Mark Patterson Email & Phone Number

Valparaiso, In, Us

Greater Chicago Area

• Major Incident Manager & Senior Lead: Responsible for monitoring services, resolving incidents, and bridge call incident management. Provides professional and timely updates to senior executives while managing incident bridges. In addition too assisting with development, analyses, and implementation of staffing, training, scheduling, and reward/recognition programs.• Senior Lead: Responsible for monitoring services, and resolving incidents. Manage Network, Linux and Windows engineers. Preform regular 1 on 1's with team members, career guidance, performance feedback, end of year reviews and wage increases. Acts as an escalation resource and mentor to the team• Automation Engineer and Sys Admin: Technical lead & SME for MSFT Power Apps, Power Automate, Rundeck (PagerDuty Process Automator) and Saas Crisis Management software MIR3, PagerDuty and OpsGenie. Responsible for deploying and maintaining Docker Containers. Responsible for maintaining F5 automation managing high availability over multiple locations globally. Support an environment of over 2,000 Linux and Windows servers.• Improve and automate internal processes using multiple different automation tools including but not limited too, PagerDuty Process Automator(Rundeck), Ansible, Microsoft Power Automate and Microsoft Power Apps.• Write and maintain automation using Python, Bash, Javascript, Powershell, and Windows Batch scripts.•Develop Splunk dashboards and alerts using custom Splunk searches. Developed self healing incident automation utilizing Splunk and PagerDuty Process Automator (Rundeck).• Collaborated with over 300 associates across 12 countries, encompassing our entire global IT workforce. I facilitated the onboarding process for all associates and support teams onto our incident management system, coordinating with translators and providing comprehensive training sessions.

Greater Chicago Area

Responsible for providing quality and efficient incident resolution through the awareness and support of the team. Responsible for monitoring services, resolving incidents, and bridge call incident management. Provides professional timely updates to senior executives while managing incident bridges. In addition to assisting the manager with development, analyses, and implementation of staffing, training, scheduling, and reward/recognition programs. Technical lead & SME for MSFT Teams, Saas Crisis Management software. • Manage 10+ team hybrid (remote and onsite) members• Project Management; Creates and Works as a member of special or ongoing projects that are important to area/process improvement.• Provides daily direction and communication to employees so that incidents are resolved in a timely, efficient, and knowledgeable manner• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.• Provides solutions to a wide range of difficult problems. Solutions are imaginative, thorough, practicable, and consistent with organization objectives.• Provides performance feedback and coaching on a regular basis to each team member.• Situational awareness of all incidents and issues in the environment• Understands overall departmental and business unit goals and how existing products/procedures/processes support those goals.• Ensures employees have appropriate training and other resources to perform their jobs.• Typically spends at least 20% of time performing similar work as those supervised.• Acts as a resource and mentor to the team.• Responds to and resolves employee relations issues expressed by team members.• Writes and administers performance reviews for skill improvement.• Uses appropriate judgment in upward communication regarding department or employee concerns.

Greater Chicago Area

Responsible for providing quality and efficient incident resolution through the awareness and support of the team. Responsible for monitoring services, resolving incidents, and bridge call support. In addition to assisting the manager with development, analyses, and implementation of staffing, training, scheduling, and reward/recognition programs. • Manage 10+ team members• Provides daily direction and communication to employees so that incidents are resolved in a timely, efficient, and knowledgeable manner• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.• Provides solutions to a wide range of difficult problems. Solutions are imaginative, thorough, practicable, and consistent with organization objectives.• Provides performance feedback and coaching on a regular basis to each team member.• Situational awareness of all incidents and issues in the environment• Understands overall departmental and business unit goals and how existing products/procedures/processes support those goals.• Ensures employees have appropriate training and other resources to perform their jobs.• Typically spends at least 20% of time performing similar work as those supervised.• Acts as a resource and mentor to the team.• Works as a member of special or ongoing projects that are important to area/process improvement.• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.• Responds to and resolves employee relations issues expressed by team members.• Writes and administers performance reviews for skill improvement.• Uses appropriate judgment in upward communication regarding department or employee concerns.

Greater Chicago Area

Support the installation, operation and maintenance of all TransUnion infrastructures.Support and Maintain Windows, Linux, and AIX serversSupport virtual servers within an ESXi and VMWare environment.Monitor and Maintain Cisco UCS equipment.Automate tasks utilizing batch, PowerShell and vbscripts.Managed Disaster Recovery across 4 DatacentersExecute software and patch management through Microsoft SCCM.Maintain the highest possible uptime in a 4,000+ server environment.

Greater Chicago Area

I support the installation, operation and maintenance of all TransUnion infrastructures.Support and Maintain Windows Servers.Support virtual servers within an ESXi and VMWare environment.Monitor and Maintain Cisco UCS equipment.Execute software and patch management through Microsoft SCCM.Maintain the highest possible uptime in a 4,000+ server environment.

Focused on providing support for over 2,000 usersSupport an enterprise level network of over 2,000 IT equipmentAssist in upgrading an entire network from Windows XP to Windows 7 with minimal downtimeProvide on call and after hours support

Installed and configured POS equipment for major restaurants.Mounted monitors and necessary restaurant equipmentInstalled Ethernet and Phone lines

Started as a help desk technician and worked my way up to a primary account technician, managing IT for local businesses.Focused on Managing IT for several customer accounts.Design, implement, and support; Windows, Linux, OSX and FreeBSD systems.Designed, implemented and supported a network of over 57 locations and over 30 servers.Planning and forecasting to prevent potential future issues.Manage advanced IT projects.Compiled and create knowledge base articles and support documentation.Trained new employees

Business Administration

Network And Communications Management

Electrical And Computer Engineering Technology