Brian Bitner
- Role
- Technical Support Engineer at Collibra
- Location
- Raleigh, NC, US
- LinkedIn followers
- 500 followers
About Brian Bitner
INTJ personality - currently SaaS Technical Support Engineer with over a decade of…
Experience
Technical Support Engineer
Oct 2022 — Present
While utilizing technical skills: Linux, Docker/Kubernetes, SQL, REST API, SSL, SSO, and LDAP - Managing all communication with customers and partners required to troubleshoot and resolve support tickets- Resolving support tickets within the limits of SLAs while maintaining a high customer satisfaction rating- Coordinating and tracking the escalation of tickets via Jira.(including triage, escalations, root cause analysis)- Maintaining a record of all communication and actions in ZenDesk- Contributing frequently answered questions to the Collibra knowledge base- Participating in the on-call rotations when needed to ensure severe issues get addressed ASAP- Continuously expanding knowledge of cloud systems, AWS, GCP, Azure- Understanding of Data Privacy, Security, PII regulations Tools utilized: Slack, Salesforce, Confluence, Datadog, Postman, Zoom just to name a few.
Education
DeVry University
Bachelor of Science - BS, Technical Management
2010 — 2012
Community College of the Air Force
Cyber/Electronic Operations and Warfare
2006 — 2010
Keller Graduate School of Management of DeVry University
Master of Science - MS, Information Systems Management
2013 — 2015
Defense Information School
Radio and Television Broadcasting Technology/Technician
2006 — 2006
University of Maryland Global Campus
Computer Science
2009 — 2010
University of Pittsburgh Swanson School of Engineering
Computer Engineering
2010 — 2011
Skills
- Active Directory
- Vdi
- Vmware Infrastructure
- System Administration
- Salesforce.com
- System Center Configuration Manager (Sccm)
- Zfs
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