Open To Work
GARY WENDT
Lakeville,MN
Work Preference
Summary
Strategic IT Service Desk & Data Center Leader
Gary Wendt is an accomplished IT Executive and Incident Management Leader with a proven track record of building resilient teams and driving operational excellence. With deep expertise in data center operations, service desk transformation, and enterprise incident response, he leads with clarity, adaptability, and a commitment to continuous improvement.
Gary has successfully guided teams through mergers, platform migrations, and high-impact outages implementing ITIL-aligned frameworks, mentoring programs, and performance dashboards that elevate service delivery. His hands-on experience spans mainframe systems, cloud infrastructure, and enterprise applications, making him a trusted leader in both technical and strategic domains.
Overview
32
32
years of professional experience
15
15
Years of management experience
6
6
Years of major incident experience
26
26
Years of IT system and application support
Work History
Service Delivery Response Analyst
Mindlance Consulting / Abbott Laboratories
Maple Grove, MN
06.2023 - 09.2025
- Managed the end-to-end resolution of 260+ Major Incidents and Problems, ensuring minimal disruption to business operations and revenue streams.
- Processed 1600+ complex Service Desk incident tickets using ServiceNow, providing functional support and ensuring timely resolution.
- Orchestrated 160+ global recovery efforts, collaborating with technology teams, business units, and senior leadership to restore critical services efficiently.
IT Services Incident Team Developer
FITS Consulting / Broadridge Financial
05.2021 - 09.2022
- Designed and implemented Mission Control Incident Management and IT Service Desk operations, increasing incident response time by 30%.
- Developed Configuration Management Database for seven support teams in ServiceNow and Archer, improving data accuracy.
- Established foundational policies and procedures in Confluence, resulting in reduced resolution time.
IT Service Desk Manager
Thomson Reuters
03.2017 - 03.2020
- Managed a team of 20 in First Line Support Service Desk, overseeing support for 6 mainframe systems and more than 20,000 servers and applications.
- Drove implementation of L1 Major Incident Management coverage, resulting in 10% decrease in application downtime.
- Oversaw power maintenance operations across three data center facilities, securing dual UPS availability during outages.
- Boosted service availability by 5%, leading to enhanced customer satisfaction outcomes.
IT Service Desk Sr Supervisor
Thomson Reuters
08.2007 - 03.2017
- Supervised 14 Data Center Analysts and 2 Service Desk Shift Supervisors to optimize operational efficiency.
- Achieved 99% product availability and 97% change success rate through effective change management strategies with ServiceNow.
- Redesigned multi-million-dollar Operations Command Center to improve service delivery and operational effectiveness.
- Developed Service Catalog for Service Desk operations, clearly outlining available services for customers.
Data Center Shift Supervisor
Thomson Reuters Corporation
Eagan, MN, MN
08.2005 - 08.2007
- Managed shift operations supplied resources and monitored team performance to keep business profitable and running smoothly.
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Conducted performance reviews, offering praise and recommendations for improvement.
- Managed staff hiring, training and supervision.
- Liaised with other departments to minimize network interruptions and possible downtimes.
Data Center Support Analyst
Thomson Reuters Corporation
Eagan, MN, MN
01.2001 - 08.2005
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Contributed to on-site and technical support for Westlaw and Noah and Data Centers Hardware.
- Configured and distributed devices used daily by employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
Lead Computer Operator
Thomson Reuters Corporation
Eagan, MN, MN
01.1999 - 01.2001
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Managed program errors with analytical approach focused on troubleshooting, diagnosing and resolving each problem.
- Performed the bi-weekly Payroll printing for 6000 employees
- Research and recommendations of new payroll sealer.
Data Center Operator
Thomson Reuters Corporation
Eagan, MN, MN
08.1993 - 01.1999
- Regularly referenced reports or system operations, task lists, problems and resolution updates.
- Collected and reported technical metrics to identify improvement opportunities.
- Identified innovative tools, technology, and processes to improve processing efficiency.
- Resolved processing errors interfering with service level goals for uptime and data integrity.
- Investigated and corrected problems with printers and other peripheral devices.
- Documented support procedures, processes and solutions in centralized systems.
Education
Associate of Arts and Sciences - Computer Programming
Alexandria Technical And Community College
Alexandria, MN01.1993
Skills
- ITIL framework knowledge
- Service Desk management
- Major Incident
- ServiceNow
- Collaborative leadership
- Skill development
- Microsoft O365
- Performance evaluations
- Information technology audit
- IT infrastructure knowledge
- Business continuity
- Incident response
- Escalation management
- System monitoring
- Application support
- Call center operations
Certification
- ITIL Foundation v3 Certification, Loyalist Certification Service, 0004752
Additional Training
- AWS Cloud Immersion Workshop
- Team Leadership and Development Training
- Myers-Briggs Type Indicator (MBTI)
- ADABAS Training
Projects
- Client Services Incident Team Development
- L1 Major Incident Management Program
- Follow-the-Sun Support Model Implementation
- SharePoint Administrator
- GitHub F&R Webpage Administrator
- Microsoft O365 Corporate Beta Testing
- IT Operations Service Catalog
- Global Mentoring Initiative
- AWS Cloud Advisory Board
- AWS Cloud Migration Support
- AWS Monitoring Dashboard Development
- Data Center Business contingency Plan (BCP) SME
- Service Desk & Network Cross-Training Program
- Data Center Operator Onboarding and Training Program
- Documentation Cleanup & SharePoint Migration
- PDU Maintenance Coordination
- ServiceNow Platform Integration
- ServiceNow Advisory Board & Testing
- Project Status Forum Creation
- Service Center Advisory Board
- Shift Report Application Development
- Vendor Maintenance Dashboard
- Operation Command Center Redesign
- Payroll Sealer Purchase
References
References available upon request.
Timeline
Service Delivery Response Analyst
Mindlance Consulting / Abbott Laboratories
06.2023 - 09.2025
IT Services Incident Team Developer
FITS Consulting / Broadridge Financial
05.2021 - 09.2022
IT Service Desk Manager
Thomson Reuters
03.2017 - 03.2020
IT Service Desk Sr Supervisor
Thomson Reuters
08.2007 - 03.2017
Data Center Shift Supervisor
Thomson Reuters Corporation
08.2005 - 08.2007
Data Center Support Analyst
Thomson Reuters Corporation
01.2001 - 08.2005
Lead Computer Operator
Thomson Reuters Corporation
01.1999 - 01.2001
Data Center Operator
Thomson Reuters Corporation
08.1993 - 01.1999
Associate of Arts and Sciences - Computer Programming
Alexandria Technical And Community College
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