"His passion and strength is his process-orientation. He has served as the Process Engineer for Incident Management and Service Desk Functional Processes. Earlier this year, he transitioned to Process Engineer for Knowledge Management. He has shared his experiences of our IT knowledge tool with our business areas increasing awareness and functionality. The lessons learned and test cases have been invaluable in assisting the business area in the selection of an Enterprise tool. He was also a key contributor on two projects to redirect workload from our traditional phone channels. He assisted with the implementation of both Click-to-Chat and Fix-it-Tool (our automation/self-healing tool). He also led the effort to upgrade our knowledge tool for the Service Desk. Marc's contributions are numerous and have led us to our next level of maturity."
“Congratulations to Marc Thomas, USAA, for being named the 2011 HDI San Antonio Analyst of the Year!”
The “2011 HDI San Antonio "Analyst of the Year” was truly enjoyed by all in attendance. This was a great time to get away for an hour, relax, be pampered, connect with San Antonio area support leaders and show our appreciation to our IT Support Analysts. The food and celebration were great. Listening to the accolades bestowed on each nominee was a very powerful and moving experience that truly elevated the event.
Marc, good luck in the HDI Regional competition!