Jacquie Ricker

Jacquie Ricker, B.A., ITIL V3, currently serves as the Lumen Enterprise Service Desk Manager at PC Network, Inc., overseeing a multi-vendor IT Service Desk contract for the Commonwealth of Pennsylvania supporting 40,000 users. Responsibilities include managing a team of Service Desk Agents, implementing and developing ServiceNow ticketing systems, and conducting performance reviews. Previous roles encompass positions such as PACS Incident and Service Desk Management Coordinator at Unisys, where Jacquie managed high-priority incidents and collaborated with various stakeholders. Additional experience includes a tenure as a Service Desk Agent and Trainer at JFC Staffing Companies, along with earlier roles in student enrollment services and charity coordination. Jacquie holds a Bachelor of Arts in Psychology from Ashford University and is certified in ITIL V3, focusing on Continual Service Improvement.