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.

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.

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.

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.

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.

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.