Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

ERIC WAITHE

Richmond Heights,Ohio

Summary

Technical professional with solid foundation in analyzing and optimizing technical systems. Proven track record in delivering impactful solutions and driving operational efficiency. Highly collaborative team member focused on achieving results and adapting to evolving project requirements. Proficient in system troubleshooting and data analysis, with keen eye for detail and problem-solving.

Overview

41
41
years of professional experience
1
1
Certification

Work History

Senior Technical Analyst

Ohio Savings Bank
05.2000 - 04.2025
  • Analyze and resolve problems related to desktops, voice and email servers, remote access products and PC applications and escalate to next level if needed.
  • Maintain log of incoming calls and prepare reports.
  • Utilize problem management database and Help Desk system.
  • Reinstalling applications on user desktops.
  • Document new hardware and software procedures.
  • Responsible for updating the lead messages when problems occur with the network.
  • Prepare Crystal reports to other departments on outstanding cases.
  • Maintaining 75-percent first-call resolution with the clients.
  • Assist in the training of new Technical Analysts.
  • Spearheaded efforts to improve collaboration between technical analysts and other departments, fostering a culture of knowledge sharing and mutual support.
  • Streamlined technical processes by identifying inefficiencies and implementing improved solutions.

Help Desk Analyst

National City Bank
11.1999 - 05.2000
  • Serviced customers over the phone from various departments and branches. Responsible for resetting servers, passwords and connecting printers for customers.
  • Utilized Infoman and Tivoli for customer problems. Maintained a 65-percent first-call resolution. Worked on network and mainframe software.
  • Updated customer information and initialized customer research requests on previous calls.
  • Handled high-call volume through time-management skills and efficient resolution of customer problems.

Senior Mutual Fund Reconciler

- 11.1999
  • Responsible for processing daily accrual funds, including income payments, both cash and reinvestments; also verified and input daily rates.
  • Researched and resolved out-of-balances as they occurred between mutual fund companies and trust system.
  • Balanced in-house accounts and prepared PC reports for management.
  • Reviewed statements and made necessary adjustments to appropriate accounts via purchase or sale of mutual funds.

Assistant Supervisor

Teachers Insurance Annuity Association College Retirement Equities Fund (CREF)
01.1989 - 01.1995
  • Company Overview: TIAA-CREF is a 286 billion-dollar pension fund. One of the nation’s largest.
  • Trained, scheduled, assigned and supervised 9 support staff in all aspects of daily operations; evaluated performances and provided positive feedback. Utilized excellent interpersonal communication skills to train and motivate.
  • Conducted interviews and participated in the employee selection process.
  • Functioned as liaison to other units; troubleshooting complex / sensitive problems; recommended appropriate actions and improvements to processes and procedures.
  • Maintained control of workflow; consistently met quarterly and year-end closing deadlines; implemented quality control procedures.

Senior Premium Adjustment Reviewer

01.1988 - 01.1989

Adjustment Assistant II

01.1984 - 01.1988

Education

Associate of Arts - Information Technology

University of Phoenix
Tempe, AZ
07-2018

Skills

  • Strong analytical, communication and problem-solving skills
  • Self-motivated, determined and enthusiastic, able to organize multiple tasks and meet deadlines
  • Enjoy working in a team environment
  • Effective communication
  • Statistical modeling techniques
  • IT infrastructure
  • Cross-functional team collaboration
  • Technical documentation writing
  • Quality assurance processes
  • Network analysis
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Organizational skills
  • Team collaboration
  • Active listening
  • Adaptability and flexibility
  • Decision-making
  • Relationship building
  • Team building
  • Task prioritization
  • Self motivation
  • Interpersonal skills
  • Client relations
  • Analytical thinking
  • Goal setting
  • Professionalism
  • Interpersonal communication
  • Professional demeanor
  • Quality assurance
  • System testing
  • Problem-solving aptitude

Certification

  • Cisco Certified Network Associate, 2003
  • Certified Novell Administrator, 2000
  • Certified Help Desk Analyst, 2004

Timeline

Senior Technical Analyst

Ohio Savings Bank
05.2000 - 04.2025

Help Desk Analyst

National City Bank
11.1999 - 05.2000

Assistant Supervisor

Teachers Insurance Annuity Association College Retirement Equities Fund (CREF)
01.1989 - 01.1995

Senior Premium Adjustment Reviewer

01.1988 - 01.1989

Adjustment Assistant II

01.1984 - 01.1988

Senior Mutual Fund Reconciler

- 11.1999

Associate of Arts - Information Technology

University of Phoenix

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