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• Responsible for new store openings’ IT equipment including procuring and configuring devices for payments and networking equipment

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•Collaborated with Customer Success Managers to find the best solution for enterprise clients•Verified bugs and escalated write-ups to the product team when encountered during advanced troubleshooting

•Spearheaded a 50% reduction in mobile costs through audits and retired outdated mobile devices in Apple Business Manager•Automated simple redundant workflows using Powershell scripts•Managed company wide fleet of workstations and mobile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•Deployed device set using Windows image through MDT for onboarding and off-boarding employees•Performed minor network and infrastructure troubleshooting involving BIX and patch panels

• 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• Mentored peers through shadowing and fearless feedback

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