At Highwinds, we believe strongly that to offer the best products and support, you need to hire “A” players at every position. The following “Get to Know Your NOC” is the third in a series highlighting our employees, their contributions and their interests outside of work. We’re here to take your calls 24x7x365. As such, we hope to get to know you on a first name basis.
Likewise, we want you to build a relationship with your account executive, solutions engineer and the Highwinds Network Operations Center support team. So, say hello to Josh, Highwinds CDN and Networking Support (NOC) Manager.
Hi Josh, thanks for taking the time to chat with us. Can you tell us about your personal and professional background?
Josh: I grew up as a military brat spending a large portion of my time in Germany. From a young age I was either playing soccer or playing with gadgets. While working on my computer science degree I produced live video streams for Division II sporting events. In this role I was exposed to live streaming technologies and CDNs, Highwinds in particular. I have received a few “Highwinds Vision Awards” during my time here at Highwinds, those mean a lot to me because they’re peer nominated. It’s a great feeling when your co-workers recognize your hard work.
When did you start working at Highwinds and what attracted you to the company?
Josh: I started at Highwinds in the spring of 2010. I was initially attracted by the technology that Highwinds was working with. They were expanding their CDN services and were creating a support group to work specially on the CDN platform. The fact that they were local to me was fantastic. I wanted to work with streaming technologies on a global scale and that was what Highwinds offered.
Please share a specific challenge that you have handled in your role at Highwinds.
Josh: There are a lot of support tickets after four years! I have to say that I get the most satisfaction in tickets that are not standard and require me to dig into logs and the details provided. It’s very satisfying when you can isolate an issue, reproduce it and then find a solution. Sometimes the issue is on the customer’s side and when you provide detailed information back to the customer it’s usually well received to get that level of support. If we isolate the issue on our side we then leverage our in-house development team for a patch to our software while implementing a workaround.
Tell us about some hobbies that you enjoy. Also, how about letting us in on something that nobody (or most nobody) knows about you?
Josh: In my free time I like to swim, bike and run. I have been doing triathlons for three years now and I enjoy the challenge of getting faster. A number of co-workers have taken up the sport which makes for some fun office competition! I still produce live events from time to time, which keeps me up-to-date on the video technology side being used by many of our customers.
What are some trends you’re seeing with the companies you work with? Can you share some insights?
Josh: Multimedia usage, especially video, is still growing and evolving rapidly. In the early days, streaming libraries consisted of a single bitrate and perhaps a QuickTime and Windows Media container. Now we have customers using adaptive bitrates with multiple containers and delivery methods. It has become more important than ever to make sure your media plays on as many devices and connection qualities as possible.
What do you like best about working at Highwinds?
Josh: The growth potential at Highwinds can really be something else. I started working as Tier II Support. Over the course of two years I became a supervisor and eventually a Manager of CDN and Networking Support. Our support group has tripled in size as Highwinds continues to grow.
We also have new positions to help our NOC technicians grow into our system engineering and networking engineering groups to help people build careers here at Highwinds.
Thank you to Josh for taking the time to give us a closer look at both his personal and professional life. Highwinds customers can count on Josh and the rest of our talented support staff to troubleshoot issues and provide helpful tips to improve your content workflow. We never outsource support, and a highly-trained, professional support rep with full account access will answer your initial call every time.
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