Vincent Lam Email & Phone Number

Vancouver, BC, CA

• Automated new user account creation in Azure Active Directory using Power Automate, Freshdesk, and Forms
• Increased cybersecurity org-wide by rolling out multifactor authentication using conditional access in Azure
• Streamlined user access and permissions via Microsoft 365 Groups
• Audited Netsuite, Azure, and various SaaS licenses to reduce spending
• Implemented Freshdesk automations to reduce keystrokes when replying to users
• Deployed iOS and macOS devices using MosyleMDM for new store openings and new hires

Vancouver, British Columbia, Canada

• Using AppleScript, created automations to reduce downtime when reviewing multiple clients’ accounts
• Created and updated Zendesk workflows for routing incoming tickets to the correct queue and teams
• As a Product Liaison, communicated ongoing bugs and issue trends to Product Managers and incoming changes for my specific portfolios (Plan and Create, Mobile, and Product Infrastructure) to my team and Tier 1
• Grew the internal knowledge base by updating/creating new Confluence articles when encountering unexpected product issues
• Informed Tier 1 of current product outages, issues, and provided troubleshooting feedback for future improvement
• Diagnosed and differentiate product and non-product issues to deliver complete information to customers

• Spearheaded a 50% reduction in mobile costs through audits and retired outdated mobile devices in Apple Business Manager
• Automated simple redundant workflows using Powershell scripts
• Managed company wide fleet of workstations and mobile devices through Meraki MDM
• Authored and maintained technical documentation in Confluence for both internal and external customers
• Performed application service requests, hardware incident troubleshooting, and projects via in-person and remote sessions
• Administered user accounts through Active Directory, Google Admin, and Workday during troubleshooting

• Created a lesson plan on UI/UX and Github for students in China
• Prepared required materials: a Github repository with a simple webpage that Chinese students can modify and learn from
• Empowered students with Centralized Workflow and presented how it can be integrated and utilized
• Taught Chinese students about the importance of UI/UX design and testing

Richmond

• Successfully delivered over 1000 iOS and MacOS sessions at the Genius Bar
• Quickly assessed the customer support needs when they arrived
• Presented product diagnosis and provided potential solutions with confidence and composure
• Developed an efficient multitasking ability troubleshooting multiple devices
• Hosted a variety of Today at Apple sessions in multiple languages teaching attendees about the products
• Coached one-on-one sessions empowering customers to become independent by letting them learn by doing

Richmond

• Connected with and recommended customers a complete purchase solution
• Ranked in the top ten sales for consecutive quarters
• Upheld and preserved store visual standards
• Resolved weekly assigned visual tasks and maintained demo ISU devices
• Aided in overnights in complete store overhauls in preparation for new launches
• Flexible to fill in for various roles where needed such as Backstage, Forum, and Genius Bar

Richmond

• Lead a team of cast members and ensured all closing duties were performed up to standard
• Oversaw overall work efficiency and allocated duties amongst fellow cast members
• Dealt with guests' concerts as they arose

Richmond

• Chart out plans to visit residents of a specified residential areas
• Addressed any concerns of personal privacy and use of obtained information
• Analyzed authenticity of information provided
• Assisted family members in completing the necessary forms and ensuring accuracy