Joanie Waelti

Current

• Incident Management Consultant at Merck Serono

Past

• Change Manager (consultant) at Merck Serono
• Interpreter at Permanent Mission of India to the United Nations
• Project Leader at Prima - CfA Action

• IT Project Leader (IT manager role) at Michael Page International
• Consultant at blue infinity
• Service Management (consultant) at Altria
• SAP Support Coordinator (consultant) at Philip Morris Intl. HQ
• IT Support Specialist at IKEA Trading SA
• Internet Manager & Webmaster at Antonietti & Vesco Informatique
• Business Systems Specialist (temporary mission) at Quark Media House
• Super User IT, User & Support Manager Assistant at Expo.02
• Substitute English teacher at Lycée Jean-Piaget
• Organizing Committee Assistant at World Fencing Championships

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Education

• ITSM Campus
• Université de Neuchâtel
• Ecole Supérieure de Commerce de Neuchâtel

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Recommended

14 people have recommended Joanie

Connections

351 connections

Industry

Information Technology and Services

Joanie Waelti’s Summary

Service oriented, ITIL certified generalist with an evolution of 8 years in IT support including 5 years in international and multicultural environments. Team coordination and work follow up for up to 30 people, including off-shore team members. Experienced in linking IT with users and users with IT.

Joanie Waelti’s Specialties:

SKILLS:
IT support
Team coordination
Projects
Communication & training
Multitask, trustworthy, proactive and adpatable.

CERTIFICATIONS:
EXIN ITSM: ITIL Foundation (2006)
Help Desk Institute: Help Desk Analyst (2006) includes Customer Service
Microsoft 2261A: Supporting users running Windows XP (2004)
Crystal Report (2004)
Cambridge: Proficiency (1998), Advanced (1997), First (1994)

Joanie Waelti’s Experience

• Incident Management Consultant

  Merck Serono

  (Privately Held; Pharmaceuticals industry)

  September 2009 — Present (3 months)

• Change Manager (consultant)

  Merck Serono

  (Privately Held; Pharmaceuticals industry)

  May 2009 — September 2009 (5 months)

  Quality and Process Control
  Post Implementation Review
  CAB chair
  Crystal to Cognos reports migration project
  
  Technology: HP Service Manager 7, MS Visio, Lotus Notes

• Interpreter

  Permanent Mission of India to the United Nations

  (Information Technology and Services industry)

  March 2009 — May 2009 (3 months)

  Translate official documents and letters to/from the Ambassador office and other diplomatic staff from French to English and English to French.
  Provide interpreter services for meetings.
  PA to the Head of Chancery.

• Project Leader

  Prima - CfA Action

  (Non-Profit Organization Management industry)

  July 2008 — January 2009 (7 months)

  Mandate from the SECO (Swiss State Secretariat for Economic Affairs).
  Create and lead a survey project on IT in international companies based in French-speaking Switzerland about the following themes:
  - Helpdesk and Support
  - Services and Outsourcing
  - Standards and Procedures
  
  Technology: LimeSurvey, LiquidPlanner.com

• IT Project Leader (IT manager role)

  Michael Page International

  (Public Company; MPI.L; Staffing and Recruiting industry)

  April 2007 — January 2008 (10 months)

  Lead & coordinate all projects with the IT Direction and development teams in Paris
  Document all projects implying Switzerland
  Business analysis, functional and technical specifications
  Organize implementation changes of the systems to minimize business impact
  Administrate minor changes in the main system (Profile)
  Organize, supervise & analyze key user acceptance tests
  Build and manage the new intranet website
  
  IT manager tasks
  Manage IT support, telecommunication and installations for Michael Page and Page Personnel in Switzerland (all locations)
  Handle contacts with service providers and order telecom and IT equipment
  Manage requests for improvement & new applications, research and advice on the possible choices
  
  Main achievements: implementation of a new HR Management system; finalization of the workflow and interview web interface project
  
  Technology: Microdec Profile, Polycom visio, Xerox web interface, OpenCMS, Blackberry

• Consultant

  blue infinity

  (Public Company; 201-500 employees; Information Technology and Services industry)

  December 2004 — March 2007 (2 years 4 months)

  Provide IS/IT services and consultancy

• Service Management (consultant)

  Altria

  (Public Company; MO; Consumer Goods industry)

  April 2006 — December 2006 (9 months)

  Administrate HP Service Desk (Accounts, Person records, Templates, Configuration Items, Roles…)
  Coordinate the Corporate Service Management SD4.5 Group, about 6 analysts
  Participate to a few Service Management deployment projects & Kraft sourcing project
  Work on procedures implementation based on ITIL principles
  Be proactive on possible improvement changes
  Perform QA activities and update documentation and training material
  Train new key users and administrators within the system
  Support SD4.5 key users and administrators and provide them with 2nd level support
  Create BO reports according to CSM needs
  
  Technology: HP Openview Service Desk 4.5, Business Objects 5.2

• SAP Support Coordinator (consultant)

  Philip Morris Intl. HQ

  (Public Company; PM; Tobacco industry)

  December 2004 — February 2006 (1 year 3 months)

  Coordinate the support for SAP Project and help during the first go live
  Coordinate the implementation of the new SAP support organization (CCC Europe)
  Coordinate the support for the Continental Competency Center Europe
  Organize and dispatch the work for a team of about 30 consultants, key users and specialists
  Responsible for communication with customers, affiliates, support groups and SAP key users
  Document support processes, user management, service desk management, coordination
  Provide and update training documentation to the local support groups worldwide
  HP Service Desk 4.5: register and deal with issues, manage Groups, Services, SLAs…
  SAP: create/manage users, super users and user groups, assign roles and profiles, SUIM
  Deliver reports and statistics using Business Objects
  
  Technology: SAP release 4.7 and 5.0, HP Openview Service Desk 4.5, Business Objects 5.1

• IT Support Specialist

  IKEA Trading SA

  (Privately Held; Retail industry)

  February 2004 — October 2004 (9 months)

  1st and 2nd level support for all computer, printer, network and phone problems
  Install PCs and applications manually or via RIS, work with Win 2000/2003 servers
  Manage user network accounts and accesses with Ikea Management Utility tool (AD)
  Participate to the implementation project of the new trading and administration system KIT
  Participate to the migration project (Win 98 to Win XP and Win NT to Win 2003 server)
  Implement the new server file structure
  Reorganize and document the office universal cabling (IT and VoIP telephony)
  Create IT user procedures and trainings
  Act as a backup for the IT manager and for Ramses (AS400) super user
  
  Technology: Ramses AS400, IMU (AD), IDEM (RIS), Snapware, TwixTel, Snagit, Crystal Report

• Internet Manager & Webmaster

  Antonietti & Vesco Informatique

  (Information Technology and Services industry)

  May 2003 — January 2004 (9 months)

  Document website building and search engine optimization (SEO)
  Show the 2 associates how internet works and what can be done
  Create, edit and design websites for SME
  Handle client meetings and requests
  MS Office super user, Outlook and internet specialist
  
  Technology: Dreamweaver MX, Photoshop 6, CPanel

• Business Systems Specialist (temporary mission)

  Quark Media House

  (Privately Held; Computer Software industry)

  December 2002 — January 2003 (2 months)

  Specialize in Bandit (in-house developed application)
  Document the system
  Create the tutorial of Bandit
  Test and evaluate the systems and bugs of Bandit
  Support Bandit and MS Office 97/2000 users

• Super User IT, User & Support Manager Assistant

  Expo.02

  (Events Services industry)

  August 2001 — October 2002 (1 year 3 months)

  Support up to 8000 users at 2nd level on MS Office, Windows and other applications
  Act as a dedicated support contact for Managers and VIPs
  Create, organize and give IT courses matching Expo.02 needs
  Coordinate communication between users and managers and across departments
  Configure special user accounts and manage the file server cleaning project
  Participate to the migration of over 500 PCs and laptops from Window 98 to Windows 2000
  Organize the coordination for on-site support on 5 locations with the service provider
  
  Main achievement: train over 1200 Expo.02 managers & users on Windows and Outlook in 3 months
  
  Technology: Docushare, DCL (helpdesk software), DameWare, Trivia VNC, TwixTel, TwixRoute, MS Frontpage 2002, Abex Visual Address, IT Base (MS Access application), Swix, Infopool

• Substitute English teacher

  Lycée Jean-Piaget

  (Higher Education industry)

  January 1999 — July 2001 (2 years 7 months)

  (former Ecole Supérieure de Commerce de Neuchâtel)
  Create lessons according to the teacher's suggestions/program,
  Teach with student's books,
  Prepare and correct dictactions, tests, vocabulary exercises, fill in the blanks,...

• Organizing Committee Assistant

  World Fencing Championships

  (Events Services industry)

  August 1998 — October 1998 (3 months)

  Reorganize and manage the office
  Coordinate the team of 4 secretaries
  Communicate with international delegations and other parties
  Inform the medias
  Act as an interpreter for the committee
  Organize VIP stays
  
  Main achievement: manage to finalize all last minute details on the deadline, like change of participants, new vendor booth, belated VIP arrival transport

Joanie Waelti’s Education

• ITSM Campus

  ITIL 2006 — 2006

• Université de Neuchâtel

  English, Journalism & Media 1996 — 2001

  I started with English, French & German and ended up with only 6 months of German and one year of French.
  Alltogether: 5 years of English and 2 years of Journalism and Media studies.
  
  Some poetry I wrote while studying there was published by The International Library of Poetry and on their website www.poetry.com.

  Activities and Societies:

  English Department student representative, English Department voluntary assistant, President of the English Department Film Club,
  Help other students with IT problems in the computer room,
  Ice-skating monitor, Hip-hop and jazz dance, Gymnastics, Karate

• Ecole Supérieure de Commerce de Neuchâtel

  Federal Maturity E , Commercial - Economics , 1992 — 1996

  Activities and Societies:

  English First Certificate option, photography, ice-skating

Additional Information

Joanie Waelti’s Interests:

communication, PR, media, coordination, computers, internet, photography, art, travelling, ice-skating, horse back riding, dancing, singing, acting, reading...

Joanie Waelti’s Groups:

Member of the Committee of the Association des Anciens d'Expo.02 (www.ex-expo.ch), Imbewu (www.imbewu.org), WWF (www.wwf.ch), France Loisirs Suisse (www.fls.ch)

•    InterFrench
•    Philip Morris affiliates (employees & alumni)
•    LI Switzerland
•    Altria Alumni
•    ITIL v2 / v3 Service Management (ITSM) and ISO 20000 + Subgroups
•    Friends of India
•    Ex-Expo.02 Association
•    The ITIL Group
•    Michael Page employees and alumni group
•    Université de Neuchâtel
•    Friends of Canton de Neuchâtel
•    IKEA Co-Worker
•    Serono Alumni
•    Job Bank
•    Europe

Joanie Waelti’s Honors:

I have published some poetry at the International Society of Poetry (www.poetry.com), just search for my name.
Received the Editor's Choice Award 2007.
Elected as a member of the group "Best Poets of 2007".

Joanie Waelti’s Contact Settings

Interested In:

• career opportunities
• consulting offers
• new ventures
• expertise requests
• reference requests
• getting back in touch