kellypuffs 06000168YK Visits (1942)
You are invited to the Seattle Rational User Group meeting, April 15th, 2010 from 6:00PM to 7:30PM and it is free.
kellypuffs 06000168YK Visits (1939)
He ain't got no distractions
Can't hear those buzzers and bells
Don't see lights a-flashin'
Plays by sense of smell
Ah, the life of a knowledge worker. Particularly a knowledge worker in the proactive support space.
If you are a Technical Support Engineer handling support cases on the phone and on the web, you know exactly if you were able to help a client with their issue. We have no shortage of data letting us know how long that case was open, how long it took to resolve, and your satisfaction level with that case.
Measurements, metrics and transactional ROI …. we've got it down to a science.
For those of us playing in the proactive knowledge-sharing space, however, ROI is almost a dirty word.
do you measure something that doesn't happen?
is to make you successful without having to call in a support case.
Providing you the information you need, when you need it. We target
our activity using all data available to us … support call data,
web accesses of content, etc., but we really have no idea if we are
hitting the mark ….
until and unless YOU tell us!
view a piece of content, please rate that content and let us know if
it was useful for you. You can leave feedback on tech notes, IBM Education Assistant Modules, you name it.
look at that, every single month, and drive improvements in our
programs based on that input as well as internal data we are able to
AcdntlPoet 2700019V2G Visits (1933)
Today we highlight Chris Sansoucie. Like many of our other previous interviews, Chris has worn a number of hats in the IBM Rational space over the years utilizing his strengths as a people manager and project manager combined. As dynamic as he is, Chris carries with him a passion for everything he does; a self evident fact if you have ever worked with him. But don't take our word for it, see for yourself as Chris tells you in his own words below. And don't forget to check out some of those previous interviews too!
Tell us a little about yourself: who are you, what is your role in Rational Client Support?
My name is Chris SanSoucie, I have had several roles over my ~ 6 years. I started as a TSE, became a Lab Program Manager while starting the first RCS Virtual lab. I then moved into a project manager role working on WW projects for Karen Williams and Beth Friday. One of my projects was designing the IBM Mass Lab in Littleton. Most recently I am a 1st Line Support Manager in the modeling space while also owning the global lab strategy for support.
I am a U.S. Army veteran joining when 19 years old serving 4 years active duty, married with two children. I enjoy playing basketball and I am a recovering workaholic. The first step is admitting you have a problem. Clearly I do as I am writing this at 9:15 PM. LOL
How long have you been working for IBM and Rational?
About 6 Years
Have you had any other roles in Rational?
Yes Multiple roles see above.
What are you currently working on?
I am currently working managing and mentoring while keeping an eye open for my possible next role.
Describe a normal day for you.
This is going to sound crazy but my normal day starts around 4:30 AM - Maybe 5AM if I sleep in - LOL
I have my coffee read my email from over night, check Nero, look at the numbers for the team in Cognos and do my project work. I leave home for work around 6:30 - 7 AM.
I arrive at work around 7:45 - 8 AM - I meet with my modeling team strategist and support expert (Jay Morrissey) we talk about key items for the day and the week. I then meet with the Lab team Samir, Erin, and Todd and do the same. We level set our action plans and my day starts.
I juggle multiple meetings from support topics to 1 on 1's to project meetings most of the day while spending my free time talking to my team checking in on open issues and making sure all the small things are moving forward. I carve out at least an hour a day to work on the more strategic items and large project while at work. I finish up work around 4:30 PM and head home.
At night I try not to log in unless I have some major item due. I will from time to time delete emails to stay on top of the stack.
What project are you the most proud of?
IBM Mass Lab, Rational Lab vAPP, Telelogic Integration - The three are a toss up. The Mass Lab was something I drove as a PM, the recent Rational Lab vAPP as a manager and I got a different reward. The vAPP was really driven by the lab team. I was proud to watch the team grow and achieve the desired end goal. The Telelogic Integration again because of what the team accomplished last year, the ITAR modeling team drove hard to end the year at 88% TBS and took on all new process with little complaining.
Do you have an "on the job" hero? If you could "follow" anyone for 24 hours, who would it be?
HMMMMM - Not sure they are my hero but I would like to follow Alistair Rennie around to see what life is like as a GM. Could I get a week rather than a day?
Are you a gadget person? What type of gadgets do you use?
I am not - All I have is my blackberry
What gadget, which you currently own, can you not live without?
What is your favorite part of working for Rational Client Support?
Coaching, Leading and the strategy. I enjoy thinking a few steps ahead and trying to predict where the business is going.
What inspires you in your work?
My dad is what inspires me. When I was a kid he always told me to do things right the first time so you don't have to do them again, and no matter what job field I ended up in make sure I put the work in to be the best at what ever it is. I carry this with me each day and it drives me.
What are you passionate about?
LOL - if you know me I am passionate about everything I do.
What tip or trick would you like to share with the class?
Understand IBM is your play ground as a band 6, 7, or 8. While working here it is clear you work hard and bring results you can move in and out of roles to further build your skill set. Do not sit still, take advantage of the opportunity while you can to learn as much as possible.
How do you define success?
To me success is knowing you used your integrity and drive to solve a problem that impacts 1 or many people.
Do you have any big plans for the future?
I am looking forward to potentially getting back into more strategy type roles and maybe even PM work.
What is on your nightstand with regard to reading?
The 1 Minute Manager Meets the Monkey
What has been your biggest surprise you have witnessed in the technology industry?
9/11/2001 - I worked in NYC. The company I worked for lost our primary and secondary data center in a mater of hours which was shocking. Both were in the WTC on different floors.
kellypuffs 06000168YK Visits (1929)
kellypuffs 06000168YK Visits (1929)
The IWM (IBM Web Management) site has gone live with all legacy Telelogic downloadables in preparation for the July sunset of supp
Each product version’s specific download links can be found in the technotes titled: “Telelogic <product name> product legacy downloads now located on IBM.com” and available under the corresponding product support download pages on IBM.com.
A complete table listing is also available as a technote at:
Additionally, a single page with a flat list of all products and version packages available can be found here: http
Where do I find the Telelogic downloads on IBM.com?
If you need downloads (product, docs, integrations, patches, release notes) for versions released prior to November, 2008, these will also all be found in the Legacy Download Technote Flashes on IBM.com product support pages, as pointers to the appropriate package locations on IBM.com
If you need Full Product downloads for versions released after November, 2008, these are all found on IBM.com's Software and Services site at: http
If you need documentation for versions released after November, 2008, these are all found on IBM’s Information Center here: http
If you need patch downloads for versions released after November, 2008, these are also all found in the respective IBM product support pages via the “Download” navigation menu item:
You can navigate to these download documents as follows:
From http[Read More]