Summary
Overview
Work History
Education
Skills
Certification
ACE Award 2007
Timeline
Generic

Vicki Dickerson

West Henrietta

Summary

Hardworking and reliable individual with strong communication and organizational skills, passionate about delivering high-quality child care. Highly motivated to learn and adapts quickly to new environments, bringing a positive attitude and a strong commitment to continuous growth. Equipped with excellent problem-solving abilities, solid teamwork skills, and a willingness to take on additional tasks in order to meet company goals. Committed to providing a meaningful contribution by assisting teachers in nurturing children's social, mental, and physical growth.

Overview

35
35
years of professional experience
1
1
Certification

Work History

Senior Manager, Service Desk

Nixon Peabody
02.2023 - 05.2025
  • Managed a remote team, delivering technical support to a law firm with over 1,700 employees.
  • Improved performance by providing comprehensive training and fostering a collaborative work setting.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing needs.
  • Balanced competing priorities while maintaining focus on critical tasks requiring immediate attention.
  • Evaluated hiring, firing, and promotions requests.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Service Desk Manager

Nixon Peabody
03.2016 - 02.2023
  • Led team of service desk technicians to increase customer support satisfaction for a national law firm.
  • Developed and implemented procedures, to improve issue resolution time by streamlining workflows.
  • Trained new staff on support tools and best practices, fostering a culture of continuous improvement.
  • Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
  • Implemented an effective knowledge base system for quicker issue resolution and increased productivity.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Resolved customer complaints in professional and timely manner.
  • Developed and maintained positive relationships with customers to build rapport and trust.

Help Desk Support Specialist

Nixon Peabody
08.1999 - 03.2016
  • Provided technical support, ensuring timely resolution for end-users of a leading law firm.
  • Mentored support staff, provided guidance on problem-solving techniques and customer service skills.
  • Built strong relationships with clients through excellent communication and empathy for technical issues.
  • Maintained detailed records of all calls, including steps to resolve for improved future support requests.
  • Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
  • Prioritized urgent requests while managing multiple tickets simultaneously under tight deadlines.
  • Enhanced customer satisfaction by resolving technical issues and providing fast professional assistance.
  • Responded to inquiries by phone, email and walk-up requests.
  • Created user accounts and assigned permissions.

Administrative Assistant

Allegany ARC
01.1990 - 08.1999
  • Collaborated with teams in a not-for-profit agency by supporting clients to achieve operational goals.
  • Delivered quality service by responding to client needs, addressing concerns, and building a rapport.
  • Collaborated on special projects and coordinated event logistics as needed for success.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Maintained excellent customer relationships by going above and beyond to accommodate needs.
  • Interacted with vendors, contractors and professional services to process orders and direct activities.
  • Worked closely with clients and vendors and maintained effective lines of communication.

Education

Business Administration

Alfred State College of Technology State University of NY
Alfred, NY
05-1987

High School Diploma -

Gates Chili High School
Rochester, NY
06-1985

Skills

  • Positive attitude
  • Calm and patient demeanor
  • Communication and interpersonal skills
  • Organizational and planning skills
  • Collaborative and Team-oriented
  • Strong work ethic and dependable
  • Flexible work schedule
  • Computer and Microsoft office skills

Certification

  • ITIL 4 Foundation Training, Knowledge Hut - 06/2024
  • Successfully Managing People - AMA - 11/2020
  • Management Skills for Support Professionals, Unlimited Coaching - 11/2006
  • ITAA Information Security Awareness, Brainbench - 09/2005
  • Microsoft Office User Specialist, Microsoft - 03/2001

ACE Award 2007

The Annual Global ACE Award (Awarding and Celebrating Excellence) recognizes outstanding people at Nixon Peabody who exemplify the vision, mission, values, commitments and support of the Firm's key strategies.

Timeline

Senior Manager, Service Desk

Nixon Peabody
02.2023 - 05.2025

Service Desk Manager

Nixon Peabody
03.2016 - 02.2023

Help Desk Support Specialist

Nixon Peabody
08.1999 - 03.2016

Administrative Assistant

Allegany ARC
01.1990 - 08.1999

Business Administration

Alfred State College of Technology State University of NY

High School Diploma -

Gates Chili High School

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