Author: Cynthia Ng

Presentation: A Public Handbook: Building trust with the team, customers, and beyond

How do you build trust before you ever interact with others? A public handbook! Having a handbook publicly available provides lots of benefits including consistency for the team, being literally on the same page as a customer, and providing the opportunity to collaborate with others, such as the Support community.

Presented at Support Driven Expo 2023. Continue reading “Presentation: A Public Handbook: Building trust with the team, customers, and beyond”

Reflection: The last third of my fifth year at GitLab and expanding Staff Support Engineer

Normally, my blog post would have been up sooner, but I was on a break for a couple of weeks when my work anniversary came around.

This year’s blog posts were also broken up into smaller parts, so this one only covers February 2023 to mid-June 2023.

If you haven’t read them already, you may want to take a look at my first fifth year reflection post and my reflection on being the Acting Chief of Staff to CTO for our fourth quarter to get a sense of what I’ve been doing so far in my fifth year. If you’re a first time reader, you may want to read one or more of my previous reflections posts for more context. Continue reading “Reflection: The last third of my fifth year at GitLab and expanding Staff Support Engineer”

Internship for Learning: TeamOps (Chief of Staff Team to CEO)

I recently did an internship for learning with the Chief of Staff Team (CoST) to CEO, specifically with Laurel Farrer on TeamOps. Since the internship is quite different from my regular work, I thought it best to do a blog post on it and reflect on the experience. Continue reading “Internship for Learning: TeamOps (Chief of Staff Team to CEO)”