Mark Patterson

Senior Lead - Major Incident Manager / Automation Engineer

Summary

As a Senior Lead and Automation Engineer at TransUnion, I have over 16 years of experience in the IT field, spanning across networking, Linux/Unix, and Windows. I am responsible for monitoring services, resolving incidents, and bridge call major incident management, as well as leading and mentoring a hybrid team of 10+ engineers.

I have a passion for all things technology, especially automation and process improvement. I use tools such as Docker, Microsoft Power Automate, and Rundeck to streamline workflows, enhance efficiency, and reduce errors. I also enjoy working through challenging situations and finding creative solutions. My goal is to deliver high-quality service to both internal and external customers, and to continuously learn and grow in this dynamic field.

Experience

TransUnion

Senior Lead Major Incident Manager & Automation Engineer – Global Operations CenterSeptember 2014 - PresentChicago, IL

  • Managed global operations, incident bridges, and provided timely updates to senior VPs and executives.
  • Managed a 10+ hybrid team of remote and onsite Network, Windows, and Linux teams engineers.
  • Provided performance feedback, coaching, and wage increases on regular basis.
  • Developed and maintained DevOps automation, improving MTTR by 66%.
  • Supported and maintained over 4,000 Windows and Linux servers.
  • Automated and optimized workflows improving team efficiency by 91%.
  • Served as system admin and SME for PagerDuty Runbook Automation (Rundeck)
  • Served as SME for MSFT 365 Teams, MSFT Power Automate, MSFT Power Apps and OnSolve Saas Crisis Management Software.
  • Developed and maintained over 100 complex Microsoft Power Automate workflows supporting multiple internal teams.
  • Developed and maintained Microsoft Power Apps for team, which saved 1,575 minutes a week.
  • Globalized the Major Incident Management process: On-boarded over 300 associates across 12 countries into the Major Incident Management Process. Coordinated with translators and held comprehensive training sessions.

Northwest Health - Porter

PC TechnicianJune 2013 - September 2014Valparaiso, IN

  • Provided support for over 2,000 users.
  • Supported an enterprise-level network with over 2,000 pieces of IT equipment.
  • Provided remote and help desk support.
  • Wrote batch scripts to streamline efficiency.
  • Assisted in the acquisition of medical practices from a technical standpoint.
  • Deployed and managed computers through SCCM.

Euthenics

Field TechnicianSeptember 2012 - June 2013Hoffman Estates, IL

  • Focused on fieldwork for multiple customers.
  • Installed POS systems for fast food and fine dining restaurants.
  • Installed CCTV systems at customer locations.
  • Coordinated installs with customers to ensure effective installation.

Golden Technologies

Primary Account TechnicianJuly 2008 - August 2012Valparaiso, IN

  • Managed IT for several customer accounts.
  • Communicated with customers, providing remote and onsite support.
  • Designed, implemented, and supported Windows, Linux, OSX, and FreeBSD systems.
  • Supported a network of over 57 locations and over 30 servers.
  • Planned and forecasted to prevent potential future issues.
  • Managed advanced IT projects.
  • Compiled and created knowledge base articles and support documentation.
  • Trained new employees.

Education

  • Amazon

    • AWS DevOps Engineer Coursework

  • A Cloud Guru

    • AWS Certified Cloud Practitioner 2020, Entry-Level Python Programmer, Intro to Ansible

  • Global Knowledge

    • MCSA Server, RHCSA, VMware, Power Automate PL-200

  • DeVry

    • Network and Communications Management Coursework

  • Ivy Tech

    • Network and Business Administration Coursework

  • Purdue

    • Electrical and Computer Engineering Technology Coursework

Skills

  • Leadership
  • Written Communication
  • Technical Writing
  • IT Management
  • Team Building
  • Training Instructor
  • Major Incident Management
  • Project Management
  • Problem Solving
  • Linux
  • Windows Server
  • macOS
  • VMWare ESXi
  • Rundeck Runbook Automation (PagerDuty)
  • Microsoft Power Automate
  • Microsoft Power Apps
  • Microsoft Teams
  • Bash
  • Scripting
  • Python
  • Powershell
  • Ansible
  • Docker
  • AWS
  • Splunk
  • SCOM
  • SCCM
  • Cisco UCS
  • OnSolve MIR3
  • OpsGenie
  • ITIL

Languages

  • German - Beginner

References

References available upon request.

Alternative Formats