outsourced contracts and ensuring deliverables and deadlines were consistently met. • Saved a highly visible troubled transition by completing seamless solution deployment in 3 months through accelerated schedule per Vice President mandate.• Rescued a troubled transition by traveling to client site with 2 days notice to assess situation and deploy Monitoring infrastructure within 6 months, working overtime to avoid penalty to IBM.• Commended by Vice President and General Manager of IBM Technology Delivery Americas for turning around a dissatisfied valued customer by stepping in to translate business challenges into a viable solution and complete deployment during last 3 months of a 1-year transition project.

Long Beach, California

Led team of 10+ subject matter experts to deliver implementation and steady state support for Helpdesk Management toolset, Monitoring, and Software Distribution application product suite for outsourced commercial contracts. • Defined standardization for tool configuration and developed over 100 operational processes/procedures to conform to ISO9001 compliance which passed internal and external audits.

Torrance, California

Appointed as team lead to deliver UNIX servers and workstations support services to engineering department at a commercial account.

Norwalk, California

Served as primary technical resource for several major commercial accounts and acted as advisory resource to client executives and IBM management, including local assistance on problem diagnosis and resolution.

Los Angeles, California

Designed and developed application routing component of Communication Front End prototype to provide single interface to backend transaction subsystems CICS and IMS.

Tucson, Arizona

Provided remote problem diagnostic assistance on Data Facility Hierarchical Storage Manager product to client and IBM field personnel. Developed program code to correct reported defects.