Lisa Oliver

Provided outbound technical customer support for Microsoft Teams and Office 365, handling Outlook and OWA issues and coordinating troubleshooting to resolution.

Managed utility billing and new service account setup for Yardi Energy for Hudson Homes Management, supporting shared client spreadsheets and documentation workflows.

Supported solar customer accounts with service activation, billing, and case issue handling, coordinating field service technician status and flow assistance.

Assisted consumers with Maryland health coverage options, supporting Medicaid-related application processes and approval coverage steps.

Handled incoming sales calls for RV accessories and luxury products, supporting customer questions and purchase interest while maintaining a service-focused call experience.

Generated leads for ARS HVAC repair technicians by collecting customer needs and setting up leads for technicians to run.

Provided inbound technical support for Netflix, troubleshooting customer issues and assisting with resolution through phone-based support.

Monitored and updated ticketing in Remedy and a proprietary circuit database (Dr.Transport), verifying accounts and testing circuits by pulling performance measurements prior to carrier reporting.

Monitored multiple wireless networks and troubleshot GSM and CDMA issues, working across multiple switch platforms and conducting T1/T3/DS3 monitoring and testing.

Organized and supported hiring of outside sales agents by maintaining web ads, preparing sales packets, and assisting recruitment outreach.

Handled incoming credit card processing requests for activation and deactivation, maintaining departmental MTTR metrics and completing required call processing tasks.

Worked as a DMS 100 switch technician consultant handling frame line trouble issues and coordinating local and long-distance trouble work with Qwest and Level 3.

Provided tier II remote Cisco router configurations for repair and installs, including Cisco IOS/TCP-IP provisioning and T1 IP subnetting.

Managed account support requests by coordinating service requests for equipment repair and calibration with customers and local service hubs.

Supported VoIP telephony repairs by working CDR/CDV accounts, troubleshooting in DMS 500 and Lucent 5ESS environments for both non-VoIP and soft-switch VoIP customers.

Provided tier 1 digital phone repair and support for cable phone modems supporting HSD, using DOCSIS troubleshooting tools, CSG billing, and Remedy ticketing.

Served as SPOC for LNP nationwide on the VoIP Time Warner Cablenet project, troubleshooting LNP and training the SPOC LNP department on LNP troubleshooting techniques.

Answered incoming calls, greeted customers, supported the loan process, and completed related data entry as the primary front-line office contact.

Handled service cashier duties, managed phone reservations, and processed customer payments while supporting office service scheduling workflows.

Resolved NRC repair trouble issues for local and nationwide business lines in Lucent 5ESS and DMS 500 environments, supporting T1-level business services troubleshooting.

Supervised LNP trouble issue handling for SBC and Verizon/GTE resale, working primarily in the DMS 250 switch environment and addressing NPAC/LNP and line translation issues.

Engineered and repaired DMS translations by resolving translation-to-call routing issues, training order provisioners on line-side translation implementation, and supporting operational testing workflows.

Supported large-scale sales operations by preparing proposals and later transitioned into DMS/Lucent line-side translations and call-routing support, coordinating with LECs for proper handling of MACDs and translations.

Provided housekeeping and babysitting services for families in the Denver area between other employment.

Completed Nortel Networks and Lucent switch-related training/certifications focused on telecom translations.

Obtained a Colorado state license as an insurance agent via Pearson VUE.