This week we have the pleasure of spotlighting Annie Cheng. Annie is a Software Service Analyst for RCS specific to the XL C++ and Fortran Compilers space and has some great insights to share about debuggers and what she sees as vital skills to success. Plus, don't miss some of her favourite websites as well; you may find them quite useful and enlightening in your own space! And, of course, check out our previous interviews too! Tell us a little about yourself: who are you, what is your role in Rational Client Support? I am a Software Service... [More]

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Ah, Friday at last! As you've come to expect, our latest interview is below; this will have to last you for two weeks though, as we will be taking a break next week for the U.S. Thanksgiving holiday (during which your humble authors/editors will be out of the office and likely up to our ears in house projects, and stuffed to the gills with turkey, gravy, cranberry sauce, and dressing, not to mention the pies). But what luck luck we have! Today we are honoured to feature Danny Mace, our Director of Rational Client Support Strategy and Business... [More]

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This week we spotlight another "behind the scenes" guy: Mike McCawley. Mike, in addition to being a 'wicked smaht guy', also has a propensity for verbosity as you'll find in his interview below (and a trait shared by your humble editor at times). But don't be scared by all the words, Mike has some outstanding insights and advice to share, and he has even provided a multitude of links to help! So read on and discover what Mike really thinks about gadgets, search, social media, and so much more! Tell us a little about yourself: who are... [More]

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This week we bring the spotlight to Sabrina Hippert / Wimsatt. Don't let both her names fool you, Sabrina really is just one person providing all that Accelerated Value support along with the rest of her team in RCS. You may THINK she is two people, though, as she seems to have her hands in a number of projects in addition to her role in AVP. I'm not sure where she even finds the time to travel, but she does! And while you're spending the time here, don't forget to see our previous interviews with our other busy peeps in RCS! Tell us a little... [More]

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We're spotlighting Craig Sutliff today! Craig is another of our Littleton, Massachusetts superstars, acting (in part) as a Support Product Manager. A busy guy with family and work balancing, Craig has some great insights on success, skills, and one of the best tips/tricks I've seen! Read on to learn more about what makes him tick, and don't miss our previous interviews too! Tell us a little about yourself: who are you, what is your role in Rational Client Support? My name is Craig Sutliff.  I'm 32 years old, living in Methuen, MA with my wife... [More]

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Today I have the distinct pleasure of highlighting Virgil Titarenco. Virgil is a bit of a renaissance man; skilled in many diverse fields, he puts his broad knowledge to use in his daily job as a Rational Support TSE. From web design, literature, digital arts or even the sciences, if it is an intellectual pursuit you can bet Virgil will be interested if not already researching it! Read on to learn more... and don't forget to check out our previous interviews to learn even more about the faces of Rational Support Tell us a little about yourself:... [More]

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This week we are back in the Littleton office to chat with Phil Wall. As the Rational Client Support Knowledge Management Team lead, Phil has a big hand in our KCS (knowledge centered support) program, but don't let that fool you... he's not just a techie geek, he also has a serious love for hands on work like welding and construction as you'll find below.   Tell us a little about yourself: who are you, what is your role in Rational Client Support? How long have you been working for IBM and Rational? Have you had any other roles in Rational?... [More]

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  In case you hadn't heard, it's Customer Service Week ! 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. And did you know? They aren't just on the phone or responding to emails. They are writing technotes, whitepapers , and redbooks . They are contributing to user groups, communities, and social media outlets. They are speaking at conferences. They are conducting early client programs . They are a tireless... [More]

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It's Friday, and time to share this week's meet the peeps interview with Denise McKinnon. As you'll find below, sharing is a key concept in Denise's life; from work to family, and of course friends. As one of Rational Client Support's Knowledge Champions, she exemplifies what knowledge sharing is all about. Outside of work she also shares her many gifts in the form of quilts and as a Big Sister role model. She is also a kindred spirit as a motorcycle enthusiast.... something which I know a few people who read (and were previously interviewed on... [More]

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This week's interview spotlights Jim LoRusso. Jim is a guy with multiple talents: Not only is he a successful support engineer, but also an accomplished musician, sports enthusiast, and software tools developer. Read on to see how broad his interests fall and likely how this breadth of skills has contributed to his successes thus far. Don't forget to checkout our archive of previous interviews while you're at it! Tell us a little about yourself: who are you, what is your role in Rational Client Support? My name is Jim LoRusso.  I’m a 23 year... [More]

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Meet the Peeps is back and better than ever after a nice respite! This week, we we have the pleasure of speaking with Kim Ruggari. Kim is another one of RCS' many passion driven people, intent on improving every aspect of the business as she can manage. As the Asia Pacific GEO Executive for RCS, she gets to do just that! Read on to see just how diverse her background is as well as her passions and interest outside of work. Plus, if this is your first time reading this blog, be sure to check out our past interviews here . Tell us a little about... [More]

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In lieu of a "Meet the Peeps" post this week (due to vacations, holidays, etcetera) I thought I may wax philosophic for a moment about "community"and building connections. Within Rational Client Support, we have been driving various efforts to help build our network of communities both internally and externally facing. Some of these initiatives have been more successful than others, but in every instance I have found some level of personal and professional growth because of the people I have connected with as a result of my... [More]

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  This week we visit the Littleton campus to chat with Beth McCawley. Beth is one of the driving forces behind knowledge management in the support content space for RCS and has a sharp eye as a grammar/spelling/punctuation guru. Of course she has a way with words as you may expect from a person who works with written knowledge everyday and a formal education in English. Read on for more interesting facts! Tell us a little about yourself: who are you, what is your role in Rational Client Support? I am Elizabeth McCawley, but I still answer to... [More]

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Today we bring the spotlight to Ben Rubinger. Ben is one of our 'behind the scene' guys in Rational Client Support as a tools developer. Having been a support engineer himself, he has special insight into changes and features to internal tools which are needed on the front lines of support, and is busy making life for the TSEs easier one feature set at a time. But life isn't all coding for Ben, he's also active outside of work as you'll find below. Tell us a little about yourself: who are you, what is your role in Rational Client Support? I'm... [More]

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Today we cross the oceans once again to chat with Sumant Renukarya in our Bangalore, India office. As an addition to the Rational staff from the Telelogic acquisition, Sumant has been a consistent part of the Rational Synergy and Change product support teams helping clients adjust to IBM as he himself has had to do. But of course Sumant isn't all work with no play; he also enjoys a few hobbies (one of which is shared by your humble editor and has been a source of camaraderie between us as we discuss gear and road trips). and has a decidedly... [More]

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This week we bring the spotlight back into Massachusetts for Aaron Cohen. Aaron is a code-slinger by trade and works to ensure Rational Client Support has the tools necessary to effectively and efficiently get the job done, be it in a technical support role, or in client self assist initiatives. One special editor's call out here to say that Aaron's twitter account, serving as his personal "Notes to Self", proves to be as amusing as it is useful.... you'll likely want to check it out. Now, without further ado, I present Aaron Cohen:... [More]

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This week, we bring you Maeve O'Reilly.  As part of the Telelogic acquisition, Maeve has been assisting clients for over the past ten years in her role as a Technical Support Engineer out of the Dublin, Ireland office. She also has a unique perspective into support, having been a client prior to joining the support team as you'll read below. And don't forget to check out some of our previous interviews too! Tell us a little about yourself: who are you, what is your role in Rational Client Support? I'm a TSE based in Dublin working on the... [More]

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Today we bring you an interview with Anthony Cooray. As a manager from our Melbourne, Australia office, Anthony leads the team of technical support engineers for the Japanese region. With a self-confessed passion for software, he stays busy working with teams all across the organization to improve the products as well as support. Of course he's as "driven" in his spare-time as he is on the clock, as you'll see below.  And don't forget to check out some of our previous interviews too! About myself: I am the Technical Support Manager... [More]

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This week's spotlight is shining on Ben Tran from our Sydney, Australia office . As you'll see below, Ben has his work cut out for him between his manager duties and his routine with home life and the challenges of children... He also has some valuable advice for the class to take away, in both his own words and as an example in his outlook on life for others. Read on to learn more about Ben and how a self proclaimed "not a gadget person" has much to say about the gadgets he has and what he'd like to see in the future of technology!... [More]

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