ITCamp 2019 - Florin Flestea - How 3rd Level support experience influenced my code

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After being a 3rd level support guy for 2 years, my code changed in several ways. Why this happened? Is this change good? Should you care about this? I will tell from experience how my code changed and in what ways so that you can prevent the same mistakes I did and how to make your days better instead of wasting time debugging and trying to understand what happened in production

Technology

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
How 3rd level support influenced my
code
Florin Flestea
Developer / Overthinker
iQuest Technologies

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
Many thanks to our sponsors & partners!
GOLD
SILVER
PARTNERS
PLATINUM
POWERED BY

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
Who Am I?
- .NET Developer for almost 8 years
- 2 years of full time 3rd level support
- Worked on desktop and web
applications
- Public speaker

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• What is 3rd level support?
–Needed skills for 3rd level support
–Mindset
• Tools for investigation
–Logging
–Experience
• Different perspective over the code
• Q&A
Agenda

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
WHAT IS 3RD LEVEL SUPPORT?
What is it, how we approach this?

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
What is 3rd level support

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Needed skills
–Thinks as a user
–Understand the business
–See the future?
What is 3rd level support?

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Think as a user
–We already understand the flows
–Is it clear for the user?
–What the user expects from the application
–See through the “eyes” of the user
What is 3rd level support – Needed skills

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Understand the business
–What the client wants the application for?
–Why he wants the features to be implemented in a certain
manner?
What is 3rd level support – Needed skills

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• See the future
–What will the users do on the application?
–What flows are not stable?
What is 3rd level support – Needed skills

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Mindset
–Have you been a developer on the application?
–Have you had any experience with the application before?
What is 3rd level support?

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Logging
–See the history of the actions and events of the application
–Learn what happened
• Experience
–Know what could fail
–What can cause a certain failure
Tools for investigation

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Logging
–Logging exceptions
–Logging user actions (audit)
–Logging “events” in the application
Tools for investigation

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
Try
{
code…
}
Catch
{
….
}
Tools for investigation – Logging exceptions

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Auditing user’s actions
• Audit some actions even if not required
–User’s authentication
–User accesses a certain part of the application
–User did an important action in the application
Tools for investigation – Logging user actions

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• User’s “X” authentication was with “{Succes|Error}”
• User did {action} with the following data {data}
Tools for investigation – Logging “events” in the app

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Intuition
• Known exceptions
• Known code smells
Tools for investigation – Experience

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• “Trees” vs “Forest”
• Flow implementation vs Feature implementation
Different perspective over the code

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
Q & A

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Business approach
• Business knowledge
• Logging
Takeaway

@ITCAMPRO #ITCAMP19Community Conference for IT Professionals
THANK YOU!

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Video Streaming: Then, Now, and in the Future

Alpen-Adria-Universität

In his public lecture, Christian Timmerer provides insights into the fascinating history of video streaming, starting from its humble beginnings before YouTube to the groundbreaking technologies that now dominate platforms like Netflix and ORF ON. Timmerer also presents provocative contributions of his own that have significantly influenced the industry. He concludes by looking at future challenges and invites the audience to join in a discussion.

Alt. GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using ...

James Anderson

Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management. The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM). Speakers: Bob Boule Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle. Gopinath Rebala Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.

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ITCamp 2019 - Florin Flestea - How 3rd Level support experience influenced my code

1. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals How 3rd level support influenced my code Florin Flestea Developer / Overthinker iQuest Technologies

2. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals Many thanks to our sponsors & partners! GOLD SILVER PARTNERS PLATINUM POWERED BY

3. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals Who Am I? - .NET Developer for almost 8 years - 2 years of full time 3rd level support - Worked on desktop and web applications - Public speaker

4. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • What is 3rd level support? –Needed skills for 3rd level support –Mindset • Tools for investigation –Logging –Experience • Different perspective over the code • Q&A Agenda

5. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • What is 3rd level support? –Needed skills for 3rd level support –Mindset • Tools for investigation –Logging –Experience • Different perspective over the code • Q&A Agenda

6. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals WHAT IS 3RD LEVEL SUPPORT? What is it, how we approach this?

7. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals What is 3rd level support

8. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • What is 3rd level support? –Needed skills for 3rd level support –Mindset • Tools for investigation –Logging –Experience • Different perspective over the code • Q&A Agenda

9. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • Needed skills –Thinks as a user –Understand the business –See the future? What is 3rd level support?

10. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • Think as a user –We already understand the flows –Is it clear for the user? –What the user expects from the application –See through the “eyes” of the user What is 3rd level support – Needed skills

11. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • Understand the business –What the client wants the application for? –Why he wants the features to be implemented in a certain manner? What is 3rd level support – Needed skills

12. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • See the future –What will the users do on the application? –What flows are not stable? What is 3rd level support – Needed skills

13. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • What is 3rd level support? –Needed skills for 3rd level support –Mindset • Tools for investigation –Logging –Experience • Different perspective over the code • Q&A Agenda

14. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • Mindset –Have you been a developer on the application? –Have you had any experience with the application before? What is 3rd level support?

15. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • What is 3rd level support? –Needed skills for 3rd level support –Mindset • Tools for investigation –Logging –Experience • Different perspective over the code • Q&A Agenda

16. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • Logging –See the history of the actions and events of the application –Learn what happened • Experience –Know what could fail –What can cause a certain failure Tools for investigation

17. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • What is 3rd level support? –Needed skills for 3rd level support –Mindset • Tools for investigation –Logging –Experience • Different perspective over the code • Q&A Agenda

18. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • Logging –Logging exceptions –Logging user actions (audit) –Logging “events” in the application Tools for investigation

19. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals Try { code… } Catch { …. } Tools for investigation – Logging exceptions

20. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • Auditing user’s actions • Audit some actions even if not required –User’s authentication –User accesses a certain part of the application –User did an important action in the application Tools for investigation – Logging user actions

21. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • User’s “X” authentication was with “{Succes|Error}” • User did {action} with the following data {data} Tools for investigation – Logging “events” in the app

22. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • What is 3rd level support? –Needed skills for 3rd level support –Mindset • Tools for investigation –Logging –Experience • Different perspective over the code • Q&A Agenda

23. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • Intuition • Known exceptions • Known code smells Tools for investigation – Experience

24. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • What is 3rd level support? –Needed skills for 3rd level support –Mindset • Tools for investigation –Logging –Experience • Different perspective over the code • Q&A Agenda

25. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • “Trees” vs “Forest” • Flow implementation vs Feature implementation Different perspective over the code

26. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals Q & A

27. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals • Business approach • Business knowledge • Logging Takeaway

28. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals THANK YOU!

ITCamp 2019 - Florin Flestea - How 3rd Level support experience influenced my code

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