Brooke Burdick

Experience

1. Customer Reliability Engineer Iii

   GitHub

   Oct 2024 — Present · US

   As a CRE, I work as the GitHub technical point of contact for a handful of our Premium Plus enterprises. My role involves not only reactive work (such as tickets, outages, feature requests), but also proactively helping my customers before any issues may arise. I work with both GHES (GitHub Enterprise Server) and GHEC (GitHub Enterprise Cloud) customers, providing white-glove support. Description- Work with Enterprise customers to solve technical issues related to their usage of GitHub products often involving Linux servers, source code, and web application issues- Collaborate with the Support and Engineering teams to resolve product issues requiring code changes- Lead incident response for outages affecting assigned customers, followed by delivery of postmortem reports- Act as a single point of contact for specific enterprise customers to provide performance, and best practice advice and assessment related to GitHub and customer\'s infrastructure- Understand and maintain documentation around the customer infrastructure, workflows, and configuration of GitHub Enterprise Server or GitHub Enterprise Cloud environment- Coordinate and collaborate with other teams at GitHub when additional expertise is needed to resolve customer issues- Manage customer incidents and outages, including joining Zoom/screen share sessions for live triage- Perform incident postmortems, ticket analysis, and system health checks for Premium Support customers as needed- Lead quarterly business reviews for the assigned accounts by presenting metrics, data, and health check summary and recommendations- Organize and lead weekly/bi-weekly touchpoints with assigned accounts to review ongoing Support issues and projects- Work proactively with customers on activities such as coordinating upgrades and ensuring their installation is running smoothly- Set-up and onboard new assigned customers into the program.

Education

• Fort Lewis College

  Bachelor's degree, Psychology

  2006 — 2011