Download PDF

Work experience

Aug 2013Present

ITSM Process Guru

University of Minnesota

Key Accomplishments

  • Devise and implement Major Incident process.
  • Conduct overhaul of the Problem Management process
  • Lead process owners in gathering metrics for ITIL processes
  • Assist Service Director in gathering metrics for their services
  • Lead process owners to discovery of improvement opportunities for their individual processes
  • Act as Product Owner for the ServiceNow development team
Aug 2012Aug 2013

Service Owner - End User Support

University of Minnesota

Key Accomplishments

  • Identify personnel productivity issues for Line Manager to help improve customer service of Service Desk
  • Define and publish monthly Incident Management metrics for the Leadership Team
  • Participation in the HelpDesk Consolidation project team
  • Successful on-boarding of several colleges and units to the Consolidated HelpDesk
  • Mentored ITIL process owners
  • Led application development team and initiated SCRUM/Agile processes
  • Served as an escalation point for faculty, staff and public for various services
  • Successfully implemented call tree for Information Services
Jun 2010Aug 2012

Director Coordinated IT Services Unit

University of Minnesota

Led the Help Desk and Desktop Support teams for the Administrative units located on the Twin Cities Campus      •  Technology and Process Leader  •  Led teams to implement best practices for deployment and maintenance of desktop systems  •  Leveraged technology to maximize capacity and availability of systems  • Implemented preventive maintenance schedule for all systems to include patch management, desktop optimization, and error checking  •  Management of operating and capital budgets • Negotiated with upper-level management on Service Level Agreements

Key Accomplishments

  • Built Coordinated IT Services Unit from the ground up providing more effective and efficient support and reducing the risk to the University
  • Led Server Consolidation through VMWare environment maximizing system availability and lowering TCO by 65%
  • Led Administrative units' migration from GopherMail/UMCal to Google Apps enabling the University to save $2 - $3 million/year on email and calendars
  • Devises and manages Key Performance Indicators for Incident Management yielding more efficient and effective processes
  • Selected for the President's Emerging Leaders program
Sep 2006Jul 2009

I.T. Infrastructure Manager

Hennepin Healthcare Systems, Inc.

Led the server & network teams and managed the IT Infrastructure of a large urban Teaching Hospital and Level 1 Trauma Center and its satellite clinics  • Improved Network Infrastructure to support EPIC electronic health record implementation  • Led server consolidation via virtualization using VMWare  • Led Lotus Notes to Exchange migration  • Led network and server teams to implement best practices for deployment and maintenance of infrastructure to achieve maximum system availability  • Implemented remote monitoring of systems (Windows & UNIX) to achieve a more proactive environment  •  Leveraged technology to maximize capacity and availability of systems  • Implemented preventive maintenance schedule for all systems to include patch management, server optimization, and error checking  •  Managed an $11 million operating budget and a $3 million capital budget

Key Accomplishments

  • Led Server Consolidation through VMWare environment maximizing system availability and lowering TCO $20K/month
  • Managed Exchange migration from a hosted solution achieving ROI in less than 6 months and an annual savings of $1.1 million
  • Utilized tools to manage infrastructure to maximize availability and begin Capacity Planning
  • Completed Disaster Recovery plan and implemented procedures for switching to hot site operations
  • Implemented and managed Key Performance Indicators for Change Management and Incident Management yielding more efficient and effective processes
May 2004Sep 2006

Technical Support Manager

Bureau of Criminal Apprehension

Managed Help Desk and Desktop support and Server Infrastructure teams providing services to over 15,000 users • Researched and implemented technology to lower the TCO of the Desktop and Network environments • Designed and implemented Microsoft SMS site  • Interviewed and hired technical staff • Forecast and managed capital budget ($6.5M) • Performed process definition and improvement  • Collaborated with various business units to develop IT priorities  • Delivered effective presentations on IT to a wide-ranging audience  •  Designed and implemented a Unified Messaging solution  • Upgraded Remedy server solution  •  Designed and implemented a Wireless Data solution  •  Worked with IT business units to implement ITIL best practices in the Service Management arena

Key Accomplishments

  • Implemented Incident Management resulting in improved utilization of support resources and minimizing business impact of incidents
  •  Implemented Change Management resulting in greater productivity and fewer defective changes
  • Designed a Unified Messaging solution with ensuing cost savings and cost avoidance in the telecom department
  • Implemented a secure Wireless Voice/Data solution campus wide resulting in lowered TCO for the mobile workforce
Feb 1990Feb 2003

Technical Lead/IT Manager

Verizon Wireless

Technical lead in a fast-paced telecommunications and retail organization. Managed infrastructure for Network, Server and Desktop at over 50 locations in the Midwest.

Feb 1990Jun 1996

Desktop Support/Network Manager

US WEST Communications

1994 - 1996     Network Manager  

Managed Novell LANs at multiple locations. Provided support to 300+ clients in Minneapolis/St. Paul metro area and Salt Lake City.

1990 - 1994     Desktop Support

Provided Desktop support in a Macintosh/PC and Novell environment to clients in Phoenix, Tucson, and Albuquerque.




University of Minnesota-Twin Cities

Graduated with honors from University of Minnesota, Institute of Technology with a Bachelor's degree in Computer Science. Specialized in System Engineering with a minor in Mathematics.


“Vikki is a consummate professional who has an outstanding grasp of network administration principles and leadership. The teamwork and dedication that she inspired in her staff and peers has a lasting effect and she is a positive influence on those around her. Vikki supported the initiatives of the organization and understood the needs and importance of IT Security. She is willing to make the appropriate changes and do what is necessary to improve the overall security posture, even if it is an unpopular choice.”Collin Buechler, IT Security Lead, Hennepin County Medical Center

"Vikki was an impressive manager. Not only did she make coming to work fun, but she also got things done and kept up with the varied technical aspects of the job. She understood what everyone on her team was working on and knew how to communicate with the 'Layer 8' folks, providing her team with solid reinforcement, when needed." Angie Urtel,  Systems Analyst II, Hennepin County Medical Center

“…your staff paints a most respectful and loving picture of a manager and individual that they will miss very much. Thanks for all that you did for the medical center; you made a difference in a good way!”Reidun Hansen, Information Privacy and Security Director, Hennepin County Medical Center

 “Fixing things that aren't broken (and things that are) is a hallmark of Vikki's management style. As a group we wouldn't be achieving the kind of infrastructure uptime we do without her ability to build a team that fosters an attitude of not accepting "slap a bandage on it" fixes. Vikki encourages us to look at the big picture and determine what we need to create a permanent fix even when the process of doing so is involved and sometimes unpopular.”Brady Kittel, Systems Analyst II, Hennepin County Medical Center“Vikki transcends being a manager into being a leader. She works hard for her employees and the organization as a whole. She understands the need to communicate to further the organization and not just her immediate area. This is an uncommon trait and and makes working with Vikki on projects enjoyable. She is adept at seeing the big picture and the affects changes or other influences have in her area including the organization as a whole. I would relish being able to work with Vikki again.” Chris Secrest, IT Security Auditor, Hennepin County Medical Center“Vikki Auzenne is an exceptional IS Manager and an outstanding addition to our staff. She continues to provide outstanding leadership to the CJIS Help Desk and Desktop & Server Support groups as well as technical expertise as BCA’s Telecom Coordinator.    She has provided CJIS an excellent balance of hands-on technical skill and supervisory management.  Vikki has also brought to the BCA much needed expertise in Desktop Support.  Her knowledge in File and Print Server management, software deployment, and Microsoft Windows operating systems and Office products has brought some much needed stability to BCA’s desktop operations.”Kurt Augustin, IT Manager, Bureau of Criminal Apprehension “Vikki, I hate to see you go.  You have performed above and beyond the call of duty.  Thank you for your diligence and dedication. It was a pleasure working with you.”Jeff Luther, Special Agent in Charge, Bureau of Criminal Apprehension“Vikki is one of my favorite managers and she always has her act together, no matter what the challenge.”Gloria Heinz, Human Resources Director, State of Minnesota “…Under Vikki’s leadership, we went from being reactionary into proactive mode  and added many services as well. Under her management we added (in less than two years) SMS and many security functions to our domain. She quickly earned our trust, and loyalty. She holds to her word, she is not afraid of making decisions, and then holding to them. She is fair and understanding. She made working fun. Our productivity has skyrocketed, and the level of service has gone up with it. The level of expectation for services went up with our users so that we can barely keep up.”Jonathan Rosenberg, Desktop & Server Support, BCA“I am a very lucky person to have had Vikki as my lead. In the confusion of a large company merge, she gave me clear objectives and excellent technical advice, while keeping a strategic vision for the company’s IT department.”Matt Korpi, IT Support, Verizon Wireless


Served in the U.S. Army • Stationed in Seoul, Korea • Honorable Discharge with rank of Specialist Five


Analytical, multifaceted Information Technology leader with over 20 years of in-depth experience leading IT operations to provide superior technical support and excellent customer service in areas including: Wide Area Networking, Local Area Networking, Server and Desktop Support, and Service Desk. Experienced in mapping long-term strategic plans to more closely align business and Information Technology. I am a proactive, customer-focused advisor with a thorough knowledge of IT Infrastructure, demonstrated attention to both client and corporate goals, and a history of pursuing and achieving excellence.

Areas of expertise:

Long-term Strategic Planning  • Process Improvement  • Negotiations • KPI Management •Operational and Capital Budget Creation and Management • Technical Project Management  •

ITIL Implementation  • Disaster Recovery • Wireless Voice/Data • Unified Messaging Solutions •

Microsoft Active Directory • Microsoft Windows Server Technology • UNIX/AIX/Linux Systems • 24 x 7 Data Center Operations • Cisco Networking Infrastructure  • Storage Area Network technology  •  Change Management • Configuration Management  •  IT Security • Incident Management • Business Process Modeling

Technical Training

  • Supporting Windows 95                                                      
  • Supporting NT Server 4.0 in the Enterprise                        
  • Cisco CCNA/CCDA BootCamp                                          
  • Supporting Windows NT 4.0 – Core Technologies              
  • Microsoft Visual Basic Scripting                                        
  • Internetworking MS TCP/IP on Windows                            
  • Creating and Configuring a Web Server                           
  • Upgrading Support from NT 4.0 to Windows 2000             
  • Designing a Win 2000 Networking Infrastructure              
  • Designing a Win 2000 Directory Services Infrastructure
  • Managing Microsoft Systems Management Server 2003
  • Domino Messaging Administration
  • Securing Intranets with Border Manager
  • Building Scalable Cisco Networks
  • Troubleshooting Group Policies
  • Managing Small Projects
  • Project Management for IT Professionals
  • IT Infrastructure Library Practitioner’s Certification
  • Iterative Project Management
  • Six Sigma Lean Process Improvement
  • Master's Certificate in Green Belt Six Sigma
  • SCRUM/Agile Methodology


Health and Wellness, Fitness, Hiking, Tennis, Baseball, Travel, Cooking.

Brief Bio

Vikki Auzenne is an IT executive with extensive experience in creating strategies and plans that define IT operational excellence. Her broad industry experience includes telecommunications, retail, healthcare, and service organizations. With strong security, risk management, and compliance expertise, coupled with in-depth experience in building and managing enterprise infrastructures, she offers a composite of technical expertise, business knowledge, and relationship management skills essential in ensuring the position of IT services as a key partner in driving company success.

Ms. Auzenne currently holds the position of Information Technology Manager at the University of Minnesota. With her diverse and in-depth background in all elements of IT, she was well prepared for the challenge of implementing a new service unit to provide desktop support to the administrative units at the Univesity. Additionally, she provides formal structures, policies and procedures into supporting 2000 (and growing) employees on the Twin Cities campus. The unit she has established will be a key to reducing the University's risk and will be a model of providing efficient and effective computer support. In the first year, she quickly assessed the current conditions and built a roadmap to lead her team into more efficient processes. She devised a standard Service Level Agreement and negotiates with high-level management regarding the services her unit provides. Her organizational efforts have included establishing formal operational processes based on the ITIL framework and accepted industry practices. Her function is viewed as essential to progress, and she works closely with functional managers and senior executives to successfully manage change and expectations.

In addition to her technical accomplishments, Ms. Auzenne is adept at building and leading highly productive technical teams. Under her leadership, the server/network teams at Hennepin were transformed from reactive, vendor dependent technicians, into proactive, highly-skilled technicians who were more than capable to carry out the strategic plans she developed. The upgrading of their skills had the effect of lowering the departmental operating costs for vendor support of mission critical systems by 80 percent. At the University of Minnesota, she is similarly building a highly productive team.

Ms. Auzenne earned a BCompSci. concentrating in computer engineering from the University of Minnesota. She is a certified Six Sigma Green Belt and holds several ITIL-related credentials. In addition, she is working on her CISSP and PMP certifications.