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