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It is now my honour to present the next our regular series of interviews with some of the very interesting people in Rational Client Support. This week, we'd like you to meet Christian Glockner, a Rational ClearQuest Technical Support Engineer out of IBM Rational, The Netherlands. Of course, Christian's roles also go far beyond technical support as you'll find out in the interview below; and don't forget to visit his profile on My developerWorks!
Tell us a little about yourself: who are you, what is your role in Rational Client Support?
My name is Christian Glockner, and primarily I work as Technical Support Engineer for IBM Rational ClearQuest in Rational's European support center located in Amsterdam, The Netherlands.
Apart from that I have several other roles, including coach for the Kepner-Tregoe Resolve methodology that Rational Client Support have adopted several years ago, and working as part of the Lab team in Amsterdam, making sure the infrastructure our colleagues use for reproducing client issues works.
How long have you been working for IBM and Rational?
It's hard to believe, but I've been with Rational (and IBM for that matter) for three years already! Doesn't time fly?
What are you currently working on?
Besides helping our clients resolve issues they are experiencing with ClearQuest, I am trying to figure out what we can do to further increase client satisfaction and resolve PMRs quicker than before.
Describe a normal day for you.
Luckily I don't have to be in the office at a specific time, so I like to sleep a bit longer than others (which makes my friends envy me badly). I am not a breakfast person, so I make myself on the way to work quickly, and normally I arrive there some time between 9 and 10. First I check any e-mail that has come in to see if anything from Development needs my attention (for example, in case a developer needs more information in order to reproduce a Defect). Next up is reviewing existing PMRs to see what we're going to do about them today, and that pretty much continues throughout the day.
What project are you the most proud of?
Probably that would have to be the work we have done for a new process that will change the way support works with development. We're really excited about it and we're planning to present it at this year's Innovate conference in June.
Are you a gadget person? What type of gadgets do you use?
I am not too much of a gadget person, but everything that has a screen gets my attention.
What gadget, which you currently own, can you not live without?
What is your favorite part of working for Rational Client Support?
There's really two or three aspects. For one, I just enjoy solving problems. Secondly I love helping people, so if I can help clients resolve issues I get the best of both worlds. And finally I enjoy the openness inside RCS (and IBM on the whole).
What are you passionate about?
Technology. That's why I work at IBM.
What tip or trick would you like to share with the class?
If you are a gadget guy and you listen to podcasts, then you should definitely listen to The Daily Giz Wiz.
How do you define success?
Professionally: If a client tells me I helped them resolve the issue they were having and if I manage to make work an enjoyable experience for my colleagues.
Personally: If I can make a difference to other people around me.
In your spare time, if you have any, what hobbies or activities interest you?
This is probably very nerdy, but I am really fond of airplanes and trains. I'm probably the last person to enjoy air travel, solely because it involves planes, clearly one of mankind's biggest inventions, and still a miracle in my book.
If you were stuck on a technology deprived island, what single technology could you not live without?
Definitely the Internet. I honestly don't know what I was doing without it all these years.
What is on your nightstand with regard to reading?
I don't read before going to bed, but rather on my daily commute by train. At the moment I'm reading The Unnamed by Joshua Ferris, which I can highly recommend.
Is there any technology that you think should get more respect and adoption but does not?
Solar Energy is still not as widely used as it could be, so definitely it should be adopted more widely.
How do you grow your technical skills?
I have always been curious to find out how things work and why they work the way they do. I found that I can also apply this in my job, so I really learn new things every day.
AcdntlPoet 2700019V2G Visits (2429)
We are working to improve the link placement of this very important page, but in the meantime, here are 3 ways to get to our licensing area through the portal:
On January 6th, 2010, all Rational Support web traffic will be redirected into the IBM Support Portal!
The "Click to Try" banner on all our support pages will be updated weekly as we count down to January 6th.
For more information, stay tuned to Rational's support site, support blog, Twitter and now Facebook (htt
Need more information?
Here are some helpful resources that should answer many of your IBM Support Portal questions:
Try out the IBM Support Portal (htt View the Portal Demo Videos (htt Visit the IBM Electronic Support Community blog (htt Visit the IBM Support Portal News and Alerts blog (htt
View the Portal Demo Videos (htt Visit the IBM Electronic Support Community blog (htt Visit the IBM Support Portal News and Alerts blog (htt
Visit the IBM Electronic Support Community blog (htt Visit the IBM Support Portal News and Alerts blog (htt
You can follow Rational Support on Twitter - http And now Rational Support has a Facebook page! - http Finally, if you have feedback or questions about the portal, you can submit feedback via the Feedback link in the portal, send email to both firstname.lastname@example.org & email@example.com, or post a comment in one of the 3 blogs listed above.
And now Rational Support has a Facebook page! - http Finally, if you have feedback or questions about the portal, you can submit feedback via the Feedback link in the portal, send email to both firstname.lastname@example.org & email@example.com, or post a comment in one of the 3 blogs listed above.
Finally, if you have feedback or questions about the portal, you can submit feedback via the Feedback link in the portal, send email to both firstname.lastname@example.org & email@example.com, or post a comment in one of the 3 blogs listed above.
AcdntlPoet 2700019V2G Visits (2483)
Information courtesy of Laurel Dickson-Bull, Rational Beta Program Manager
As part of IBM Rational's various client programs, you can become instrumental in the design and development of future releases! By participating in these programs, you will have the opportunity to provide feedback to the development team to help improve the product, gain experience with the product release under development and assurance that it will work in your environment, and receive development assistance during your testing.
The varied types of early programs are:
Each of these is defined further on the IBM software Early programs definitions page.
While you are at the Rational software early programs page, don't forget to take a look at the other Rational programs listed, including the developerWorks communities and the Software Accelerated Value program!
AcdntlPoet 2700019V2G Visits (1952)
So, you're on the hunt for some tips and tricks to help you with the IBM.com search features are you? Well, here's some best practice search tips available at: http
On this search tips page you will find:
You can also use the IBM Software Support Toolbar to search from anywhere on the web, and narrow your results to only the locations you want to see.