Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Patrick Dvorak

Granbury,TX

Summary

Leveraging my expertise in technical support and over 25 years of IT experience, Working with a cutting edge cloud database has provided me with invaluable skills troubleshooting installations and client connectivity, as well as general cloud expertise, which complements and strengthens my previous decades of experience as a systems administrator very well.

My ongoing goal is to push the threshold of my knowledge base in big data systems, cloud computing, and streaming technologies, enabling me to find new ways to become more efficient in the troubleshooting of issues, and provide a better customer experience for the products I support.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Principal Cloud Support Engineer

Snowflake, Inc.
01.2020 - Current
  • Supporting Fortune 500 customers with cutting edge cloud database software, resolving issues for mission critical and revenue impacting workflows
  • Provided mentorship for Global team members, training junior members and providing expertise to grow knowledge on the team
  • Participated in hiring process, assessing candidates skills and testing knowledge, as well as customer interaction skills and handling difficult issues.
  • Implementing projects to improve efficiency and increase case deflection with internal software improvements.
  • Proficient with AWS, and working knowledge of GCP and Azure cloud components.
  • Expert in troubleshooting client connectivity issues, network problems, and system configuration problems.

Senior Customer Operations Engineer

Cloudera
08.2013 - 01.2020
  • Solve complex technical issues on CDH platform, actively working with customers in support role
  • Provide assistance to frontline customer support, in backline role as lead subject matter expert for kafka, solr, and flume
  • Reduced engineering escalations for kafka component by 50% while case load increased
  • Mentor junior staff and perform training sessions on relevant software changes and updates for kafka, flume and solr; equipping staff for more effective troubleshooting
  • Work with engineering to 'close the loop' on recurring issues, initiating changes in product for supportability and usability improvements, based on assessment of closed customer cases
  • Actively engage with customers to drive resolution of complex issues and ensure customer satisfaction
  • Interact with global team to effectively and efficiently handle case resolution and troubleshooting collaboration
  • Developed python scripts to test component functionality and aid in troubleshooting processes

Technical Manager

ViaSat
09.2012 - 08.2013
  • Managed staff of 4 to support backoffice systems infrastructure, handle performance reviews and employee growth plans, task scheduling, resource allocation, and strategic planning
  • Implemented ticket tracking system and wiki using jira and confluence to more efficiently track employee tasks and information
  • Maintained deployment and change schedules to ensure PCI and SOX requirements are met, as well as provide accurate information for auditing procedures

Senior Systems Engineer

Viasat Communications
11.2011 - 09.2012
  • Integrated 3rd party billing and provisioning system into existing backoffice infrastructure
  • Scripted custom monitoring and log scraping to provide in depth application monitoring and trending information
  • Automated monthly and quarterly collection of PCI and SOX auditing reports and output to support security requirements
  • Supported Solaris cluster for mission critical application and trained other team members on cluster administration

Systems Engineer, Consultant

Orange Collar Media
03.2010 - 11.2012
  • Designed and deployed systems architecture to support Magento E- Commerce server on linux platforms
  • Deployed LAMP stacks on Amazon EC2 infrastructure to provide low overhead infrastructure solutions for customers
  • Implemented automated deployment procedures, leveraging Amazon AWS API and tools
  • Integrated Solr search engine with Apache and Magento

Senior Systems Engineer

Medical Media Holdings - Kaniza Media
12.2007 - 03.2011
  • Managed IT staff to provide support for 150 users and web infrastructure
  • Designed and implemented from scratch full N-Tier architecture for shared web environment
  • Leveraged XEN virtualization and kickstart technology to better utilize company resources for development and DR environments
  • Planned and led data center consolidation project that reduced business infrastructure hosting cost by 66%
  • Proactively scoped and planned internal projects to optimize IT resources and improve efficiencies
  • Maintained IT operational budget and planned projects and upgrades accordingly

Systems Administrator III

Thomson Micromedex
09.2003 - 11.2007
  • Worked with global team to develop best practices and standards for shared services infrastructure
  • Migrated existing Sun/BEA/iPlanet infrastructure to more cost effective architecture, using following technologies: HP proliant servers, RedHat Enterprise Linux ES 3.0, Apache 2.0x, jBoss 3.2.x
  • Developed distributed and redundant monitoring/notification environment, replacing HP OpenView and SiteScope with Nagios, NetSNMP, and Windows nsClient to monitor all systems and network infrastructure
  • Implemented data gathering process for system performance trends and troubleshooting analysis, using Cacti, NetSNMP, and custom perl scripts
  • Created automated system installation procedures using Redhat kickstart and Suse autoyast, and custom scripts to provide efficient and reliable recovery of downed systems

Skills

  • Hadoop, CDH, Flume, Solr, Kafka, HDFS
  • TCP/IP, DNS, DHCP, SNMP, HTTP/HTTPS,SMTP, SSL/TLS, Kerberos
  • CentOS, RedHat, Solaris, JBoss, Apache httpd, Zabbix, Nagios, Kickstart, cobbler, puppet
  • Customer Support, Customer quality interaction
  • System performance and troubleshooting

Certification

Cloudera Certified Administrator; March 2014

Sun Certified Solaris Administrator; March 2000

Microsoft Certified Systems Engineer, Microsoft Certified Professional +Internet; March 1999

B.S. Degree, Computer Information Systems – Colorado State University, Pueblo, CO; Cumulative GPA: 3.9; May 1997

Timeline

Principal Cloud Support Engineer

Snowflake, Inc.
01.2020 - Current

Senior Customer Operations Engineer

Cloudera
08.2013 - 01.2020

Technical Manager

ViaSat
09.2012 - 08.2013

Senior Systems Engineer

Viasat Communications
11.2011 - 09.2012

Systems Engineer, Consultant

Orange Collar Media
03.2010 - 11.2012

Senior Systems Engineer

Medical Media Holdings - Kaniza Media
12.2007 - 03.2011

Systems Administrator III

Thomson Micromedex
09.2003 - 11.2007

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Patrick Dvorak