Deva Adumanisa
Washington
Summary
Customer Support & IT Service Professional with 5+ years of experience providing Tier 1 and Tier 2 support across high-volume, customer-facing environments. Proven ability to support retail and subscription customers with account access, payments, order verification, digital product delivery, and basic technical troubleshooting. Experienced with ITSM ticketing systems, Microsoft Dynamics CRM, eCommerce platforms, and cross-functional coordination with IT, Finance, and Operations to resolve issues end-to-end while delivering a positive customer experience.
Overview
6
6
years of professional experience
Work History
Data Analyst
Puyenpa Department of Transportation (PHMSA)
12.2022 - 09.2025
- Analyzed transportation data to identify trends and inform decision-making processes.
- Collaborated with cross-functional teams to improve data collection methods and reporting accuracy.
- Conducted statistical analysis to support regulatory compliance and safety initiatives.
- Supported internal and external stakeholders by resolving system access issues, data discrepancies, and reporting errors across multiple platforms.
- Used SharePoint, Excel, and internal portals to maintain accurate documentation, datasets, and digital files.
Collaborated with IT and program teams to troubleshoot system functionality issues impacting users.
Ensured adherence to program policies, procedures, and deadlines while supporting operational objectives.
IT Support & Customer Service Specialist
Kaiser Permanente
09.2021 - 10.2022
- Delivered Tier 1 and Tier 2 customer and technical support via phone and email, handling a high volume of daily customer inquiries related to login issues, password resets, account access, billing, and system functionality.
- Logged, tracked, and resolved customer issues using ServiceNow and CRM tools, ensuring accurate documentation and timely resolution from intake through closure.
- Walked customers through step-by-step troubleshooting processes for portal access, digital tools, and account updates.
- Coordinated with IT, billing, and operations teams to escalate and resolve complex access, payment, and system issues.
- Verified account information, billing accuracy, and service eligibility while maintaining strict HIPAA and data security compliance.
- Identified recurring system and user issues, documenting trends and recommending process improvements to reduce repeat contacts.
- Maintained a 95% first-contact resolution rate while delivering empathetic, professional customer service in a regulated environment.
Quality Assurance Analyst (UAT & Platform Support)
ID.me
01.2020 - 08.2021
- Executed comprehensive test plans and cases to ensure software quality and functionality.
- Collaborated with development teams to identify, log, and track defects using JIRA.
- Analyzed user requirements and created detailed documentation for testing purposes.
- Conducted regression testing to verify fixes and enhancements met specifications.
- Documented system defects, user experience issues, and recurring technical problems to support engineering and product teams.
- Assisted users with access issues and identity verification challenges, ensuring accurate product usage and resolution.
- Maintained and reviewed digital documentation and records, ensuring accuracy, completeness, and compliance with internal policies.
Education
Bachelor of Science -
Frostburg State University
Frostburg, MDSkills
- Data visualization and presentations
- Data analysis
- Excel functions
- Tier 1 / Tier 2 Customer Support
- Ticketing Systems (ServiceNow, Zendesk, JIRA)
- Microsoft Dynamics 365 CRM
- eCommerce Platform & Web Tools
- Account Access, Login & Password Resets
- Subscription & Order Verification Payment & Billing Support
- Digital Product Delivery & Download
- Product Metadata & Catalog Management
- User Acceptance Testing (UAT)
- Cross-Functional Escalation (IT, Finance, SMEs)
- High-Volume Call & Email Support
- Professional Customer Communication
Timeline
Data Analyst
Puyenpa Department of Transportation (PHMSA)
12.2022 - 09.2025
IT Support & Customer Service Specialist
Kaiser Permanente
09.2021 - 10.2022
Quality Assurance Analyst (UAT & Platform Support)
ID.me
01.2020 - 08.2021
Bachelor of Science -
Frostburg State University