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Linda Irwin is the Devices@IBM Dedicated Resolution Owner. With over 24 years of experience at IBM, she has positioned herself as one of the most valuable members of the Devices@IBM organization. Her expertise, passion, drive, and sense of humor have had a major impact with our clients and colleagues.
Devices@IBM is a global organization of +200 members that supplies devices to over 250,000 IBM employees and contractors in 94 countries where IBM is present. The team is designed to provide computers for new hires, technology refreshes/upgrades, or emergency replacements to existing employees as well as technical support with the devices they supply.
Linda’s eagerness to help have singled her out as the Top contributor of the Devices@IBM Support Center, consistently exceeding expectations, such as (FY-2022):
· +2.1K users assisted
· 2.7K tickets solved (2.3x average)
· 0.6 days below average lead times
· 193% personal YTY increase in solved tickets
Linda’s empathy and sense of urgency to get things done have positioned her as the go-to-player even beyond her team, able not only to answer all kinds of questions but, perhaps even more importantly, also propose ideas, get involved in projects and deliver results.
Linda’s operational contributions are well above average with a 3.7% percent of the global Center support directly handled by her (+1.2% above expected), however, it is the constant feedback, praise and recognition from our users that really make her shine.
Directors, managers, new hires, and colleagues constantly take the time to single out Linda’s kindness and patience to get a solution. Linda goes the extra mile in every single interaction to secure a prompt resolution (0.6 days below average and 98% within SLA).
Leading by example personifies Linda’s character, starting with her positive attitude and flawless work ethic. Linda is always available to help others with frustrated users and difficult situations, within and beyond her own team, which has earned the respect of every member of the organization she has collaborated with.
Linda’s leadership in putting our customer first while embracing challenges is best exemplified with:
· Ownership beyond her role: while Linda only formally supports two countries, she never shies away from helping a colleague or a team that needs the extra hand (Linda supported users from 17 countries beyond her scope in 2022). Also, Linda is constantly proposing improvements in communication, metrics, and processes within her peers as well as with the global Devices@IBM leadership and transformational teams, with many implemented, such as “Skills and Best Practices Sharing Model”.
· Embracing New Ways of Working: Linda was a key contributor in the Digital Incubator program, completing the program while digitalizing the Dedicated Resolution Owners process, leading the UX ticket closing automation project.
· Culture Catalyst: Patience, emotional intelligence, and the ability to go Above and Beyond to help using her knowledge of the end-to-end process are good words to describe Linda. Creative and resourceful, Linda’s empathy and positive attitude are contagious, and she is one of our proudest members of the organization. She received an internal IBM nomination for this concept. We can only be excited for what the future holds for Linda’s career, but one thing is for sure: whoever her customers are on the other side are going to be very happy.
Nomination Title: Linda Irwin
