Luke Hebert Email & Phone Number

Redwood City, California, Us

As part of the Alation support team I will be working to provide advanced-level technical support to Alation customers, partners, prospects, and other support engineers.- Delivered advanced technical support to customers, partners, prospects, and internal support engineers, addressing complex security and integration challenges.- Collaborated with business leaders to design and implement knowledge-sharing programs for internal teams and external stakeholders.- Partnered with engineering and security teams to develop policies and procedures around vulnerability scanning, reporting, and documentation within the support organization.- Contributed to the evolution of specialist roles by defining responsibilities and supporting the expansion of the support team as part of company growth initiatives.- Identified product supportability trends and critical issues to enhance product robustness while empowering the support team with actionable insights.- Focused on secure integration of data sources and authentication frameworks within the Alation Platform, including IAM systems (AWS), SAML, LDAP, OAuth, SSL/TLS, Kerberos, AD, Azure AD, Azure AD SCIM, AWS AD.

Santa Clara, California, Us

As part of Cloudera's senior support team I provide support to our customer-facing Frontline teams. This team provides support on some of the most challenging, complex, mission critical, and time sensitive cases found in our customers distributed computing environments. - Supported customer-facing teams in resolving complex, mission-critical, and time-sensitive cases within distributed computing environments, addressing challenges with a focus on resolution efficiency and accuracy.- Collaborated cross-functionally to enhance products, identify case trends, improve support workflows, and develop training materials, knowledge articles, documentation, and diagnostic references. Conducted learning sessions for internal and external stakeholders.- Engaged with backend engineering teams to prioritize and resolve recurring platform issues through systematic analysis of emerging technical challenges.- Led the Security SME team in ensuring seamless support, deployment, and integration of security measures within big data platforms. Focus included encryption for data-at-rest and data-in-motion (TLS) as well as authentication and authorization mechanisms (Kerberos, Active Directory).- Executed special projects such as setting up lab environments with Active Directory and FreeIPA, deploying Internal Cloudflare CA (cfssl), and managing long-term diagnostic environments.- Acted as the Security Point of Contact (SPOC) for vulnerability reports by reviewing incoming issues, coordinating remediation efforts across engineering and security response teams, engaging business leaders and legal counsel when necessary for public notifications.

Santa Clara, California, Us

As part of Cloudera's Backline team I provide support to our customer-facing teams. This team provides support on some of the most challenging, complex, mission critical, and time sensitive cases found in our customers distributed computing environments. - Provided support for complex, mission-critical, and time-sensitive issues within distributed computing environments to ensure operational stability.- Aggregated supportability trends and metrics, conducted case trend analyses, identified critical software issues, captured reusable knowledge, and contributed to reducing case resolutions through improved knowledge accessibility.- Facilitated new product introductions by collaborating with customer-facing teams on training delivery, knowledge transfer, and case handling to enhance customer support readiness.- Collaborated with backend engineering teams to prioritize and address recurring platform issues based on trend identification and analysis.- Designed and executed Security SME programs to centralize specialized expertise within the support organization while improving security initiatives across functions.- Focused on supporting the deployment and integration of security measures in big data platforms, including encryption for data-at-rest/data-in-motion (TLS), as well as authentication, authorization, and access control systems such as Kerberos or Active Directory.

Santa Clara, California, Us

All modern enterprises strive to be information-driven, to make decisions based on data, not hunches, but getting there isn’t always easy.- Provided support services for large, complex high-performance computing systems, ensuring smooth operation and reliability in mission-critical environments.- Delivered time-sensitive assistance during the engineering and operational phases of distributed systems, addressing urgent client requirements effectively.- Coordinated efforts with product management and engineering teams to implement system enhancements and resolve software bugs, improving functionality and user satisfaction.Facilitated the seamless operation of distributed systems by addressing technical challenges and ensuring their alignment with enterprise objectives.- Focused on driving data-driven decision-making for modern enterprises through robust support of Cloudera's advanced platforms.- Contributed to maintaining system performance standards crucial for information-driven enterprises by optimizing distributed system operations.

Houston, Tx, Us

As a senior member of the staff I worked to resolve advanced issues related to all services on systems within our network in co-operation with system architects and engineers.- Provided advanced technical assistance for clients, addressing critical account-level issues across diverse web hosting technologies such as Apache, mod-security, nginx, varnish, memcached, MySQL standalone and Galera cluster, Exim, Postfix, hardware diagnostics, and load balancing.- Ensured resolution of complex service-related issues in collaboration with system architects and engineers throughout the network.- Contributed to incident remediation and troubleshooting during high-priority events by implementing efficient problem-solving practices.- Collaborated on change management and continuous improvement initiatives to enhance operational efficiency and reliability.- Supported large-scale Puppet automation projects for software deployment alongside RPM package maintenance and Zabbix integration.- Participated in major infrastructure initiatives including virtualization technology migrations, datacenter migration planning, network discovery efforts, and NetApp SAN administration.

Houston, Tx, Us

As a manager nothing is more important that the team members you lead, mentor, and train.- Supervised and mentored a team of skilled professionals, ensuring alignment with organizational quality and service standards.- Provided training and guidance to team members to enhance technical expertise and operational efficiency.- Offered support and direction to system administrators and support representatives during daily operations.- Monitored the stability of servers by implementing both proactive and reactive measures to prevent and resolve technical issues.- Contributed to effective resolution of critical incidents, ensuring minimal downtime and consistent service continuity.- Coordinated efforts to maintain system reliability while improving overall infrastructure performance.

Houston, Tx, Us

HostGator currently operates over 12,000 servers and manages over 8,000,000 domains. Staffing our support teams was an important and continuous effort.- Provided technical support to customers, ensuring the functionality and reliability of hosting services for over 8,000,000 domains.- Managed the installation, configuration, and maintenance of key services such as Apache, MySQL, cPanel, and Exim across a network of over 12,000 servers.- Collaborated with Human Resources, recruiting teams, and departmental directors in the Austin regional area to oversee and improve hiring and screening processes.- Designed and implemented a new hiring pipeline that incorporated hands-on evaluation activities for candidates, accessible both on-site and remotely.- Contributed to staffing initiatives by supporting continuous recruitment efforts to meet organizational demands.- Maintained operational performance standards through systematic technical support practices while addressing customer needs effectively.

Houston, Tx, Us

HostGator on average services over 200,000 request for issue resolution per month.- Contributed to the hiring, onboarding, and training processes, enhancing workforce readiness and integration.- Expanded workforce capabilities through the development and delivery of continuous improvement initiatives.- Collaborated with cross-functional teams to design and automate training content across multiple learning platforms.- Partnered with leadership and technical specialists to create, maintain, and deliver comprehensive training courses for employees.- Developed additional resources, including application references, product introductions, diagnostic tools, issue resolution checklists, and advanced scripting guides to support ongoing workforce development.- Ensured compliance with essential work standards by qualifying personnel before granting access to over 12,000 systems.

Building infrastructure and working closely with industry leading entertainers, artists, and visual effects specialist was an interesting as well as fun challenge.- Oversight and management of all technological requirements across the facility, ensuring continuous improvement and alignment with high-performance standards.- Design and maintenance of an entertainment and media network optimized to handle intensive workloads in Animation and Film Production.- Implementation and deployment of facility-wide technological solutions, including RAID arrays, file servers, intranet sites, office equipment, weather data services, end-user workstations, network switching/routing equipment, and high-performance computing systems.- Development of an in-house render farm tailored for operational efficiency and integrated seamlessly into the existing Active Directory infrastructure.- Coordination of system upgrades to support demanding production workflows while maintaining optimal system reliability.- Execution of strategic technology initiatives aimed at enhancing productivity across animation and film production processes.

Houston, Texas, Us

New Iberia, Louisiana, Us

Masters Of Business Administration, Project Management

Bachelors Of Fine Arts, Animation