Lisa Strunk

At UScellular/T-Mobile, I handled 75–100 policy, process, and system support requests each month. I investigated reported issues, reproduced system behavior when possible, and worked with internal teams to resolve them while tracking issues in Jira.

I also supported roughly 50 initiatives a year, coordinating with subject matter experts and teams across operations, IT, training, legal, and compliance. I created and maintained more than 800 policies, procedures, user guides, and decision trees to turn changes into clear steps for frontline teams.

I participated in user acceptance testing and checked that instructions matched system workflows. In a concurrent financial and inventory assignment, I researched approximately 80 cases a month, reconciled records in SAP, and documented findings and handoffs. I’m interested in bringing this experience to education and helping clients resolve issues, improve documentation, and adopt changes successfully.