The GitLab Support Team provides technical support to GitLab.com and Self-managed GitLab customers. As part of the Engineering department, Michael uses frontline experience to directly impact the product's design, features, and documentation.Responsibilities:- Manager of One: set priorities and goals that best serve the company and individual direction- Resolve customer issues via tickets and video conferencing- Support a mix of Self-managed and GitLab.com (SaaS) customers- Work diligently to solve customer problems while delighting them along the way- Participate in regular rotations for weekday and weekend on-call emergency support- Continually research and learn the current and future best practices of using GitLab- Learn new technical skills orthogonal to GitLab, to assist customers' diverse uses and integrations- Create and update documentation based on customer interactions- Collaborate with Product and Development Teams to build new features and fix bugs- Participate in hiring processes, review applications and assessments, and conduct interviews- Suggest and implement improvements to Support workflows- Regularly participate to record the weekly support review podcast- Act with humility, trust, and respect within a globally diverse community of peers- Have a lot of fun along the wayTechnical skills:- Clearly articulate technical information to non-native English speakers- Documentation writing in GitLab-flavoured Markdown- GitLab system administration (server, container, and cloud deployments)- Linux system administration (Ubuntu, SUSE)- Database administration (PostgreSQL)- GitLab Continuous Integration and Deployment- Software engineering (Bash, Python, JavaScript, SQL, Ruby, Go, Powershell, YAML)- Issue and change management (GitLab, ITIL), revision control (git)- Containerised application deployment- Infrastructure and application orchestration (Ansible, Teraform)

Supporting websites, intranets, web platforms and related infrastructure of well-known clients, Michael completed tasks ranging from investigating and resolving incidents to ensure uptime, to full system upgrades and projects which provide enhancements and extensions to site functionality.Performing in the team at the "engagement" point of Squiz, Michael applied his understanding of infrastructure from an application-centric perspective, being clients' trusted adviser on anything they sought assistance with day-to-day. Crucial to enabling collaboration between development, operations and customers.Responsibilities: - Support/build state-of-the-art websites - Direct, daily communication and consultation with customers from all over the world - Training and mentoring new sysadmins and support engineers - Guiding customers through the use of Squiz products, and fostering self-help - Develop support tools for Squiz Matrix cloud deployments - Solve a huge range of problems for clients - Clearly document and articulate processes and systems for technicians and end-users - Manage software and automate configurations for servers - Maintain/enhance open-source web applications - Learn on the job, pick up lots of new technologies on the runTechnical skils - Linux sysadmin (RHEL, SL, CentOS) - Backend software (PostgreSQL/Oracle, Apache/Nginx, Matrix, HTML/CSS) - Memcached, Redis, Puppet, Ansible, CVS/SVN/git - Web infrastructure (TCP/IP, DNS, TLS, PGP, SSH, proxies, network tracing) - Ability to clearly articulate processes and systems

Continuing his 10 year career with EDS, Michael joined Hewlett Packard Company as part of HP's acquisition of EDS into its Enterprise Services business.Key integration specialist for federal government projects, and with high-level security clearance, Michael was a trusted advisor to senior government executives, participated on change board reviews, supported technical system roll-outs and responded to incidents 24 hours a day.Michael was widely known as a go-to person for advice on technology applications and freely offered help to global teams within HP's technical community, saving projects on more than one occasion. Michael left the organisation due to business down-sizing, but with high recommendations for future employers.

Dynamic ten-year computer systems integration and engineering career with diverse experience and outstanding performance in the computer, financial and government industries. Remain on the cutting edge, delivering award winning and robust solutions in high profile, complex, mission critical applications.

- Maintenance and support programming for Commonwealth Bank Payroll calculations changes- Support of MobileBank for Commonwealth Bank- Support of NetBank for Commonwealth Bank

6-month position with Forestry Tasmania's internal IT department servicing their scientific and field staff.- Improved remote printing performance at field offices by re-configuring printers to use Postscript rather than raw bitmaps- Backup operations (Solaris, Novell NetWare)- Field support