Brian Osburn Email & Phone Number

San Jose, Ca, Us

Crosses various silos as a key member of the interlock team between Support Management, Engineering and Product Management in order to improve not only Support experience, but the over all Customer experience with our products. I am the technical Lorax for support and the customer experience* Works with Customer Support Management and Engineers to improve our Support programs by providing valuable information in the form of education, mentorship and leadership in order to improve Customer Experience.* Identifies systemic product supportability issues by analyzing support tickets, customer satisfaction surveys, and bug tickets in order to improve both customer experience and support experience* Engages & collaborates with Product Management teams during product definition phase to develop supportability product roadmap* Provides technical expertise during the Go To Market life cycle, working in tandem with our Technical Interlock Program Management team.* Acts as the Voice of the Customer and Support in various projects - mainly related to new features, products or version updates. * Provides feedback on various Engineering, Education, and Product planning documents

San Francisco, California, Us

Crosses various silos as a key member of the interlock team between Support Management, Engineering and Product Management in order to improve not only Support experience, but the over all Customer experience with our products* Works with Customer Support Management and Engineers to improve our Support programs by providing valuable information in the form of education, mentorship and leadership in order to improve Customer Experience.* Identifies systemic product supportability issues by analyzing support tickets, customer satisfaction surveys, and bug tickets in order to improve both customer experience and support experience* Engages & collaborates with Product Management teams during product definition phase to develop supportability product roadmap* Provides technical expertise during the Go To Market life cycle, working in tandem with our Technical Interlock Program Management team.* Acts as the Voice of the Customer and Support in various projects - mainly related to new features, products or version updates. * Provides feedback on various Engineering, Education, and Product planning documents

San Francisco, California, Us

Partners with Customer Success and field teams to gain a comprehensive view of customers’ operational issues* Identifies systemic product supportability issues as observed by Service Readiness Planning Managers (SRPM), Customer Success, and Field teams* Engages & collaborates with Product Management teams during product definition phase to develop supportability product roadmap* Provides customers’ operational perspective with various Product Management teams* Define baseline Supportability requirements for existing and future products. * provide feedback on various Engineering and Product planning documents* Provide analysis and tools to identify trending issues.

San Francisco, California, Us

* Partners with Customer Success and field teams to gain a comprehensive view of customers’ operational issues* Identifies systemic product supportability issues as observed by Technical Support teams* Engages & collaborates with Product Management teams during product definition phase to develop supportability product roadmap* Provides customers’ operational perspective with various Product Management teams* Supports customer trials and product introduction of emerging & advanced technologies* Ensures Technical Support teams are ready to support new products at launch

San Francisco, California, Us

Technical Support Delivery Manager• Provided operational and individual management for direct reports to deliver an outstanding customer support experience for our customers.• Served as a key escalation contact for accounts that need a higher touch support and priority incident management• Ensured delivery of both Standard and Premium support offerings to customers within Service Level Objectives for each tier.• Worked with Product Management and Engineering to identify high priority product issues and potential areas to improve customer experience in our Cloud offering• Partnered with the Global Support team to identify, monitor, and report on trends.• Reported on account and case management metrics to key stakeholders

San Francisco, California, Us

Senior Technical Cloud Support Engineer• Supported approximately 1000 Splunk Cloud customers• Provided mentorship and technical help to both Support, Professional Services, and Sales Engineering teams• Member of Splunk Trust – a community advisory program for Splunk made up of Splunk customers and engineers• Handled high priority and increased visibility issues for customers who needed a high touch or priority incident management• Managed over 300+ VMWare servers for support problem recreation

San Francisco, California, Us

Technical Service Engineer• Troubleshot and fixed customer reported issues within service level agreements across a variety of operating systems• Helped identify, recreate and document software bugs for engineering• Helped customers work through issues via Webex and phone support• Participates as a liaison support and Splunk’s IRC and Slack Channels

Wilmington, Delaware, Us

Lead / Senior Web Systems Engineer• Installed, tuned and maintained over 80 Weblogic domains in production and pre-production environments• Supported development efforts for Weblogic, Tomcat, and JBoss application servers• Responsible for installation and support for our Splunk installation. Helps users with writing queries, creating views and dashboards, and setting up inputs.• Configured F5 load balancers and Apache web servers for new websites• Member of the architecture team responsible for designing new application installations• Performed after hours support and escalation for other team members• Set up system monitoring for production systems using SiteScope• Created PERL and shell scripts to automate processes for administrative tasks• Additional roles include change coordinator, and project lead for projects assigned to the web systems group

Application Development Analyst 2 / Web Systems Admin• Supported Unix based applications for the Corporate Internet Group • Daily work included development support and production support during both business and after business hours• Worked with developers to elevate new code into pre-production and production environments• Acted as subject matter expert for application and system monitoring using HP’s SiteScope and Business Availability Center• Supported and managed the Kana application which tasks included content and list loads, troubleshooting email campaigns and working with various lines of businesses to ensure successful email campaigns• Wrote scripts to automate routine jobs using PERL and SQL.

Atlanta, Georgia, Us

Lead / Senior Help Desk Analyst • Coordinated and assisted with new projects to add functionality and responsibility to the Technical Service Center• Researched, developed and implemented Standard Operating Procedures for other team members• Installed and maintained team desktops and intranet server as the groups systems administrator• Additional duties included creating and maintaining network architecture diagrams• Reviewed and scored analysts’ tickets for quality assurance• Duties include the below dutiesHelp Desk Analyst • Proactively monitored several banking websites and coordinated repair efforts on an as needed basis• Ticket logging and tracking using Peregrine and Tivoli Service Desk• Worked with higher-level support to coordinate activities in order to expedite resolutions to problems and providing status updates until issues are resolved• Previous duties included employing telnet and ssh connections to perform repairs to web servers before escalating to higher level support

Randolph Afb, Tx, Us

Mainframe / Computer Systems Operator • Supported the Air Force Automated Digital Weather Switch mainframe system• Supported both military and government clients• Loaded magnetic media, performed equipment maintenance and completing user requests• Shift supervisor, ensured all work was completed and done according to set standards

Randolph Afb, Tx, Us

Mainframe / Computer Systems Operator• Responsible for systems management for three Unisys mainframes• Provided 24 hour, 7 days a week trouble call support to all Pacific Air Force Regional Processing Center customers• Researched, analyzed and resolving communication, operational and application software problems• Provided system support, upgrades and installation of new software for users