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A Day in the Life of Google’s IT Residents
September 25, 2013
Ever wondered what it's like to provide IT support to one of the world's largest tech companies? Read on for a look into a day in the lives of two of Google’s
Information Technology Residents
, Jesus Lugo and Lisa Mauck. These IT ninjas have been trotting the globe to provide Googlers with exceptional IT support.
Hi there! My name is Jesus Lugo and I was born in Ciudad Ojeda, Venezuela, and moved to the US when I was 10 years old. I joined the Marine Corp after high school and received my associate’s degree from Miami Dade College and my bachelor’s degree from Florida International University after finishing my active duty service. Before joining the IT Residency Program, I worked as a remote services technician and as a customer engineer. At Google, I spend most days working at a Techstop in Mountain View, CA, where Googlers go for technical assistance. We're committed to solving any issue that comes our way - troubleshooting laptops, phones, desktops - and getting Googlers back to work as quickly as possible. I recently traveled to Dublin, Ireland, for my three-month IT rotation. Check out a day in my life while on assignment abroad:
Here I am, at the Techstop in Google’s Dublin office. I’m working on a project to customize a mini computer for Googlers to badge-in to Techstops, which reduces setup time and the cost of the hardware. These units are also slightly bigger than a deck of cards, have wifi, and can be run from a battery, so they can be mounted anywhere. It’s cool to work on a project that has an impact on my team’s workload and physical space.
Dublin has hosted a number of IT Residents over the past few years. They held a welcome event when I arrived, which included a walking tour of this historic city.
Each Techstop is different. This one in Dublin has a variety of “amenities” that make it unique - from its psychedelic decor to its impressive collection of Lego creations, including Pac Man, Zelda's Link, and a set of Imperial Star Destroyers. The layout also allows for all the techs to face each other to further promote collaboration.
While on rotation in Dublin, I was afforded the opportunity to travel to other offices in Europe to provide remote support. I got to visit Prague, the Czech Republic, and Wroclaw, Poland. Touring the Prague Castle was a definite highlight!
Check out this rest and relaxation room in Google’s Prague office. These spots can be found at nearly all Google offices and are loaded with books, video game consoles, arcades, and musical instruments. Most of the Googlers in this office can play an instrument seen here. They even have their own band!
Engineering at Google takes many forms. Here, I’m engineering a stand for a hoola hoop in preparation for our challenge in the Engineering Crawl Event. The event consists of mini challenges created by the different engineering teams in Dublin, like: trace-routing your way across the world; achieving the highest score in Donkey Kong; making the best tinfoil hat; building the tallest tower out of toothpicks and blue tack; and our very own Helicopter Lego Obstacle Course!
This small cache of plastic weapons is often used as a team-building activity. We split all participants into color-coded teams and break into an all-out war. After the battle is over, we usually clean up the dart mess over pizza or barbecue and refreshments.
**
Hey students! My name is Lisa Mauck and I‘m from a small town in Michigan where there’s exactly one stop light. Relocating to Ann Arbor for the IT Residency Program was a big culture shock (in a good way!). Prior to Google, I received my bachelor’s degree from the ITT Technical Institute, and worked for a small software company as an IT technician/project coordinator. Working at Google has been an amazing experience! I’ve had the opportunity to travel to Sydney, Australia, for three weeks to work with Google’s IT team there. By far, the best perk at Google is the great people that I get to work with - from my colleagues in Sydney to those in Ann Arbor, Mountain View, and NYC. We all share a passion for working with the latest technologies and helping our end users. I hope that you enjoy some snapshots of my adventures - domestic and abroad!
That’s me! I’m at my desk in Ann Arbor, working with the team to support Googlers worldwide. I typically start my day by updating any open tickets and keeping an eye out for urgent requests. Then I check in on which role I’m assigned to that day: chats, tickets, phone, quality assurance, or projects. I love the variability of the role - it keeps things exciting!
We like to test our flying abilities when we aren’t busy
having a nerf fight
assisting users! You get kudos on our team if you can keep the helicopter from crash landing.
Meet some more members of the IT Residency team in Ann Arbor! We typically spend our lunches together, which makes us feel like a family. Once a week, we also attend a CCNA class together that my team in Ann Arbor started. We’re hoping to become CCNA certified.
The Google patio is pretty iconic. I tend to come out here a lot when I’m doing project-based work. Currently, I’m “dogfooding” Google’s different remote tools by comparing how they work across platforms. I then document my findings and communicate them to the appropriate teams.
Outside of providing exceptional service to Googlers, the team also arranges what we call “Jedi talks.” A few times a month, we schedule a talk led by an IT Resident about a subject that they’re knowledgeable in. Similarly, other teams deliver monthly tech talks to our team. I try to take advantage of a lot of these opportunities at Google for peer learning.
Check out this view from the office that I’m working at in Sydney, Australia, overlooking the harbour. Team members here take turns rotating weekly into the Techstop to handle in-person support issues. We also benefit from sitting close by the Google+ software engineers and the gTech team, who help us work through more escalated cases.
The view from inside isn’t so bad either! At the Google Sydney office, they bring the sea life to you! Okay, back to work - the tickets in my queue need some attention, too! :)
If you’re also a techie at heart, who loves to play, tinker, break and fix, then consider applying for Google’s Information Technology Residency Program! Check out
this video
to learn more about the role. Seniors with at least one year of IT support experience are encouraged to apply at:
google.com/jobs/students/ITRP
.
Posted by Natalie Van Kleef, Tech Student Engagement team
Announcing Google’s Internal Technology Intern Program
January 7, 2013
We are pleased to announce Google's new
Internal Technology Intern Program
and hope that you will consider applying!
What does it mean to be an IT Intern?
The Internal Technology Intern Program is designed for
students who have a passion for providing technical user support and who are currently pursuing a bachelor's or master's degree to be completed between December 2013 and December 2014.
Based in one of our offices across North America, this 12-week program is an introduction into IT support at Google.
IT Interns will learn what it takes to support and scale Google’s internal technology from our infrastructure to the end user. They will become a
go-to person for Googlers' computer hardware and software needs, providing front line user support for all of Google's internal tools and technologies. Beyond the day-to-day, they will improve the Googler user experience by contributing to longer term projects and documentation efforts.
Did we catch your attention? Here's how to apply.
The IT Intern Program is open to all qualified college students looking to work in the IT industry. While we think you'll have a leg up if you've majored in IS/IT/MIS/CS, we're really looking for people with a passion for technology and eager to learn. We are committed to addressing diversity in the field of IT and students who are a member of a group that is historically underrepresented in the technology industry are encouraged to apply.
Applicants will need to apply online and submit a resume and unofficial transcript. There is no application deadline, but we do encourage you to apply sooner rather than later as spaces are limited.
The online application can be found on our
Students Job Site
along with detailed information about the 2013 program.
Posted by Caitlin Merrell, University Programs
Do people always come to you for computer help? Learn how you can put your skills to use at Google
February 27, 2012
Earlier this school year we told you about our
Internal Technology Residency Program
through a
series of blog posts
. Since then, we’ve wanted to find another way to share with you more about the program and give you the opportunity to interact with some of the awesome people involved! What better way for us to do this than through Google+
Hangouts On Air
? On Tuesday, March 6th at 6:30 pm PST join us for a live session telling you more about the program and what sets it apart from other IT opportunities. I’ll be joined by some other fellow ITRs along with an ITR recruiter; you don’t want to miss out!
Starting today, we encourage you to begin submitting your questions via Twitter or Google+ using the hashtag #ITRPquestion. Between now and Monday, March 5th, we’ll collect a list of the questions that are sent in and answer them live during the Hangout On Air!
See you there!
Posted by Alan Reeves-Fortney, Manager, ITRP
Inside ITRP - Brian
January 12, 2012
Introduction: This is the third post in our series about current residents in Google’s
Internal Technology Residency Program
. Today, we highlight Brian Call, who joined the ITR Program in February of 2011.
Where did you go to school? What did you study?
Brian Call:
I attended the
Rochester Institute of Technology (RIT)
, in scenic upstate New York, where I earned a degree in applied networking and systems administration (ANSA). The ANSA program at RIT offered me the unique opportunity to learn through a combination of traditional classes, real-world lab scenarios and cooperative education. The
cooperative education program
gave me the chance to gain valuable experience with several different companies, including
SAIC
, the
Center for Integrated Manufacturing Studies at RIT
and
Frontier Communications
.
Brian works on fixing a Googler's machine, which is one
of the many challenges he faces in a day.
Tell us how you found out about the ITRP program.
BC:
I stumbled upon the ITRP program in an email from my school’s career center, only a few hours before the deadline for the application. The multi-component core of the program—training and development, front-line support and internal rotations—caught my attention as a chance to push my limitations and hone my “skills toolbox” in a technologically diverse and highly dynamic enterprise. I also loved the prospect of expanding my horizons through world travel. I took the dive and applied only a few hours before the deadline; The following day, I was pleasantly surprised by an invitation to interview at our college career fair, going on later that week.
What have you enjoyed most about the ITRP program?
BC:
There’s so much I’ve enjoyed about the ITRP program. In particular, the program has given me the opportunity to drive across the country to Google headquarters in California, explore new places, meet new people, work with a diverse group of individuals and technology, and I enjoy it so much that, at the end of the day, I can’t wait to go back and do it all over again (minus the cross-country trip of course).
Something else I find truly unique about ITRP is the dynamic nature of the program. Mirroring the dynamic nature of Google, components of the ITRP program are adjusted based on feedback from each new class, with the goal of making the process as streamlined and enjoyable as possible. One significant adjustment that took place before I joined was changing the training schedule from long, concentrated blocks to shorter, more spread out blocks. The content of the training changed as well. The team is very open to feedback (they love it...the more, the better!) and are more than willing to sit down with us to discuss changes.
Tell us about the front-line support part of the ITRP program. Explain what that means and how you've experienced it firsthand.
BC:
At Google, we’re helping fellow Googlers solve I.T. based technical issues (however, as the neighborhood “go-to” folks, we often find ourselves solving non-technical issues, too). The goal is to get the Googler back up and running as quickly as possible. Throughout the process, we have the opportunity to chat with really neat folks, including everyone from recruiters (they have the best stories to tell) to pivotal figures in computing history, such as Vint Cerf. Front-line support is, in essence, an opportunity to learn new skills, hone old skills, make people happy and network, all bundled into an exciting, fast-paced experience.
Brian had the opportunity to work from our Kirkland office
for a quarter during his internal rotation. This is just one of the
many awesome images he was able to capture.
New skills aren’t just learned on the front-lines. Front-line support and training/development at Google are tied together in harmony. Needing to solve unbelievably bizarre problems on the fly drives a constant cycle of on-the-job training while, more formal, instructor-led training sessions and self-study skills development drive personal growth and efficiency. With front-line support, finding the right solution can involve almost anything, from searching textbooks and Internet sources to building test labs to recreate the problem. To me, front-line support carries a prerequisite to keep an open mind to all solutions, no matter how strange they may seem.
What do you look forward to most during the rest of your time as an ITR?
BC:
I’m really looking forward to doing some international travel. The opportunity to travel the globe while helping out at other offices is an exciting prospect, especially since I’ve never traveled outside of North America.
Posted by Brian Call, Internal Technology Resident
Inside ITRP - Victor
November 28, 2011
Introduction: This is the second post in our series about current residents in Google’s
Internal Technology Residency Program
. Today, we highlight Victor Escobedo, who joined the ITR Program in August of 2010.
Tell us a little bit about yourself. Where did you go to school? What did you study?
Victor Escobedo:
I was born and raised in Southern California and attended
Cal State Fullerton
where I studied and earned a bachelor’s degree in computer science. Throughout college I worked full-time at an engineering company as a systems administrator as well as taking on personal projects in web design and IT deployments. After graduating, I joined Google through the
Internal Technology Residency Program
(ITRP) in August of 2010 and have loved every second of it.
How did you find out about the ITR Program?
VE:
Unlike many of my colleagues who found out about the Program through Google sponsored college events, I happened to stumble across the ITR Program while I was job hunting after graduation. I had always been impressed with the principles that Google seemed to exude, as well as stories I heard about the work environment. I figured that if there were any large enterprise in which I could happily work, it would have to be Google. I decided to apply and, to my delight, was invited to begin the interview process.
On rotation in the beautiful Swiss Alps
Tell us about the office rotation component of the ITR Program.
VE:
I honestly believe that the office rotation component of this Program is the greatest component of any program at Google; with all the great programs offered here, that’s saying a lot. ITRP has a built-in component that requires you (as if you wouldn’t want to go) to spend a quarter outside of the Mountain View office in one of Google’s many global offices. For a three month period, I had the opportunity to experience the role of a field tech working out of the
Zurich office
. Not only was this my first time living outside of the U.S., but it was also my first time in Switzerland. From the first day to the last, the local team was amazing; they went out of their way to make me feel right at home by taking me around the city and showing me all the best sights, as well as teaching me an enormous amount of what it takes to offer great support at Google. In my spare time, I hiked the Swiss Alps, had steak on a sword (yeah you read that right) and had some of the best chocolate I’ve ever tasted; overall, I had a once in a lifetime experience as a result of ITRP.
What have you enjoyed most about the ITR Program?
VE:
It’s incredibly difficult to pinpoint a single component that I have enjoyed most about the Program (the people, the projects, etc.), but if I had to choose one, it would be the travel opportunities. In the short time that I have been here, I have been lucky enough to visit and work out of the Mountain View, New York, Madrid and Zurich offices (yes, all of them were amazing). While in these offices, I met and worked with people who were incredibly talented, and I learned first-hand what it meant to support and work for a company with a truly global presence. While in Europe, I had the opportunity to support offices oceans away while at the same time collaborating with teammates who were still back in Mountain View.
In addition to the international opportunities, I’ve learned that this company fosters an environment which encourages people to try and fail. Instead of squashing ideas, you are encouraged to challenge the status quo and can make changes that can affect thousands; it’s unlike anything I’ve heard of in any large organization. The fact that this company is so large and yet I constantly feel that I am working for a startup—granted, one with with massive resources—is a testament to the unique nature and culture in which Google operates.
Did I mention that the team is pretty crazy?
What surprised you most about the ITR Program?
VE:
From the beginning, I was surprised at how everyone inside the organization is so willing to share. No, I don’t mean I get to use everyone’s toys, I mean sharing knowledge. Most other IT organizations I have encountered have a common problem, which I have dubbed as the “that guy” problem. It’s when there is one person who has been on the team for so long that he is the only one that knows how anything works and has become “that guy” with all the answers. The problem is that “that guy” usually doesn’t like to share his knowledge because he feels that it’s a type of job security. At Google, and within ITRP especially, we take the exact opposite approach: We over share information so that no matter who is available at any given time, there’s a good chance he or she will have the skills and information needed to solve any problem. It’s liberating, and allows us to provide a level of support that I think is unrivaled by any organization of our size.
Got any good technical tips?
VE:
Well to answer that I first want to pose some questions of my own: How much sensitive information do you store in your Gmail account? Do you have bank information, credit card numbers, passwords, your social security number in some message from years ago? Have you ever thought about how much personal and sensitive information you store in your email? If you feel at all worried about the idea of a hacker having access to your Gmail and all the information that goes along with it, I highly recommend that you configure
2-Factor Verification
for your account. What this does is add a second layer of security to your account. When you visit Gmail.com, you are presented with the normal username and password screen that you know and love, but once you get passed that, you are asked for a special 6 digit number. This number is a pseudo random number that is generated for you and either sent to your phone via SMS or accessed from the
Google Authenticator
app on your phone. This adds a mere few seconds to your login process but it makes it impossible for anyone else to access your account even if they somehow managed to get your username and password. Be proactive about security!
Posted by Victor Escobedo, Internal Technology Resident
Inside ITRP - Marcos
November 8, 2011
Introduction: Over the next couple of months we’ll be sharing stories from current residents in Google’s
Internal Technology Residency Program
. Today, we start with Marcos Ramirez, who joined the ITR Program in August of 2010.
What is the IT Residency Program?
Marcos Ramirez:
The ITRP is a 2-year program that gives new grads the opportunity to learn all about how Google does IT. The program itself is broken down into a few different areas: Training and Development, Front-Line Support, and Internal Rotation. With Training and Development, all IT Residents are essentially transformed into top-notch IT generalists—obtaining proficiency in many different areas ranging from networking, mobile support, programming, and many different operating system platforms.
We get a lot of these skills through front-line support, by helping many of the other Googlers who come into the Techstops—places at Google where IT support is provided—with their technical problems. If all that wasn’t fantastic enough, IT Residents also get to go on office rotations to other Google offices around the world, as well as spend a quarter with another team at Google (where you’ll get the chance to learn all about an area you’re interested in specializing in).
How did you get to where you are today?
MR:
I've always had a passion for the more social aspect of information technology, and project management in general, which is what attracted me to the Management Information Systems (MIS) program at San Jose State University (SJSU). The MIS program there provided a good combination of business, technology, and project management related courses, and overall really helped me define what path I wanted to take with my career. Outside of school, I did a few small internships, and then a one-year co-op at IBM during my senior year.
I found out about the ITRP when Google held an ITRP information session at SJSU, where I met Cameron, who was one of the PMs who helped create the program. I was really impressed with the presentation and the program, so I applied for the ITRP through
Google's Student Jobs webpage
. Now that I'm actually here, I can honestly say that IT at Google is truly a unique experience, which I don't think I'd be able to find anywhere else. It's really given me the opportunity to take what I've learned and apply it on such an incredible scale.
What have you enjoyed most about the ITRP program?
MR:
I've really enjoyed the sense of camaraderie between everyone on the team. We are all here sharing this experience together, working in the Techstops and on many different projects, and overall there's just this sense of mutual trust. It's a great thing to know that you can depend on your team. I also love the fact that we have the opportunity to learn about so many different aspects of technology, from Linux, Mac, and Chrome OS environments, to networking, Python and technical project management.
One of the projects I've been working on recently involves deploying
Google Apps to non-profit organizations
, which has been an incredible experience in itself. Along with a few other IT Residents, I'm going out and delivering Google Apps trainings to nonprofits, and helping them make the switch over to using Gmail, Docs, and the rest of the Google Apps suite. We get to see first-hand how technology can improve the collaboration, communication, and overall efficiency of an organization.
Tell us about the Ops Rotation part of the ITRP program? Explain what that means and how you've experienced it firsthand.
MR:
The Ops Rotation is a 3-month internal rotation with another group at Google—the idea is that, as an IT Resident, you've spent the first several months solving problems in the Techstops, and hopefully gotten an idea of your specific areas of interest. The Ops Rotation is an incredible opportunity to take what you've learned (as well as what you're interested in learning), and jump into an entirely different team within Google. For my Ops rotation, I joined the Support Engineering team as a Technical Project Manager. In this role, I had the responsibility of transferring several high-level software projects between different teams, as well as doing some development work supporting their tools in on-call rotations. It was a great experience, and it really increased my technical project management skills, and knowledge of how software development works at Google.
Got any good tech tips?
MR:
Well, I’m glad you asked! Google recently launced a new campaign called ‘Good to Know’
http://www.google.com/goodtoknow/
Good to Know contains a plethora of information on how to keep yourself safe on the web, with topics covering Google’s security tools, down-to-earth explanations of those tough security terms, and a bunch of other great tips on how to manage your data.
Posted by Marcos Ramirez, Internal Technology Resident
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