Notes from Rational Support
AcdntlPoet 2700019V2G Marcações:  people support rcs rational interview 1 Comentário 6.454 Visualizações
Today we speak with Masami Yamaguchi, one of Rational Client Support's newest Knowledge Managers, and Client Satisfaction Project Office (CSPO) reps in the Asia Pacific (AP) region based in the Sydney, Australia office. As a self admitted private person, we are elated to have a rare glimpse into Masami's life here! Of course, you can also still glimpse into the lives of other people within RCS using the 'interview' tag!
Tell us a little about yourself: who are you, what is your role in Rational Client Support?
My name is Masami. I was born in Japan and migrated to Australia in 2001. I joined Rational in 2002 as a Technical Support Engineer for PurifyPlus, RoseRT and TestRT. It was just a few months before being acquired by IBM. Since last year, I have been working in the Client Satisfaction Project Office (CSPO) and Knowledge Management (KM).
How long have you been working for IBM and Rational?
Close to 8 years.
Have you had any other roles in Rational?
I worked as a TSE until last November.
What are you currently working on?
Many CMT situations as Resolution Team Lead and KCS promotion in AP.
What project are you the most proud of?
I ran Retain and PMR process training for Technical Support Engineers (TSEs) in India in 2008 and 2009. I went to the Bangalore office twice and trained 100 TSEs. For my first visit, somehow I forgot to pack my underwear for the first time in my life, so the first thing I did there was shopping. My second visit was suppose to be a week, but ended up a month. Still, I managed to survive. So, this is the project I am proud of.
Do you have an "on the job" hero? If you could "follow" anyone for 24 hours, who would it be?
I am interested to know what a day for Sam Palmisano is like.
Are you a gadget person? What type of gadgets do you use?
No, I am not a gadget person. Even my TV does not have a remote control!
What gadget, which you currently own, can you not live without?
I use a Macbook at home. I download a lot of music and save photos. I can live without it, but I do not want it to crash just yet as I have not had any backups.
What's the coolest piece of tech news you've heard lately?
Gene patch - A patch to fill in for faulty genes, which helps to correct genetic mistakes. Cancer, asthma, Alzheimer’s, diabetes can be fixed by installing a patch in the near future. Would it not be wonderful?
What is your favorite part of working for Rational Client Support?
My colleagues (managers inclusive ). People surrounding me are always helpful and friendly.
What are you passionate about?
I like biography. Anyone's life has something.
Tell me about the biggest problem you've solved?
Finding a job in RCS... After migrating to Australia, I changed my job (and company) 3 times within a year. I got lucky the 4th time and landed in RCS.
Tell me about the biggest problem ahead for you?
The battle against aging!
In your spare time, if you have any, what hobbies or activities interest you?
I like music, films, a little of reading, and shopping. I rotate those to entertain myself. Yes, I am in-door person; I moved to a wrong country.
What specifically drew your interest to become involved with music?
I was learning piano when I was a child. I felt like learning it again a few years ago, but there was no space for a piano in my flat, so I started with violin instead.
What is on your nightstand with regard to reading?
I am reading Catch-22 now. My reading speed is VERY slow, so I will likely finish it by 2012.
What has been your biggest surprise you have witnessed in the technology industry?
Google... well, I mean Internet search engine.
What are you doing to make the planet smarter?
I try not to use paper towels. Paper towels are recyclable/recycled products, but recycling stuff still consumes tons of water.
Are you a blogger in the blogosphere? ... Are you a YouTuber? ...Are you an Author? .... Do you Tweet? ...
No. Perhaps, I am too private person, but I do not understand why there are so many people sharing their everything with anybody. Does anyone keep anything secret in these days?
Recently posted on YouTube is an IBM Rational Installation Manager (IM) video detailing how to install and/or remove the Installation Manager (IM).
In addition to the IM video, you can also view how-to style videos on silent installs of ClearCase and ClearQuest, as well as recording installations of ClearCase and ClearQuest on Windows. These, and more to come, can be found on the IBM Rational Support channel at: http://www.youtube.com/user/IBMRationalSupport
While you're there, why not stop by the IBM Rational Software channel as well at http://www.youtube.com/user/IBMRational
Stay tuned for more great videos coming your way!
kellypuffs 06000168YK Marcações:  rational portal doors clearcase page ratings 6.446 Visualizações
This weekend, a pilot Rate This Page program was deployed for several IBM products across the portfolio, including Rational ClearCase and DOORS technical support documents.
Please kick the tires and let us know what you think.
Please note: This rating system is in ADDITION to our current feedback mechanism, so please continue to let us know if our support documents help you achieve your goal and how we can improve them.
And thank you!
AcdntlPoet 2700019V2G Marcações:  top-content support content docs reuse top kcs technotes rcs hot-support-content 6.440 Visualizações
Get on the KCS train! We've run the numbers, reviewed the data, and found the top support documents from last month. These are the docs which were most commonly reused over the course of our TSEs assisting with calls.
With our KCS (Knowledge centered support) ideals in mind, our reuse data tells us these docs should be of great benefit to you all.... We hope highlighting this content here will help you as well, and maybe even save you some time in resolving issues or finding the right answers...
image credit: flickr user Mike Miley
To all the ladies attending Innovate 2011, you are invited to join IBM Rational management and other leaders in Software & Technology for a networking reception to meet one another and share all the great events since the last Innovate conference! Please RSVP by May 20th, 2011 Complete details are below plus in the invitation image to the left (click for a larger version) Event Co-Hosted by: Along with For A Super Women's Group Networking Reception at Innovate 2011! Do not miss out on this opportunity to network with other women in the Software Industry! If you have not registered for the Rational Software Conference yet, please do so here: For more information please contact: Joan Morgan (firstname.lastname@example.org)
Complete details are below plus in the invitation image to the left (click for a larger version) Event Co-Hosted by: Along with
Event Co-Hosted by:
For A Super Women's Group Networking Reception at Innovate 2011!
Do not miss out on this opportunity to network with other women in the Software Industry! If you have not registered for the Rational Software Conference yet, please do so here:
For more information please contact: Joan Morgan (email@example.com)