Mark Patterson

Senior Lead - Major Incident Manager / Automation Engineer

Summary

Results-driven DevOps / Automation Engineer with 10+ years of experience building, automating, and optimizing enterprise-scale infrastructure. Proven track record designing 100+ automation workflows that saved 1,500+ minutes weekly, reduced MTTR by 66%, and improved team efficiency by 91%. Deep expertise across the full DevOps toolchain: CI/CD pipelines, IaC, scripting (Python, Bash, PowerShell), containerization (Docker), cloud infrastructure (AWS), and configuration management (Ansible). Passionate about eliminating toil, improving reliability, and building scalable systems.

Technical Skills

Cloud & Infrastructure: AWS (Cloud Practitioner Certified), VMware ESXi, Cisco UCS, Docker, Linux, Windows Server, macOS

Automation & IaC: Ansible, Rundeck / PagerDuty Process Automator, MS Power Automate, MS Power Apps, MS Power BI

Scripting & Development: Python, Bash, PowerShell, JavaScript, Windows Batch

Monitoring & Observability: Splunk, SCOM, SCCM, OpsGenie, PagerDuty

ITSM & Collaboration: ServiceNow (SNOW), Remedy, Jira, ITIL, Microsoft 365

Experience

DevOps Automation Engineer / Lead Major Incident Manager

Ahold Delhaize USA | Chicago, IL | February 2025 – Present

  • Technical lead and SME for Rundeck / PagerDuty Process Automator and Microsoft Power Platform, architecting and maintaining enterprise automation solutions.
  • Design, develop, and maintain automation scripts and workflows in Python, Bash, JavaScript, PowerShell, and Windows Batch to eliminate manual toil and improve system reliability.
  • Build and support multiple internal Microsoft Power Apps that streamline cross-team workflows and reduce human error in operational processes.
  • Drive continuous improvement initiatives by identifying automation opportunities and implementing solutions across infrastructure and operations teams.
  • Led adoption of proactive monitoring and alerting practices across infrastructure teams, improving visibility and enabling earlier detection of system anomalies before customer impact.
  • Helped establish and mature the major incident management function, contributing to process documentation, runbook development, and team enablement.

Senior Lead – IT Operations & Automation

TransUnion | Chicago, IL | September 2014 – November 2024

  • Designed and maintained 100+ automation workflows using Rundeck, Power Automate, and Power Apps, saving 1,500+ minutes of manual work per week across internal teams.
  • Reduced MTTR by 66% and improved team operational efficiency by 91% through process improvement initiatives and automated runbook execution.
  • Served as SME for PagerDuty, Rundeck Runbook Automation, Microsoft Power Automate, Power Apps, and OnSolve Crisis Management across a global organization.
  • Supported and maintained 4,000+ Windows and Linux servers; administered VMware ESXi, Cisco UCS, SCOM, SCCM, Splunk, and ServiceNow environments.
  • Coordinated IT operations across 12 countries with 300+ associates, coaching and developing a 10+ member hybrid engineering team.
  • Supported major incident response efforts, communicating with executive leadership, leveraging Rundeck runbook automation and PagerDuty workflows to drive faster resolution and reduce MTTR across global operations.

PC Technician

Northwest Health – Porter | Valparaiso, IN | June 2013 – September 2014

  • Supported 2,000+ user enterprise environment; authored batch scripts to streamline operations and deployed/managed systems via SCCM.
  • Assisted with acquisition of medical practices from a technical standpoint, coordinating endpoint deployment and network integration.

Field Technician

Euthenics | Hoffman Estates, IL | September 2012 – June 2013

  • Installed and configured POS systems and CCTV infrastructure for multiple commercial clients, coordinating directly with site stakeholders.

Primary Account Technician

Golden Technologies | Valparaiso, IN | July 2008 – August 2012

  • Managed IT operations for multiple customer accounts spanning 57+ locations and 30+ servers across Windows, Linux, macOS, and FreeBSD environments.
  • Designed and implemented infrastructure solutions; created knowledge base documentation and trained incoming technicians.

Additional 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