Summary
Overview
Work History
Education
Skills
Work Availability
Languages
Websites
Work Preference
Quote
Interests
Timeline
BusinessAnalyst
Devolia Sims

Devolia Sims

Winter Springs,FL

Summary

Customer Service and Technical Support Specialist with over 7 years of experience resolving complex technical and service issues across telecommunications, healthcare, and financial services. Proficient in troubleshooting hardware/software problems, utilizing CRM and ticketing systems, and providing empathetic, user-focused support. Known for enhancing customer satisfaction, managing sensitive data with precision, and thriving in fast-paced, high-volume environments.

Overview

8
8
years of professional experience

Work History

Support Specialist

OneSupport
12.2024 - Current
  • Resolved 30+ daily technical issues involving software, hardware, and connectivity, improving user uptime.
  • Utilized Salesforce-based ticketing system to manage support requests and reduce average response time.
  • Collected and analyzed user feedback to inform process improvements and optimize support delivery.

Security Office Administrator

Security and Investigations Inc.
06.2023 - Current
  • Managed HRIS offboarding and employee record maintenance with 100% data accuracy.
  • Ensured compliance with internal security policies and supported successful HR audits.
  • Assisted in rolling out HR initiatives that enhanced staff productivity and engagement.
  • Supported retirees with Medicare navigation and enrollment, maintaining a 95%+ customer satisfaction rate.
  • Resolved complex eligibility and coverage issues, improving system accuracy and user trust.
  • Processed and verified high-volume documentation while ensuring regulatory compliance.

Customer Service Associate

Alight Solutions
08.2022 - 05.2023

Career Break-Full-Time Parent

03.2018 - 07.2022
  • Focused on family care while independently developing technical and customer service skills through online learning and part-time support work.

Video Repair Agent

Charter Communications
03.2017 - 02.2018
  • Diagnosed and resolved over 100 daily service issues, contributing to improved first-call resolution metrics.
  • Scheduled field visits and optimized repair workflows, reducing customer wait times.
  • Provided empathetic service and accurate technical support for cable, video, and internet users.

Education

High School Diploma -

Lake Howell High School
Winter Park, FL
05-2011

Associate of Science - Radiologic Technology

Keiser University
Fort Lauderdale, FL
01-2027

Skills

  • CRM Tools (Salesforce, Zendesk)
  • Microsoft Office Suite
  • Remote Troubleshooting
  • Call Center
  • HRIS Systems
  • Customer Experience
  • Communication
  • Problem-solving

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Native or Bilingual

Work Preference

Work Type

Full TimeContract WorkPart Time

Work Location

RemoteHybrid

Important To Me

Work from home optionFlexible work hoursHealthcare benefits

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Interests

Reading

Watching movies with the kiddos

Puzzles

Going to the park

Bowling

Theme Parks

Timeline

Support Specialist

OneSupport
12.2024 - Current

Security Office Administrator

Security and Investigations Inc.
06.2023 - Current

Customer Service Associate

Alight Solutions
08.2022 - 05.2023

Career Break-Full-Time Parent

03.2018 - 07.2022

Video Repair Agent

Charter Communications
03.2017 - 02.2018

High School Diploma -

Lake Howell High School

Associate of Science - Radiologic Technology

Keiser University

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