Peter Lum Hee
Dallas ,TX
Summary
- 15+ years in Technical Support Services, specializing in customer satisfaction and operational excellence.
- 7+ years of leadership experience, managing teams of 15+ engineers.
- 9+ years in critical incident & escalation management with executive stakeholders.
Overview
17
17
years of professional experience
Work History
Support Delivery Manager - Focused Services
Palo Alto Networks
08.2021 - Current
- Oversee technical support team operations, ensuring exceptional service and SLA compliance
- Set team goals and KPIs aligned with company objectives, providing performance feedback
- Serve as escalation point for high-priority issues, driving quick resolution and stakeholder communication
- Analyze support metrics to identify trends and implement efficiency improvements
- Spearhead recruitment, onboarding, and training of new engineers
Technical Support Manager
Cisco Systems
04.2019 - 08.2021
- Led 20+ engineers across 3 Cisco TAC teams, optimizing support for WebEx Cloud and Unified Communications
- Drove product and process improvements by identifying inefficiencies and implementing solutions
- Presented quarterly business reviews (QBRs) to executive leadership, focusing on team performance and customer satisfaction
- Mentored engineers, guiding career development and conducting performance evaluations
Duty Manager / Incident Manager
Cisco Systems
07.2016 - 04.2019
- Managed critical incidents, ensuring timely resolution within SLA and minimizing impact on customers
- Led cross-functional teams to coordinate incident responses and implemented corrective actions to prevent recurrence
- Created and enforced incident management processes based on ITIL best practices
- Delivered post-incident reviews with actionable recommendations to optimize future responses
Technical Support Engineer
Cisco Systems
06.2008 - 07.2016
- Resolved escalations for enterprise clients, maintaining a 98% customer satisfaction score
- Specialized in Unified Communications deployment and troubleshooting
- Authored knowledge-based articles to assist engineers in troubleshooting processes
Education
MBA -
University of Texas At Dallas
Bachelor of Science - Electrical Engineering
University of Texas At Dallas
Skills
- Customer support
- Operations management
- Project Management
- Strategic planning
- Escalation management
- Reporting
Timeline
Support Delivery Manager - Focused Services
Palo Alto Networks
08.2021 - Current
Technical Support Manager
Cisco Systems
04.2019 - 08.2021
Duty Manager / Incident Manager
Cisco Systems
07.2016 - 04.2019
Technical Support Engineer
Cisco Systems
06.2008 - 07.2016
MBA -
University of Texas At Dallas
Bachelor of Science - Electrical Engineering
University of Texas At Dallas
Similar Profiles
Tony PrestifilippoTony Prestifilippo
Principal SRE at Palo Alto NetworksPrincipal SRE at Palo Alto Networks
Rahul Nandan KoravankuzhiRahul Nandan Koravankuzhi
Premium Support Engineer - Focused Services at Palo Alto NetworksPremium Support Engineer - Focused Services at Palo Alto Networks
JUSTIN HERRMANNJUSTIN HERRMANN
Global Sales Support Specialist at Apex Systems (Palo Alto Networks)Global Sales Support Specialist at Apex Systems (Palo Alto Networks)