ASO Ninja Profiles: Brent S.

Here’s the second installment in our ASO Ninja Profiles series that we started last week. Is there an ASO Ninja you’d like to learn more about? Drop us a note in the comments and we’ll feature them.

Name?
Brent Saner

Title?
Supervisor of Customer Service

Aliases?
[REDACTED]

Where do you live?
North Central Philadelphia, PA

What are the most common issues you find customers have day to day?
Most of the issues we encounter are password resets or firewall removals and the like.

What blogs/sites do you follow to keep your skills sharp?
Usually just Slashdot plus some security-related announcement services here and there on the side:
The GLSA (Gentoo Linux Security Advisories)
The CVE (Common Vulnerabilities & Exposures)
The LKML (Linux Kernel Mailing List)
NANOG (North American Network Operators Group)
&
FD (Full Disclosure Mailing List)

I also follow the Philadelphia Area Linux User Group mailing list.

Any quick tips/advice for our customers that you feel can enhance their experience with ASO?

1.) Make sure you use an email address as your authorized contact that *isn’t* hosted on your plan with us. This ensures quick verification.

2.) Along similar lines, make sure you always submit tickets using a pre-verified portal (such as the Client Area) or from the authorized contact email address.

3.) Know what you’re getting into- just as you shouldn’t buy a car before learning how to drive, you should also read up a bit on PHP and/or HTML (and javascript, etc.) and learn how to manage your website. If you’d rather just jump right in, hire someone (either in-house, as a contract, etc.) someone who does know how to manage a website. This will make sure you get things set up JUST the way you like it without having to submit support tickets that may be out of scope for us.

What’s your favorite online waste of time?

Quake (I-III only. Oh, id, how you have fallen)/QuakeWorld, Quake Team Fortress, Doom I-II, Unreal Gold, Unreal Tournament GOTY/UT2K4, Rise of the Triad, Marathon/AlephOne, Warsow, Team Fortress Classic, Fortress Forever…

Anyone want to deathmatch? When I’m NOT playing games as old as some of my friends, I’m watching various clips on YouTube or the like.


What inspires you?

My faith, my community, and people who make some pretty big mistakes but are able to learn from them. And macaroni and cheese. My word, macaroni and cheese. You know life has a higher purpose when things like macaroni and cheese exist.

Favorite customer experience thus far:

One of our customers sent us cookies after a long and intricate issue! That was pretty cool of them. But really, any time a customer just takes the time to say “Hey, I like all of you. You’re pretty cool.” Any time a customer shows any sort of appreciation, it gives you warm and fuzzies all over.

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One Response to ASO Ninja Profiles: Brent S.

  1. Deb says:
    January 7, 2013 at 2:25 pm.

    I always try to say thanks and how great you guys are after my requests for help (or something when I just have questions about how something works- or doesn’t.) You guys are always so good with me, no matter how silly my questions may be. Easily the best support and service I have had anywhere.

    Loving these profiles on the support team!

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