Very pleased to see Rooney making a cameo appearance.
ASP Announces "Best Web Support" Winners for 2010 .... And IBM Support Portal Made The List!
Earlier this year IBM was nominated for the Association of Support Professionals annual "Ten Best Web Support Sites" award.
And the outstanding news is that we won!
Of course this all came about from concerted efforts across some major disciplines within IBM including our Support Portal Adoption team, as well as our entire support staff's driven work towards adopting a Knowledge Centered Support (KCS) model for ensuring high levels of content relevancy within our knowledge base. Teamwork is the name of the game here, and ASP has identified us at succeeding in working together to make our clients' lives easier when it comes to solving issues!
This is a coveted award in the web support industry and a very, very hard to get accolade- not only is this a major win for our Technical Support staff and Support Portal teams, but is A MAJOR WIN FOR IBM across the board!
So, take a gander at the ASP announcement here and join us in giving all the teams who have worked so hard on the IBM Support Portal to make it what it is today a hearty congratulations and job-well-done!
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This week we chat with Srikanth Bhushan in our Bangalore, India office. Srikanth is an active social media participant and skilled Technical Support Engineer and Team lead for the QM/Modeling product sets. Taking his inspiration from the people around him, he shares similar traits with some of our other interviewees from past weeks!
Tell us a little about yourself: who are you, what is your role in Rational Client Support?
My name is Srikanth Bhushan, and I work for the QM team in Bangalore,India. I support customers using Rational QM products and formerly Telelogic Modeling products. I come from a small town in Southern India, Staying in Bangalore for the past 7 years.
How long have you been working for IBM and Rational?
I joined the IBM RCS team through the Telelogic Acquisition. It has been nearly 2 years in IBM now and I have worked for more than 2 years prior to that in Telelogic - Global Support Bangalore Team.
Have you had any other roles in Rational?
Although the basic role of supporting customers remains the same, I have been working on different Modeling and testing products of Telelogic and for the past few months working on QM products of Rational.
I am also a KT coach for the team
What are you currently working on?
Currently I am working as a Team Lead for the QM support team. Supporting the Rational QM products for Indian Customers, and TAU Family products for all the 3 regions.
Describe a normal day for you.
A normal day may not happen in support most often. However every day start with emails, Retain, Nero report. Look into the open load, prioritizing the PMRs, identify critical issues for customers and plan to drive them towards resolution quickly.
Of course every day the situations are different based on the customer issues. The unpredictability brings in so much challenge and along with that more satisfaction and fun.
Do you have an "on the job" hero? If you could "follow" anyone for 24 hours, who would it be?
Oh there are so many. I am motivated by many people around me.
Are you a gadget person? What type of gadgets do you use?
I am not a gadget Person. I have a mobile phone which has a Torch apart from having options to make/receive calls and exchange text messages
What's the coolest piece of tech news you've heard lately?
"Sixth Sense", a concept of MIT Student, Pranav Mistry. It is a wearable gestural interface that augments the physical world around us with digital information and lets us use natural hand gestures to interact with that information. I'm not sure of the possibilities of having such products used with such an effect, however, the concept is amazing.
What is your favorite part of working for Rational Client Support?
The best part with any support job is the opportunity to work with the different customers directly and consistently. For me, when I hear a satisfied customer thanking us for helping them, that’s the best part. I don’t think that this satisfaction can be measured by any metrics.
What inspires you in your work?
Lot of things --- new challenges, changing and evolving technologies, difficult customer queries, complex issues, critical situations, passionate people around... ah the list goes on.
What tip or trick would you like to share with the class?
Don't get too carried away with anything.
How do you define success?
Success for me are those moments when you are doing what you really want to do... without the thought of past or the future, being in Present - Now and here.
In your spare time, if you have any, what hobbies or activities interest you?
Movies, books, music, travel
What tools / skills have you acquired that you feel are vital to your success in your job field?
In this role it is very important to be aggressive on critical issues and important customers. Multi-tasking, being on your toes always, and remaining calm are the key skills acquired from being in Support.
What is on your nightstand with regard to reading?
“The book of Ram”, “Myth=Mithya” from Devdutt Patnaik,
“First and Last Freedom” from J. Krishnamurthi
How are you using social networking today?
Social Networking has become a part of the every day routine. I am active on Facebook, Twitter, Orkut, and few more public communities.
Catching up with friends and family is much easier and effective now a day with social networking; even my 10 year old nephew is active on Facebook.
Also, the information flow is so much these days; to be updated with information is critical for every day work. If you are not present in important communities and groups, I believe you are missing something already.
Are you a blogger in the blogosphere? ... Are you a YouTuber? ...Are you an Author? .... Do you Tweet? ...
I love to blog, have tried few times but didn’t really get going. I do tweet and love to spend time on youtube.
What are some of your favorite webs
I follow TED (short for Technology, Entertainment, Design) conferences online regularly in TED.com
I follow @rationasupport through twitter and facebook. I have many feeds which I check regularly, everything related to the Rational Products we
handle and the RCS.
Open Mic: Managing Rational Performance Tester (RPT) and Rational Functional Tester (RFT) test assets through Rational Quality Manager (RQM)
Please join our Bangalore support team on Tuesday, May 25th, 3-4pm IST, for an informative open mic on Managing Rational Performance Tester and Rational Functional Tester test assets in Rational Quality Manager.
Briefing for the Topic
We will start the session with a brief discussion on RFT, RPT and RQM tools and the main course covering the integrations
of RFT; RPT with RQM and then list out the benefits, value addition this integration provides to customers. We will also have a demo towards the end of the discussion and a summary on the concepts discussed.
About Rational Quaiity Manager
IBM® Rational® Quality Manager is collaborative, Web-based, quality management software for comprehensive test planning and test asset management throughout the software life cycle. Built on the Jazz™ platform, it is for test teams of all sizes and supports a variety of user roles, such as test manager, test architect, test lead, tester, and lab manager, as well as roles outside of the test organization.
Rational Quality Manager enables users to manage and run automated test scripts created with other test tools by integrating RQM with the testing tools. You can create test scripts in RQM that refer to existing tests that were created with IBM® Rational® Functional Tester, Rational Performance Tester, Rational Service Tester, Rational Robot, and Rational AppScan Tester Edition.
IBM® Rational® Functional Tester (RFT), IBM® Rational® Performance Tester (RPT), IBM® Rational® Quality Manager (RQM) customers and IBM internal contacts.
For more information, please see Rational Support Technical Exchange Open Mic & Webcasts
image credit: (cc)
kellypuffs 06000168YK Visits (3091)
Four new IBM Education Assistant modules were just published and are now available.
Rational Application Developer 7.5
Thanks to Matt Murphy, Mike Leone and Henry Cui for their dedication to knowledge sharing!