Vicki Becker Email & Phone Number

Iowa, United States

• Manage and participate in daily operations of service desk and support services.
• Manage and maintain ITSM-based ticket management system
• Monitoring, reporting, and analysis of service metrics and satisfaction levels to IT and business/departmental management.
• Develop and apply policies and procedures for Service Operations.
• Responsible for ITIL Service Operation processes across all IT teams; Incident and Major Incident Management, Problem Management, Change Management and Solution Management.
• Oversee and support configuration, execution and monitoring of Nightly Cycle processing for the core Policy Administration system.

Rock Island, IL

• Manage and participate in daily operations of service desk and support services.
• Manage and maintain ITSM-based ticket management system
• Monitoring, reporting, and analysis of service metrics and satisfaction levels to IT and business/departmental management.
• Develop and apply policies and procedures for Service Operations.
• Responsible for ITIL Service Operation processes across all IT teams; Incident and Major Incident Management, Problem Management, Change Management and Solution Management.
• Oversee and support configuration, execution and monitoring of Nightly Cycle processing for the core Policy Administration system.

Dewitt, IA

• Manage a team of 9 Service Desk agents in 3 locations, providing technical support to over 1300 customers across 9 office locations.
• Proposed and obtained executive level management approval to switch from 100% contracted agent model to 95% associate staffing model, increasing engagement, corporate knowledge and level of service through decreasing.
• Lead Incident Management team as Process Owner, developing and guiding entire IT staff in Incident Management processes and procedures.
• Focus on continuous improvement of team processes and tool effectiveness.
• Implemented service desk agent training program.
• Inspired a shared drive and purpose to provide excellent customer service.

Dewitt, IA

• Supervisor of team responsible for:o All areas of server and desktop installation, configuration & support. Platforms include Windows, Citrix and VMWare.o Helpdesko Disaster Recovery, achieving 100% successful recovery.
• Responsible for annual performance reviews and salary recommendations for team members.
• VSE Liaison – work closely with VSE contractor to upgrade and support Mainframe operating system; assist with installation of new development tools and configure for site specific needs; provide tier 1 support for all.
• Provide input to budget process and adhere to yearly budget constraints
• Security Administration, including mainframe, Active Directory, Imageright, Lotus Notes, SQL Server and 3rd party websites used by business units.
• Server as business analyst on national initiatives as required

Dewitt, IA

• Responsible for all areas of server installation and maintenance. Included support of Windows operating systems, Lotus Notes, Backup Exec, Imageright, Microsoft SQL Server, and Active Directory
• Implemented and maintained Citrix environment with 95% thin client.
• Level II helpdesk support
• Conducted semi-annual disaster recovery exercises with Sungard
• Supported network infrastructure

Dewitt, IA

• Developed and maintained Cobol programs to support business needs.

Bachelor Of Science, Data Management/Data Analytics

Associate Of Applied Science (A.A.S.), Computer Programming