Ken Lam

Service Delivery Manager at The Syscomm Group Inc.
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Contact Information
us****@****om
(386) 825-5501
Location
Markham, Ontario, Canada, CA
Languages
  • English Full professional proficiency
  • Cantonese Native or bilingual proficiency
  • Mandarin Full professional proficiency
Skills

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Raphael Chow CIM® DMS® FCSI®

Ken has been a great friend of mine for years. He not only care for his friends, but he strives for success in all works. For instance, he has been hired as a teacher for Seneca College while he is a University student. He also has great patience in dealing with computer systems. I would definitely recommend him for his professionalism.

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Credentials

  • Administering Windows Server 2012
    Microsoft
    Dec, 2014
    - Nov, 2024
  • Installing and Configuring Windows Server 2012
    Microsoft
    Dec, 2014
    - Nov, 2024
  • Certificate of Completion of Oracle 9i Database Fundamentals
    Seneca College
    Apr, 2006
    - Nov, 2024
  • Certificate of Completion of Introduction to Oracle 9i: SQL
    Seneca College
    Aug, 2005
    - Nov, 2024

Experience

  • The Syscomm Group Inc.
    • Canada
    • Computer and Network Security
    • 1 - 100 Employee
    • Service Delivery Manager
      • Dec 2022 - Present

      - Resume roles and responsibilities as of Technical Account Manager- Managing service desk and client installation team members- Develop internal process to better improve customer service / call complete response times- Schedule day-to-day onsite installs and executed to the client's satisfaction- Manage and monitor staff and resources required to maintain service levels that our clients have come to expect- Maintaining proper staffing levels and evaluating present staff and meeting with team members- Review staffs performance regularly and provide training for staffs as required / per staff interests- Work with networking and operation teams to make sure projects are completed within timeline, budgets and most importantly clients satisfactions Show less

    • Technical Account Manager
      • Jul 2017 - Dec 2022

      • Continue to manage clients on the technical side but greater on the business development perspective• Responsible for communicating with client management to better understand their needs• Act in sales and solution role which includes designing business solutions with quoting and upgrades• Expert in licensing requirement / assignment, quoting, purchasing, vendor setup and implementations• Deal with distributors, vendors and manufacturers directly regarding purchases, upgrades and returns • Perform purchasing duties for internal and external clients to meet business needs moving forward• Oversee work delegation and allocation, including ticket resolution and best in class service delivery• Project management, budget, lead projects and planning activities, setup and delegate team project plans, follow up and involve within to keep progress right on track in order to meet deadline• Develop and support a documentation repository for I.T. policies, standard procedures and technical work instructions to improve client satisfaction• Work with accounting with invoicing enquiries and services / licenses needed to be included• Partner with senior technical team to address client concerns and escalations• Responsible for assisting in the service side of business and keep client service levels at our expectations• Manage CRM (AutoTask) configurations, documentations and contracts, sync with vendors• Network improvements (existing or new onboarding) and vendor solution reviews• New / potentials client onboarding procedures, tailor-made contracts and proposals to better suit customer needs and increase security / productivity• Head of shipment department, manages incoming and outgoing inventories• Maintain staffing levels by recruiting, onboarding and training team members• Manage service Desk queues, respond times, handle escalations and office coverage• Staff assignment and assistance with account management• Client Cyber security projects and upgrades Show less

    • Network Analyst
      • Nov 2012 - Jun 2017

      • Understand, install, test, maintain and troubleshoot 3rd party software. Upgrade, troubleshoot and support to keep business as front runners• Create, maintain and manage disaster recovery of client servers regularly• Perform onsite / offsite analysis, diagnosis, resolution of issues, implement, and recommend solutions• Experienced in hardware maintenance, RMA, upgrade and replacement• Setup, provision and configure network devices such as printers, switches, firewall and access points• Setup network attached storage such as QNAP, NAS, SYNOLOGY plus offsite backups• Experienced in cleaning up un-wanted software / files and remove virus / spyware• Perform onsite workstation or server installation with customized setup prior• Prepare, install, migrate and upgrade servers for small to medium-sized business environment• Concentrated on hands-on experience, recommendation, scheduling and performing network improvements, upgrades and repairs• Arrange and schedule for site moving, provide suggestions and network solutions to minimize down time• Setup, configure, schedule and troubleshoot cloud node backup, restore files. folders and servers with virtualization as disaster recovery• Experienced in Office365 setup and configuration, web portal exchange management• Cloud management portal platform such as MaxBackup, GFI Management, Webroot, Unifi, Meraki• Recommend and suggest appropriate upgrades by quoting and purchasing equipments Show less

  • Com Computer Inc
    • North York, Ontario, Canada
    • Technical Support / Network Administrator
      • Jan 2010 - Aug 2012

      • Update firmware and drivers of varies hardware peripherals • Support, analyze and troubleshoot client’s problem through remote connections • Expert in testing varies software with detailed reports and apply to clients functionally • Resolve problems and answer enquiries from clients / customers via email and phone • Assemble customized workstations, install software and drivers as per requested • Setup remote support software on client machines and servers for ease of access • Monitor servers health and performance (Scheduled job and backup status) on a daily basis • Contact software and hardware support for further investigation in case of failures, compatibility problems and defective components • Experienced in cleaning up anti-virus and spyware with varies programs with backups • Competent with RAID management configurations • Migrate files, emails and user profiles from one network to another • Setup, prepare and customize user workstations with encryption software and backup / restore solution • Expert in Microsoft Exchange 2010, emails / mailbox accessibility and Outlook Web Access • Schedule and synchronize files and data between sites through VPN routing tunnel Key Project & Accomplishments • Migrated a network of 100+ users to a new network by upgrading from Windows Server 2003 to Windows Server 2008 R2 (Domain Controller and Exchange Server 2010) • Import and export files, user emails and profiles from old servers • Scheduled backup jobs to backup all servers / emails using third party software • Migrated user profile from one domain to another domain Show less

  • Seneca Polytechnic
    • Canada
    • Higher Education
    • 700 & Above Employee
    • Computer Laboratory Supervisor
      • Sep 2008 - Dec 2008

      • Prepare, evaluate and grade students’ lab work, assignments and papers • Troubleshoot computer workstations and peripheral equipments • Maintain student records and grades • Prepare and deliver lectures on specific and scheduled topics • Plan, evaluate, and revise curriculum, course content, and materials • Prepare, evaluate and grade students’ lab work, assignments and papers • Troubleshoot computer workstations and peripheral equipments • Maintain student records and grades • Prepare and deliver lectures on specific and scheduled topics • Plan, evaluate, and revise curriculum, course content, and materials

  • AIC Global Communication Inc
    • Scaraborough, Ontario, Canada
    • Telecom Technican
      • Feb 2007 - Mar 2008

      • Diagnosed and troubleshoot system problem from customer’s enquiries and feedbacks • Maintained network architecture and hardware configurations • Provided internal and external helpdesk, customer and PC network support • Maintained and set-up VoIP Adapter, database and application software • Diagnosed and troubleshoot system problem from customer’s enquiries and feedbacks • Maintained network architecture and hardware configurations • Provided internal and external helpdesk, customer and PC network support • Maintained and set-up VoIP Adapter, database and application software

  • Seneca Polytechnic
    • Canada
    • Higher Education
    • 700 & Above Employee
    • Computer Laboratory Assistant
      • Sep 2005 - Apr 2006

      • Answered and assisted students with PC and desktop application issues • Diagnosed system problem and performed hardware and software maintenance • Answered and assisted students with PC and desktop application issues • Diagnosed system problem and performed hardware and software maintenance

Education

  • York University
    Bachelor of Arts (B.A.), Information Technology
    2006 - 2009
  • Seneca College of Applied Arts and Technology
    Diploma, Computer Newtworking and Technical Support
    2004 - 2006

Community

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