Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
References
Timeline
Generic

Chris Thomas

Chicago

Summary

Results-driven IT Process Improvement Analyst with extensive experience at Stericycle, specializing in data analysis and process enhancement. Proven track record in cross-functional collaboration and utilizing SAP Signavio to identify efficiencies, significantly reducing problem tickets. Recognized for exceptional customer service and innovative solutions that elevate team performance and operational outcomes.

Overview

19
19
years of professional experience
5
5
Certification

Work History

IT Process Improvement Analyst Sr.

Stericycle
07.2013 - 04.2025
  • Analyze Data Process flow through SAP Signavio and ServiceNow reporting
  • White Glove ELT Team for all mobile and application setup at the end-user level
  • Assist in updating KBA’s as needed
  • Assist any new roll out and improve on any processes for said roll out
  • Deep dive into issues unresolved from Tier 2 IS Support
  • Reduce number of Problem tickets through the year
  • Tools/software for troubleshooting and Data Analysis: SAP Signavio Suite, ServiceNow, MS O365 Planner, Teams Groups, Azure Admin Portal, Azure InTunes Portal, O365 Admin Center, AWS, Lansweeper, MS AD(active directory), SAP SuccessFactors, SAP GRC, CUCM (Cisco Unified Communication Management), Postman, TeamViewer
  • Identified and analyzed process improvement opportunities to drive efficiencies in business operations.
  • Researched and led investigations into various areas to drive improvements and devise new processes.
  • Communicated regularly with senior management about progress on ongoing projects.
  • Provided cross-functional support and recommended project process improvements.
  • Conducted research to identify best practices for process improvement initiatives.
  • Analyzed workflow and production, reviewing customized value stream mapping data to ascertain areas for improvement.
  • Performed data analysis on existing systems and processes, identified gaps between current state and desired future state, and developed appropriate corrective actions.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Recognized by management for providing exceptional customer service.
  • Managed household errands and other essential duties.

IS Support Specialist Tier 2

Stericycle
Chicago
07.2013 - 03.2023
  • Support all North American and Canadian end-user troubleshooting.
  • SCCM/MDT: Re-image laptops, desktops, and profile with all applications.
  • OS / Software: Troubleshoot Windows Vista, Windows 7, Windows 10, Microsoft Office suite 07/10/13/16, Intermec/Honeywell PDTs; Cisco VPN Client; Cisco Jabber Soft Phone; Cisco IP Communicator; Avaya end-user phone systems; Cisco Desk Phones; IE; Edge; Chrome; Firefox; Adobe Reader; Java; MAAS360; iPhone; Samsung Android; iPad; install and map network printers to the network; map network drives; troubleshoot all end-user systems; troubleshoot network facility connectivity; install VBM (Visual Board Monitors) to the network; use Trend Anti-virus, Malwarebytes, Cobian Backup, Code42 Backup System, OneDrive, and Intune.
  • Use TeamViewer, LogMeIn, Webex, and SCCM remote assistance for remote troubleshooting.
  • MS Active Directory Server 2008/12, RDC to servers, ServiceNow ticketing system; access Century Link Admin site to monitor site outages. Utilize the O365 Admin Center, Azure Portal, and Azure Intune Admin.
  • Monitor BAM (Business Assisted Monitoring) for PDT's Road Net Real-Time Environment and Mobi-Control.
  • Assist via inbound phone calls, emails, chat, and walk-ups; provide Help Desk support for a large office and one medium office.
  • Maintain two Chicago facilities as on-location Help Desk Support.
  • Maintain asset equipment, laptops, desktops, and all peripherals for two site offices.
  • Maintain temp/badge inventory.
  • Assist in the coordination of training PC setups and processes, and provide guidance to junior members of the team on best practices.
  • Responsible for the backup phone for network outages.
  • Installed and performed minor repairs to hardware, software or peripheral equipment. Specifically, HP and Dell PCs.
  • Create user accounts in Active Directory, as well as Exchange Server accounts, as part of the role in Access Management.
  • Utilize CUCM (Cisco Unified Communications Manager) to create and assign phone numbers to Cisco IP desk phones.
  • Create accounts in the Microsoft AX system.
  • Manage the Uniflow system for end users to use secure printing on Canon printers and scanners.
  • Configure equipment for employee utilization, verifying the correct installation of cables and peripherals, and the functional operating system or software.
  • Responded to user inquiries about hardware and software, explaining features and resolving questions.
  • Analyzed computer issues, identified root causes, and implemented solutions.
  • Identified and resolved issues to maintain connectivity and minimize downtime.
  • Maintained positive working relationship with fellow staff and management.
  • Collaborated with internal teams to resolve escalated customer queries quickly.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Documented customer interactions and contact information into company database.
  • Maintained up-to-date knowledge of software and technical developments through reading and training.
  • Assisted in the development of user training materials and FAQ documents.
  • Documented customer inquiries and resolutions in a ticketing system.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Tested new software releases prior to deployment in production environment.
  • Evaluated existing processes and procedures for potential areas of improvement.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Troubleshot hardware and software problems on Windows and Mac OS platforms.
  • Ensured compliance with company policies regarding security protocols.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Global IT Service Desk

Abbott Laboratories
N. Chicago
06.2012 - 07.2013
  • Assist with password resets using tools such as P-Sync, assist with the set up of Blackshield CryptoCard for VPN, Cisco Anyconnect Client, multiple web application password resets and SAP password resets
  • Work with Active Directory, EIDM (Enterprise Information Directory Management) BMC Remedy ticketing system
  • Map drives, trouble shoot MS Outlook 07 and 10, Lotus Notes, Windows 7 and Windows XP OS
  • Directed tickets to the appropriate support groups
  • Assist Wi-Fi set up and trouble shoot with Dell Wireless application
  • Assist with installation of local Printer and Multi-Function-devices
  • Assist with installation of Airwatch on ipad and iphone
  • Assist with usage of iphone and blackberry
  • Assist with Internet Explorer browser
  • Assist with installation of software and repair

IT HelpDesk

Valcom / Computer Professional Center (Grainger)
Niles
06.2011 - 06.2012
  • Assist users with password resets using GPass/iManager, Cisco Anyconnect VPN Client, RSA SecurID set up, mapping drives, Office 2007/11, SAP
  • Work with: Altiris, Novell, Windows XP, Windows 7, Iron Mountain(Connected Backup PC), MS Office 07 and 10, local and network printers(using GPAT for remote network printer assistance) Microsoft Exchange Console
  • Wi-Fi set up and assistance for laptops and tablets, Intel Proset Wi-Fi, HPconnection manager, VZaccess manager
  • Ticketing systems used: HP Openview ticket application (CMDB)
  • Assist user remotely via MS Office Communicator 2007 and Carbon Copy
  • Assist users with mobile phones: (iPhone, Blackberry) assisting with installing Mobile Iron with company e-mail accounts on iPhone
  • Re-image PDTs

Customer Service Representative

Dyson
Chicago
09.2006 - 06.2011
  • Assist customers with the operation and details of the product before and after purchase
  • Answer questions involving the Airblade hand dryer to assist sales and marketing
  • Explain any current sales promotions to customer inquiring information on Dyson vacuums or accessories
  • Updated databases with new and modified customer data.
  • Developed strong customer relationships to encourage repeat business.
  • Developed positive relationships with customers through friendly interactions.

Customer Liability Liaison Team

Dyson
Chicago
01.2006 - 01.2011
  • Organize and compile data for review to a claim committee and deliver the determination and vacuums back to the customers in a timely fashion
  • Manage filing and faxing
  • Create data sheets using MS excel 2003
  • Use MS excel to created pull downs for perspective claim liaison members to be assigned to customer’s claim
  • Created links inside spreadsheets to assist in documentation of customer claim
  • Maintain spreadsheet updates
  • Train employees for Liability Liaison Team
  • I acted as a resource to assist in the development of Safety and Liability Liaison Team
  • Use Microsoft Outlook, Excel, Word and Power Point to manage and present safety and liability claims

Education

Bachelor of Science - Information System Security

ITT Technical Institute
Prospect Heights, IL
03.2011

Bachelor of Arts - Broadcast communications, Marketing

Western Illinois University
Macomb, IL
05.2001

Skills

  • Data analysis
  • Process improvement
  • SAP Signavio
  • ServiceNow
  • Cross-functional collaboration
  • Customer Service
  • Effective Communication
  • Analyzing Business Processes
  • Multifactor Analysis
  • Improve Procedures
  • Process Optimization

Certification

  • CompTIA A+ Certified
  • CompTIA Net+ Certified
  • CCENT
  • CCNA
  • Certified Process Data Analyst - SAP Signavio

Accomplishments

  • Given Stericycle's award in 2014 for being "Committed to our Core Values"

References

References available upon request.

Timeline

IT Process Improvement Analyst Sr.

Stericycle
07.2013 - 04.2025

IS Support Specialist Tier 2

Stericycle
07.2013 - 03.2023

Global IT Service Desk

Abbott Laboratories
06.2012 - 07.2013

IT HelpDesk

Valcom / Computer Professional Center (Grainger)
06.2011 - 06.2012

Customer Service Representative

Dyson
09.2006 - 06.2011

Customer Liability Liaison Team

Dyson
01.2006 - 01.2011

Bachelor of Science - Information System Security

ITT Technical Institute

Bachelor of Arts - Broadcast communications, Marketing

Western Illinois University

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