Prioritization in Support: Tickets, Slack, issues, and more

I mentioned in my GitLab reflection that prioritization has been quite different working in Support compared to other previous work I’ve done. In most of my previous work, I’ve had to take “desk shifts” but those are discreet where you’re focused on providing customer service during that period of time and you can focus on other things the rest of the time.

In Support, we have to constantly balance all the different work that we have, especially in helping to ensure that tickets are responded to within the Service Level Agreement (SLA).

It doesn’t always happen, but I ultimately try to reach inbox 0 (with read-only items possibly left), and GitLab to-do 0 by the end of the every week. People often ask me how I manage to do that, so hopefully this provides a bit of insight. Continue reading “Prioritization in Support: Tickets, Slack, issues, and more”

Reflection Part 1: My first year at GitLab and becoming Senior

About a year ago, I wrote a reflection on Summit and Contribute, our all staff events, and later that year, wrote a series of posts on the GitLab values and culture from my own perspective. There is a lot that I mention in the blog post series and I’ll try not to repeat myself (too much), but I realize I never wrote a general reflection at year 1, so I’ve decided to write about both years now but split into 2 parts. Continue reading “Reflection Part 1: My first year at GitLab and becoming Senior”

Working remotely at home as a remote worker during a pandemic

I’m glad that I still have a job, that my life isn’t wholly impacted by the pandemic we’re in, but to say that nothing is different just because I was already a remote worker would be wrong. The effect the pandemic is having on everyone around you has affects your life. It seems obvious to me, but apparently that fact is lost on a lot of people. I’d expect that’s not the case for those who read my blog, but I thought it’d be worth reflecting on anyway. Continue reading “Working remotely at home as a remote worker during a pandemic”