GARY WENDT
Lakeville,MN
Summary
Results-oriented Service Desk Manager with over 25 years of IT support experience, including 15 years in leadership roles. I specialize in IT Service Desk management, incident resolution, and continuous improvement in customer service. Effective communicator and problem-solver, leading teams to achieve operational excellence. ITIL-certified and eager to drive AmeriHealth Caritas' Service Desk to new heights.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Major Incident Analyst
Mindlance Consulting
06.2023 - Current
- 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
05.2021 - 09.2022
- Designed and implemented Mission Control Incident Management and IT Service Desk operations, increasing incident response time by 30%.
- Established foundational policies and procedures in Confluence, resulting in reduced resolution time.
- Ensuring customers are proactively informed of service outages, and managing customer expectations.
IT Service Desk Manager
Thomson Reuters
03.2017 - 03.2020
- Managed a team of 20 in the First Line Support Service Desk, overseeing support for six mainframe systems, and more than 20,000 servers and applications.
- Drove the implementation of L1 Major Incident Management coverage, resulting in a 10% decrease in application downtime.
- Boosted service availability by 5%, leading to enhanced customer satisfaction.
IT Service Desk Sr Supervisor
Thomson Reuters
08.2007 - 03.2020
- Supervised 14 Data Center Analysts and 2 Service Desk Shift Supervisors to optimize operational efficiency.
- Secured 99% product availability, with a 97% change success rate for the Data Center.
Education
Associate of Applied Science - Computer Programming
Alexandria Technical And Community College
Skills
- ITIL framework knowledge
- Service Desk management
- Call center operations
- Collaborative leadership
- Major Incident
- ServiceNow
- Incident response
- Escalation management
- Skill development
- Microsoft O365
- Performance evaluations
- Information technology audit
- IT infrastructure knowledge
- Business continuity
- System monitoring
- Application support
Certification
ITIL Foundation v3 Certification, Loyalist Certification Service, 0004752
Training
- AWS Cloud Immersion Workshop
- Team Leadership and Development
- Myers-Briggs Type Indicator (MBTI)
- ADABAS
Timeline
Major Incident Analyst
Mindlance Consulting
06.2023 - Current
IT Services Incident Team Developer
FITS Consulting
05.2021 - 09.2022
IT Service Desk Manager
Thomson Reuters
03.2017 - 03.2020
IT Service Desk Sr Supervisor
Thomson Reuters
08.2007 - 03.2020
Associate of Applied Science - Computer Programming
Alexandria Technical And Community College