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MARK  HELOTIE
Charlotte, NC
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SUMMARY  OF  QUALIFICATIONS Principal-level observability and infrastructure engineering professional with extensive experience designing and operating enterprise-scale monitoring and telemetry systems across distributed environments. Deep expertise in observability strategy, production reliability, and real-time system health analysis across complex cloud and on-prem architectures. Proven ability to lead incident response, drive root cause analysis, and improve operational stability through data-driven monitoring, alerting optimization, and cross-system correlation of logs, metrics, and traces. Experienced across enterprise monitoring and cloud platforms including Splunk, Dynatrace, Elastic Stack, Prometheus, Grafana, Azure, and Kubernetes environments. Strong background improving operational visibility, alert quality, and service reliability across mission-critical systems.

CORE OBSERVABILITY & RELIABILITY COMPETENCIES Enterprise Observability Strategy (metrics, logs, traces) across distributed systems SLO / SLI definition, implementation, and operational alignment Production incident response, triage, and deep-dive root cause analysis Alerting strategy design with emphasis on signal-to-noise optimization & noise reduction Cross-system telemetry correlation and service dependency analysis Performance monitoring and troubleshooting in microservices-based architectures Reliability engineering practices supporting high-availability production environments Observability-driven operational readiness and production stability improvements PLATFORM ARCHITECTURE & OBSERVABILITY ECOSYSTEM Splunk | Dynatrace | Elastic Stack | Prometheus | Grafana | Logscale | Azure | Kubernetes Enterprise observability platforms for distributed systems and microservices environments End-to-end telemetry pipelines (logs, metrics, traces) across production workloads High-volume log ingestion, indexing, and search-based troubleshooting at scale Cloud-native monitoring across Azure and Kubernetes (AKS) environments Real-time dashboards and alerting systems for service health and incident response Integrated observability toolchain supporting unified visibility and reliability operations

PROFESSIONAL  WORK  EXPERIENCE

PNC Bank : Enterprise Observability Engineer Principal	Oct 2022 - present
Lead enterprise observability engineering across real-time monitoring, alerting, and operational reporting for mission-critical banking infrastructure supporting regulated financial systems. Architect and maintain observability solutions using Splunk, Dynatrace, Elastic Stack, Logscale, Grafana, and Power BI to deliver executive-level reporting and actionable operational intelligence. Serve as primary observability engineering partner for the enterprise IAM services, ensuring monitoring coverage and operational visibility across production identity platforms. Design/support Dynatrace extension integrations to enhance system observability, including Kubernetes metrics via Prometheus integration and IBM DataPower API/gateway visibility. Designed and configured a Linux-based automation environment to execute Python-based observability workflows, enabling API-driven interactions with enterprise monitoring tools via scheduled cron jobs and secure managed service account authentication, improving operational efficiencies through automation of repetitive monitoring tasks. Support enterprise incident response workflows and operational tooling integrations across BigPanda, ServiceNow, Jira, and Confluence to improve triage efficiency and cross-team coordination.
Fiserv : Senior Monitoring Engineer	Mar 2021 - Jul 2022
Designed and delivered enterprise monitoring and observability solutions across Splunk, Dynatrace, ExtraHop, SiteScope, Broadcom ASM, and Moogsoft; supporting multiple enterprise initiatives. Developed and optimized Splunk-based dashboards, alerts, reports, and SPL queries to enable real-time operational visibility across distributed environments. Translated infrastructure and application architecture artifacts (Visio, Excel) into actionable monitoring strategies defining observability coverage for enterprise systems. Implemented monitoring integrations and event routing pipelines to centralized event management platforms for correlation, alert enrichment, and incident response. Improved monitoring reliability and data integrity through refinement of telemetry ingestion, alert logic, and validation of observability data sources. Supported ServiceNow-based operational reporting and dashboarding to improve IT service management visibility and operational workflow tracking.
Fiserv : Systems Engineer	Jan 2012 - Mar 2021
Engineered and supported high-availability infrastructure solutions for large-scale online banking platforms supporting high-volume transaction environments. Partnered with cross-functional engineering teams to design, deploy, and secure Microsoft IIS, SQL Server, and any supporting network infrastructure for enterprise banking applications. Served as Lead Engineer supporting one of the world's largest credit unions (10M+ customers), ensuring stability, availability, and performance of critical banking systems. Led enterprise-wide upgrade initiative of 140+ servers migrating from Windows Server / SQL Server 2008 to Windows Server / SQL Server 2016, improving platform reliability and supportability. Developed and optimized PowerShell automation to streamline server provisioning, configuration, and onboarding processes. Focused on disaster recovery and high-availability architecture, including business continuity planning, blue/green data center design, and SQL Server Always On Availability Groups. Participated in cloud proof-of-concept initiatives migrating online banking workloads into Azure, including compute provisioning, network/security configuration, and application deployment validation. Administered enterprise MOVEit file transfer platform and supported ServiceNow dashboards for incident tracking, operational reporting, and cross-team visibility into production support workflows.

EARLIER  CAREER  EXPERIENCE  (condensed)

Lockheed Martin : Systems Engineer	Apr 2008 - Nov 2011
Note: This position required a DoD SECRET Security Clearance, which was authorized and granted.
Supported enterprise SMS/SCCM infrastructure and large-scale migration from SMS 2003 to SCCM 2007 across 130K+ endpoints. Contributed to automation of server builds, server patching, and coordinated a Hyper-V lab proof-of-concept upgrade to SCCM 2012. Participated in security patching, system testing, and ITIL-based change management processes within a DoD environment.
Network / Server Engineer (independent contractor)	Jun 2007 - Apr 2008
Provided infrastructure and systems administration support across Windows Server environments, including Active Directory, DNS/DHCP, file/print services, and Exchange/SQL migrations. Implemented automation and scripting for reporting and administrative tasks, and supported network security policy configuration and endpoint management.
Pomeroy IT Services : Software Distribution Engineer  (contractor for Verizon )	Apr 2002 - May 2007
Supported enterprise-scale software distribution across 175,000+ endpoints using BMC Marimba. Developed automation scripts and SQL queries to improve deployment efficiency and reporting accuracy. Assisted in tool development, remote administration, and mentored junior team members.
ThruComm : Network Manager	Aug 2001 - Mar 2002
Managed all IT infrastructure for a small enterprise environment, including servers, networking, email, and security systems. Supported office relocation, network redesign, and infrastructure upgrades including SQL and Exchange environments.
Early IT Roles (LAN / Mainframe Operations)	1983 - 2001
Progressed through mainframe operations and LAN administration roles supporting enterprise systems, batch processing, system operations, and infrastructure environments.

SEMINARS, CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

Continuous professional development across cloud, observability, security, and enterprise infrastructure domains through formal training, certifications, and industry conferences.

Cloud, Observability, and Cybersecurity Training 2026: Mastering AI Fundamentals (online course) 2024: Cybersecurity: Managing Risk in the Information Age (Harvard online) 2024: Dynatrace Perform conference (Las Vegas, NV) 2023: Data Analytics & Visualization bootcamp, Univ of TX at Austin (online) 2021, 2022: Splunk .conf conference (virtual observability training) Microsoft Certifications & Enterprise Systems Training 2016: Microsoft Windows Server 2012 Installing and Configuring (70-410) 2010: Microsoft SCCM 2007 Planning, Deploying and Managing (MS 6451) 2007: Microsoft Technology Specialist Certification(70-501) 2006: Microsoft Small Business Specialist Certification(70-282) 2000: Microsoft Windows NT Server 4.0 in the Enterprise (MS 689) 1998: Microsoft Windows NT Workstation Certification (70-073) Networking & Early Technical Foundations 2005: Cisco Network Academy course (CCNA track) 2001: CompTIA Network+ Certification 2000: Troubleshooting with the Sniffer Pro Network Analyzer Formal academic coursework in Computer Science and Information Systems including networking, systems analysis, programming, and enterprise computing fundamentals. Core study subjects included: Cisco networking, Systems Analysis, C++, COBOL, Pascal, BASIC, and IBM S/370 Assembly