Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Accomplishments
Additional Information
Generic

Bryane Lai

Summary

A highly motivated and results-driven IT professional bringing 20 years of industry experience, including over 6 years of Technical Support and Implementation for Avaya IPT & Contact Center solution, over 14 years of Presales and Consulting in Unified Communication (UC), IP Telephony (IPT), & Contact Center (CC) solution, over 2 years of Presales and Consulting in Intelligent Video Surveillance (IVS), and Video Conferencing (VC) solution, over 7 years of Professional Services in Cloud & Network product – ICG, GSIP, GVPN, SDWAN, SDLAN, LAN, WLAN, and LAN & WLAN Survey, and over 11 years of experience in managing complex projects and teams.

Overview

21
21
years of professional experience
1
1

Bachelor Degree Certification

Work History

APAC Professional Services LEAD

NCR Malaysia Sdn Bhd
02.2020 - Current
  • Led and managed high-performing team of T&T professionals, focusing on solution-oriented approaches, and provides customized technology solution for clients in the APJ region.
  • Led successful execution of T&T project in APJ region, ensuring on-time delivery and within budget.
  • Developed project plans, including scope, timelines, resources allocation, and risk assessment to meet and exceed client expectations.
  • Oversaw design, implementation and maintenance of technology solutions and telecom infrastructure to meet customer business objectives.
  • Collaborated with cross-functional team to identify and address technology and telecom needs, ensuring alignment with customer goals.
  • Developed and implemented new PS Tools & management system resulting in a 40% increase in efficiency.
  • Managed department budgets, resource allocation, and vendor relationship to optimize cost efficiency and performance.
  • Provide leadership and mentorship to team members, fostering culture of continuous learning and professional growth.
  • Evaluated emerging technologies and industry trends to recommend improvement and maintain competitive edges.
  • Negotiated contracts with vendors resulting in 10% cost reduction
  • Established and monitored (KPIs) to measure effectiveness and efficiency of technology and telecom operation.
  • Ensured compliance with regulatory requirement and data security standards.
  • Regularly communicated with senior management to provide updates on departmental achievement and challenges.

Solution Specialist, Global Services

BT Malaysia Sdn Berhad
02.2016 - 06.2019
  • Assist BT Global Services sales force to identify and close business with propositions led approach to drive sales of harmonized BT One Solutions portfolio including Managed Voice, Managed LAN, Mobility Solutions, and Managed IPT / Managed Cloud UC
  • Propose solutions to meet current and future needs of customer based on Proactive Selling, Customer Workshops and Qualification Meetings taking Consultative approach.
  • Drive new business, open new accounts by supporting sales hunters.
  • Conducted research and analysis resulting in identification of new business growth opportunities
  • Respond to RFPs and RFIs as part of wider bid team, to strategic and / or high value standard bids, non-standard bids and complex bids.
  • Assist with Sales Tools, Ordering Tools, Professional Services and Pricing solutions.
  • Liaise with Central Product teams for Special Bid and PS purposes to ensure that Solutions are compliant with product capabilities and deliverable within budget whilst helping to help develop Harmonized Product Portfolio.
  • Liaise and work closely with Technical Design community at all stages of Sales Cycle.
  • Present comfortably and effectively at Regional Industry and Channel Partner events.
  • Base approach, up-sell base accounts by supporting account managers positioning value added Global Services Propositions.
  • Take all necessary steps to ensure customer satisfaction, and resulting in 25% increase in customer satisfaction
  • Report and communicate sales actions including prospects to management in timely and cooperative manner.

Regional Solution Manager

Huawei Technologies Malaysia Sdn Bhd
02.2012 - 02.2016
  • Developing and executing comprehensive business plans merging marketing & sales strategies to drive growth and accelerate the business at South Pacific Region (Malaysia, Singapore, Australia, New Zealand, Philippines & Indonesia).
  • Preparing monthly and annual business plans and being responsible for execution, business result, and performance target.
  • Lead and manage local product manager and PS base at each region. Provide technical leadership of end-to-end project execution, and assist them to achieve their local revenue target in efficient and productive manner.
  • Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
  • Communicated regularly with customers concerning data exchange and technology integration.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Provide pre-sale support to sales team for South Pacific region throughout sales cycle to achieve business objective
  • Provide partner management, and development support for business partner and distributor across South Pacific region.
  • Established strategic partnerships resulting in 30% increase in business opportunities.
  • Analyst, and develop end-to-end architecture for UC, IPT, CC, IVS, & VC solutions.
  • Design and generate detail technical solution strategy, and proposals based on Huawei technologies and product portfolio.
  • Devised and implemented compliance measures resulting in zero legal violations
  • Provide technical workshop, and product training to customers, and pre-sales solution team.
  • Proactively work with both local and regional teams and mentoring the team with the best practices & methodology for the solution design.
  • Effectively allocate resources within local and regional business units

Voice Application Manager

VADS Malaysia Sdn Bhd
05.2011 - 02.2012
  • Lead, Manage and drive high-performance Voice Application team whose jobs responsibility include defining requirement, data analyst, solution design, and PS services for project delivery.
  • Collaborate with Program Department, and Project Management teams to ensure critical projects and initiatives are delivered on time, and within budget.
  • Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
  • Developed and implemented new project management system resulting in 20% increase in efficiency
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Oversaw development and implementation of improvements to support Voice Technology, Contact Center, Data/Application Collaboration and network operations.
  • Played key role in on-going network design, reevaluation, and optimization to keep pace with company growth.
  • Communicated regularly with customers concerning data exchange and technology integration.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Implement proven practices with regards to project management and engineering methods towards achieving productivity on revenue realization and drive competitive advantage in specific technology area assigned.
  • Designed and executed employee training programs resulting in improved job performance
  • Fostering culture of motivation and success. Empowering team members to achieve their full potential and drive outstanding results.

Technical Solution Consultant

Jebsen & Jessen Communication Solution (Malaysia)
07.2007 - 05.2011
  • Delivered pre-sales technical support for Avaya Unified Communication, IP Telephony, Contact Center, and Video Conference solution.
  • Analyzed UC/IPT/CC business to identify spending trends, whitespace and growth opportunities, compliance issues and assisted account teams in target account development.
  • Cultivated and maintained strong relationships with customers to ensure positive customer experience.
  • Implemented new sales strategies resulting in 10% increase in revenue
  • Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.
  • Assisted customers in troubleshooting product issues and provided timely technical support.
  • Presented technical presentations to clients to explain product features and benefits.
  • Designed and deployed UC/CC solution. Adept at crafting seamless communication infrastructure to enhance organizational efficiency and customer experience

Communication Engineer

Measat Broadcast Sdn Bhd
08.2006 - 07.2007
  • Installed, maintained, and supported voice/data applications for Avaya/Nortel system.
  • Monitor Astro's Contact Center and provide consultancy services upon user request.
  • Analyst traffic report for Contact Center Team Leader and Manager.
  • Study trunk utilization and traffic report on daily basis.
  • Maintained documentation for telecommunication systems, equipment inventory and floor plans.
  • Coordinated installation of new users and relocations of existing users.
  • Worked closely with network administrators and server engineers to deliver quality service.
  • Interpreted contact center design documents for system installation and build-out.
  • Monitoring the leased line & ISDN service for entire ASTRO solution, including regional offices.
  • Managed end-to-end migration project for internal department and ensure project deliver on time.
  • Oversaw decrease in average daily number of trouble tickets by 50% after expanding helpdesk support to 24/7 operations

Avaya System Engineer

SLW Communication Sdn Bhd
07.2002 - 08.2006
  • Configured, installed, and upgraded Avaya IP Telephony, Contact Center & Unified Communication system.
  • Worked with stakeholders to determine implementation and integration of system-oriented projects.
  • Collaborated with executive team to define business requirements and systems goals.
  • Coordinated multi-team projects resulting in successful delivery of high-quality products
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Compiled data and generated graphs to interpret contact center performance and suggest key operational improvements.
  • Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of components.
  • Analyzed system logs to determine and alleviate network threats.
  • Managed key information technology and compliance programs for proactive risk management.
  • Tested and maintained UC/CC/IPT equipment to achieve maximum performance.
  • Compiled, processed, and analyzed test data and results to improve product quality.
  • Maintained stability, integrity, and efficient operation of customer UC/CC/IPT systems supporting organizational functions.
  • Delivered helpdesk service and support to customers.
  • Documented system configuration, mapping and processes.
  • Optimized networked software and operating systems by applying updates and patches.
  • Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.

Education

Bachelor of Science - Information Technology

Campbell University
North California, US
02.2002

Skills

  • Enterprise Networking
  • Wireless LAN
  • SD-WAN
  • Unified Communication
  • Contact Center
  • Video Conferencing
  • Smart Video Surveillance
  • IP Telephony

Certification

  • [Avaya Certified Expert - ACE], [IP Telephony] - [2008]
  • [Avaya Certified Specialist - ACS], [Voice Self Service] - [2010]
  • [Avaya Professional Sales Specialist - APSS], [Unified Communication] - [2016]
  • [Avaya Professional Sales Specialist - APSS], [Contact Center] - [2016]
  • [Avaya Professional Design Specialist - APDS], [Unified Communication] - [2016]
  • [Avaya Professional Design Specialist - APDS], [Contact Center] - [2016]
  • [Cisco Webex Solutions Design and Implementation] - [2016]
  • [Aruba Certified Switching Professional – ACSP], [Implementing Aruba Campus Switch Solutions] - [2018]
  • [VMWare Sales Professional– VSP], [SDWAN] - [2020]
  • [VMWare Technical Sales Professional– VTSP], [SDWAN] - [2020]
  • [Ekahau Certified Survey Engineer – ECSE], [Ekahau WLAN Troubleshooting] - [2021]
  • [Aruba Certified Mobility Associate – ACMA], [Aruba Mobility Fundamentals] - [2021]
  • [Cisco Meraki Solution Specialist – ECMS] - [2023]
  • [Implementing Cisco SD-WAN Solutions ], [SDWAN300] - [2023]

Languages

Chinese (Mandarin)
Advanced (C1)
Chinese (Cantonese)
Advanced (C1)
English
Upper intermediate (B2)
Malay
Upper intermediate (B2)

Timeline

APAC Professional Services LEAD

NCR Malaysia Sdn Bhd
02.2020 - Current

Solution Specialist, Global Services

BT Malaysia Sdn Berhad
02.2016 - 06.2019

Regional Solution Manager

Huawei Technologies Malaysia Sdn Bhd
02.2012 - 02.2016

Voice Application Manager

VADS Malaysia Sdn Bhd
05.2011 - 02.2012

Technical Solution Consultant

Jebsen & Jessen Communication Solution (Malaysia)
07.2007 - 05.2011

Communication Engineer

Measat Broadcast Sdn Bhd
08.2006 - 07.2007

Avaya System Engineer

SLW Communication Sdn Bhd
07.2002 - 08.2006

Bachelor of Science - Information Technology

Campbell University
  • [Avaya Certified Expert - ACE], [IP Telephony] - [2008]
  • [Avaya Certified Specialist - ACS], [Voice Self Service] - [2010]
  • [Avaya Professional Sales Specialist - APSS], [Unified Communication] - [2016]
  • [Avaya Professional Sales Specialist - APSS], [Contact Center] - [2016]
  • [Avaya Professional Design Specialist - APDS], [Unified Communication] - [2016]
  • [Avaya Professional Design Specialist - APDS], [Contact Center] - [2016]
  • [Cisco Webex Solutions Design and Implementation] - [2016]
  • [Aruba Certified Switching Professional – ACSP], [Implementing Aruba Campus Switch Solutions] - [2018]
  • [VMWare Sales Professional– VSP], [SDWAN] - [2020]
  • [VMWare Technical Sales Professional– VTSP], [SDWAN] - [2020]
  • [Ekahau Certified Survey Engineer – ECSE], [Ekahau WLAN Troubleshooting] - [2021]
  • [Aruba Certified Mobility Associate – ACMA], [Aruba Mobility Fundamentals] - [2021]
  • [Cisco Meraki Solution Specialist – ECMS] - [2023]
  • [Implementing Cisco SD-WAN Solutions ], [SDWAN300] - [2023]

Accomplishments

  • An accomplished IT Lead with a proven track record of successfully delivering projects and driving business growth.
  • A strategic thinker with extensive experience in developing and implementing effective networking/UC/SDWAN project across multiple regions..
  • Achieved customer satisfaction score 85% by completing the APJ project with accuracy and efficiency.
  • Used Microsoft Excel to develop inventory tracking spreadsheets, PS Pre-sales & Project Engagement Dashboard, & WLAN Survey Calculator.
  • Collaborated with team in the development of KL Lab system which consist Meraki, VMware SDWAN, Fortigate, & Cisco solutions.

Additional Information

  • Communication skills
  • Strong time management skills
  • Dependable and independence
  • Leadership skills
  • Self-motivated with analytical mind
  • Initiative and enthusiastic to learn
  • Energetic and progressive
  • Excellent technical, analytical and problem-solving skills
  • Strong Interpersonal and communication skills coupled with commitment, and responsible in executing any job functions.
  • Active in sport.


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Bryane Lai