kellypuffs 06000168YK Visits (3026)
Watch an overview demo of "What's new in Rational Asset Manager 7.5 milestone 3 - Lotus Connections"
This is just one of several new Rational Asset Manager 7.5 M3 videos just posted to the IBMJazz channel on YouTube.
kellypuffs 06000168YK Visits (7884)
Tacit knowledge is the knowledge in your head. Knowledge you haven't shared. Explicit knowledge is knowledge written down and shared. Tacit knowledge is good, but explicit knowledge is better, particularly in a technical support context. In Rational Client Support, we've built a robust knowledge management program, based on knowledge-centered support best practices, aimed to equip the organization to capture knowledge effectively for reuse, not only internally, but outside the firewall as well.
The support engineer on the other end of the phone not only brings to bear his/her own expertise on an issue, but also has at hand our knowledge base built on the collective experiences of the organization and clients to date. We solve a problem once, and then reuse the solution, building upon it as experience dictates.
Capturing knowledge is not something we do in addition to solving problems....it is the way we solve problems.
Shared knowledge IS power.
image credit: (cc) KaCey97007
AcdntlPoet 2700019V2G Visits (2986)
Today we bring you an interview with Anthony Cooray. As a manager from our Melbourne, Australia office, Anthony leads the team of technical support engineers for the Japanese region. With a self-confessed passion for software, he stays busy working with teams all across the organization to improve the products as well as support. Of course he's as "driven" in his spare-time as he is on the clock, as you'll see below. And don't forget to check out some of our previous interviews too!
I am the Technical Support Manager for Japan. In this role I have the responsibility of ensuring the efficient and effective delivery of support to our client base in Japan. Support is provided with the help of a number of support and development teams located around the world. I work with all these teams.
When did I join:
I joined IBM Rational in 2006
Before moving to the current role, I was the Asia-Pacific Support Manager for Rational Clearcase and Clearquest.
What I am working on:
There are 2 areas that I am focusing on: One is on creating more technical content in local language, the second is to provide more effective support when a large number of IBM products are involved in a solution.
I usually start around 7:30AM and check my emails from the previous night and do any needed meetings with my colleagues in the US. Then, I go for a swim or walk and restart around 10AM. Most of my day will be occupied with emails and calls with clients, TSE's, peer managers, Sales and Tech Reps, other IBM support teams, development teams etc. I stop at around 6PM but work for 1-2 hours later in the night to take care of any issues that come late.
Project I am proud of:
When I came into this role, one of my major focus areas was to reduce our average time to solution given by support. Over the past 2 years we have to managed to reduce this time by nearly half. That is very satisfying.
Biggest Problem Solved:
In a support role we only have a few hours to solve a given problem and we handle hundreds of such problems. During my days as a support engineer, I used to support a product family that had 10 support staff in America, 8 in Europe and only myself in Asia. For over 3 years I handled all severity 1 issues from all over the world all on my own during my work hours. There was a lot of pressure to recover the systems fast and I had no one next to my desk to pull some ideas. However, it was also a great experience talking to clients from all over the world.
Biggest Problem ahead:
We have a lot of new and exciting products both created in-house and acquired. I am sure there will be many more to come. As the number of products and technology layers increase, we need to keep discovering new ways to effectively support those.
Are you a gadget person:
I would not say that I am a gadget person as such, but my Blackberry is great!
What types of gadgets do you use:
Not sure if it can be called a gadget, but I have built a Home Cinema, and watching sports and movies in large screen with surround sound at home has been a lot of fun. I watched the Soccer world cup final and it was great in High Definition on a big screen.
Gadgets that I cannot live without:
Blackberry perhaps is the gadget that I will miss although I have now come to take it for granted.
Coolest piece of tech news:
The recent story about IBM Jeopardy machine was very interesting. The way Statistics are used to arrive at the answers was very cool.
Recent Technologies that interest me:
I have always had an interest in man-machine interaction I am looking forward to the day when I can get rid of my mouse and do everything by touch and voice or anything else that will be more natural. It is good to see touch devices become popular and getting into the mainstream.
Technology that should get more attention:
Voice Recognition has become really good recently. I can use Dragon to do Sametime chats when working at home.
If you were stuck in technology deprived island:
Nothing that I currently own. I have for the most part stayed away from the Apple bandwagon so far although I get to play with them since both my son and daughter use nothing but Apple.. I am planning to buy an iPad soon mostly due to the new UI and having all my books, magazines, movies etc., in one gadget and operating them by touch should keep me happy in the island.
Biggest surprise in the technology industry:
The speed at which Virtualisation has spread even to the middle and lower end of the market has surprised me.
What is on your nightstand for reading:
A New Kind of Science by Stephen Wolfram ........We have gone past 500 years with the current method of building knowledge.
Whenever I get a long holiday, I like driving very long distances. In January this year I had 3 weeks off and drove 8000km's from Eastern Australia to Western Australia and back. I am still not sure why I like this when air travel is so cheap. I was born in a small island country and that may give a clue.. Also in summer I do kayaking in the weekends. In winter I do a bit of hiking on mountain trails with my wife.
Use of Social Networking:
I am not an active user but it has helped me get back in touch with a lot of people I had lost touch with. They are in many corners of the world. In fact I was quite active in during the text only internet days.
Do you have any big plans for the future:
Nothing that big but one dream left is to write a book. I have the outline in my head and don't want to go into detail here and it's not going to happen anytime soon either..
What am I doing to make the Planet Smarter:
In an indirect way, help clients build great applications that make the world more intelligent. Sometime in the future I wish I can make a more direct contribution via analytics and leverage my past investments in learning statistics..
Publications Websites frequented:
The Economist is one thing I have been reading for nearly 2 decades. It is not a pure economics magazine and has insightful articles on many general topics. I also browse a couple of websites regularly to keep updated on what is happening in our industry.
Getting answers to my questions:
These days, first thing that come into the mind is Google. . I keep trying other engines but amazed at how Google returns exactly what I am looking for at the top. How do they read my mind? When I need more authoritative sources, I go to a number of academic databases available online.
What inspires me to work at Rational:
The world is increasingly dependent on software. To make even a small contribution to advance the world by helping build better software is a worthy cause.
Software has been although more from a social perspective than a pure technology perspective. After all, software can bring a lot of change to humans and society and it is my belief that a platform such as Jazz was inspired by the desire to improve productivity through better ways of human interaction.
In personal life it is Inner Happiness. At work it is satisfied clients who make the best use of our products and solutions and grow with us.
kellypuffs 06000168YK Visits (2945)
AcdntlPoet 2700019V2G Visits (2522)
This week, we bring you Maeve O'Reilly. As part of the Telelogic acquisition, Maeve has been assisting clients for over the past ten years in her role as a Technical Support Engineer out of the Dublin, Ireland office. She also has a unique perspective into support, having been a client prior to joining the support team as you'll read below. And don't forget to check out some of our previous interviews too!
Tell us a little about yourself: who are you, what is your role in Rational Client Support?
I'm a TSE based in Dublin working on the Rational System Architect, Synergy and Change product lines. Recently I've started looking at Rational Publishing Engine as well.
How long have you been working for IBM and Rational?
10years. Most of that with Telelogic.
Have you had any other roles in Rational?
What are you currently working on?
At moment I'm working on a stability issue at a very secure site, where communication is hampered by their security policies. I'm also working on KT analyses of my open PMRs and knowledge transfers before I go on 7 months maternity leave.
Describe a normal day for you.
I check my PMRs for updates and usually decide on a plan of action for the day. At 9:45 I have a SCRUM where we detail what we did yesterday, what we'll be doing today and any blockers. This is one of the ways we make sure our lines of communication are kept very open.
What project are you the most proud of?
Lately I've had a lot of success with difficult performance issues. I like that type of case as there are so many potential factors involved.
Do you have an "on the job" hero? If you could "follow" anyone for 24 hours, who would it be?
Stalking is illegal in this country.
Are you a gadget person? What type of gadgets do you use?
Not especially though I do love my robot hoover. He is like one of the family. I also have a smart phone and GPS but am inclined to think both a wee bit over rated.
What's the coolest piece of tech news you've heard lately?
A high tech medical analyser from Northern Ireland. Apparently it can carry out about 3000 tests per hour. I like anything that sounds like it is from the Star-Trek version of the future.
What is your favorite part of working for Rational Client Support?
The variety in type of cases and customers.
What inspires you in your work?
I was a customer prior to joining support - I understand the pressure our customers are sometimes under and really do empathise with them.
What are you passionate about?
Liberty! I strongly believe that we need to fight the religious organisations, organised crime, and paramilitary groups at every level in society. They cannot be allowed to to either attain more power or retain the power they already have over the individual.
Tell me about the biggest problem ahead for you?
Sleep deprivation. 6 weeks of 3-hourly feeds.
In your spare time, if you have any, what hobbies or activities interest you?
Hiking is my favourite hobby, particularly in the French Alps. It is a bit more difficult with children. We have an off-road push chair and a ruck sack for carrying our one year old, but he doesn't want to stay in either of them for hours. So we are restricted to short walks for the next few years.
When did you first become interested in hiking?
I grew up at the foot of the Dublin mountains, we were always up in them. But our mountains are ancient and low. We need to go abroad to get some proper altitude.
What specifically drew your interest to become involved in the technical field?
My first job after college was with United Parcel Services. I was fascinated by their mainframe - the only thing that never, ever went down. That inspired me to start studying IT at night. I still tend to follow any news item on mainframes and I'm well impressed that the IBM mainframe used for PMRs just 'swallowed' all of Telelogic - not a big deal at all. No extra hardware, no local replicas needed, etc..
Have you worked on any projects that you feel were exceptionally exciting for you?
I like to know what our customers are using our tools for. Currently the two banks who have my money are customers of ours.
If you were stuck on a technology deprived island, what single technology could you not live without?
I really would not like to be stuck there but I reckon I could live without them all. I have hippy tendencies.
What is on your nightstand with regard to reading?
A maternity book. I'm expecting my second child in 5 weeks.
What is your favorite technology that fizzled or failed to live up to the hype?
Windmills. Not that they are new, but still so expensive to install and maintain. I have the ideal site for a small turbine but it just isn't worth it.
Any new technologies that you think are about to break into the big time?
If necessity is the mother of all invention, a viable alternative to Oil has to be on its way and high tech will probably be central to it.
What future technology would make your life easier?
Transport. We are pushed and pushed to public transport, which even at its best is just not pleasant. It traps us to schedules, fixed stop points and crowds. I would like a radical Star-Trek type solution. Click my fingers and I'm there.
How do you grow your technical skills?
I'm a bit addicted to formal university education. I've just finished an MSc and I'm wondering now what I'll do next.
How do you prefer to find answers to your questions?
How are you using social networking today?
I'm more of a social networking voyeur. I check Facebook regularly but rarely update except for some photos.
How could you see yourself using it in 5 years?
Probably not very far from where I am now but with two school going boys instead of babies.
Are you a blogger in the blogosphere? ... Are you a YouTuber? ...Are you an Author? .... Do you Tweet? ...
No. I tried blogging for a while but it turns out I don't have enough to say.
What publications / websites do you read / visit?
irishtimes.com, theregister.co.uk, bbc.co.uk