Customer issues passed to engineering

Handling of the investigation of support issues passed to the engineering department at IndigoVision fitted tha capabilities and resources of the test team.

Escalated Support Issues at IndigoVision

Handling of the investigation of support issues passed to the engineering department at IndigoVision fitted the capabilities and resources of the test team.

To mitigate a support issue a support engineer was sent to a customer site to change the web configutation of 100s of devices. Aware of the unfolding situation I explored the use of Selenium and Python producing a prototype script just in time to be asked if I could help. Within 2 working days I had a packaged executable sent to site. The next day the script was used to resolve the customer issue.

Many support cases and some more complex tests required the creation of Python scripts to analyse Wireshark traces and isolate issues in large log files, e.g. find 10 time discontinuities in a 1000000 line log file. Other longer term tests have used Python scripts in conjunction with Linux shell script to extract diagnostics on a periodic basis

Other investigation of customer issues

The obscure bugs that testing did not find