For information about the access request policies and security guidelines, please refer to the Security Team's access request handbook page section.
For links to role based access request templates, system access templates, and other general instructions and FAQs, please refer to the Access Requests page.
For information about baseline entitlements and role-based access, please refer to the baseline entitlements handbook page.
For information on how to create a Role-Based Entitlement, please refer to the instructions on how to create role-based entitlements.
If you would like to check whether or not a team-member is a member of a Slack or a Google Workspace group, you can view the following automated group membership reports:
To read more about Okta, please visit the Okta page of the handbook.
To read more about our Jamf deployment please visit the Endpoint Management page of the handbook
To view laptop delivery metrics and statistic please visit the Laptop Metrics Handbook Page
Please visit the GitLab Onboarding and machine management handbook page
Please visit the Gitlab Laptop Offboarding page for information pertaining to this process at Gitlab handbook page
Experiencing some issues with your machine, access to systems, 2FA or other IT related issues? Please visit our self-help and troubleshooting handbook page
New to Gitlab and looking for some IT tips and tricks? This is the spot for you, we have created a comprehensive guide for using the IT systems, apps and hardware in this handbook page
This automation converts Slack threads from the #it_help channel to issues in GitLab. With most IT support requests being handled in the #it_help Slack channel today, this automation will create one basic intake point with bilateral synchronization to GitLab helpdesk issues.
Reach out to the #it_help Slack channel as usual when assistance is needed. The automation will then create, update, and manage an issue created for the Slack thread. You will be able to communicate with the IT Analyst either via the Slack thread or in the issue created by the automation, and responses will sync in both places.
The script scans the IT help Slack channel and performs the following actions:
To learn more on how this automation works, check the IT-Help Slack Issue Creator wiki.
IT Help will triage all IT related questions as they arise.
Build a knowledge base of IT practices and pragmatic problem solving in the handbook.
Account management for password resets and lockout.
On call support for immediate software and hardware issues during local business hours.
Diagnose computer errors and provide technical support.
Troubleshoot software and hardware.
Support Weekly IT Onboarding Sessions for new Team Members.
Train end-users how to setup and use new technologies. Provide technical support over the phone or Web.
Use specialized help desk support software to take control of end-users' computers to troubleshoot, diagnose, and resolve complex issues.
IT Ops will work with Security, the People Group, and Business Technology to develop automated on-boarding and off-boarding processes.
We will develop secure integrations between Enterprise Business Systems and with our Data Warehouse.
We will develop tooling and process to facilitate end-user asset management, provisioning and tracking.
We will work to build API Integrations from the HRIS to third party systems and GitLab.com.
We triage IT related questions as they arise.
We build and maintain cross-functional relationships with internal teams to champion initiatives.
We will spearhead on-boarding and off-boarding automation efforts with a variety of custom API integrations, including GitLab.com and third-party resources, not limited to our tech-stack, with scalability in mind.
Senior Director, IT Operations - Robert Rea, [email protected], @rrea1
Senior Manager, IT - Peter Kaldis, [email protected], @pkaldis
Senior Manager, IT - Michael Beltran, [email protected], @mbeee
Business Systems Analyst - Marc Di Sabatino, [email protected], @marc_disabatino
IT Analyst Americas - Alex Krusiec, [email protected], @akrusiec-ext
IT Analyst Americas - Jeff Ford, [email protected], @jeffford_
IT Analyst Americas - Jenny Wong, [email protected], @jwong6
Senior IT Analyst APAC - Steve Ladgrove, [email protected], @sladgrove
IT Analyst APAC - Max Hirata, [email protected], @mhirata-gl
IT Analyst EMEA - Bruno Ferreira, [email protected], @bferreira-ext
IT Analyst EMEA - Eoghan Dunne, [email protected], @edunne-ext
System Administrator - Mohammed Al Kobaisy, [email protected], @malkobaisy
Senior IT Systems Engineer - Dillon Wheeler, [email protected], @dillonwheeler
Senior IT Systems Engineer - Jeff Martin, [email protected], @jeffersonmartin
Senior IT Systems Engineer - Marcus Whitaker, [email protected], @mwhitaker
Mic Rohr - appointment schedule - AMER
Jeff Ford - appointment schedule - AMER
Alex Kruseic - appointment schedule - AMER
Jenny Wong - appointment schedule - AMER
Steve Ladgrove - appointment schedule - APAC
Max Hirata - appointment schedule - APAC
Bruno Ferreira - appointment schedule - EMEA
Eoghan Dunne - appointment schedule - EMEA
