Vicki Arnold
Doylestown
Summary
Dynamic Service Desk Manager with a proven track record at CMC Associates, excelling in incident management and service level management. Successfully led technical upgrades and fostered client relationships, enhancing customer satisfaction through tailored solutions. Adept at optimizing resources and promoting a culture of continuous learning within teams.
Overview
25
25
years of professional experience
Work History
Service Desk Manager
CMC Associates
02.2013 - 02.2025
- Collaborated with cross-functional teams to address complex technical challenges and improve overall service quality.
- Optimized resource allocation by regularly reviewing team workload and adjusting schedules as needed.
- Implemented a robust incident management process for effective tracking, escalation, and resolution of service-related issues.
- Met with customers to discuss service needs and offer available solutions.
- Resolved customer complaints in professional and timely manner.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Fostered a culture of continuous learning among team members through ongoing professional development opportunities and knowledge sharing sessions.
Solution Manager
Merkle
01.2000 - 01.2013
- Facilitated regular status updates with key stakeholders to maintain alignment on objectives and progress tracking throughout projects'' lifecycles.
- Contributed to company growth by securing repeat business from satisfied clients and facilitating referrals through excellent customer service practices.
- Developed strong working relationships with vendors and suppliers, ensuring timely delivery of products and services essential to the successful implementation of client solutions.
- Coordinated with technical teams to ensure solution designs were in alignment with clients'' infrastructure requirements and overall technology strategy.
- Conducted post-implementation reviews to identify areas of success as well as opportunities for improvement in future projects.
- Improved customer satisfaction by identifying and implementing tailored software solutions for unique business challenges.
- Streamlined internal operations by designing user-friendly software applications that met both business needs and end-user requirements.
Education
Bachelor of Science - Computer Information Systems
Delaware Valley University
Doylestown, PA05-1995
Skills
- Service level management
- Incident management
- ITIL framework
- Escalation management
- Software utilized includes - Salesforce , Service Desk
Accomplishments
I was honored to nominated and accepted into the National Deans List while attending the Landale School of Business.
Included in the National Deans List
I was honored to be nominated and accepted into the National Deans List publication while attending Lansdale School of Business. I received a two year associates degree that ultimately led to my bachelors degree.
Timeline
Service Desk Manager
CMC Associates
02.2013 - 02.2025
Solution Manager
Merkle
01.2000 - 01.2013
Bachelor of Science - Computer Information Systems
Delaware Valley University
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