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Please join Christopher Flynn, Director of Rational Client Support (RCS), Americas, for an info
Speakers: Chris Flynn, Director, IBM Rational Client Support Americas
Conference Schedule: 12:00 PM EDT, 11:00 AM CDT, 10:00 AM MDT, 9:00 AM PDT
Friday, May 7, 2010 for a duration of 1 hour
Conference telephone numbers:
Participants, Toll: +1-210-795-1098
Participants, Global Toll free: +1-866-803-2143
Passcode: IBM RATIONAL
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We've created a chan
What is our most popular video technote to date? THIS one, UNIX/Linux silent install of ClearCase and ClearQuest.
What new content would YOU like to see on our IBMRationalSupport channel?
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IBM Education Assistant is a series of educational modules designed to help you gain a better understanding of IBM software products and use them more effectively to meet your business needs.
New IEA modules published in April:
Rational ClearCase Global Monitor Inst
Rational Performance Tester Using Datapools in Rational Performance Tester (published 4/30/2010)
Assist On-site How to get started with Assist On-site (published 4/23/2010)
You can find these, and many more,
Today we speak with Masami Yamaguchi, one of Rational Client Support's newest Knowledge Managers, and Client Satisfaction Project Office (CSPO) reps in the Asia Pacific (AP) region based in the Sydney, Australia office. As a self admitted private person, we are elated to have a rare glimpse into Masami's life here! Of course, you can also still glimpse into the lives of other people within RCS using the 'interview' tag!
Tell us a little about yourself: who are you, what is your role in Rational Client Support?
My name is Masami. I was born in Japan and migrated to Australia in 2001. I joined Rational in 2002 as a Technical Support Engineer for PurifyPlus, RoseRT and TestRT. It was just a few months before being acquired by IBM. Since last year, I have been working in the Client Satisfaction Project Office (CSPO) and Knowledge Management (KM).
How long have you been working for IBM and Rational?
Close to 8 years.
Have you had any other roles in Rational?
I worked as a TSE until last November.
What are you currently working on?
Many CMT situations as Resolution Team Lead and KCS promotion in AP.
What project are you the most proud of?
I ran Retain and PMR process training for Technical Support Engineers (TSEs) in India in 2008 and 2009. I went to the Bangalore office twice and trained 100 TSEs. For my first visit, somehow I forgot to pack my underwear for the first time in my life, so the first thing I did there was shopping. My second visit was suppose to be a week, but ended up a month. Still, I managed to survive. So, this is the project I am proud of.
Do you have an "on the job" hero? If you could "follow" anyone for 24 hours, who would it be?
I am interested to know what a day for Sam Palmisano is like.
Are you a gadget person? What type of gadgets do you use?
No, I am not a gadget person. Even my TV does not have a remote control!
What gadget, which you currently own, can you not live without?
I use a Macbook at home. I download a lot of music and save photos. I can live without it, but I do not want it to crash just yet as I have not had any backups.
What's the coolest piece of tech news you've heard lately?
Gene patch - A patch to fill in for faulty genes, which helps to correct genetic mistakes. Cancer, asthma, Alzheimer’s, diabetes can be fixed by installing a patch in the near future. Would it not be wonderful?
What is your favorite part of working for Rational Client Support?
My colleagues (managers inclusive ). People surrounding me are always helpful and friendly.
What are you passionate about?
I like biography. Anyone's life has something.
Tell me about the biggest problem you've solved?
Finding a job in RCS... After migrating to Australia, I changed my job (and company) 3 times within a year. I got lucky the 4th time and landed in RCS.
Tell me about the biggest problem ahead for you?
The battle against aging!
In your spare time, if you have any, what hobbies or activities interest you?
I like music, films, a little of reading, and shopping. I rotate those to entertain myself. Yes, I am in-door person; I moved to a wrong country.
What specifically drew your interest to become involved with music?
I was learning piano when I was a child. I felt like learning it again a few years ago, but there was no space for a piano in my flat, so I started with violin instead.
What is on your nightstand with regard to reading?
I am reading Catch-22 now. My reading speed is VERY slow, so I will likely finish it by 2012.
What has been your biggest surprise you have witnessed in the technology industry?
Google... well, I mean Internet search engine.
What are you doing to make the planet smarter?
I try not to use paper towels. Paper towels are recyclable/recycled products, but recycling stuff still consumes tons of water.
Are you a blogger in the blogosphere? ... Are you a YouTuber? ...Are you an Author? .... Do you Tweet? ...
No. Perhaps, I am too private person, but I do not understand why there are so many people sharing their everything with anybody. Does anyone keep anything secret in these days?
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Innovate 2010, the Rational Software Conference, is less than a month away, and it's starting to feel real now.
Some of what you can expect at Innovate 2010, from a Rational Client Support perspective:
Several Rational Client Support speakers will be presenting sessions at Innovate 2010:
The Technical Support Café
Europe 4 Dolphin Hotel (Lobby Level)
Looking to meet Technical Support management? Want an opportunity to share your feedback with our Technical Support executive? Need to know how to get some attention on one of your important pmrs? Want to come to one of our lightening sessions to learn some technical tips and tricks? Have you heard about our improvements to the Support website with the Support Portal? Do you know how to leverage our Electronic Service Requests(SR)? Well, look no further. Come talk to Rational Client Support in the Support Cafe! We have moved from the Solution Center into our own room. Come and enjoy some refreshments and discuss your Support needs when YOUR schedule permits. We are here to assist you and share some knowledge with our rolling lightening sessions. Stop by and check it out!
Red Carpet Lounge exclusively for Accelerated Value Program Clients
Asia 5 Dolphin Hotel (Lobby Level)
The Rational Accelerated Value Program Team is proud to host an “invitation only” experience for you at Innovate 2010 - The Accelerated Value Red Carpet Lounge.
The Red Carpet Lounge (RCL) is available to you throughout the conference where we focus on presentations and round tables with mana
Red Carpet Lounge Welcome Reception: Sunday, June 6, 5:00pm - 6:00pm
Red Carpet Lounge: June 7-10, 8:00am - 5:00pm
We'll be blogging the conference right here on Notes from Rational Support.
We'll be tweeting too, from @rationalsupport. If you want to join in the fun, please use the hash
Be sure to upload your photos from Innovate 2010 to the Flickr pool we've created.
Stay tuned for more #ibminnovate excitement!