Michelle DeVaul
Grand Prairie
Summary
Detail-oriented Application Management Professional experienced in operational application management and user access control. Achieved enhanced user support and communication workflows through effective management of user lifecycles and internal application portals. Focused on delivering exceptional customer service, improving user satisfaction, and maintaining compliance in regulated environments.
Overview
36
36
years of professional experience
Work History
Technology Associate
Wunderman Thompson Agency
Dallas
10.2010 - 07.2026
- Respond to and troubleshoot customer support issues and tickets across platforms, coordinate with other teams or departments to resolve and/or escalate higher difficulty priority issues.
- Managed and triaged support requests, registered new users, updated/reset usernames and passwords, and managed account permissions in secure portal system to ensure user access integrity.
- Documented, tracked, and monitored problems using applicable systems and tools to maintain operational efficiency.
- Acted as contact between functional users, system users, third party vendors, and internal IT technical staff to facilitate effective communication and resolution of issues.
- Exercise discretion when accessing protected user information as it relates to client issues and needs.
- Collaborated effectively with team members to achieve project goals.
- Wunderman Thompson Agency (aka VML) - Dallas, TX
- Maintained communication with clients to address technical queries and provide updates.
- Established, used and maintained new help desk tracking software, resulting in improved response time and clear understanding of recurring issues.
- Drove continuous improvements with focus on quality, stability, usability and customer satisfaction.
- Delivered user network account setup and configuration to new personnel and verified appropriate permissions with security team.
- Investigated user complaints regarding application malfunctions or performance issues.
- Analyzed and resolved operational problems with technical systems and monitored overall customer satisfaction rates.
- Assisted with software installation, troubleshooting, maintenance, and upgrades.
- Assisted with the preparation of training materials for users regarding new technologies.
- Tested new technology products prior to deployment in production environments.
- Maintained inventory of all technology equipment including hardware and software assets.
- Evaluated existing systems to identify deficiencies or opportunities for improvement.
- Addressed customer inquiries by delivering solutions or referring complex cases to supervisors.
- Coordinated with vendors for the procurement of new technology equipment or services.
- Provided technical support to end-users in resolving hardware and software issues.
- Responded to and resolved troubleshooting inquiries for hardware and software problems.
- Configured and tested hardware components to ensure proper functioning.
- Managed user accounts by creating profiles, setting privileges, assigning passwords.
- Collaborated with IT team members to complete projects within established timelines.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Maintained audit trail and statistical records of problems and conditions reported by client.
Health Rating Administrator
National Health Insurance Company
Grand Prairie
08.2002 - 05.2010
- Administered health product rates and related tasks to ensure compliance with regulatory standards.
- Represented the department in quality control activities.
- Executed renewal rate increases and communicated changes to policy holders to maintain transparency.
- Facilitated rerating of business segments to ensure accurate pricing.
- Prepared and submitted comprehensive rate filings to state insurance departments, facilitating regulatory approval processes.
- Prepared data for actuary to utilize in rating projects.
- National Health Insurance Company (NHIC) 1901 N. State Highway 360 Grand Prairie, TX 75052
Business Analyst / Quality Control Tester
National Health Insurance Company
Grand Prairie
04.1996 - 08.2002
- Collaborated with the system implementation team.
- Acted as a liaison between IT and company departments.
- Collaborated with system developers to test modifications and implement new products and programs, enhancing system functionality.
- Documented procedures and trained users on how to use the system.
- Assisted users when system problems occurred.
- National Health Insurance Company (NHIC) 1901 N. State Highway 360 Grand Prairie, TX 75052
Eligibility Analyst
National Health Insurance Company
01.1993 - 04.1996
- Liaised between claims, customer service, and IT departments to streamline communication and enhance collaboration.
- Verified accurate data transfer between systems during claims conversion.
- Assisted in planning product development during claims system conversion to align with project goals.
- National Health Insurance Company (NHIC) 1901 N. State Highway 360 Grand Prairie, TX 75052
Policy Maintenance Representative
National Health Insurance Company
03.1990 - 01.1993
- Processed policy changes and system maintenance including but not limited to, policy additions, deletions, applying and/or reversing policy monies and mailed correspondence to policyholders.
- Verified and corrected policyholder monthly premium rates to ensure accuracy and compliance.
- National Health Insurance Company (NHIC) 1901 N. State Highway 360 Grand Prairie, TX 75052
Education
High School Diploma -
South Grand Prairie High School
Skills
- Technical support
- Help desk support
- Application support
- System troubleshooting
- User account management
- Help desk software
- Service monitoring
- Incident response
- System maintenance
- Software patches
- Data management
- Quality assurance
- Continuous improvement
- DevOps practices
- Cybersecurity principles
- Technical documentation
- Content management systems
- Problem solving
- Call management
- Attention to detail
- Multitasking
- Task prioritization
- Teamwork
- Team collaboration
- Effective communication
- Interpersonal skills
- Call management
- Call management
- Interpersonal skills
Qualifications Summary
Possess a robust skill set centered around operational application management, user access control, and proactive internal communication. They are highly proficient in administering internal application portals, managing user lifecycles (activation, deactivation, profile updates, access grants), and providing crucial support to fellow employees, clients and customers. Experience in regulated environments (government, healthcare) underpins a strong understanding of process adherence, data security, and meticulous record-keeping. Excel in customer-facing interactions when assisting users and in managing structured communication workflows. Able to exercise independent judgement and problem-solving skills when determining the nature of an issue, how to resolve it, and when to ask for assistance.
Timeline
Technology Associate
Wunderman Thompson Agency
10.2010 - 07.2026
Health Rating Administrator
National Health Insurance Company
08.2002 - 05.2010
Business Analyst / Quality Control Tester
National Health Insurance Company
04.1996 - 08.2002
Eligibility Analyst
National Health Insurance Company
01.1993 - 04.1996
Policy Maintenance Representative
National Health Insurance Company
03.1990 - 01.1993
High School Diploma -
South Grand Prairie High School