Jon Rivera

Recent Posts

Issuetrak's Strategic Partnership with AWS

Sep 27, 2017 10:45:20 AM / by Jon Rivera posted in Industry News, Press

embracing a bright future

Issuetrak is excited to announce our new strategic partnership with Amazon Web Services (AWS). The new AWS infrastructure will allow Issuetrak to provide our customers with improved levels of security, availability, and performance. It will also enable us to continuously deploy new features to our customers. We will be moving our cloud operations from Rackspace to AWS beginning next month.

Read More

Creating Issues from Chat Transcripts

Apr 5, 2017 10:28:00 AM / by Jon Rivera posted in Updates

With version 10.1, Chat is now integrated into Issuetrak! Many of our customers have been requesting chat capabilities within our product. We are very excited to be delivering this feature and look forward to seeing how our customer’s adopt it into their support models.

Read More

DockerHR Meetups at Issuetrak

Jan 5, 2017 1:35:40 PM / by Jon Rivera posted in Press

For the past several months, Issuetrak has had the pleasure of sponsoring and hosting monthly Docker meetings for the development community of Hampton Roads. Docker is a relatively new way of packaging applications so that the application runs as expected, no matter the environment. These application “containers” include everything the software needs to run, making them lightweight, secure, and easy to deploy. Since launching in 2013, Docker has been steadily building its profile and list of partners, quickly becoming a major player in the software development industry. While Docker isn’t something that is an active part of our own application, it is a platform we’ve been following closely and learning more about.

Read More

Hampton Roads DevFest 2016

Nov 30, 2016 10:55:43 AM / by Jon Rivera posted in Press

For the past two years, Issuetrak has hosted the Hampton Roads DevFest, an annual technology event that brings together members of the development community from across the region. During the day long conference, relationships are forged, ideas are shared, and knowledge is gained. Anticipation for this year’s fest was especially high. As Jason Wilson (@WilsonUponSea) tweeted, “Getting excited about @HRDevFest tomorrow morning. Lots of great presentations on the schedule and I need the networking!”

Read More

The Key to Good Customer Service Is People

Oct 5, 2016 11:00:50 AM / by Jon Rivera posted in Industry News, Customer Support, Help Desk

It's after four in the afternoon.  I need some assistance with a software installation on my work laptop, so I walk over to the support area to speak with the Director of Technical Operations.  He isn’t in his office, which isn’t necessarily a surprise - he tends to be a busy guy.  Hearing a group conversation behind me, I turn around to look at the team that provides technical support to our customers.  Sure enough, the director, the support manager, and one of the analysts are all crowded around the analyst’s screen.  He’s remotely connected to a customer’s computer, and together they are trying to figure out the best approach to resolving the reported problem.  This analyst in particular should have left for the day a while ago.  Based on the conversation I overhear, it doesn’t seem like he’s going anywhere anytime soon.  But there is a smile on his face and a warmth to his voice that reassures the customer that everything will be alright.  Sure enough, they find the solution a few minutes later, and it's just a matter of walking the customer through it.   

Read More

Why Knowledge Bases Are Useful for Everyone

Sep 21, 2016 10:00:01 AM / by Jon Rivera posted in Industry News, Software Solutions

A robust knowledge base is often seen as a necessity for support centers and help desks. Yet the principles that make knowledge bases invaluable apply to a variety of use cases that are too often overlooked. The purpose of a knowledge base is to provide quick and easy access to information that customers, both internal and external, will find useful. That concept is broad enough to apply to any organization, especially ones with repeated tasks or complicated process flows. In a support environment, the knowledge base will consist of troubleshooting articles, FAQs, and product documentation. In a non-support environment, the knowledge base could contain anything.

Read More

Update from Microsoft Addresses Excel File Concerns

Aug 12, 2016 8:59:15 AM / by Jon Rivera posted in Industry News

On August 9th, Microsoft released new updates aimed at alleviating the consequences caused by the Excel security updates from July 12th.  To briefly recap our original blog post on this issue, the July 12th updates caused downloaded Excel files that were wrapped in HTML to be blocked and appear blank to End Users. While workarounds for this change in behavior were provided by Microsoft, they also pledged to continue working on a better solution to the security concerns they were trying to address.

Read More

Microsoft Unexpectedly Tightens Security Around Downloaded Excel Files

Jul 28, 2016 12:37:54 PM / by Jon Rivera posted in Industry News, Updates

Recently, Microsoft issued a series of updates to tighten security around the handling of certain file types, updates that are impacting Developers and End-Users alike. In the past, opening a downloaded Excel (.XLS) file may have presented you with a security warning that there was a mismatch between the file format and file extension. Clicking “Yes” to proceed with opening the file still allowed you full access to the file’s contents.

Read More

(8/18 Update) 2017 Issuetrak Dollars for Scholars

Jun 7, 2016 4:25:54 PM / by Jon Rivera posted in Press

[August 2018 Update] This scholarship is no longer being offered. We would like to thank all previous applicants and wish everyone the best of luck in all future endeavors. Should anything change in the future, we will be sure to publish an update!


Issuetrak is proud to announce the Spring Semester 2017 #HeadInTheClouds Issuetrak Scholarship! We’ll be awarding two $1000 scholarships to university undergraduates working toward a degree in computer science, computer engineering, or other related field.

Read More