Jaeland Lawson

Lexington,KY

Summary

Systems Analyst with 8+ years of experience in technical support, database administration, and data-driven troubleshooting across enterprise IT environments. Serves as primary client point of contact, resolving complex issues by analyzing SQL Server data, system logs, and infrastructure configurations to identify root causes. Recognized for strong analytical problem-solving and communication skills, bridging technical solutions with business needs in fast-paced environments.

Overview

years of professional experience

Work History

Data Analyst /Senior Technical Support Specialist

Aderant

Lexington, KY

09.2022 - Current

Write and optimize SQL queries to extract, validate, and reconcile data across multiple systems and databases
Maintained data integrity across Accounts Receivable, Accounts Payable, Billing, and General Ledger systems throughout the full financial workflow cycle.
Assisted in reconciling AR/AP aging reports against GL balances, flagging and resolving variances before financial close.
Support product and engineering teams by providing data-driven recommendations for feature improvements and bug fixes
Maintain data accuracy across CMS, KB, and case management systems through regular audits and reconciliation processes
Automate recurring reporting processes to improve efficiency and reduce manual data-pulling time.
Coordinate cross-functionally with QA, development, and implementation teams to prioritize and resolve high-impact support cases
Maintain and update internal knowledge base articles to reflect newly identified issues, workarounds, and permanent fixes
Analyze support ticket trends to identify systemic issues, informing product improvement recommendations to engineering leadership
Translate technical data findings into clear, actionable insights for non-technical stakeholders and client
Conduct root cause analysis on recurring data discrepancies, partnering with engineering to implement long-term corrections
Monitored data feeds between billing systems and GL to identify failed transactions, mapping errors, or missing entries.

Technical Support

Kaiser Permanente

Atlanta, GA

02.2022 - 09.2022

Managed user accounts and ensured secure access using Active Directory.
Conduct user acceptance testing and provide support during the implementation of new systems.
Designed and maintained system documentation for internal knowledge base articles, streamlining end-user support and reducing resolution time
Managed escalated customer concerns effectively, demonstrating strong problem-solving skills in high-pressure situations.
Partnered directly with clients to identify reported issues, systematically diagnose root causes, and drive resolutions to completion
Managed and executed data fixes, SQL updates, and stored procedure installations across production databases to resolve system issues and maintain data integrity.

Product Support

Asurion

Nashville, TN

10.2018 - 01.2022

Resolved escalated technical issues from Tier 1 support, including network connectivity, device configuration, and account-level service disruptions
Investigated billing and account discrepancies tied to plan changes, device financing, and service activations, coordinating with billing teams for resolution
Utilized internal CRM and ticketing systems to track case history, ensuring accurate documentation for SLA compliance and quality audits
Tested and validated new device releases and firmware updates prior to customer rollout, flagging compatibility issues
Diagnosed and troubleshot hardware and software issues across a range of mobile devices, carriers' network systems, and SIM/eSIM provisioning
Resolved escalated technical issues from Tier 1 support, including network connectivity, device configuration, and account-level service disruptions

Education

Associate of Science -

Pellissippi State Community College

Knoxville, TN

01-2016

Bachelor of Science -

Tennessee State University