Open To Work
Devine Sims
Chicago,IL
Work Preference
Summary
Detail-oriented Application Support Specialist skilled in troubleshooting, workflow automation, and executing mass outreach campaigns. Proven experience with Freshdesk, Filevine, Zapier, and NICE InContact. Holds an Associate of Science in Computer Information Systems and trained through Year Up, Woz U, and Yellowbrick, blending technical expertise with a focus on customer satisfaction.
Overview
3
3
years of professional experience
Work History
Application Support Specialist
Expedia Group
Chicago, IL
02.2020 - 07.2020
- Supported business-critical tools, including Filevine, Salesforce, Litify, and Microsoft 365 Suite.
- Administered user accounts, roles, and permissions for Filevine and Zapier to ensure security.
- Collaborated with developers and IT operations to troubleshoot issues, documenting solutions for future reference.
- Designed and deployed custom workflows in Zapier and Freshdesk, streamlining case management processes.
- Applied MySQL and VBA for data analysis and reporting to assist operational teams.
- Executed outreach campaigns with 400,000 bulk SMS messages, increasing client engagement.
- Trained new team members quarterly to promote cross-unit support and technical adoption.
IT Consultant
Keller Postman LLC
Bloomington, IL
01.2018 - 01.2020
- Provided technical support to faculty, staff, and students, resolving hardware, software, and connectivity issues to minimize downtime.
- Supported university campus network infrastructure through setup, monitoring, and troubleshooting connectivity issues to enhance user experience.
- Applied knowledge of network behavior to identify and prevent potential outages promptly.
- Organized and maintained network closets, ensuring structured cabling and reliable hardware configurations for optimal network performance.
- Documented troubleshooting steps and created guides to enhance IT operations efficiency.
- Collaborated with IT staff on system maintenance, upgrades, and user support initiatives.
Software Development Specialist
YearUpUnited
08.2017 - 05.2018
- Developed and tested internal applications in JavaScript, improving functionality and user experience.
- Ensured smooth deployment and integration of software updates through hands-on IT operations experience.
- Documented workflows and created knowledge resources to streamline onboarding and boost team efficiency.
- Strengthened problem-solving, communication, and cross-team collaboration skills in a global tech environment.
Education
Bachelor of Science -
Western Governors University
Salt Lake City, UT01-2027
Associate of Science - Computer Information Systems Web Development Focus
City Colleges of Chicago-Malcolm X College
Chicago, IL05-2018
Skills
- Application support
- Technical troubleshooting
- Software troubleshooting
- Incident management
- Database management
- User training
- Project management
- Team collaboration
- Customer assistance
Timeline
Application Support Specialist
Expedia Group
02.2020 - 07.2020
IT Consultant
Keller Postman LLC
01.2018 - 01.2020
Software Development Specialist
YearUpUnited
08.2017 - 05.2018
Bachelor of Science -
Western Governors University
Associate of Science - Computer Information Systems Web Development Focus
City Colleges of Chicago-Malcolm X College