Teleshia L. Alexander
Ellenwood,GA
Summary
Highly accomplished Technical Support Analyst with 15+ years of experience providing innovative solutions and exceptional customer support. Proven expertise in diagnosing complex technical issues, implementing system improvements, and driving operational efficiencies. Adept at collaborating with cross-functional teams to enhance processes and deliver measurable results, ensuring high levels of client satisfaction.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Integration Support Analyst
Workday
05.2022 - 06.2023
- Diagnosed and resolved over 95% of integration issues within SLA timelines, enhancing system reliability.
- Optimized Workday integrations, reducing data processing errors by 20%.
- Partnered with engineering teams to deliver solutions for high-impact accounts, resulting in a 30% increase in client satisfaction.
- Improved performance of EIB and REST API integrations through proactive troubleshooting.
Software Quality Assurance Analyst
PeopleStrategy
03.2018 - 02.2022
- Led quality assurance efforts for multiple high-priority projects, ensuring 100% compliance with product specifications.
- Reduced bug occurrence by 40% through comprehensive test planning and execution.
- Enhanced team productivity by implementing a standardized testing process, resulting in a 25% decrease in project delays.
- Recognized for achieving exceptional accuracy and attention to detail in auditing software functionality.
Tier 2 Payroll & Application Support Specialist
PeopleStrategy
11.2016 - 03.2018
- Increased first-contact resolution rate by 20% by mentoring Tier 1 staff and improving escalation processes.
- Managed escalations for top-tier clients, achieving a 98% customer satisfaction rating.
- Collaborated with development teams to implement fixes for high-priority bugs, reducing customer impact by 30%.
- Streamlined ticket handling processes, reducing average resolution time by 15%.
Account Manager
Ultimate Software
01.2013 - 01.2015
- Increased client retention by 25% through personalized account management and proactive issue resolution.
- Trained clients on payroll systems, improving user adoption rates by 20%.
- Managed accounts for high-value clients, delivering consistent results under tight deadlines.
- Implemented new reporting tools, reducing manual entry errors by 30%.
Client Service Analyst
Ceridian
01.2005 - 01.2009
- Authored detailed troubleshooting guides that reduced resolution times by 15%.
- Successfully resolved over 500 customer support cases per month, maintaining a 95% satisfaction rating.
- Designed and implemented process improvements that increased team productivity by 10%.
- Recognized as a top performer for accuracy and consistency in customer service.
Payroll Support Analyst
ADP
01.2004 - 01.2005
- Reduced payroll discrepancies by 20% through the development of a reconciliation tool.
- Ensured compliance with payroll policies, minimizing audit findings by 15%.
- Processed payroll for over 2,000 employees with 99.9% accuracy.
- Trained new hires on payroll systems, improving team onboarding efficiency.
Education
Bachelor of Science - Organizational Management
The University of Arizona Global Campus
01-2024
Skills
- Technical Troubleshooting and Problem Resolution
- System Integration and Testing (Workday, APIs, SQL)
- Customer Success Management
- Agile and Scrum Frameworks
- Incident and Problem Management
- Data Analysis and Validation
- Workflow Optimization
- Tools: JIRA, SQL Server, Postman API
- Team Leadership and Mentorship
- Support ticketing systems
- Application support
Certification
Oracle Database: 11g SQL Fundamentals
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Integration Support Analyst
Workday
05.2022 - 06.2023
Software Quality Assurance Analyst
PeopleStrategy
03.2018 - 02.2022
Tier 2 Payroll & Application Support Specialist
PeopleStrategy
11.2016 - 03.2018
Account Manager
Ultimate Software
01.2013 - 01.2015
Client Service Analyst
Ceridian
01.2005 - 01.2009
Payroll Support Analyst
ADP
01.2004 - 01.2005
Bachelor of Science - Organizational Management
The University of Arizona Global Campus
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