Company: IBM
Company Description: International Business Machines (IBM) Corporation is an American multinational technology company headquartered in Armonk, New York, with operations in over 171 countries. IBM produces and sells more than 7000 computer hardware, middleware and software, and provides hosting and consulting services in areas ranging from mainframe computers to nanotechnology
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Remote Customer Service Innovation of the Year
 Nomination Title: IBM zSystems Hardware Innovations enabling faster remote client assistance
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2020, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 198 words used.
Ryan Mulhern joined the IBM zSystems Hardware Support team in 2018, and has demonstrated himself as an extraordinary professional always considering how he can improve the zSystems client experience. Ryan has always been driven to help others, which allows him to thrive in a client/team centric environment. Ryan brings a flexible mindset gives him the ability to understand concepts/issues very quickly but also to explain it to people any professional background, winning him the “Super Teammate" award at the Organizational level. Working constantly with clients, he understands the urgency of providing an immediate solution for each case along with the impact of creating a long-term solution befitting all. In 2021, Ryan received a prestigious Outstanding Technical Achievement Award for his innovative project outlined below. Another critical role Ryan also plays internally, that helps him understand client struggles, is in modernization of our IBM support tools with a huge effort to move away from traditional server hosting, migrating these tools remotely during the pandemic to a now cloud-based re-deployment increasing reliability, serviceability, and availability. Managing multiple roles and keeping an open mind has helped Ryan to file patent(s) to the US patent office for several innovative ideas. (Patent numbers included below)
- Outline the nominated achievement since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 196 words used.
Ryan has not only led numerous critical client situations with his passion for IBM zSystems customer satisfaction, modernized our tools, but also has been the execution and development lead for a very impactful innovation which involves automated zSystems firmware code update. He worked relentlessly with cross-functional teams to implement and lead execution of a complex end-to-end automated firmware code update function, which can be scheduled on the systems by the client remotely. Once that project was deployed, in 2021, Ryan led the design and execution of another innovation to allow automated advanced problem log transmission which can be scheduled without having remote access. Since the launch, we have over 200 automated firmware code load attempted which is win-win for not just our clients but also for IBM driving overall efficiency specially during the Covid pandemic. Also, 86 potential data collections performed using Remote Data Capture. Ryan’s ability to quickly understand complex technology, his passion to solve technical challenges, understanding the design and ability to propose & execute simple yet efficient solutions with his innovation ideas is who makes him stand out and hence truly deserves the Remote Customer Service Innovation of the Year award for his outstanding contributions.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 241 words used.
The standout of this innovation is this technology is developed to still comply with non-negotiable IBM Systems security constraints. Ryan’s role made automated firmware code update function a reality. IBM zSystems is the most secure platform in the world. Strong security measures include no possible remote login for IBM to perform service/maintenance. This challenge apparent during the pandemic where due to site access constraints, IBM clients were struggling to apply firmware updates. His biggest accomplishment was leveraging the knowledge and new infrastructure design in place to capitalize on another technical challenge which was also a big pain point during pandemic, which was transmission of advanced problem log collection such as large dumps which in the past required IBM personnel to be onsite. This innovation, automated advanced problem log transmission can be scheduled without having remote access.
Before Remote Code Load, there was 7-day lead time to schedule updates. The new streamlined and automated process, Remote Code Load can be scheduled with just 48 hours of lead team and a detailed completion report. For Remote Data Capture – the invention improves from 3 days turnaround time on an average spent to collect complex data to now 12 hours ensuring we collect the right data closer to the failure. This has been win-win for our clients as well as IBM Support This has already proved to be game changing technology for IBM zSystems Support to improve larger and on demand log collection efficiency.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 250 words used.
Additional References:
IBM zSystems process the world’s most important data transactions. 80% of the worlds corporate data resides or originates on mainframes which process ~30 billion business transactions every day.
IBM zSystems - https://ibm.biz/BdPPWw
US Patents:
3 Filed Patents One granted, Two pending…
P202104098 AI Clustering for Optimal Combination of Critical Parts
P202100713 Smart Allocation of Parts Based on Environmental Conditions
P201901824 System and Method for Realtime Brake Condition Monitoring and Assessment Using Optical Sensors
4 Defensive Publications:
P202009413 Solder Process with Targeted Heating and Cooling
P202005040 Method for Detecting User Difficulty and Suggesting and Collecting Feedback
P202004615 Method for Partially Decentralized use of Reusable Shipping Packaging and Paperless Postage
P202003664 System and Method for Tracking and Assessing Shipment Packing and Handling with Smart Shipping Units
Ryan has received 45 Appreciations recognizing his talent, passion and teamwork through the official IBM appreciation tool.
Quote from IBM Leader:
“Ryan put together a complex cloud environment internally to test recovery actions plan for highly pervasive and impacting data replication issue, seen at (one of the world’s largest bank) and many clients. Through his efforts, the Product Engineering team was able to recover many clients concurrently which hit this issue”
Recognition from seasoned team-mate:
“Thank you for being a tremendous force, and holding down the fort against complex issues, tools and your innovative ideas”
Recognition from management:
“Congratulations on receiving an Outstanding Technical Achievement Award for your contributions to great innovation of Remote Code Load. This is a well-deserved accomplishment!”
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