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In case you hadn't heard, it's Customer Service Week! We'd like to take the opportunity to honor and recognize ALL of the individuals across the world-wide Rational Client Support organization who are dedicated to your success every day.
And did you know? They aren't just on the phone or responding to emails. They are writing technotes, whitepapers, and redbooks. They are contributing to user groups, communities, and social media outlets. They are speaking at conferences. They are conducting early client programs. They are a tireless bunch, maniacally devoted to solving issues and helping wherever they are able.
We have been highlighting a few of these support stars on our "Meet the Peeps" interview series here, providing a "face" to the support and service side of the company. One of the recurring themes I have seen in these interviews really highlights the core of what Customer Service Week is all about: the people. Almost every interviewee has indicated the best part of working for Rational Client Support is the people. And I couldn't agree more. Having worked in a Technical Support role for much of my career, I can honestly say, my colleagues and clients alike were (and still are) the best part of the job, providing challenge, motivation, and best of all, inspiration.
But don't be fooled, those interviews only represent a small sampling as the breadth and depth of our tireless support organization, like an iceberg, is far greater than what can be seen sticking out of the water (or blog for that matter). With that in mind I'd like to ask you to take a minute sometime this week and let your support engineer (or any customer service worker) know how appreciated they are. Those small thanks really do go a long way!
Photo credit, Bryce Johnson, http
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The new Rational License Key Administration and Reporting tool has released! Download the tool for free today, and start reporting against your usage of IBM Rational Products.
The reporting feature of the new Rational License Key Administration and Reporting tool generate license usage reports for IBM Rational Products using Flexlm and Jazz (CLM) licensing technologies. It provides reports on the use of floating and token licenses, including:
Some of the new administration features of the tool include:
For more information on downloading, installing, configuring, and using the new Rational License Key Administration and Reporting tool, see:
Just a quick note to let you know that I have accepted a new role in IBM, still focused on collaboration, communities, and knowledge-sharing, but outside of Rational Client Support.
It's been a great ride, and I'm looking forward to new opportunities and challenges. Notes from Rational Support is going strong and I leave you in the Most Capable Hands of my Wonder Twin, Jason O'Donnell and the growing cadre of bloggers in Rational Client Support.
They, and everyone else at Rational Client Support, inspire me every single day with their dedication and passion for client success. You've got a great bunch of people to work with.
It has been my pleasure and joy to share knowledge with you here, and I hope we have been able to make a difference for you. So, of course, consider this one last plea for feedback from me. If you have found this blog to be of value to you over the past several years, a quick comment would be greatly appreciated.
As always, you can find me on t'internets as kellypuffs. (And hopefully, Jason will let me come back with the odd guest post now and then
* Jason's Editorial Note:
As you may have already noted, we are also adding other post authors to our growing list of contributors (it takes a lot of people to replace Kelly!), and will continue with this trend to make sure the blog here remains a solid and valuable resource for our clients and other IBMers as well. It is our commitment to take Kelly's work here and carry on the ideals she set forth when she began this blog: open, transparent, and authentic communication and collaboration for mutual success.
Today we are delighted to spotlight Wendy Toh. Wendy is RCS's new Vice President responsible for managing the worldwide client support organization for the Rational division in Software group. Born in Malaysia, Wendy moved to the United States in the early 1980s, graduated from the University of Florida with a BS in Mathematics and Computer Science, and subsequently started her career with IBM. She has some serious and long work days in her role as VP, but gets through them all successfully by following her personal mottos, as you'll find out below:
Tell us a little about yourself: who are you, what is your role in Rational Client Support?
I joined in January 2010 as the Vice President of RCS. I am excited about this new role and looking forward to meeting the team and working on making 2010 very successful.
How long have you been working for IBM and Rational?
I've been working at IBM since 1989 and in Rational since 2006.
Have you had any other roles in Rational?
Yes. I've been the development director for the Enterprise Modernization Tools & Compilers (EM&C) team as well as the Enterprise Architecture and Analysis Design Construction (EA/ADC) teams. I've also been an executive sponsor for the Rational China Development Lab working with Charles Yan. Finally, I'm the executive sponsor for both of the Research Triangle Park Asian and Women's Diversity Network Groups.
Describe a normal day for you.
I arrive between 7:30AM and 8AM and catch up on emails. Typically I have 7-8 hours of meetings scheduled each day. I prefer to leave the office around 6PM to go workout or take a break. I am usually online in the evenings 2-3 days a week to catch up on email. Like many of you, I also take late calls from home. Finally - I travel quite a bit - probably about 50% of my time - to visit our clients. I plan on getting to Singapore, Kuala Lumpur, and Sydney in April, followed by a visit to Bangalore, Stockholm, and Amsterdam in May, before I head to Orlando for Innovate 2010! This doesn't include short trips that arise suddenly due to critical situations.
What type of gadgets do you use?
Blackberry Tour, Kindle, iPod, MacBook
What gadget, which you currently own, can you not live without?
My Blackberry Tour cellphone
What is your favorite part of working for Rational Client Support?
The people!! Even when it's stressful most folks keep their sense of humor! I also like the fact that we can make a positive impact on our clients in helping them get productive!
What are you passionate about?
Enabling people to reach their full potential while maximizing their contributions to IBM and IBM customers.
How do you define success?
Being joyful and happy in all aspects of my life. While I do put a lot of time and energy towards my job, it's my family and friends that keep me grounded. I also believe we must succeed by living and working by a consistent set of core values that reflect our personal beliefs and ethics.
Any other fun tidbits of information about you, your job, or RCS that you'd like to share?
I enjoy sports and music very much. I'm a big Florida Gators fan (that's an American college football (not soccer) team for those of you who live outside North America :-). Some artists on my iPod playlist: Pink Martini, Dwight Yoakam, Trisha Yearwood, George Strait, ABBA, Chris Isaak, Gwen Stefani, Kelly Clarkson, Dwight Yoakam, Reba McEntire, Frank Sinatra, The Mavericks.
Here are the mottos I live by:
1. Sometimes you're the windshield, sometimes you're the bug
What have you planned for your next vacation(s)?
Weekend getaway in New Orleans at the end of March, then a 12-night Mediterranean cruise in the summer...woo hoo!