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.