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From YouTube: 1 01 Introduction
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A
Okay,
so
I
do
have
a
link
on
this
slide
and
I
will
send
you
a
link
to
the
presentation,
so
you
can
follow
that
as
well.
That
link
goes
to
an
introductory
document
that
I
think
most
of
you
have
actually
already
seen,
and
that
in
in
summary,
is
here
you
know
what's
this
about:
why
are
we
doing
it
and
who
needs
the
training
right?
A
This
is
really
about
learning,
to
deliver
a
more
thoughtful
and
consistent
and
well-managed
support
experience
for
all
of
our
customers
from
the
very
beginning
of
when
we
work
with
them
when
they
send
in
a
new
ticket
to
the
end
when
we
close
it
out
and
we've
resolved
it
successfully
for
them.
So
why?
Why
are
we
doing
this
this
class?
Why
are
we
starting
to
roll
this
out
the
different
groups
around
the
company
around
the
support
organization
anyway,
and
then
that
is
again
for
that
consistency
aspect.
A
If
you
go
up
you're
setting
a
new
standard,
and
now
you
have
to
achieve
that,
so
we
want
to
get
to
a
nice,
consistent
level
and
just
keep
going
up
from
there
and
then
finally,
who
needs
the
training?
Well,
everyone.
I
boldly
state
thanks
for
raising
a
hand
there,
hey,
you,
don't
have
a
name
associated
with
yourself.
I'll
have
to
be
the
only
one
I'll
have
to
learn.
I
do
say
everyone,
and
that
is
because,
if
you
are
new
to
gitlab
or
new
to
being
a
support
person,
then
you
know
it's
pretty
straightforward.
Yeah.
A
You
want
to
learn
how
to
support
your
customers
well
outside
of
just
what
you
do
for
troubleshooting
and
knowing
the
technology
you
want
to
know.
How
do
you
manage
that
experience
for
them,
but
even
when
you
have
more
experience
or
years
of
experience
and
maybe
you're
a
senior-
and
you
have
at
least
one
senior
with
us,
there's
always
more
to
learn.
This
could
be
in
the
next
iteration
of
what
you
are
building
on
your
skills
for
how
to
deliver
well.
This
could
be
in
part
a
refresher
for
you.
A
Maybe
we'll
talk
about
things
that
you're
familiar
with,
but
it's
good
to
just
bring
them
back
to
the
front
of
your
mind
and
for
those
people
who
do
have
experience
really
hoping
that
you
will
be
sharing
with
the
others
in
the
class.
So
we
can
all
benefit
from
each
other's
knowledge
and
experience
in
this
space.