am honored today to introduce you to Trista Wang, from our Sydney, Australia
office. It's a long one, but Trista's dedication and great attitude
are evident in every word. I particularly love her definition of
success. I found myself inspired and energized by her interview. …
I think you will be too!
us a little about yourself: who are you, what is your role in
Rational Client Support?
name is Trista Wang and I am the Resolution Team Lead( RTL) and
Knowledge-Centered Support (KCS) Lead of IBM Rational Client Support
in Asia Pacific. My major responsibility as RTL is to work on client
complaints - the role is expected to own and lead the technical
resolution and manage resolution teams across multiple IBM divisions
so that complex situations are resolved in a parallel manner. I also
manage the Chinese translation project, OpenMic for clients in China
and work on other KCS areas.
long have you been working for IBM and Rational?
have been working in IBM Rational since January 2006.
you had any other roles in Rational?
started in IBM Rational as a technical support engineer for
ClearQuest product. This role is pretty much PMR-centric. My major
job is to assist customers to resolve technical problems. I've learnt
not only the technical skills, but also the systematic
problem-solving approach such as Kepner-Tregoe. Working as a TSE I
did enjoy the most interesting part of the job, talking to people,
liaising with different parties like local sales, the field team and
engineering team to drive customer success. From 1st July 2010 I took
the new role as RTL and KCS lead.
are you currently working on?
am currently working on the Chinese technote translation project. As
our Chinese customer base is growing rapidly, it's beneficial to share
the knowledge base with Chinese customers with language barriers
removed. I am also running OpenMics for clients to talk to the
support engineers pro-actively on specific technical topics.
a normal day for you.
day is different for me. I may get up to catch up a 7am conference
call or stay up until midnight to talk to global team. I may chair
the KCS project meeting in the midday or call the field team to
follow up cases. I normally take a walk around IBM building after
lunch to enjoy the beautiful sunshine.
project are you the most proud of?
I led the resolution team to close the critical situation. With all
the challenges and stress we effectively delivered the resolution to
client. The overall outcome also attributed to successful client
management. As a facilitator I have a great feeling of
you could "follow" anyone for 24 hours, who would it
Lee the former CEO of Google China. I read his biography. His vision
and extraordinary experience inspired me greatly. His motto is
"making a world of difference".
you a gadget person? What type of gadgets do you use?
am not a kind of gadget person. But I enjoy music with my iPod
classic while I am on the train to office. It's relaxing and it makes
my two hour trip a bit of pleasant.
gadget, which you currently own, can you not live without?
am happy to lead a life without any gadget. I am a naturalist and
front only the essential facts and beauty of life.
the coolest piece of tech news you've heard lately?
Computing in Rational Innovate.
is your favorite part of working for Rational Client Support?
I like the team in Rational Client Support. The team-mates are
friendly, trustworthy and of course there is plenty of fun. It's the
people make IBM a great company. RCS also encourages personal
development and career growth which can also help with my own career
inspires you in your work?
found it's inspiring to see client's success. My work helped clients
to resolve technical difficulties and ensure the delivery of high
are you passionate about?
enjoy talking with people and that's also the reason I like my
current role. It's fantastic to get to know so many great people. In
my leisure time, I love playing the piano. I started it from my 7
year old. The music gives me passion, courage and joy. I am playing
the composition of "The heart asks for pleasure first"
me about the biggest problem you've solved?
found how to fill my life with joy.
do you define success?
personal success would be working as a pleasant activity and I am
also able to find the sweet spot for work life balance. Success or
not depends on how you make the world of a difference.
your spare time, if you have any, what hobbies or activities interest
my spare time I enjoy music, painting, photographing and a little bit
of gardening. I found beauty of life from my hobbies and I am
determined to keep them on. Although most of my hobbies remain
indoors I try to do some bushwalk in National Park during weekends.
The coastal track in Royal
National Park is stunning and it is worth going during all
is on your nightstand with regard to reading?
am reading a book named "Meeting yourself from future".
It's a very thoughtful book which discuss variable life attitude.
It's more or less a book of philosophy. The author has very unique
vision about life and it's interesting to me to read and think.
do you prefer to find answers to your questions?
depends on the question. If it is a technical know-how question,
Google and knowledge base is the quick and easy way to find the
answer. If it is rather general and complicated to explain, I would
rather phone my friends or start reading books. If every question can
be answered by Google, then there is no need to read and learn
anything. Human knowledge and experience is still precious.
are you using social networking today?
use social networking to stay in touch with my relatives and friends.
I share my blog and pictures so they know how I am going. Same way I
know their latest status. We can also make comment to each other and
that's a convenient way of communication.
you a blogger?
I have my own blog in MSN MySpace. I like to write down my thoughts and
share with both my friends and myself. It's a track of my current
life and it's interesting to read back sometime later. My friends
also enjoy reading my notes and hence get to know me better. It's a
great way to show difference personality.
could you see yourself using it in 5 years?
probably will use the same way to communicate with friends. Even if
there is new tool come up in the future I prefer something reliable
and consistent. I am expecting most of my friends can be found there.
tip or trick would you like to share with the class?
my opinion attitude is the key to success. If you have the right
attitude, you will have eyes on details, you'll be innovative and
you'll develop your potentials consistently. One day you'll find you
have been through such a great journey to become who you are now.