Steve Lam Hang

Steve Lam Hang  new_releases

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Technical Support Manager
Quebec, Canada

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Résumé


Jobs verified_user 15% verified
  • Randstad
    Technical Support Manager
    Randstad
    Feb 2017 - Current (8 years 4 months)
    • Helping the company evolve into a virtual corporation allowing our employees the ability to work from home • Lead a team of help desk technicians split between Montreal and Toronto • Coach, mentor and develop team members skills • Guide team in a direction to provide superior customer service • Develop and maintain technical support processes and standard operating procedures (SOPs) • Develop and create knowledge base articles • Research new technologies to enhance technical user experience across the company • Work closely with multiple departments to break silos and take the company in new directions acting as a key stakeholder and a focal point for many departments • Perform quality assurance on all aspects of the technical support dep
  • G
    Senior Support Technician / Product Specialist
    Global Vision Inc.
    Feb 2016 - Feb 2017 (1 year 1 month)
    Canada AWARDS & ACCOMPLISHMENTS ● Among my existing Senior Support Technician / Software Implementation Specialist duties I am
  • G
    Senior Support Technician / Implementation Consultant verified_user Verified experience
    Global Vision Inc.
    Dec 2012 - Feb 2016 (3 years 3 months)
    Canada
  • G
    Support Technician
    Global Vision Inc.
    Sep 2011 - Dec 2012 (1 year 4 months)
    Canada
  • Amdocs
    Crisis & Service Desk Incident Support Specialist
    Amdocs
    Oct 2010 - Sep 2011 (1 year)
    • Key point of contact between the customer, internal technical teams, and third party vendors • Coordinated P1 outages with various internal / external teams within a high pressure environment • Troubleshooted incidents / service requests on a 24/7 on call rotation support • Worked within the framework of tightly established Service Level Agreement (SLA) • Documented root causes, resolutions and preventative measures within Clarify ticketing system • Ensured tickets are accurately classified, documented, and are actively being worked on • Performed incident follow-ups and provides status to customers and managers • Performed data mining, technical analysis, troubleshooting, etc. • Developed reports and summaries of incidents to customers a
  • Lundbeck
    Global IT Supporter
    Lundbeck
    Mar 2010 - Oct 2010 (8 months)
    • Provided IT Support for both Canadian and international users • Documented root causes, resolutions within BMC Remedy ticketing system • Ensured all incidents or requests were resolved to meet Service Level Agreements (SLAs) • Installed, configured and troubleshooted local and remote hardware • Placed service requests with external suppliers (HP, VMX, etc…) • Configured / decommissioned employee assets for incoming / outgoing users (e.g. BlackBerry) • Maintained local and network printers, laptops, • Exposed to Microsoft CRM, SAP, Pluto, and Microsoft SharePoint
  • Integrated Research Inc.
    Clinical Database Programmer / Team Leader
    Integrated Research Inc.
    Feb 2001 - Mar 2010 (9 years 2 months)
    ACCOMPLISHMENTS • 2001 - Developed and maintained a Corporate Timesheet during stage phase in order to capture the time spent on customer projects. Tools used to design this timesheet were ASP.NET, VBScript, JavaScript and MS Access • Developed software IQ and OQ processes and documentation for electronic data capture software. These are pharmaceutical industry software validation standards. • Took on the responsibility of coordinating the execution of PQ for the electronic data capture software amongst the entire company in order to prove that the software performs well under stressful conditions. • Helped write Standard Operating Procedures including a Disaster Recovery Plan, and Business Continuity Plan to help the company comply with in
Education verified_user 0% verified
  • Udemy
    GDPR
    Udemy
    Nov 2020
  • Udemy
    Introduction to Service Management with ITIL 4
    Udemy
    Nov 2020
  • Udemy
    Cyber Security Course for Beginners Level 1
    Udemy
    Nov 2020
  • CompTIA
    CompTIA A +
    CompTIA
    Nov 2010
  • Vanier College
    DEC in Computer Science
    Vanier College
    Aug 1997 - Mar 2001 (3 years 8 months)
Awards verified_user 0% verified
  • 2
    2020 - Randstar Award
    Jan 2020
  • 2
    2019 - Randstar Award
    Jan 2019
  • 2
    2018 - Pinnacle Award
    Jan 2018