Victoria (Vickie) S.

Victoria (Vickie) S. Email and Phone Number

Project Management | ITSM | Technical Operations | Strategic and Tactical Planning | Change Agent (MBA, CAPM, ITIL)
Victoria (Vickie) S.'s Location
Greater Chicago Area, United States
Victoria (Vickie) S.'s Contact Details
About Victoria (Vickie) S.

Results-driven, problem-solving, and analytical leader passionate about building top performing teams through coaching, mentoring, and motivation to individual strengths while driving career development that instills accountability, empathy, customer focus, and commitment to top-notch quality. Resilient change agent who is adaptable and flexible in rapidly changing, fast-paced environments. Demonstrated ability to efficiently prioritize responsibilities and projects to achieve a maximum level of operational effectiveness. Highly collaborative strong leader of people, process, and technology. Technology, Leadership and Operations ManagementKey StrengthsProject Management | Incident Management | Request Fulfillment | ITSM |Knowledge Management | IT Quality | Customer Satisfaction | Customer Engagement | Relationship Management | Software as a Service | Product Lifecycle | Change Management | SLAs | Strategic Planning | Budgets | Business Acumen | Vendor Management | M&A | ROI Analysis | Cloud Technologies | Business Requirements | Major Capital Expenditures | Cross-Functional Team Leadership | Process Improvement | Employee Engagement | Employee Development | Coaching | Mentoring | Culture Ambassador

Victoria (Vickie) S.'s Current Company Details

Project Management | ITSM | Technical Operations | Strategic and Tactical Planning | Change Agent (MBA, CAPM, ITIL)
Victoria (Vickie) S. Work Experience Details
  • Hightower Advisors
    Director Talent Management
    Hightower Advisors Nov 2022 - Jan 2024
    Chicago, Illinois, United States
    Internal shift to talent management team as trusted strategic partner to executive director. Aid in driving the organization’s talent agendas in alignment and support of the business and people strategies. Leverage knowledge of the business to collaborate with people leaders. Build, support, and execute on creation of a talent strategy-aligned employee proposition. Create and manage project plans using Asana. Drive talent agendas in support of the business and people strategies. Worked with ELT and senior leadership to create culture champions’ wall. Coordinated training with 3rd party vendor to leadership participants. Coordinated with coaching vendor for coaching participants. Find for employee development for training and coaching leadership participants. Find ways to engage leadership alumni into learning initiatives. Obtain SHRM membership for researching talent processes to improve talent reputation. Promote Hightower brand and culture among all by working on committee to build assets to assist advisory teams with building culture. Ran cross-functional HR meetings for employee engagement, culture, and training.• Managed strategy, projects, and initiatives• Participated in performance management processes for 9-Box and calibration• Analyzed data for employee to manager ratios, salary data, and development of offerings• Prepared reporting materials for ELT governance meetings• Assist with spans and layers initiative• Engaged vendors for coaching and development of top performers• Engaged vendor for mentorship platform• Successfully managed 15th Anniversary (Root) initiative• Responsible for culture champions program and overall organization
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  • Hightower Advisors
    Director, Engagement & Special Project
    Hightower Advisors Aug 2022 - Nov 2022
    Chicago, Illinois, United States
    Career change into Human Resources to partner with CHRO to implement newly created culture, the “Hightower Way” using people and project management skills. Influence through enlivening the Hightower Way. Worked internally for employee engagement and managed internal HR initiatives using Asana.• Partnered with CHRO and Ritz Carlton Leadership Center to build culture champions program• Successfully deployed the “Hightower Way”• Create and report on status of HR initiatives
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  • Hightower Advisors
    Director, Identity Management & Procurement
    Hightower Advisors May 2022 - Aug 2022
    Greater Chicago Area
    Newly created role post technical department reorganization tasked with building new identity management team to bring efficiency to onboarding new hires and reduce turnaround time for creating credentials to various systems while partnering with infrastructure to build out single sign-on capabilities. Took on current procurement team to analyze satisfaction and turnaround times for procuring hardware, software, and licensing. Analyze processes for asset management, audits, and supplying accurate information to finance for input and deployment of assets.
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  • Hightower Advisors
    Director, It Productivity And Service
    Hightower Advisors Mar 2019 - May 2022
    Greater Chicago Area
    Reputable leader promoted to Director to oversee the functional and customer experience strategies for a service desk, desktop support and M&A desktop onboarding teams. Build and scale a best-in-class customer centric team as well as focus on operational excellence leveraging data to improve reliability, availability, and quality of IT Productivity & Service cloud services as well as take part in architecture design and implementation. Maintain organizational effectiveness and efficiency by defining, delivering, and supporting strategic plans. Evaluate organizational outcomes by identifying problems and evaluating industry trends for implementing technologies by supporting project management initiatives. Partner with peer groups for strategy management and work to understand the underlying business processes and technologies being used within an organization to make recommendations for business processes and help the organization to reach their goals. Add value to the organization through acquisitions that positively affect revenue. Managed desktop mergers & acquisitions while collaborating with newly acquired teams as well as cross-functional teams. Utilized Asana for all project management needs. Ensure the delivery of excellent customer service as it relates to IT Service Management, process management, strategy & fiscal management, vendor management, product management, and project management.• Collaborated with vendors to re-negotiate contracts during COVID lockdown resulting in significant cost savings• Managed up to 20 vendors and up to 25 products• Monthly audit of systems for adherence to compliance as well as budgeting, invoicing, and billing• Lead cross-functional team meetings to increase collaboration to find results of complex issues• Indirect management of procurement team and tasks• Participant in several focus groups for service improvement, DE&I, and culture design
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  • Hightower Advisors
    It Service Manager
    Hightower Advisors Jun 2017 - Mar 2019
    Chicago
    Manage team of 8 Service Desk Analysts of Level 1 through Level 3 for a leading financial services company with over 700 employees. Utilize ITIL experience to create processes and procedures to streamline workflow. Coach and mentor staff as well as provide performance feedback to ensure completeness and integrity of service desk cases. Define KPIs and metrics for reporting. Maintenance and administration of key tools and technologies for cloud-based model. Manage day-to-day ticket handling and queue monitoring to prioritize cases. Designated point of contact for incident management. Collaborate with other IT functional teams to resolve complex issues. Managed near-shore, dedicated service desk team.• Reduced backlog and flagged cases by 95%• Increased customer satisfaction to over 98%• Service Excellence committee member to improve customer portal for issues tracking• Created knowledge management process within service team• Reached nearly 90% customer satisfaction for SLAs• Researched tools and technologies to increase productivity• Managed projects to deploy hardware and software technologies to related to desktop productivity• Negotiated contracts and collaborate closely with vendors to keep costs under control
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  • Forsythe Technology
    Supervisor - Service Desk
    Forsythe Technology Jun 2015 - Mar 2017
    Skokie, Il
    • Manage, lead, direct and coordinate activities for 8 service desk Level 1 / Level 2 staff members, plus 1 intern for Incident Management and Request Fulfillment, assist with Change and Problem Management• Oversee 100% of incidents and requests and act as escalation point for approximately 1,000 users• Participate in organizational change readiness strategies and preparation • Train, coach and mentor staff to top performance• Develop processes and procedures to ensure all end user needs are addressed and met • Define critical success factors, key performance indicators, and metrics and report on them• Responsible for reporting and communicating service outages • Monitor and manage queues in Remedyforce; streamline process for quick resolution• Responsible for Customer Satisfaction and CSAT processes • Responsible for Service Desk knowledge management; review and update standard operating procedures• Manage projects as assigned• Major accomplishments:o Blended the service desk and hardware support team into one service desk teamo Re-defined position descriptions for junior and senior roleso Created processes and procedures to standardize training and workflowo Increased participation in Customer Satisfaction surveyso Laptop compliance to 256-bit encryption o Office 2007 to Office 2013 upgradeo JAMF Casper Suite implementationo Plan 2015/2016 laptop deployment
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  • Blue Star Technology, Llc
    Director Of Service And Delivery
    Blue Star Technology, Llc Dec 2014 - Jan 2015
    Bloomingdale, Il
    • Manage, lead, direct and coordinate activities for 5 service desk Level 1 / Level 2 staff members • Determine staffing and resources to achieve objectives through recruitment• Participate in organizational change readiness strategies and preparation • Develop processes and procedures to ensure all customer / client needs are addressed and met for approximately 60 customer sites• Define critical success factors, key performance indicators, and metrics• Responsible for regular reporting to executive management • Manage ticket backlog and processes to streamline efficiency• Oversee the escalation and resolution of issues • ConnectWise reporting, ticketing and administration
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  • Northwest Community Healthcare
    Help Desk Manager
    Northwest Community Healthcare Apr 2014 - Dec 2014
    Arlington Heights, Il
    Manage daily functions of up to 26 service desk, computer operations, desktop support and desktop engineering team members for Level 1, Level 2 and Level 3 for approximately 4,000 customers. Responsible for 7x24x365 computer operations and service desk functions as well as daily operations call. Responsible for developing, implementing, maintaining and monitoring service level agreements and quality assurance. Responsible for ITIL processes for Incident Management and Request Fulfillment as well as assisting in Problem Management and Change Management, including developing and updating as necessary. Supervise, develop, coach, mentor and train staff. Responsible for staffing, goal setting, performance evaluation and career development for all staff. Provide support for Windows and Macintosh operating systems and hardware along with hospital applications. Major accomplishments:• Interim IT Support Manager responsible for desktop support and desktop engineering o Re-defined position description for desktop engineering• Reduced total ticket backlog by 65% within first 2 months for all incidents and requests o Reduced ticket backlog on desktop support by 53% o Reduced ticket backlog on service desk by 100%• Improved customer service through process improvement, coaching, and mentoring of staff• Re-defined position description for service desk operations, combining computer operations and help desk into one team• Create reports and metrics to identify emerging trends
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  • Ltd Commodities
    Manager, End User Support Services
    Ltd Commodities Jul 2012 - Apr 2014
    Bannockburn, Il
    Manage Service Desk supporting internal clients. Lead Service Desk with staffing, training, goal setting, performance evaluation and career development for Levels 1 through 3. Accountable for all issue resolution, problem identification and process improvements. Provide coaching and mentoring to staff to improve identification and resolution of incidents and identification of problems. Participate in Change Management regarding potential impact to business. Manage and audit fixed assets through asset management tools. Scope, plan, and prioritize project deliverables with senior management and business leaders related to hardware and software deployments. Develop project plans and work breakdown structures for all Service Desk projects. Build and maintain relationships with third-party vendors, strategic team planning, policies, procedures and work instructions. Determine short and long term solutions for technical services area. Major accomplishments:• Improved customer service through coaching, mentoring, and staffing• Defined the service levels for levels 1 – 3 • Created Helpdesk vision and best practices to streamline workflow and increase first call resolution• Conducted business needs assessment to influence purchase for Macintosh hardware and software• Conducted business needs assessment to influence purchase for imaging tools and anti-virus/anti-malware for both Windows and Macintosh computers• Conducted business needs assessment to influence purchase for EndPoint protection for both Windows and Macintosh computers
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  • Ecolab (Formerly Nalco)
    Incident & Problem Management Coordinator
    Ecolab (Formerly Nalco) Nov 2010 - Jun 2012
    Naperville, Il
    Lead, mentor and coach agents of the outsourced service desk of up to 40 agents, team leads and others mainly for the Level 1 North American Region supporting approximately 38,000 internal customers. Monitor service calls and major incidents. Responsible for IT Quality process, monitoring and escalations to resolution, while providing the highest quality of client support. Coach the service desk for followings standards and procedures and act as focal point for process questions and communicate process issues and changes to clients, service providers and management. Act impartially during incident investigations. Act as liaison between internal clients and resolver groups. Coach and mentor service desk staff to ensure completeness and integrity of service calls to conduct daily operations. Identify areas for process improvement. Create / update / approve / reject articles to knowledgebase. Provide communication regarding existing incidents / outages. Participate in Change Management by attending weekly CAB meetings. Attend to monthly billing utilizing Business Objects data. Utilize project management skills by participating in projects as assigned. Act as backup to other regional incident managers as well as Service Desk / IT Quality Manager. Major accomplishments: • Assist in defining the global knowledge management process for the ITSM project • Assist in defining the global incident management process for the ITSM project • Defined the service levels for levels 1 – 3 • Drafted incentive plan for service desk • Assisted in the Outlook to Office365 migration • Assisted in the Lotus Notes to Outlook migration. • Led initiative to replace ITSM tool including evaluation of all tools• Created service desk handbook and ticket evaluation process • Improved metrics through KPIs for CRM tickets
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  • Evangelical Lutheran Church In America
    Helpdesk Supervisor
    Evangelical Lutheran Church In America Sep 2004 - Oct 2010
    Chicago, Il
    Manage service desk supporting up to 600 internal clients as well as external clients. Lead 4 Service Desk members with staffing, training, goal setting, performance evaluation and career development. Accountable for all Incident Management process improvements as well as Problem Identification. Provide coaching and mentoring to staff to improve identification and resolution of incidents and identification of problems. Participate in Change Management regarding potential impact to business. Manage and audit fixed assets through CMDB tools. Provide regular feedback, communication and reports regarding all incidents and problems to upper management utilizing call tracking tools and Crystal Reports, including top offenders. Scope, plan, and prioritize project deliverables. Develop project plans and work breakdown structures for all Service Desk projects. Build and maintain relationships with third-party vendors, strategic team planning, policies, procedures and work instructions. Determine short and long term solutions for technical services area. Major accomplishments:• Utilize ITIL v3 framework for continuous process improvement; act as ITIL expect for Incident Management, Request Fulfillment, Problem Management, Change Management, and Release and Deployment processes as well as the Service Desk function• Developed process documentation, workflows, RACI charts, service level agreements and training documentation for above initiative• Created Helpdesk vision and best practices to streamline workflow and increase first call resolution• Conducted business needs assessment to influence toolset selection. Led the selection of third-party software for new call tracking software for better incident/problem identification and reporting for long-term resolution as well as change management and service level management• Created document library of all processes, procedures and work instructions for Helpdesk area for training and to streamline workflow for repeatability
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Victoria (Vickie) S. Skills

Vendor Management Process Improvement It Service Management Information Technology Itil Technical Support Software Documentation Business Analysis Troubleshooting Customer Service Networking Change Management Team Leadership Incident Management Team Building It Strategy Active Directory Strategic Planning Documentation Team Management Project Planning Coaching Sla Service Delivery Project Management Cloud Computing

Victoria (Vickie) S. Education Details

Frequently Asked Questions about Victoria (Vickie) S.

What is Victoria (Vickie) S.'s role at the current company?

Victoria (Vickie) S.'s current role is Project Management | ITSM | Technical Operations | Strategic and Tactical Planning | Change Agent (MBA, CAPM, ITIL).

What is Victoria (Vickie) S.'s email address?

Victoria (Vickie) S.'s email address is ve****@****ast.net

What is Victoria (Vickie) S.'s direct phone number?

Victoria (Vickie) S.'s direct phone number is +163085*****

What schools did Victoria (Vickie) S. attend?

Victoria (Vickie) S. attended Keller Graduate School Of Management Of Devry University, Dominican University, Rockhurst University.

What are some of Victoria (Vickie) S.'s interests?

Victoria (Vickie) S. has interest in Social Services.

What skills is Victoria (Vickie) S. known for?

Victoria (Vickie) S. has skills like Vendor Management, Process Improvement, It Service Management, Information Technology, Itil, Technical Support, Software Documentation, Business Analysis, Troubleshooting, Customer Service, Networking, Change Management.

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