Service Engineer

WENDY A. BEDNAR WEST

***********@*****.***

EDUCATION: Rutgers College, Rutgers University

Bachelor of Arts, Psychology

EMPLOYMENT:

****-**** ********* ******** **** - Adv: Dispatcher and account

focal for J&J account. Assigned/dispatched tickets using

tools and methods supplied by LEAN methodology to

nationally located team members. As account focal,

interfaced with IBM Operations Managers to evaluate scope

of requests and assign resources to account deliverables.

Ensured work requests for team were processed through

established procedures. Monitored ticket queue to ensure

all incidents are dispatched and resolved within designated

server level agreements. Managed schedule for severity 1

outage rotation. Led team turnover meetings on weekly

basis. Provided escalation coverage for severity 1 outages

on rotational basis.

2004-2007 Technical Services Prof - Adv: Functional team lead for

IBM Server Health team, primarily responsible for Resource

Coordination. Interfaced with IBM Relationship and

Operations Managers. Managed workflow by assessing and

assigning tasks to Server Health team members. Monitored

ticket queue to ensure all incidents are addressed within

designated server level agreements. Performed problem

management, including escalation support for severity 1

outages.

2002-2004 Systems Mgmt Integr Prof-Adv: Management and

administration of Johnson & Johnson server environment,

local and remote sites, focusing on Windows 2000 and

Windows NT. Maintained knowledge of Exchange and network

environments. Primary responsibilities included project

implementation, problem resolution and operational

maintenance following established change control

procedures. Resolved server issues within established

service level agreements. Primary sites include Johnson &

Johnson Health Care Systems, Inc. and Cordis (Warren NJ

site). Performed duties as Server outage coordinator for

five operating companies in Raritan Campus. Backup team

lead for NJ Server Support team.

1997-2002 Advisory I/T Specialist: Management and administration of

the Johnson & Johnson Health Care Systems, Inc. server

environment, local and remote sites, focusing on Netware,

Windows NT, Windows 2000 and Exchange environments. Primary

responsibilities include project implementation, problem

resolution and operational maintenance following

established change control procedures. Resolved server

issues within established service level agreements.

1995-1996 Analyst, Microsoft Mail System Engineer: Lead system

support and administration for Microsoft Mail/Schedule+,

supporting approximately 1450 LAN and Remote clients across

10 post offices/6 sites. Monitor ASYNC and system delivery

MMTA externals running on OS/2 and Windows NT platforms.

Resolve client issues as Level 3 Helpline support within

established service level agreements. Ensure success of

directory synchronization. Secondary contact for site

SoftSwitch Administration.

1994-1995 Associate Analyst, Helpline: Answered, tracked and

resolved Helpline questions/issues regarding supported

software (E-Mail/Calendar, Windows 3.x, Microsoft Office,

DOS and home-grown applications) and hardware (PC,

printers, modems). Diagnosed and referred calls to

appropriate support areas. Ensure problems handled within

Service Level Agreement through call confirmation. Site

SoftSwitch Administrator.

1991-1994 Senior Training Coordinator: Provided administrative

support for Training Department for Operations, Customer

Service, Account Management, Marketing and company-wide

initiatives. Planned and scheduled on-going programs,

including New Hire Orientation and Employee Performance and

Development System.

1986-1991 Temporary: Performed various assignments, including:

Word Processor, at Johnson & Johnson Hospital Services.

Typed drafts and revisions to training curriculum and

visual aids. Trained incoming temporary employees on

formatting standards, document organization and word

processing.

Production Clerk, at Johnson & Johnson Hospital Services.

Prepared manuals, flip charts, visual aid, training course

materials.

General Clerical assignments at varying companies;

included bookkeeping, duplicating and filing.

Contact this candidate