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[personal profile] kitsap_charles
Some of y'all may remember that about a year and a half ago, I got a job at F5 Networks as a Network Support Engineer. It's a "tier 2" support position, taking calls and working cases that are more complex than the front-line phone guys can handle.

I started working cases sooner than expected, and although there have been ups and downs, my performance— as documented in formal reviews as well as via "attaboy" letters from customers— has been exemplary. I've maintained a consistently high customer satisfaction rating, the highest case closure rate in my team, and near-perfect compliance with our phone queue log-in and log-out times.

My boss told me about this a week ago, but it was formally announced today: I am now a Senior Network Support Engineer. A half-dozen of my peers in the North American support centers (Seattle and Spokane) were also promoted, but I think I have either the briefest or second-briefest tenure of the group. (In other words, I got promoted faster than just about everyone else in today's announcement.)

So, now I get to do more of the same, except more: more case closures per week and higher customer satisfaction ratings, plus acting as a mentor within my team, authoring customer-guidance articles for our knowledge base, and gaining further depth and breadth in F5 product knowledge.

I guess I must be doing something right. It's a good feeling.
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November 2010

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