This week we have the privilege of talking with Abhijit Singh, another Technical Support Engineer based in Bangalore, India. An avid computer gamer and fan of learning by doing, Abhijit is also intent on sharing his learned knowledge for others to use. So read on for a glimpse into his role in RCS. Of course you can always learn even more about other faces of RCS by checking out our previous interviews with the peeps of Rational Client Support.
Tell us a little about yourself: who are you, what is your role in Rational Client Support? My name is Abhijit Singh, I work as Technical Support Engineer in Rational's Support center located in Bangalore, India. My role in RCS includes helping clients with their queries on Rational Focal Point, a PPM tool. We also deliver this thru SaaS (Software as a Service) where we provide end to end delivery of the product while the customer can concentrate on aligning the usage of the tool to their organization and process, and leave the rest to IBM.
How long have you been working for IBM and Rational? Around 18 months; in April 2008 I became a part of IBM Rational team when Telelogic was acquired. Over the last 18 months in IBM, the RCS team has given me opportunities to work on several world class products mainly from the PPM (Product Portfolio Management) space. This presented me with an opportunity to learn about the technologies used by clients around the globe to make their business successful.
What are you currently working on? I deliver support solutions to queries from clients on Rational Focal Point, Rational Insight and Rational Project Conductor. I am also currently exploring web services 2.0 for Rational Focal Point.
Describe a normal day for you. A normal day for me would start with the newspaper to keep myself up to date. Once in the office, I first look into my new mails based on which I sometimes make a priority list of things that I should finish. Usually, if there is some important issue, I work along with my colleagues to help reach a solution and then move on to the queries raised by other clients, usually my day in the office ends with this.
What type of gadgets do you use? I love listening music and carry my iPod with me all the time. I also use my PSP with my friends during weekends and whenever I get time.
What is your favorite part of working for Rational Client Support? No day is similar to the last, each day brings with it anew set of challenges and new clients to work with. I also like the fact that Rational is on the brink of providing a complete solution on a single platform: Jazz. I believe this will make interoperability more of a reality than something that we just hope for.
What are you passionate about? I love playing computer games and love my gaming console. In my desktop at home you will find most of the latest games installed. (Counter Strike is still in my hit list :) )
How do you define success? I believe at different periods of life, success can be defined differently. At this moment, I think success for me would be something I achieve if people around me are happy with whatever I do that makes changes in their life. I also believe that success is a journey and not a destination. So one cannot be successful and say he has done it and stop there.
What tools / skills have you acquired that you feel are vital to your success in this field? · Keep trying different things till you get to the root of the problem. · If one way does not work, try another. · The silliest thing to do is to keep giving the same input and expect different results. · Understanding a client's point of view and not believe what I think is the problem These are some of the skills that I have acquired from working in RCS. Of course, when I talk of technology that has been vital to my success, I can think of my working knowledge in UNIX flavors such as Solaris, Linux etc. My working comfort with databases such as IBM DB2, Oracle (their configurations with some Rational tools) also have contributed to my success in my current role.
If you were stuck on a technology deprived island, what single technology could you not live without? The INTERNET: I think that would be the invention which is used the most to connect the people around the world. I cannot imagine myself without it for long.
How do you grow your technical skills? Working in RCS allows me to work on different things each day and my habit of digging into things to find why they work the way they do or do not work teaches me new things. A new question from a client is a great source of learning; any ‘not answered before’ type of questions from customers is my cup of tea and contributes a great deal to grow my technical skills.
How do you prefer to find answers to your questions? If it’s a simple Q&A query from the client I would expect me to know the answer, but if I do not, I first check the knowledge base to provide a quick response to the customer. If both these fail, I am confident I will find the answer and try to document it for future use. I also look towards the product documentation to help me understand the tool better to resolve issues seen on a day to today basis.
Are you a blogger in the blogosphere? ... Are you a YouTuber? ...Are you an Author? .... Do you Tweet? ... I use YouTube to be able to see how certain technologies work. There are many Rational product videos posted in YouTube. I do follow technical blogs to keep me updated on the latest technologies. I haven’t tried my hand at writing yet… would like to do this sometime later in life.