Erica Tam
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Lead Implementation Specialist, APAC Service Delivery
Lumen Technologies
05.2024 - Current
- 2025 – Growth Mindset, Teamwork and Customer Obsession recognized in APAC team
- 2024 – Customer Obsession recognized in Service Delivery team, achieved to set up process change in providing target delivery date using Service Schedule Metrics, delivery better customer experience & project management
- Lead counterpart for Hong Kong, Singapore and India
- Manage and maintain daily APAC offnet service delivery operation Manage and guide 8 team members across regions
- Collaborative approach by engaging and supporting other teams or individuals
- Maintain good communication and relationships with vendors/partners, internal teams to drive efficiency for setting the right customer expectations.
- Manage and demonstrate service delivery processes to improve the overall lifecycle of delivery.
- Mentor and develop team members by aligning the overall strategic plan from internal to external.
- Continuously seek opportunities to optimize SD processes and reduce operational costs without compromising quality.
SR Provisioning Technician, APAC Service Delivery
Lumen Technologies
04.2023 - 05.2024
- 2022 – Collaborator Award recognized in APAC team
- Competencies – collaborative approach by engaging and supporting other teams or individuals.
- Collaborates / Customer Focus / Ensures Accountability / Instill Trust / Nimble Learning / Value Differences
- 2021 – Spotlight Award recognized for Positive Attitude, Customer Experiences, Commitment to Excellence and Communicate Listen Influence
- 2020 – Spotlight Award recognized for Positive Attitude, Customer Experiences, Commitment to Excellence and Operational Excellence
- 2019 – Best Service Delivery Award (Account: Visa)
- Full responsible for managing timeline and cooperating with ecosystem, Sales Engineers and Network designers.
- Overseeing the project status and meet customer timeline.
- Assist the internal team and manage in all aspects of operations.
- Improving standards and compliance with regulations.
- Customer facing, developing a positive atmosphere to monitor the projects, liaise with vendors and coordinate with internal parties in solving technical and usability problems.
Finance Analyst
Qwest Telecommunications Asia Limited
05.2011 - 06.2017
- Invoice validations, order reconciliations, and manage monthly reports
- Track and update the network installation pricings
- Review all Asia Pac Offnet planned costs to ensure everything are captured and accurate
Internship
06.2010 - 08.2010
- Compile the Data, validate the costs of services, Consolidate the contracts
- Comprehend the network infrastructure by topology
Education
Bachelor of Arts - Communications, Advertising & Public Relations
Edinburgh Napier University
Hong Kong2021
Skills
- Microsoft: Word, Outlook, Excel, PowerPoint and Visio;
- Language: Native speaking in Cantonese, Mandarin and English
- Implementation management
- Active listening
- Collaborative team player
- Problem-solving
- Critical thinking
- Interpersonal skills
- Friendly and patient
- Leadership
- Time management
Certification
- ITIL4 Foundation Certificate in IT Service Management - March 2021
- Certification of Credit in Project Management Professional (PMP) - April 2020
Accomplishments
- Achieved 307K install for Aug 2025 through effectively collaboration with stakeholders, suppliers, activation team and internals together move orders forward and faster with quality.
- Supervised team of 8 staff members.
- Documented and resolved task flow issue of Layer3 NNI orders which led to workflow process optimization.
- Used Microsoft Excel to develop inventory tracking spreadsheets and KPI count of individuals member.
- Used Microsoft Visio to set up and document to streamline the process workflow guideline to team
Additional Info
Introvert 52%
Think positive and energetic.
Hobbies: Badminton, Cycling, TaiChi
Timeline
Lead Implementation Specialist, APAC Service Delivery
Lumen Technologies
05.2024 - Current
SR Provisioning Technician, APAC Service Delivery
Lumen Technologies
04.2023 - 05.2024
Finance Analyst
Qwest Telecommunications Asia Limited
05.2011 - 06.2017
Internship
06.2010 - 08.2010
Bachelor of Arts - Communications, Advertising & Public Relations
Edinburgh Napier University
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<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform
TOMÁS VIÑALESTOMÁS VIÑALES
SERVICE DELIVERY ANALYST- ACCOUNT MANAGER IMPLEMENTATION CO-LEAD at ASIGNETSERVICE DELIVERY ANALYST- ACCOUNT MANAGER IMPLEMENTATION CO-LEAD at ASIGNET