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 Lo
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 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 Lo joined the IBM z/OS Support team as a new hire in August 2022 after completing his double major at Fairfield University 3.93 GPA. IBM's z/OS is the operating system running on IBM's flagship mainframe platform, holding 80% of the world's critical business data.
z/OS Subject Matter Experts (SMEs) require deep skill in Assembler, PL/X, and z/OS debugging, all of which present a steep learning curve for new graduates. Ryan engaged enthusiastically with his mentors, assigned education, and training opportunities. He grew impressively quickly into a recognized SME in the job scheduling component of z/OS (JES) and expanded to include Scheduler/Allocation.
Ryan has shown himself to have an eye on the future, and volunteered to join a new team supporting core AI functionality on z/OS. As additional exploiters of AI come to the platform, Ryan will be key to supporting their function and growing further support skill in the AI space in the future.
Beyond his rapid development of technical proficiency, Ryan grew his communications skills impressively with both clients and colleagues. The unique blend of deep technical capabilities and strong interpersonal skills is key for high performing members of the z/OS support team such as Ryan.
- Outline the nominee's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 156 words used.
In addition to the client facing role, Ryan has become a strong contributor to the infrastructure and tooling that enables z/OS technical support SMEs to perform their roles efficiently.
A key recent achievement for Ryan was leading the migration of the Problem Management Record (PMR) Archive. Representing over a decade of case data, the PMR Archive is a first stop for every SME on virtually every case they work. When the platform housing the Archive was due to be sunset on short notice, Ryan and the Tools Infrastructure Team took action to provide continuity for this critical resource. Rather than simply duplicate the tool, Ryan took the time to understand the current needs of the organization and added thoughtful enhancements and modern touches to grow the productivity of his fellow SMEs. Ryan brought this project together on an impressively short timeframe, from inception to MVP to production which speaks highly of his skills, organization, and drive.
- 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 238 words used.
Ryan Lo has made a significant impact in the z/OS Support organization in a very short time with the company. Many employees take a few years to gain competency in their core area, and then are ready to expand their contributions to the team through extracurricular. Ryan almost immediately expressed interest in getting involved in projects above and beyond his core support role and took the initiative to pursue those opportunities.
Most recently and notably, he did an excellent job as one of only a handful of individuals who volunteered at the IBM Poughkeepsie site to be a coach during the recent companywide “watsonx challenge” activities. For somebody of his tenure, this was most impressive, and he received very positive feedback for his efforts. As a result he has been selected to represent our organization at an upcoming event hosted by IBM Research.
As a member of the Tools Infrastructure Team, Ryan contributes his skill to the overall functioning and efficiency of the z/OS Support organization. This has involved him in several important projects, including the PMR Archive migration which he drove. His initiative and desire to create new things has also involved him in the patenting and IP development process within IBM, with the aim of achieving his first patent filing.
Ryan sets a wonderful example for his peers through his skill, energy, and leadership and we are thrilled to have him on the z/OS Support 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 180 words used.
Ryan Lo was the recipient of the 1Q 2023 Culture Catalyst Award (which recognizes IBMers who exemplify our purpose, values and growth behaviors to activate our culture and drive growth) for his work on PMR Archive and JumpStart program.
Client Feedback:
” Technician did an excellent job assisting with my questions. Technical knowledge was outstanding.”
IBM z/OS Senior Technical Support Leader:
"I had the pleasure of working with Ryan on the PMR archive migration project. He was open and receptive to feedback regarding the tool and was responsive in making the suggested changes quickly. I look forward to continue working with him on the Jira extraction as well as other tools for the organization."
IBM z/OS Technical Support 1st Line Manager:
I was Ryan’s manager from August 2022 to June 2023. During his time here, he demonstrated strong motivation, discipline, creativity, resourcefulness and ability to excel beyond his peers. He possesses advanced skills in communication, collaboration, and comprehension that typically take others years to develop fully. I would recommend Ryan for any future roles that require these capabilities.
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