Mgr. Lenka Wagner

• Serve as the customer advocate within the maintenance process to ensure customer satisfaction and timely service delivery (
• Developed strong relationships with key client, resulting in improved contract retention rates (contract extension 18 month proposal with merged security services provided) and increased revenue ( < £2M annualized revenue).
• Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
• Led cross-functional teams in the development and training of new service offerings (security infrastructure SOC / SIEM, Web Application Firewalls (WAF), Intrusion Prevention / Detection (IPS/IDS) and Virtual Fortigate Firewall Management via ServiceNow & automation)
• Lead oversight of day to day change and problem process compliance. Notifies Operations teams of SLA impacts. Attends regular Stewardship and Governance meetings with client.
• Work with key members of various departments and 3rd party vendors to assist with network changes, network incidents and problem resolution, recording.

• Serve as the customer advocate within the maintenance process
• Act as Primary customer interface for the IBM DPE for AT&T Operations issues.
• Provide a delivery single point of contact to the IBM DPE for internal teams to give IBM a more seamless experience.
• Accountable for overall client satisfaction related to AT&T network Operations issues.
• Lead oversight of day to day change and problem process compliance. Notifies Operations teams of SLA impacts. Attends regular Stewardship meetings with client.
• Act as a focal for AT&T network service availability improvements as defined by the contract performance/capacity and reporting services.
• Work with key members of various departments and 3rd party vendors to assist with network incident and problem resolution.
• Ensure compliance with company policies, safety regulations, and quality standards

• Sept. 2014 - Sept.2015 2nd. Maternity Leave

• Sept. 2011 – Sep 2014 Service Manager - IBM Managed Services -clients: QBE Insurance, WPP and Horizon accounts.

Demonstrated ownership and accountability for all maintenance processes (including but not limited to Trouble Management And Resolution, Communication, Project Management, Corporate Strategies Support and Business Directions, Performance Reports and Data Analysis) on behalf of the customer.

Served as the single point of contact for operational issues for all AT&T delivered services.

• Jan. 2011 – Sept. 2011 Lead Project Implementation Manager, WASTE MANAGEMNT Account, MRS

• Jan. 2010 – Jan. 2011 Maternity Leave

• Dec. 2008 – Jan.2010 Lead Project Implementation Manager, DOW CHEMICAL Account, MRS

Scheduled the installations of the customers’ circuits (router’s connections), WAN, LAN troubleshooting

Closed cooperation with customer service managers in different countries and resolving of any circuit related issues observed by customers

• Aug.2005 – Dec 2008 Team Leader of Project Implementation Managers

Participated in managing internal team resources activities /searching, work allocation, training of employees and monitoring labor (coaching). Provided leadership to EMEA Project Implementation Managers team

• Oct. 2004 – Aug.2005 Procurement Specialist

Managing the whole project from kick-off to its close. Responsible for managing and coordinating the implementation of network service solutions for customers from all over the world