Liang Lau

Experience

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  Micro Consultants / Professional Construction Management

  Dec 1986 - Apr 1989

  Technical Consultant and Project Scheduler

  Market and consult on custom microcomputing systems and networking solutions according to the needs and specifications of the clientele. Assist in the development of custom database programs for use by local businesses. Provide customer services through the form of microcomputer hardware and software installation, configuration, and repair. Apply project management techniques and tools to set up schedules, proposals, and cost reports for major building and construction projects.

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  United Defense / FMC Corporation

  Apr 1989 - Feb 1997

  Manufacturing Engineer, Estimate Coordinator, and Mechanical Engineer

  Introduced improvements in productivity and quality through the development of alternate methods of material handling, automated manufacturing, and inspection. Research, set up, program, and test production robots. Validate robotic welding processes with Quality and Weld Engineering Departments to ensure all requirements are met. Train and certify personnel for robotic operation. Received award for submitting cost savings ideas through the company’s Value Engineering Change Proposal process. Apply understanding of manufacturing and process flow in order to help the Engineering Department to design final products that are producible and cost competitive based on concepts or sketches. Structure detailed bills of material and provide cost estimates for material, labor, tooling, and testing from vehicle concept ideas, sketches, drawings, and mock-ups. Provide cost estimates for current product design/production changes and spare parts orders as well as for developing bid proposals to secure new government contracts. Received a Quarterly Recognition of Excellence Award for providing departmental system support for PC and PC to mainframe issues. Investigate engineering problems and implement solutions arising from field failures, production issues, and needs of the customer relative to the areas of the engine, transmission, drivetrain, fuel system, cooling system, and control systems. Present engineering change proposals to the final customer for product improvements. Provide engineering support for R&D efforts, derivative vehicles, major improvements, and new programs to meet customer needs and to foster business growth. Show less

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  Alternative Resources Corporation at Hewlett-Packard

  Feb 1997 - Jun 1997

  PC and LAN Specialist

  Perform setups, configuration, support, and upgrades on PC's, laptops, and peripherals. Repair/maintain existing computer hardware input and output devices. Set up and ensure functionality of hardware/software for site meetings, presentations, and training classes. Provide support to the site's local Information Technology department as needed.

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  US Caden / Manpower at Hewlett-Packard

  Jun 1997 - Mar 1999

  IT Solutions Specialist

  Provide direction and support to colleagues as Group Leader for the US Employee Service Center's IT Support Group. Provide immediate customer support to minimize downtime under a 15 minute response time service level agreement. Perform setups, configuration, support, and upgrades on PC's, laptops, and peripherals. Investigate, develop, and implement software solutions according to the department’s needs. Set up and ensure functionality of hardware/software for site meetings, presentations, and training classes. Show less

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  Aspect Communications

  Mar 1999 - Apr 2002

  Desktop Systems Specialist, Project Lead, and System Administrator

  Joined the company as a contractor when it was Aspect Telecommunications. Was hired as a company employee after it underwent a transformation to become Aspect Communications. Later the Desktop Support group was outsourced and I was transitioned to EDS. Exclusively provide break/fix and technical support to company senior staff inclusive of VP’s up to the CEO as well as their executive assistants at the high priority response level. Represent the department in providing technical and project management support for impact to the client desktop. Contribute to the technical development package, global rollout, and sustaining support of Office 2000 - all of which was completed in a 3 month period. Support the remote office sales force in locales such as Monterey, CA, Dallas, TX, Sydney Australia and Tokyo Japan by providing on-site troubleshooting, repair, installation, and configuration of software and hardware. Provide technical leadership to the team as well as the acting manager on sustaining operations of the department. Configure and troubleshoot systems for connectivity in a Windows NT, Novell, and UNIX networked environment. Responsible for creating and updating standard loads for all desktop and portable hardware platforms as well as imaging, configuring, delivering, and maintaining Windows 95/98 and NT 4.0 clients. Configure and troubleshoot VPN/RAS connectivity as well as provide break/fix phone support for mobile clients. Provide network and client support for 2100+ local and 600+ remote nodes. Create and administer domain and email accounts as well as network shares via NT 4.0 Server and Exchange Server 5.5. Install and administer servers for developer and training projects. Installation, repair and support of network printers. Establish and maintain print services on local and remote servers using the HP JetAdmin software and/or remote Terminal Services. Participate in the Global Standards Committee to standardize hardware and software configurations. Show less

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  EDS at American Airlines and US Airways

  Apr 2002 - Jan 2006

  IT Systems Administrator and Field Engineer

  Provide 24x7 sustaining and project support to enterprise airline systems in domicile San Jose as well as other cities (on an as needed basis) such as San Francisco, Oakland, Monterey, Salt Lake City, Tucson, Phoenix, Seattle, ski cities in Colorado, etc. in an Ethernet and Token Ring networked environment. Provide break/fix and technical support to the customer desktops, servers, and local area network under a 4 hour up-time service level agreement. Contribute to the network infrastructure upgrade projects at San Jose and Monterey Airports which includes the installation and testing of CSU/DSU modems (for the WAN), preconfigured Cisco routers and switches, Novell 5 servers, and UPS’s. Contribute to the enterprise deployment of technology refresh projects including the rollout of Windows Server 2003 and Windows XP on new server and client hardware platforms. Track and manage customer assets by ensuring the inventory database is at a 95% accuracy level and provide support to the airline during inventory audit inspections. Show less

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  Hewlett-Packard at Shell Oil Company

  Feb 2006 - Apr 2017

  Provide senior IT support globally for executives and their support staff, which includes desktop, hardware, remote worker, mobile device, network, and account permission support as well as audio/visual support for meetings, video conferences, and large virtual events. Develop and maintain a professional and trusting working relationship with company executives through a successful track record of service delivery value, even during high pressure situations. Train and certify new members of the team to be able to support the executive community. All solutions are delivered with a 1 hour response and 4 hour resolution service level. Technologies used are predominantly Microsoft products in a roaming profile enterprise environment which include Windows 7 and Vista, Windows Server 2008, Sharepoint, Office (2010, 2013, 365), Live Meeting, Skype, Lync, and Office Communicator. Experience with video conferencing technologies include solutions provided by AT&T, Cisco Telepresence, Crestron, Microsoft, and Tandberg. Experience with Android, Apple, and Blackberry based mobile device enterprise connectivity support. Show less Provide IT support for the airline staff to ensure that all the network, server, and desktop hardware needs at the passenger curbside, ticket counter, boarding gate, staff offices, airline reprographics, baggage offices, shipping and receiving, airline cargo, maintenance, and stores departments are addressed under a 4 hour up-time (for critical incidents) and 8 hour up-time (for non-critical incidents) service level agreement. Provide continuous sustaining and project support to enterprise airline systems in domicile Houston (hub) as well as other cities such as Dallas, Austin, San Antonio, Las Vegas, Denver, Nashville, Seattle, etc. in a wired (LAN) and wireless (WLAN) Ethernet networked environment. Contribute to the enterprise deployment of technology refresh projects including the rollout of Windows 7 and Windows Vista from a Windows XP and Windows 2000 environment on new and redeployed client hardware. Effectively utilize remote takeover tools and phone support where appropriate to minimize customer downtime and maximize productivity for both the customer and service delivery. Perform 100% asset verification and updates on each company asset that is touched and for which work is performed. Maintain service excellence through high regard for teamwork, customer service, work ethics, and by conscientiously meeting or exceeding all departmental productivity and service level goals. Show less

  • Service Delivery Engineer for Executive Support Services

    Oct 2011 - Apr 2017

  • IT Systems Administrator and Field Support Engineer

    Feb 2006 - Oct 2011
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  Shell

  May 2017 - now

  Executive IT Support Engineer

  Provide senior IT support globally for executives and their support staff, which includes desktop, hardware, remote worker, mobile device, network, and account permission support as well as audio/visual support for meetings, video conferences, and large virtual events. Develop and maintain a professional and trusting working relationship with company executives through a successful track record of service delivery value, even during high pressure situations. Train and certify new members of the team to be able to support the executive community. All solutions are delivered with a 1 hour response and 4 hour resolution service level. Technologies used are predominantly Microsoft products in a roaming profile enterprise environment which include Windows 7 and Vista, Windows Server 2008, SharePoint, Office (2010, 2013, 365), Live Meeting, Skype, Lync, and Office Communicator. Experience with video conferencing technologies include solutions provided by AT&T, Cisco Telepresence, Crestron, Microsoft, and Tandberg. Experience with Android, Apple, and Blackberry based mobile device enterprise connectivity support. Show less