Melissa Freeman Email & Phone Number

Remote - Salem, Va

Managed team ServiceNow queue, including creating reports and dashboards to provide real-time metrics on customer support activities Answered customer support inquiries from OBIEE end-users, including analyzing data discrepancies, performance issues, iBot issues, and error messagesAssisted users with building reports, dashboards, and advanced formulas in OBIEECreated reports and dashboards for OBIEE end-usersCreated custom datasets for users in Databricks and used Direct Database Queries in OBIEE to provide reports and dashboards against this data for end-usersProvisioned OBIEE end-user accountsProvided analysis support to OBIEE RPD developersPlanned, scripted, and recorded training videos for OBIEE end-usersTraveled with the training team and act as classroom helper during in-person training coursesCreated and edited Visio diagrams to illustrate systems, processes, timelines, and database joinsManaged team SharePoint portal, including InfoPath forms and related SharePoint WorkflowsManaged team’s internal wiki and external wikis on Confluence and GitUsed Oracle SQL Developer to create, populate, and maintain data in the Training Team’s OBIEE server Used Oracle BI Admin tool to develop subject areas in OBIEE RPDUsed SAS Information Map Studio to develop proof-of-concept Information Maps Created and maintained end-user job aids and training materials for OBIEE, SAS 9.4, SAS Viya, Databricks, and TableauResearched data sources, processes and procedures used by end-users to ensure that training exercises provide realistic, job-related examplesDeveloped and maintained a training database in Microsoft Access to track training metricsPerformed informal scrum master duties for COE team, including maintaining JIRA boards and Service NOW queues, tracking retrospective information in Confluence, developing, implementing and documenting team’s SOPs, training new hires, and managing team support schedule and workloads

Tysons Corner, Va

Created and maintained end-user documentation including online Help, print documents, and Wiki topics, for enterprise software systems while adhering to company style guide.Converted documentation from Adobe FrameMaker to Atlassian ConfluenceAssisted colleagues in discovering and documenting best practices for using Confluence

Washington D.C. Metro Area

Develop documentation processes.Create and maintain all installation guides, system description documents, API documentation, architecture documents and user guides for backend search and supporting software development projects.Develop policies, procedures, and templates for using the Confluence wiki. Assist colleagues in creating and maintaining wiki pages on Confluence.Support project groups with creation of webpages, Visio diagrams, spreadsheets, and other documentation.

Washington D.C. Metro Area

Create and maintain training documents.Create policy documents.

Washington D.C. Metro Area

Create and maintain installation guides, system description documents, API documentation, and user guides for backend search and supporting software development projects.Analyze hibernate mapping files and XSD files for use in creating data dictionaries and API response element dictionaries. Attend daily scrum meetings and sprint planning sessions to determine documentation requirements and deadlines. Maintain multiple webpages on Confluence.Support project groups with creation of webpages, Visio diagrams, spreadsheets, and other documentation.Compare wiki tools and provide findings in writing.Work with the Agile Process Group to define how we use the Agile process and to create an Agile Handbook.

Savannah, Georgia Area

Supported Tier 2 and 3 customers through documentation of legacy and Next Generation telecom and security software and products Improved 3rd party interface use by providing detailed XML gateay documentation.Provided onsite support for launch of Next Generation billing software.Developed Access database used to track Training data.Worked with project managers to create change request process documentation.Led project to update training materials from legacy format to RoboHelp.Coordinated with others to complete accurate and timely documentation of software updates.Provided style, format, and technical peer reviews.Created new and improved existing Word and RoboHelp templates.Led team documenting release notes for beta billing product.Revamped and re-launched product demo introducing customers to network security product.Reduced duplication of effort by 35% through implementation of minimalism and single-sourcing strategies.

Florence, South Carolina Area

Documented financial, organizational, and CRM software for non-profit businesses.Worked with acquisition team to standardize documentation of newly acquired products. Interviewed technical and management stakeholders to ensure accuracy of documentation. Worked with peers and management to develop Documentation Operations manual. Provided peer edits as well as editing support for Training, Marketing, and Customer Service. Conducted usability studies with customers and implemented changes based on results.Mentored new writers to ensure shallow learning curve.

Florence, South Carolina Area

Researched and responded to telephone and written claims inquiries from beneficiaries and health care providers using the following tools: ICD-9 code book CPT-4 code book OPM handbook Medical records Maintained records of claims inquiries and follow-upsCreated and coordinated telephone schedules for approximately 15 claims associatesReviewed claims for completenessPerformed data entry of claims