Business Systems Analyst Sr. - CIBC (Canadian Imperial Bank of Commerce) - Chicago, IL
(2025-07 - 2026-07)
- Used MS Visio to create workflows presently used across the bank.
- Utilized MS Excel to build and maintain progress charts.
- Used Jira/Confluence to create work instructions in ITILv4 format for HAM/SAM activities.
- Utilized SharePoint as a central repository for documenting processes.
- Created sample ServiceNow custom reports to strengthen ITAM auditing.
- Leveraged Navvia for instructional and training purposes.
- Used a ServiceNow instance to demonstrate practical use cases.
- Collaborated with stakeholders to create use cases and client process documentation, streamlining current procedures with Visio-diagrammed workflows.
- Conducted research on current processes and engaged stakeholders across IT Support, Procurement, Infrastructure, and Network teams to build more streamlined processes.
Senior IT Process Improvement Analyst - Stericycle - Chicago, IL
(2023-03 - 2025-04)
- Addressed recurring operational inefficiencies and unresolved tickets across support systems.
- Scrutinized workflows and implemented strategies to streamline IT processes and reduce support costs.
- Engineered automated data pipelines using SQL and JSON/AVRO to migrate legacy support data, improving report generation speed and enabling more data-driven process adjustments.
- Achieved a substantial reduction in problem tickets year-to-date by optimizing end-user support flows and automating routine escalations.
- Collaborated with cross-functional teams and executive leadership to ensure seamless application rollouts with white-glove service.
- Authored and maintained a comprehensive library of knowledge base articles (KBAs), increasing Tier 1 support accuracy.
- Led root cause analyses on Tier 2 escalations, resolving recurring issues and improving ticket close rates.
- Regularly communicated project updates to senior leadership, ensuring alignment with business process development goals.
- Identified key improvement areas through workflow mapping in SAP Signavio (BPMN), contributing to a meaningful uplift in operations by surfacing inefficient workflows.
- Presented visual business performance metrics using SAP Signavio, providing a consistent, easy-to-understand format for standing process reviews.
- Stayed current on emerging technologies such as SAP Signavio to support continuous improvement.
- Developed checklists for recurring problems and used MS Planner for stakeholder and documentation management.
- Worked autonomously to collate and map workflow processes.
- Used MS Visio, Excel, and Word for process design.
- Used PowerPoint to update quarterly fiscal-year metrics.
IT Support Analyst - Stericycle - Chicago, IL
(2013-07 - 2023-03)
- Supported IT operations across North America and Canada amid high ticket volumes and user dissatisfaction.
- Provided effective end-user support for enterprise applications such as MS Teams, Office 365, and Azure Authenticator, while contributing to infrastructure upgrades and onboarding/offboarding.
- Performed administrative tasks such as imaging and re-imaging and configuring laptops and desktops using SCCM/MDT; managed device provisioning for multiple office moves with proficiency across Windows 7, Windows 8, Windows 10, XP, and Vista setups and troubleshooting.
- Performed root cause analysis, reducing average resolution time and improving customer satisfaction scores.
- Leveraged Active Directory, ServiceNow, and SaaS tools such as Office 365 Admin Center, Office 365 email servers, LanSweeper, and Azure to troubleshoot and resolve technical issues.
- Used collaboration tools such as TeamViewer, MS Teams, and Cisco Webex.
- Created a large library of custom KBAs in ServiceNow to standardize Tier 1/2 support and reduce training time.
- Supported and trained team members in advanced troubleshooting using available resource tools.
- Coordinated training PC setups and processes, and guided junior members and management on best practices.
- Worked with vendors and technicians to resolve hardware and software issues.
- Conducted research and data analysis to support strategic planning and informed decision-making.
- Partnered with IT and Network teams during major outages to minimize downtime across multiple office locations.
- Maintained a well-organized inventory and conducted audits across a large asset base, ensuring full compliance during quarterly audits.
- Performed upgrades on inventoried equipment.
- Worked independently, providing cross-functional, face-to-face support at multiple locations across the Chicago area for employees at all levels in fast-paced environments, maintaining an ambitious, energetic demeanor.
- Received a core values award recognizing exceptional customer service.
- Maintained solid knowledge of advanced printer and peripheral device troubleshooting.
IT Service Desk Analyst - Abbott Laboratories - Chicago, IL
(2012-06 - 2013-07)
- Supported a large user base with VPN access (Blackshield CryptoCard), password resets, and application support.
- Used BMC Remedy and Active Directory for incident tracking and account provisioning.
- Mapped drives, configured Outlook, and resolved connectivity issues across XP, Windows 7, and Windows 10 environments.
- Provided remote troubleshooting via Dell Wireless Tools and coordinated printer and MFD installations.
- Enhanced VPN and remote access onboarding processes, significantly reducing setup time.
IT Help Desk Analyst - Valcom / Computer Professional Center (Grainger) - Niles, IL
(2011-06 - 2012-06)
- Supported SAP, Office, VPN, and mobile device setups (iPhone, BlackBerry) using MobileIron.
- Used HP OpenView CMDB to track incidents and asset relationships.
- Delivered remote desktop support using MS Office Communicator and Carbon Copy.
- Decreased printer support tickets by automating network printer installations via GPAT.
Customer Success Liability Coordinator - Dyson - Chicago, IL
(2006-09 - 2011-06)
- Coordinated claim committee reviews and documented outcomes for product liabilities.
- Developed an Excel-based tracking system with automated pull-downs and links, significantly reducing claim handling time.
- Trained new team members and served as a key resource in developing Dyson's internal safety and liability processes, demonstrating strong communication skills.
- Supported high-volume customer service inquiries, contributing to repeat sales growth.
