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 Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year - Technology Industries
 Nomination Title: Ryan Bouchard
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated woman, 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 individual: history and past performance (up to 200 words):
Total 199 words used.
Ryan Bouchard joined the IBM z/OS-DFSMS Support team as a new hire in February of 2018 after graduating from the University of Arizona with a Computer Science Bachelor’s degree. IBM’s z/OS is the operating system running on IBM’s flagship mainframe platform, holding 80% of the world’s critical business data. DFMS is the data management layer for z/OS.DFSMS Subject Matter Experts (SMEs) require deep skill in several complex areas, which presents a steep initial learning curve. Ryan engaged enthusiastically with his mentors and assigned education/training. He learned significantly faster than average, becoming a recognized SME in the Removal Media Manager (Tape management system for z/OS) component. He has since also become an SME in 2 other z/OS-DFSMS components: cZX (new z/OS Container Technology) and DFSORT.Ryan is regularly referred to as a ‘rock star’ by both his peers, and the leadership team, as evidenced by being promoted 2 levels in the 6 years he’s been with IBM – considerably faster than average. His technical acumen is only one piece of his overall contributions to a long-standing and complicated support organization. His positive, approachable attitude and his ability to find clever solutions, make him an extremely successful employee at IBM.
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 243 words used.
In addition to his SME success, Ryan joined the organization's Tools Team and is now the leader of that team, developing diagnostic tools and methods to help the entire support organization become more efficient. The following two tools highlight Ryan’s personal contribution.The first is the creation of WebIPCS. This tool provides a modernization of historic mainframe ‘green screen’ diagnostics via a cloud-enabled web based tool. This has drastically improved the support teams’ efficiency in debugging zOS core system dumps. WebIPCS also decreases the learning time required by new members by more than 30%. Analysis of WebIPCS use shows every day use by many teams, several outside of zOS, analyzing ~10K dumps/year, equating to 1000s of hours of debug time saved.The second tool is zSTAR. Ryan quickly recognized the potential for adopting zSTAR as the method to immediately see the availability of key technical resources when critical client issues are reported. By taking the initiative to understand, evaluate and subsequently drive the implementation of this tool, he facilitated a smooth transition to zSTAR from the prior scheduling/planning tool. He did an excellent job in organizing a pilot usage of STAR by a subset of teams, and then rolled it out to the entire organization (~500 employees) by providing education, as well as continual technical support. This was critical as many changes were required to the original version of the tool. Without his leadership this would have been a much more difficult transition.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 187 words used.
As described above, Ryan has made several significant contributions to the z/OS-DFSMS Support organization in very short time with the company. Most employees take years to become proficient in their core component teams in this role, Ryan has achieved not only that, but his drive and motivation in other areas make him a key contributor to IBM. Ryan has clearly accomplished the technical requirements to earn him the nomination for this award. Beyond that, however, Ryan recently participated in an external technical publication residency. He also traveled to India to train several new hires at that location, earning him an IBM Culture Catalyst award in 1Q2024. His work on various tool projects earned him an IBM Entrepreneur award in 1Q2023. And lastly, he has been the president of the local IBM Tucson New Hire Network, welcoming over 200 new hires as they joined IBM over the past 5 years.
Ryan sets a wonderful example of an all-around exceptional employee. Due to his energy, spirit and attitude along with his expert technical abilities, the IBM Technical Support organization is lucky and thrilled to have him on the team!
- 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 214 words used.
Comments from IBM Clients commending Ryan’s work:
“Co-ordinated with related application group team to bring in expertise to resolve the installation issue. Excellent as always.”“Great support. We as customer feel that our custom installation needs are taken into account for further sw development and that there is at least a certain understanding of our situation. Not getting an immediate decline for our request but transport our issue as discussion into the internal IBM team is greatly appreciated.”“Gold standard support.”Comments from IBM Client Support Manager:
“Thank you for all the great support with the tools and containers mission, the recent presentations, and now taking the challenge of co-leading the tools development group!”Comments about Ryan from Peers via internal recognition program:
“Ryan, big thank you for the spent time on Container cases it was vital for my grow and education into the Container technology. Also, thank you for the collaboration on WebIPCS project.”“Ryan, you have been a tremendous help with working on complex support cases. Your expertise and dedication have made a significant difference in resolving challenging issues. I truly appreciate your support and commitment. Thank you for everything.”Additional Info:
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