Summary
Overview
Work History
Education
Skills
Timeline
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Candi Jeter

Greensboro,NC

Summary

Team Lead Technical Analyst with 6 years IT customer facing, problem solving for university clients. Responsible for a team of 15+ Tech Analysts who provide campus wide technical support to students and faculty. Experienced with project management, analyzing business needs and procedures focused on ITSM implementation and customer success

Overview

6
6
years of professional experience

Work History

Tech Analyst Team Lead

University of North Carolina
05.2021 - Current
  • Lead team of 15 tech analysts in providing IT client services to students and faculty.
  • Point of escalation for Customer Service Resolution.
  • Proficient in ServiceNow Incident Response and Student Tech Analysts operations.
  • Foster employee development, communication skills and customer service success goals for the
    team.
  • Defined program-level goals and resource plans in coordination with Network Enterprise, Classroom Technology, Computer & Hardware Procurement, Service Center and Service Desk and senior staff.
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact
  • Assessed incident priority based upon impact to business and escalated issues as necessary
  • Gathered data from incidents that had been remedied for careful review and analysis to prevent future events
  • Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies
  • Communicated regularly with customers concerning data exchange and technology integration

IT Voice Services Tech Analyst

University Of North Carolina At Greensboro
05.2017 - 05.2021
  • Client assessment for IT, voice service and communication needs.
  • Provided needed solutions to help solve IT related problems.
  • Suggested needed products and equipment for customer productivity.
  • Created Estimates based on chosen products and services.
  • Followed up with clients and provided needed product and service adjustments.
  • Kept track of equipment inventory across campus and produced annual reports and billing statements.
  • Assisted with tasks related to support of client voice transition as well as day to day support of existing projects.
  • Managed personal wireless communications services for clients

Education

Ed.S Higher Education Administration -

Walden University
Minneapolis, MN
12.2013

Masters of Adult Learning and Higher - Administration

North Carolina Agricultural And Technical State University
Greensboro, NC
05.2008

Bachelor of Science - Communications

University of North Carolina
Greensboro Greensboro, NC
05.2006

Skills

  • Incident Management
  • Project planning and development
  • G Suite
  • Convey concepts patiently and effectively
  • Foster relationships with customers, stakeholders and vendors
  • Advanced problem solving
  • Business process re-engineering
  • Advanced understanding of ServiceNow software
  • Technical Support
  • Budgeting
  • Procedure development
  • Microsoft Active Directory
  • New product introductions strategies
  • Software system transitions
  • Microsoft Office Suite
  • Needs assessments
  • Staff Management
  • Workflow Analysis

Timeline

Tech Analyst Team Lead

University of North Carolina
05.2021 - Current

IT Voice Services Tech Analyst

University Of North Carolina At Greensboro
05.2017 - 05.2021

Ed.S Higher Education Administration -

Walden University

Masters of Adult Learning and Higher - Administration

North Carolina Agricultural And Technical State University

Bachelor of Science - Communications

University of North Carolina

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Candi Jeter