Victor Lam

Experience

99%

SLA compliance across a 1,000-user Americas service deskAlibaba

70%

fewer help desk tickets after building global self-service knowledgeAlibaba

5+

mergers and acquisitions integrated with no loss of serviceBeyondsoft

100%

uptime through a full colocation data center build and migrationHTC America

1. Mar 2026 – PresentCity of Lakewood, WashingtonActing Chief Information Officer / IT ManagerLakewood, WA

   Lead citywide IT strategy, infrastructure modernization, and cybersecurity across City Hall, Police, Public Works, Parks, and public-facing services.

   Strategy and leadership

   • Drive strategic planning, enterprise architecture, unified technology standards, and project portfolio delivery that align every investment to cost efficiency, operational fit, and regulatory compliance.
   • Implement data-driven governance for assets, service desk operations, and licensing to support transparent, defensible budget decisions.
   • Established program and portfolio management practices for citywide technology investments.
   • Introduced data governance standards for assets, licensing, and service operations.
   • Led org design and role leveling for IT functions supporting Police, Parks, and Public Works.

   Security and infrastructure

   • Oversee the City’s cybersecurity and compliance program, including access management, monitoring, and data protection.
   • Lead the City’s identity and access modernization, guided by Zero Trust principles.
   • Manage on-premises and cloud infrastructure for high performance, reliability, and secure connectivity across all departments.
   • Reduce virtualization and licensing costs through platform consolidation while improving disaster-recovery resilience for critical systems.
2. Nov 2025 – Feb 2026FRS ClipperIT ConsultantSeattle, WA

   Delivered strategic IT consulting for a Seattle-based passenger ferry and travel operator, advising leadership on operations, infrastructure modernization, and security.

   Strategy and leadership

   • Led the integration of U.S. operations with the parent company in Flensburg, Germany, ensuring seamless connectivity and alignment with global standards.
   • Collaborated with international IT teams and a German developer to keep cross-border projects on schedule and meeting quality expectations.
   • Evaluated software, vendor services, and support workflows, developing ITIL-based migration plans with prioritized recommendations for reliability, security, and efficiency.

   Security and infrastructure

   • Rebuilt core infrastructure: Active Directory and domain structure, VMware hosts, file and print services with redesigned shared storage and permissions, and the network (VLANs, routing, firewall policies, segmentation).
   • Strengthened identity, access, and security controls aligned with Zero Trust principles.

   Operations and service delivery

   • Provided hands-on technical support and training to Seattle IT staff, improving local capabilities and day-to-day service stability.
   • Streamlined support workflows and processes to reduce friction and increase reliability across U.S. operations.
3. May 2025 – PresentPinkkaMii LLCFounder and IT ConsultantSeattle, WA

   Independent practice building AI-driven security tools and software products, and advising small businesses on IT.

   Strategy and leadership

   • Built and launched W1IT.com, an IT consulting and managed services brand for network architecture, design, and security assessments.
   • Advise small businesses on cloud infrastructure, security, and IT operations.

   Security and infrastructure

   • Built an LLM-based threat-prediction model for a NOC dashboard that correlates Checkmk monitoring and SIEM events to surface emerging threats in real time.
   • Applied AI and machine learning to scale security monitoring and to measure security posture and risk with repeatable, automated assessments.

   Engineering and products

   • Launched Taskin.app and shipped native macOS apps in Swift and SwiftUI, including ScreenGrabber, Contact SyncMate, and Pixel Color Pick (Mac App Store), plus DeepTicker for iOS.
4. May 2018 – Apr 2025Alibaba Group (U.S.) Inc.IT ManagerBellevue, WA

   Led Americas IT service operations for 1,000+ users and global asset, procurement, and ITSM programs.

   Strategy and leadership

   • Halved procurement spend through predictive modeling built with Finance, reaching 95% forecast accuracy and shrinking the inventory footprint.
   • Reduced vendor costs 30% through contract management, SLA enforcement, performance monitoring, and negotiation.
   • Built predictive executive dashboards in SQL, Python, Tableau, and Power BI for KPIs, SLA adherence, and total cost of ownership.
   • Directed portfolio prioritization and multi-year infrastructure planning.
   • Built data governance models for CMDB accuracy and procurement forecasting.
   • Mentored Tier 1–3 global teams using competency frameworks and structured progression, building escalation discipline and technical excellence.

   Security and infrastructure

   • Directed global asset lifecycle programs under IT and cybersecurity policy, with 100% audit accuracy and zero loss; RFID and BLE automation cut reconciliation time 95% and kept the CMDB accurate in real time.
   • Ran infrastructure refresh cycles for AV, executive meeting rooms, and collaboration tools, and managed executive incident response and root-cause analysis.

   Operations and service delivery

   • Achieved 99.9%+ user satisfaction and 99% SLA compliance across Windows, macOS, VDI, and mobile through structured escalation and proactive support.
   • Rebuilt global ticketing on ITIL and standardized ITSM platforms (ServiceNow, Jira, Freshworks, HP Service Manager, SCSM), refining SLA and KPI frameworks to reduce incident recurrence.
   • Cut help desk volume 70% with SOPs, governance libraries, and self-service portals, plus automation and AI chatbots for self-healing workflows.
5. Jun 2016 – May 2018Beyondsoft Consulting Inc.Senior IT ManagerBellevue, WA

   Led IT for a fast-growing consulting firm across multi-state offices and 5+ acquisitions.

   Strategy and leadership

   • Designed foundational enterprise architecture and data governance standards, with IT policies and support procedures taken from first draft to company-wide adoption.
   • Built the IT organization from 30 to 500+ users using org design and role leveling.
   • Developed infrastructure roadmaps aligned with business goals, improving performance and disaster resilience across data center and remote offices.
   • Led IT due diligence and service readiness for 5+ M&A integrations, with compliant onboarding, asset continuity, and alignment to parent-company standards.

   Security and infrastructure

   • Championed a cloud-first strategy on VMware, Azure, and AWS, increasing scalability and reducing infrastructure overhead across hybrid environments.
   • Implemented ISO, SOX, SOC, and HIPAA controls and disaster recovery and continuity frameworks, keeping the company audit-ready.

   Operations and service delivery

   • Reengineered IT and asset workflows and established monitoring and performance metrics, improving transparency, budget control, and asset visibility.
   • Directed cross-functional teams delivering infrastructure upgrades, asset lifecycle programs, and continuity projects on time and in scope.
6. Apr 2007 – Jun 2016HTC America Inc.Senior IT ManagerSeattle, WA

   Rose from MIS Engineer to Senior IT Manager (2013–2016), directing North American IT operations across service desk, network, and systems administration.

   Strategy and leadership

   • Aligned regional infrastructure with global SAP deployments and managed CRM integration with external business partners.
   • Delivered software and infrastructure projects on time and in scope, including a Cisco Call Manager 4.0 to 9.0 migration and Expressway videoconferencing.

   Security and infrastructure

   • Established and ran a U.S. colocation data center, delivering upgrade and migration projects with 100% uptime and zero business disruption.
   • Led hybrid modernization from on-premises to VMware and Azure, improving scalability, performance, and resilience.
   • Wrote enterprise IT policies and disaster recovery and continuity plans that supported ISO certification and audit readiness.

   Engineering and products

   • Designed APIs and tuned SQL performance, reducing database latency and improving reporting accuracy.
   • Built an enterprise SharePoint 2010 platform, EDI and encrypted data exchange (VB.NET, XML, SFTP, PGP), and SQL Server reporting automation.
7. 2006 – 2007AxionTech.com and Directron.comSoftware Developer and Technical SupportHouston, TX

   Software Developer at AxionTech.com (APIs, SQL optimization, software delivery) and technical support at Directron.com (systems consulting and network installation).

Core Skills

Education

• M.S., Computer Information Technology SystemsUniversity of Houston
• B.S., Computer Science, minor in ManagementDallas Baptist University
• Full-Stack Coding Boot CampUniversity of Washington

• 

  W1IT Solutions

  The IT consulting and managed services brand I founded: network architecture, cybersecurity assessments, and cloud solutions for small businesses.

  w1it.com (w1it.com for W1IT Solutions)
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  Taskin

  Home for my Mac apps and a free, no-signup online toolkit: QR codes, background removal, image compression, passport photos, file conversion, and AI stock analysis.

  taskin.app (taskin.app for Taskin)
• 

  Pixel Color Pick

  An open-source macOS color picker with a screen-wide eyedropper, one-click HEX, RGB, and HSL copy, and color history. Built with Swift and SwiftUI.

  App Store (App Store for Pixel Color Pick) Source (Source for Pixel Color Pick)
• 

  ScreenGrabber

  A native macOS screen capture app, built with Swift and SwiftUI and sold through Taskin.

  taskin.app (taskin.app for ScreenGrabber)
• 

  Contact SyncMate

  A native macOS app for keeping contacts in sync, built with Swift and SwiftUI and sold through Taskin.

  taskin.app (taskin.app for Contact SyncMate)
• 

  DeepTicker

  A privacy-focused iOS portfolio tracker with AI market insights from your choice of model provider. Built with Swift and SwiftUI; data stays on the device.

  Source (Source for DeepTicker)