Ohma Eddie
Charlotte,NC
Summary
IT professional leveraging analytical skills to support strategic business initiatives. Expertise in leading technology changes that optimize operations and enhance cross-department collaboration, ensuring alignment with organizational goals.
Overview
25
25
years of professional experience
Work History
Business Analyst
Wells Fargo
Charlotte, North Carolina
11.2022 - 05.2026
- Collaborated with business and technology teams to align support with operational policies.
- Recommended improvements for support functions through analysis and leadership guidance.
- Developed targeted communications on new technologies impacting risk and compliance processes, ensuring organization-wide clarity.
- Organized high-level staff meetings with 200 participants to discuss technological changes and provide essential training.
- Utilized generative AI tools (Copilot & Google Agentspace) to streamline research and content drafting, boosting productivity.
- Created and updated internal team sites via SharePoint Online to enhance collaboration across departments.
- Researched complex operational and strategic initiatives, applying analytical skills to support organizational strategy.
- Served as I-9 authorized representative, verifying new hire documents for compliance with federal regulations.
Technology Operations Analyst
Lowes
Mooresville, North Carolina
09.2021 - 10.2022
- Tailored support for HR department and mid-level leadership, improving user experience and satisfaction.
- Installed, repaired, maintained, upgraded, and troubleshot end-user workstations and devices.
- Tracked and documented service requests and resolutions in incident management system to maintain accurate records.
- Provided IT and AV support for multiple virtual training sessions using MS Teams.
- Collaborated with third-party vendors to initiate essential services, ensuring seamless operational continuity.
- Conducted quality assurance testing for software and hardware.
- Managed and processed MAC requests to achieve timely updates for user configurations, minimizing downtime.
- Imaged and configured both new and existing equipment efficiently.
IT Systems Engineer / Desktop Analyst
Bayview Loans
Charlotte, North Carolina
07.2021 - 09.2021
- Installed, troubleshot, and configured software, hardware, network, and accessory equipment.
- Resolved escalated technical issues for service desk personnel through advanced troubleshooting support.
- Configured and deployed laptops and desktops to enhance user accessibility and operational efficiency.
- Provided remote assistance to off-site users, effectively resolving technical issues.
- Supported major system outages by restoring services promptly and minimizing downtime.
- Ensured timely completion of SLAs, maintaining high service quality and user satisfaction.
- Collaborated with IT teams and vendors for project information and site surveys.
- Provided executive support for top-tier executives, including VPs and SVPs.
Lead IT Systems Engineer
White Plains Hospital
White Plains, New York
07.2019 - 06.2021
- Configured, deployed, and provided production support for applications to enhance system reliability.
- Directed workflow of IT systems engineers to build and maintain rapidly expanding infrastructure.
- Oversaw functional support for IT systems engineers managing critical applications like Meditech and Epic.
- Participated in weekly meetings with project management teams to address IT requirements and support initiatives.
- Installed, configured, tested, and maintained operating systems and infrastructure to ensure optimal performance.
- Managed installed systems using asset management tools to catalog assets and ensure system availability.
- Coordinated communication between vendors and IT personnel for proper configuration of hardware and applications.
- Administered Active Directory for user account management, including password resets and workstation configurations.
Field Tech Manager
NTT DATA
NY, NY
01.2016 - 06.2019
- Over three years of experience in field services management.
- Managed onsite technicians, ensuring contractual obligations met and SLA compliance achieved.
- Planned and directed service delivery and technology initiatives, aligning with organizational goals.
- Led technical aspects of projects, ensuring timely completion of all project goals.
- Held daily meetings with management to monitor escalations and analyze ticket metrics for improvement.
- Conducted weekly staff briefings, facilitating operational workflow improvements and team efficiency.
- Evaluated customer feedback, fostering stronger relationships and enhancing overall service quality.
- Developed knowledge base articles for technician troubleshooting reference.
Team Lead / Senior Field Technical Analyst
DELL
New York, New York
10.2011 - 01.2016
- Coordinated hardware operations and personnel migration for AIG client relocations, ensuring smooth transitions.
- Streamlined operational processes by leveraging five years of field technician experience.
- Handled service orders, information requests, and technical inquiries from clients to ensure timely support.
- Configured, troubleshot, and installed software applications on devices, enhancing user experience and functionality.
- Analyzed data to identify issues impacting performance metrics and productivity levels.
- Facilitated collaborative problem-solving initiatives to resolve challenges in assignment area.
- Assisted in planning, implementing, and maintaining departmental technology objectives.
- Maintained comprehensive documentation in compliance with policies and regulatory standards.
Senior Technical Analyst
DELL
New York, New York
04.2009 - 09.2011
- Led technical managed services for over two years, achieving compliance with Citi standards and enhancing service delivery.
- Converted 200 machines to new OS platform during DSI integration project, enhancing system compatibility.
- Led reclaiming and disposing of 900 equipment pieces during MSSB migration initiative, optimizing asset management.
- Coordinated relocation project, moving 120 users to new facility with minimal disruption to daily operations and maintaining productivity.
- Managed user accounts in Active Directory and WebAdmin platforms to ensure secure access and streamlined user experience.
- Utilized in-house ticketing system to identify and troubleshoot software issues.
- Evaluated hardware failures for workstations, laptops, and printers to determine repair needs.
- Maintained server security by updating and monitoring McAfee antivirus software.
Technology Consultant / Level II Tech Support
MPL Systems
New York, New York
03.2005 - 04.2009
- Acquired over four years of Level II technology support experience, focusing on desktop and Windows Server systems.
- Oversaw branch server and workstation operations, validating, deploying, re-imaging, and implementing backups.
- Facilitated upgrades for 500+ Citigroup branches from NextGen 3.0 to NextGen 4.0.
- Conducted pilot software upgrades and testing to ensure precise validation of new packages.
- Maintained accurate workstation inventory and verified user access across all branches to support operational integrity.
- Created user accounts in Windows 2000 Server within Active Directory.
Systems Operations Assistant
Universal MCCANN
New York, New York
12.2000 - 03.2005
- Gained five years of systems support experience.
- Uploaded Excel files to McCann-Erickson intranet, improving employee access to critical data.
- Researched database change inquiries, delivering timely information to stakeholders.
- Updated and edited financial inquiries in AS/400 and DDS systems.
- Performed software testing for Donovan and AS/400 on a version basis.
- Liaised between McCann offices on DDS and AS/400 system issues, facilitating effective communication and resolution.
Education
Bachelor of Science - Computer Science (CIS)
Saint Peter's University
Jersey City, NJ05-2000
Skills
- Project management
- CRM expertise
- ITIL and ITSM knowledge
- Excel proficiency
- Office 365 proficiency
- Microsoft Teams expertise
- Active Directory knowledge
- Group policy understanding
- Operating systems knowledge
- AI literacy
- Virtual collaboration skills
- Problem solving
- Critical thinking
- Planning and management
- Leadership and team building
- Creativity and innovation
- Technology presentation skills
- Verbal communication skills
- Written communication skills
Timeline
Business Analyst
Wells Fargo
11.2022 - 05.2026
Technology Operations Analyst
Lowes
09.2021 - 10.2022
IT Systems Engineer / Desktop Analyst
Bayview Loans
07.2021 - 09.2021
Lead IT Systems Engineer
White Plains Hospital
07.2019 - 06.2021
Field Tech Manager
NTT DATA
01.2016 - 06.2019
Team Lead / Senior Field Technical Analyst
DELL
10.2011 - 01.2016
Senior Technical Analyst
DELL
04.2009 - 09.2011
Technology Consultant / Level II Tech Support
MPL Systems
03.2005 - 04.2009
Systems Operations Assistant
Universal MCCANN
12.2000 - 03.2005
Bachelor of Science - Computer Science (CIS)
Saint Peter's University