Since this is my first blog post, I thought I would take the time to introduce myself and explain my role here at SoftLayer. That way, if you wind up reading any future posts, your first question won’t be “who is this guy and why do I care?”
Like many of you, I’ve been in this business for quite some time. My first job in the industry was back in 1992 when I was working with the CIS department at Texas A&M helping to manage the university Gopher system. I remember going around campus to the various departments helping to convince people that putting information online in Gopher was the end-all/be-all for sharing information. Of course, that evangelizing didn't last long. Shortly after going to GopherCon '94 in Minnesota, our attention started to shift to the Mosaic browser and HTTP protocol. From there, things just steamrolled.
After A&M, I went to work for Oracle Corp where we started work on an online learning website. The goal was to take all Oracle related CBT courses and find ways to put them online under one site. This was before such things were designed for the web and it meant working with the various vendors and all the different CBT formats to find ways to get them online.
Next was an ISP / shared hosting company named Catalog.com (now known as Webhero.com). We provided all the typical Internet services including dial up access, DSL, shared hosting, domain name registration, online storefronts as well as hosting for some extremely large enterprise organizations. We did a lot with that company and it still continues on today with a pretty solid product offering and services.
From there, it was into the enterprise datacenter hosting and dedicated server hosting markets. Now it's all about SoftLayer and the services we can provide customers with our latest and greatest infrastructure.
As COO at SoftLayer, I am basically in charge of day to day operations including support, facilities management, internal systems infrastructure and anything else that gets dreamed up on a daily basis. What's the funnest part of my job? Every bit of it! I love the daily challenges in the support group. Facilities planning and forecasting allow me to really dig into the numbers. And, since I originally started out as a developer and system administrator, I love being involved with internal systems. Now at this point, I’ve got to be honest; we've got some really good people here at SoftLayer that do all of the dirty work (the actual fun stuff), but I do get to stay involved in all of it. However, because these guys are so good at what they do, I don't have to lose sleep over any one particular thing – instead, I get to stay involved in every piece of it. Maybe in future posts I’ll explain how we determine the number of chassis fans that go inside each server (over 35,000 chassis fans in production so far) or how many different types of SAS and SATA cables we need with how many different types of connectors (so many of differing types that it eventually became cheaper and more efficient to just have them custom made), where to put all of these servers, etc.
I guess the point of all that was to introduce myself and to let you know - having been in the industry for so long now and having dealt with everything from Gopher to dial up access to enterprise hosting to being in the dedicated server market now for quite a while, I feel I have a pretty decent understanding of what our customers are looking for and what their pain points are. While overall operations are critical for everyone, enterprise customers running CRM apps, file servers and domain controllers view things from a different standpoint than someone running a personal mail server or even a large shared hosting or VPS business. As I read through tickets on a daily basis, I try to put myself back in the customers’ shoes to make sure that the services we provide cover the needs of all the different types of customers we have. Having been a customer or provider at pretty much every level, I certainly understand the challenges many of you face on a regular basis. It’s our job to help you overcome as many of those as possible.
We have a lot of really cool things going on at SoftLayer and I hope to share some of those in future posts. In my next post, I’ll tell you all about Truck Day at SoftLayer.