Yoga
Wai Leung Lau
IT Professional
New York City,NY
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
22
22
years of professional experience
6
6
years of post-secondary education
Work History
Team Lead
NBC Universal
New York, New York
11.2012 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Coached team members in techniques necessary to complete job tasks.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted regular reviews of operations and identified areas for improvement.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Devised and implemented processes and procedures to streamline operations.
- Gathered, organized and input information into digital database.
Desktop Support Analyst
R/GA
New York, New York
05.2008 - 07.2012
- Provided on-site and remote technical support to users.
- Installed new hardware and software, patched systems, and configured settings.
- Assisted over 1000 clients daily by gaining remote access to computers and manipulating applications.
- Boosted productivity by providing timely support and training to end-users on various applications.
- Contributed to the success of IT projects by assisting with hardware installations, upgrades, and migrations.
- Maintained a high level of professionalism when interacting with customers, colleagues, and management to foster strong working relationships and promote a positive workplace atmosphere.
Marketing Technology Analyst
Bloomingdales 59th Street
New York, NY
08.2007 - 05.2008
- Resolved complex technical issues through rigorous troubleshooting and root-cause analysis, minimizing downtime and disruptions to business operations.
- Collaborated with IT support teams to swiftly resolve technical issues, minimizing disruptions to business operations.
- Assisted with deployment issues by clarifying user questions and identifying problems.
- Served as a subject matter expert on key technology initiatives, providing guidance to stakeholders throughout project lifecycles.
Analyst
Interpublic Group of Companies Inc.
New York City, New York
03.2003 - 07.2007
- Assisted in the planning and execution of company-wide technology upgrades, minimizing disruptions to daily operations.
- Mentored junior technicians by sharing best practices and troubleshooting techniques, fostering a collaborative work environment.
- Provided remote support to offsite employees, ensuring seamless access to company resources regardless of location.
- Supported clients with efficient problem-solving for various technical issues, reducing downtime in the workplace.
- Supported operating system and various tools and applications.
- Troubleshot problems or issues with desktops and laptops.
- Maintained confidentiality of sensitive information while providing top-notch customer service to all levels of staff within the organization.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Walked individuals through basic troubleshooting tasks.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
Education
Bachelor of Arts - English Literature
Baruch College
New York, NY 09.1988 - 07.1994
Skills
Operations management
Performance monitoring
Process improvement
Coaching and mentoring
Performance improvement
Customer focus
Relationship building
Employee evaluation
Attention to detail
Resource allocation
Workplace safety
Corporate social responsibility
Task delegation
Workflow management
Project management
Deadline management
Employee training
Team supervision
Work assignment delegation
Teamwork and collaboration
Problem-solving
Team building
Analytical thinking
Documentation and reporting
Client support
Goal setting
Client service
Coaching
Staff education and training
Team Check-ins
Analytical skills
Multitasking Abilities
Data analysis
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of two in the development of a Control Room Patching and Maintenance schedule.
- Supervised team of 12 staff members.
Interests
Artificial Intelligence
Managing
Mobile Computing
Timeline
Team Lead
NBC Universal
11.2012 - Current
Desktop Support Analyst
R/GA
05.2008 - 07.2012
Marketing Technology Analyst
Bloomingdales 59th Street
08.2007 - 05.2008
Analyst
Interpublic Group of Companies Inc.
03.2003 - 07.2007
Bachelor of Arts - English Literature
Baruch College
09.1988 - 07.1994