MARIANNE L.

LAM
marianne.lam@gmail.com | 617-922-6512 | Westborough, MA 01581
http://www.linkedin.com/in/mariennellam

PROCESS MANAGEMENT & CUSTOMER FOCUS

Experienced professional with a background in change management and solid understanding of
incident and problem management. Possesses strong interpersonal and communication skills,
sensitivity to effective triage and escalation urgency, and prompt issue resolution.

PROFESSIONAL EXPERIENCE
Google - Cambridge, MA
A multinational technology company specializing in Internet-related services and products.
- Wikipedia/Google

Program Manager, Change Management (2008 - 2015)

Owns the process that ensures changes to a product or system are introduced in a controlled
and coordinated manner, by documenting impact to customers and systems on proposed
change; recording configurations for evaluation and approval; providing adequate notification to
stakeholders; and producing thorough reporting metrics to aid in the constant effort of improving
processes and procedures.
Scheduled, evaluated and reported on average between 80 - 100 Change Requests
(CRs) a week, demonstrating attention to detail and follow through.
Consistently educated and liaised with operational departments, associated business
owners, engineers and stakeholders in coordinating changes for effective and successful
execution, in compliance with established standards and processes. As a result,
Operational metrics exceeded the targeted 98.5% success rate of executed changes
quarter over quarter, often hitting over 99%.
Led quarterly change review meetings with operational stakeholders, evolved Change
into a better refined and light weight process.
Authored, updated and consolidated Change processes in the form of documents,
spreadsheets and site pages, organized for improved access and minimal duplication.
Initiated improvements to processes and tools, partnering directly with the
implementation teams that improved streamlining and adaptability.

ITA Software - Cambridge, MA (2005 - 2008)

A travel industry software division of Google (as of 2011), whose suite of innovative travel

technology solutions help travel companies enrich their e-commerce experience, increase
revenues, and improve customer service. -ITA Software by Google
Software Operations Center (SOC) Operations Engineer (2005 - 2008)
Provides first level troubleshooting and escalation of issues, while monitoring a 24x7 corporate
IT infrastructure that supported remote application hosting and data distribution. Receives
customer calls; assists with crisis response as directed by incident management procedures;
coordinates with vendors and customers as they perform maintenance on their systems and
networks; supports internal engineers during maintenance windows, often acting as liaison
between engineer, customer or vendor. Ensures consistent and accurate logging of all activities
in ticketing system; regularly manages the ticket queue by proactively following up on
outstanding issues, either pursuing status or closing out tickets when possible.
Handled an average of 900 - 1200 unique alerts per week boosting the
departments alert resolution metrics.
Averaged 15-20 customer hotline calls a week contributing to a customer
satisfaction rating that steadily increased from 85% year over year for prompt yet
thorough response times to reported problems and service requests.
Considered a high performer and go to person, who enjoys working both
collaboratively within a team environment, as well as independently. Provided
1:1 mentoring and produced documentation that became training material.

ADDITIONAL WORK EXPERIENCE

Staples Corp. Inbound Transportation Administrator (2003 -2004)
Performed daily data entry into shipments database and generated daily and weekly
reports providing Carrier performance statistics. Interfaced with Carriers on reports.
Level 3 Communications Network Controller/Analyst Network Operations (2000 - 2003)
Monitored Tier 1 Internet backbone and VOIP networks, proactively responded to local and
international circuit issues and outages and documented them in a ticket.
Worked with customers and telephone companies in troubleshooting connection on a
hardware and circuit level.
Interfaced with over 86 domestic and international telephone companies (Telcos) to obtain
status updates for customer and to coordinate Telco dispatches when applicable.
Worked in a team environment with cross-functional groups towards timely resolutions.
Genuity Solutions, Inc. Customer Service Representative (1999 - 2000)
Provided Tier I call center customer support, identified customer impacting events and
followed standard operating procedures to facilitate resolution. Proactively contacted
customers to follow-up reported issues or to confirm requests to insure timely completion.

SKILLS

Proficient in: Basic UNIX & Linux distributions, Mac OSX, MS Windows, Peoplesoft,
Microsoft Word; Google Docs, Sheets, Calendar, Drive
Monitoring software: Spectrum, Netcool, Riversoft, Big Brother, Nagios
Ticketing Systems: Vantive, Clarify, Remedy, RT, Bugzilla, customized internal solutions
Web browsers including Chrome, Firefox, Safari
Mail systems including GMail, Zimbra, Microsoft Outlook, Lotus Notes

TRAINING & CERTIFICATIONS

2016: Certified ScrumMaster

2011: Intro to Project Management (PM) Course Certified, Boston University
2009: ITIL 3.0 certified, IntQ Corporation

EDUCATION
Bachelor of Arts; International Relations
Minor European Area Studies and Italian
American University, School of International Service (SIS) - Washington, DC - 1996