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Support@GitHub (Night of Support)

Support@GitHub (Night of Support)

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Mike Adolphs

May 15, 2015
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  1. the best way to build and ship software ! 3

    Support@GitHub GitHub, Inc.
  2. the best way to build and ship software ! 4

    Support@GitHub GitHub, Inc.
  3. the best way to build and ship software ! 5

    Support@GitHub GitHub, Inc. GitHub makes it easier to work
 together than to work alone!
  4. the best way to build and ship software ! 6

    Support@GitHub Support teams
  5. the best way to build and ship software ! 7

    Support@GitHub Support teams """" """" """" """" " " " " """" """" """" """"
  6. the best way to build and ship software “ ”

    ! GENTLEMEN, YOU CAN'T FIGHT IN HERE! THIS IS THE WAR ROOM! - PRESIDENT MERKIN MUFFLEY Support@GitHub A Team Effort 8
  7. the best way to build and ship software ! 9

    # " " " Asia/Pacific starts working on a ticket. A/P hands off the ticket to Europe " " Europe hands off the ticket to the US Support@GitHub A Team Effort
  8. the best way to build and ship software “ ”

    ! HUSTON, WE’VE HAD A PROBLEM! - JIM LOVELL 10 Support@GitHub Complex issues
  9. the best way to build and ship software “ ”

    ! MAMA ALWAYS SAID LIFE WAS A BOX OF CHOCOLATES. YOU NEVER KNOW WHAT YOU’RE GONNA GET. - FORREST GUMP 12 Support@GitHub Unpredictability
  10. the best way to build and ship software ! 13

    Resolution Time (past 6 months): 7.5 days Average Assign Time
 (past 6 months): 3.5 hours $ # Support@GitHub Ticket statistics
  11. the best way to build and ship software ! 14

    Support@GitHub Da da dada da da, da da da da dada da da!
  12. the best way to build and ship software ! 16

    % % & ZENDESK Ticket system HALP Ticket system TEXT EXPANDER Canned replies Support@GitHub Toolbox
  13. the best way to build and ship software ! 17

     |2.1.6-­‐github|  Mikes-­‐MacBook-­‐Pro  in  ~/Downloads   ◦  →   51   52   53   54   55   56   57   58   59   60   61   62   63   64   65   66   67 Support@GitHub Toolbox
  14. the best way to build and ship software ! 18

     |2.1.6-­‐github|  Mikes-­‐MacBook-­‐Pro  in  ~/Downloads   ◦  →  ssh  -­‐p  122  admin@172.16.136.145  -­‐-­‐  "ghe-­‐support-­‐bundle  -­‐o"  >  support-­‐bundle.tgz   tar:  Removing  leading  `/'  from  member  names   tar:  /github-­‐support-­‐bundle/openvpn-­‐logs:  File  removed  before  we  read  it    |2.1.6-­‐github|  Mikes-­‐MacBook-­‐Pro  in  ~/Downloads   ◦  →  ll  support-­‐bundle.tgz   -­‐rw-­‐r-­‐-­‐r-­‐-­‐    1  fooforge    staff    4115707  May  15  14:59  support-­‐bundle.tgz 51   52   53   54   55   56   57   58   59   60   61   62   63   64   65   66   67 Support@GitHub Toolbox
  15. the best way to build and ship software ! 21

    Support@GitHub Da Da Da Da Da Da Da Da Da Da Da Da Da… BATCAT!
  16. the best way to build and ship software “ ”

    ! YOU CANNOT SHAKE HANDS WITH A CLENCHED FIST. - INDIRA GANDHI 22 Support@GitHub People skills
  17. the best way to build and ship software ! 23

    " ' ( BE KIND BE HONEST EXPLAIN Support@GitHub People skills
  18. the best way to build and ship software “ ”

    ! PEOPLE WILL FORGET WHAT YOU SAID. PEOPLE WILL FORGET WHAT YOU DID. BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL. - MAYA ANGELOU 24 Support@GitHub Make a difference
  19. the best way to build and ship software ! 25

    Support@GitHub Make a difference
  20. the best way to build and ship software ! 26

    Support@GitHub Work for us! mike@github.com http://github.com/about/jobs
  21. the best way to build and ship software Credits:
 Wikipedia,

    Loren Javier, Florian, Matthew McCullough, John Trainor, gnuckx, Phil Romans, GitHub Music:
 from bensound.com Thanks!