AcdntlPoet 2700019V2G Visits (2223)
Today we have the pleasure of introducing Pavan Hoskeri. Pavan is a driven support engineer based in Bangalore, India who came to Rational Support through the acquisition of the Telelogic portfolio. As you'll see below, Pavan has a passion for support and building relationships with his clients and colleagues alike!
Tell us a little about yourself: who are you, what is your role in Rational Client Support?
Hi, I am Pavan. Hoskeri and I primarily work as Technical Support Engineer for a slew of IBM Rational products which majorly include Rational DOORS, Rational Publishing Engine and Rational Directory Server. I work out of one Rational’s Support center from Bangalore, India.
How long have you been working for IBM and Rational?
I've been part of IBM Rational since later half of 2008 when Telelogic was acquired. It has been a challenging and enjoyable journey as special and a more focused approach towards client satisfaction was necessary during the phases of integration between Telelogic and IBM.
Have you had any other roles in Rational?
Though my primary job role is assisting and making sure that the issues reported by IBM Rational clients are resolved to the best extent possible, I am also involved in many exciting aspects of Support functionalities. These include updating IBM Support website with quality Technotes, running internal training on new products, etc.
What are you currently working on?
Towards finding out innovative ways of resolving PMR’s at a faster rate which will definitely help us in increasing client satisfaction.
Describe a normal day for you.
I always found it hard to wake up early in the morning (but can easily be awake all night long ) and I have been fortunate that currently my work starts at 12:30 in the afternoon. As soon as I reach office, the first thing I do is to login to my Support phone extension. Go through the various queues to check if any new or existing PMR’s require immediate action. Simultaneously open my Email and check through the various Folders I have created for mailers from Development teams, notifications etc. Act on the most important ones first. Once I feel things are in control head for lunch. Oops, I missed having lunch again today
The same continues through out the day with occasional breaks taken to catch up with peers from other teams.
What project are you the most proud of?
I officially tweeted the updates of Rational Software Conference 2009 held in Bangalore, India. This was the first time I ever tweeted and extremely happy that many new followers were added to @RationalSupport during the conference.
Are you a gadget person? What type of gadgets do you use?
To a certain extent yes! The gadget I use the most has to be my Mobile Phone.
What gadget, which you currently own, can you not live without?
I own a USB plug and play modem. With this I have truly become mobile, coz I hate accessing Internet via a hand held device and my USB mobile lets me be connected using my ThinkPad laptop anytime – anyplace
What is your favorite part of working for Rational Client Support?
Being given the freedom to innovate while assisting IBM Rational Clients!
What inspires you in your work?
A simple “Thank you” that our clients respond when their issues are resolved is all that drives me.
What tip or trick would you like to share with the class?
Always consider the Business Impact on even the simplest of questions that a Client might consult you for. If you can clearly visualize the Big Picture, you would be in the best position to assist the customer.
How do you define success?
When you can help not only yourself but others around you!
In your spare time, if you have any, what hobbies or activities interest you?
I love listening to music. Michael Jackson is my favorite artist.
Any new technologies that you think are about to break into the big time?
What future technology would make your life easier?
Probably the technology has slowly started appearing in day to day activities, but RFID linked with Mobile banking, is one thing that I think would make life easier. Imagine you walking into a mall, buying just a single Toothpaste and having been made to wait for hours together coz of the never ending queue at the billing counter Enter RFID – the product is auto tagged and amount deducted from your card instantaneously. Wow
How are you using social networking today?
You might be surprised, but I found it difficult to manage my Facebook ® account and have just continued using my Orkut account.
I tweet using @RationalSupport with ^PH tag for Support related updates.
AcdntlPoet 2700019V2G Visits (2221)
Customer Service Week is a Global event to celebrate our customer service teams and recognize their dedication to every customer's success. In 1992, the U.S. Congress proclaimed the first full week of October "Customer Service Week" to recognize the importance of customer service, and honor those who serve and support customers.
At IBM, Customer Service Week has grown into a global event* to thank our dedicated staff for serving and supporting our clients. 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.
Each lab / cluster will be bringing their employees together to celebrate the great Customer Service we provide and celebrating with a little light refreshments and some fun activities.
In addition to all the various social events to celebrate the week, IBM is also hosting other internal Customer Service Events during the week for our diverse staff to dig deeper and learn more. Covering a broad scope of topics like "Customer Facing Skills education" and trac
IBMers the world over pride themselves on delivering tremendous value to you, our clients, by delivering innovative products and outstanding customer service. That single-minded commitment to clients is reflected in Customer Service Week and it's theme for 2011, "A century of outstanding customer service. " IBMers have focused on satisfying your needs for the past 100 years. As we mark our centennial, we remain fully committed to you and will continue to make your satisfaction our number one priority. Here's to our next 100 years of outstanding customer service!
*Note that because of national holidays, Customer Service Week will be observed the week of October 24-28 in China and November 7-11 in India.
mquimby 060001FAVB Visits (2220)
Join us in welcoming Rational Asset Manager to IBM Education Assistant! There are two modules now available that cover the installation and configuration of RAM 7.5.1 server:
As always, we appreciate your feedback! If you see a survey on the IBM Education Assistant website, let us know if the tutorials helped you or not.
What is IBM Education Assistant? IBM Education Assistant is a collection of multimedia educational modules designed to help you gain a better understanding of IBM software products and use them more effectively to meet your business requirements. Take a tour of IBM Education Assistant. Find more great education modules here.
AcdntlPoet 2700019V2G Visits (2218)
On the downswing from Innovate 2012? Didn't get a chance to go to Orlando? Fear not brave reader... you can still jump on the Innovate 2012 bandwagon and join in with Innovate Around the World! Here are the current dates and locations for the Innovate Around the World events in July: Don't forget to take a look at the rest of the event dates and locations to find a city close to you! In the meantime, take a look at some of the great upcoming virtual events and webcast replays... we're sure you'll find value in at least one of the items below! Unleash the Full Value of Mobility: Build, Run, Manage and Secure with IBM: IBM SP VBC WC Event - The Emerging Future: System of Systems Analyze and identify the technical impacts of your ICD-10 transition |Replay Keep your customers happy with market driven decision making |Replay Rational Everywhere: Delivering agility through continuous integration in embedded systems And checkout even more webcast replays on developerWorks Rational's Events section!
Here are the current dates and locations for the Innovate Around the World events in July:
Don't forget to take a look at the rest of the event dates and locations to find a city close to you!
In the meantime, take a look at some of the great upcoming virtual events and webcast replays... we're sure you'll find value in at least one of the items below!
Unleash the Full Value of Mobility: Build, Run, Manage and Secure with IBM:
IBM SP VBC WC Event - The Emerging Future: System of Systems
Analyze and identify the technical impacts of your ICD-10 transition |Replay
Keep your customers happy with market driven decision making |Replay
Rational Everywhere: Delivering agility through continuous integration in embedded systems And checkout even more webcast replays on developerWorks Rational's Events section!
And checkout even more webcast replays on developerWorks Rational's Events section!
AcdntlPoet 2700019V2G Visits (2218)
Did you know that you have the ability to review and add comments to the under-development Help documentation for the Collaborative Lifecycle Management pre-release Online Help (In progress)?
This infocenter is under-development and includes the in-progress Help documentation for Rational Quality Manager, Rational Team Concert, and Rational Requirements Composer. You can review and add comments to each topic.You can provide feedback on help content easily using the commenting pane at the bottom of each help page.
Your effort helps improve overall documentation quality. This system is closely monitored by the writers responsible for the content, so don't be surprised if you see a follow-up reply from other members of the Rational documentation team or other people on something you've posted.
Learn about commenting and provide feedback. The released version will be available on ibm.com.