Summary
Overview
Work History
Skills
Timeline
Generic

Melissa Morgan

Augusta,GA

Summary

Results-oriented Senior Business Analyst/Senior Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.

Overview

29
29
years of professional experience

Work History

Billing Senior Support Engineer

Duck Creek Technologies
10.2019 - Current
  • Engaged directly with customers to assess and diagnose incidents, identifying whether issues stemmed from the base system or custom implementations
  • Evaluate and validate incidents reported by customers or third-party implementation teams, identifying missing details and gathering necessary information to ensure comprehensive incident documentation
  • Configure and manage environments in Azure test labs to replicate and troubleshoot incidents reported by customers and third-party implementation teams
  • Replicate and triage incidents within DCOD environments, addressing reports submitted by customers and third-party implementation teams including error messages, logs, and steps to reproduce the issue
  • Address billing incidents of varying complexity, from low to extremely high, by thoroughly evaluating SQL database tables, manuscript configurations, and custom logic or configurations implemented by customers or their third-party implementation partners
  • Utilize Duck Creek utilities, including Trace Monitor, Example Utility, Author, and data copy tools, to effectively triage and resolve reported incidents
  • Utilize third-party tools, including SQL Management Studio, Beyond Compare, Notepad++ Compare, Notepad++ XML Tools, to diagnose and resolve reported incidents
  • Communicate with the customer or third-party implementation team to fill in any gaps
  • Escalate incidents deemed to be base code defects to the proper Engineering team
  • If a base development permanent fix is not immediately available to the customer, identify temporary solutions that can mitigate the issue
  • Examples include adjusting configurations, applying patches, or providing alternative workflows or data fixes that have been thoroughly vetted and tested
  • Apply moderate to high complexity SQL and XML scripts in DCOD environments to align data
  • This would involve thorough evaluation of all data related to the issue, creation of SQL scripts that aligns data across multiple tables, identification and creation of the XML structure and the nodes that need alignment, execution in lower environments to fully test and vet solution which would also include a full audit trail of update/changes, etc
  • Identify trends and patterns in reported data fix requests which can help streamline the triage process and improve overall efficiency
  • Create Billing training and knowledge base articles in areas of expertise to sharpen knowledge of other team members
  • Serve as on-call Support Engineer for after-hours and during work hours emergencies as needed to triage Severity Level 1 and 2 incidents.

Billing Product Owner/Billing Product SME

Accenture/Duck Creek Technologies
06.2014 - 02.2019
  • Collaborated regularly with Project Management, other Product Owners, Scrum Master, Architect/Dev Lead, QA Lead, and Agile teams to stay updated on project statuses
  • Provided guidance, opinions, and facilitated discussions to address encountered issues
  • Ensured alignment with team goals and customer needs, while planning effective solutions
  • Collaborated with the Product Manager to ensure each Billing release delivers significant business value to end users, sales, and marketing teams
  • Led and oversaw the development of solution concepts for all Billing enhancements
  • Developed and sustained the solution vision, roadmap, and work backlog throughout each Billing project’s life cycle
  • Assumed responsibility for solution functionality and managed the content and schedules of solution releases for Billing
  • Communicated the solution vision, roadmap, and work backlog, including success criteria, to the development team to enable accurate work estimates and ensure stakeholder satisfaction
  • Acted as the Product Management proxy and primary decision-maker, representing stakeholders in various Billing application projects
  • Verified the functionality and quality of Billing projects slated for release
  • Ensured that the end-user acceptance criteria for billing enhancements and defect fixes were met or exceeded
  • Contributed to the development of proposals, ensuring the solution approach was validated within cost and scope constraints
  • Collaborated with clients, third-party vendors, and other stakeholders to ensure mutual expectations were clearly set and consistently met
  • Addressed and resolved any issues that affected the team’s progress on all billing projects.

Billing Lead Business Analyst/Billing BA Manager

Accenture/Duck Creek Technologies
10.2010 - 06.2012
  • Supervised a team of up to 9 Billing Business Analysts, ensuring efficient and effective management of billing operations
  • Worked with the Billing System for all insurance products
  • Addressed complex product issues for clients and supported product development efforts
  • Served as the intermediary between users and programming staff to identify and resolve issues in existing programs
  • Led the design and testing of new system functionality within the Billing application
  • Conducted comprehensive requirement studies and performed detailed workflow analysis for numerous Billing customers
  • Served as the on-site representative for DCT, ensuring effective communication and coordination between teams
  • Authored specifications, developed business procedures, created customizations, and researched industry and product applications for numerous Billing customers
  • Coordinated the resolution of installation and implementation issues
  • Conducted quality assurance and delivered product demonstrations.

Sr. IT Support Coordinator

Systemtec, Inc.
06.2009 - 10.2010
  • Coordinated scheduling for the Information Communications and Technologies Non-Host division, ensuring efficient task management and smooth operations
  • Leveraged TSO and QMF with SQL queries to extract data from DB2 tables, producing daily reports
  • Managed the Master Schedule and Master Server Decommission Schedule using Microsoft Excel, ensuring seamless operations within the ICT-NH division
  • Collaborated with Technical Analysts and Project Leads to establish work priorities and individual schedules
  • Produced daily, weekly, and monthly reports to track incoming, ongoing, and completed tasks.

Realtor/Office Manager/Closing Coordinator/Web Designer

Self Employed
06.2004 - 06.2009
  • Served as a full-time real estate agent in the Columbia, Irmo, Lexington, Chapin, and Lake Murray regions of South Carolina
  • Served as Closing Coordinator and Office Manager for The Cullis Team, LLC
  • Designed and maintained multiple business websites using Microsoft Expression Web 2 and Microsoft FrontPage
  • Maintained and updated the customer database daily using Top Producer 8i
  • Created and maintained websites for local retail business to include website design and layout, content management, SEO optimization, E-commerce integration, performance monitoring, and customer support
  • Maintained and updated Microsoft Excel spreadsheets to track business trends
  • Utilized Adobe PageMaker to create flyers and other documents for business
  • Utilized Adobe Designer and Adobe Professional to create interactive forms for personal business as well as entire market center
  • Used Microsoft Office 2003 and 2007 (Word, Excel, PowerPoint, and Outlook) to create correspondence internally and externally in business.

Billing Senior Business Analyst / Billing Insurance Software

Computer Sciences Corporation
02.2004 - 02.2005
  • Specialized in the Exceed web-based products for CSC, with a primary focus on the Billing and Collections system as well as Commissions system
  • Addressed and resolved complex product issues for Billing clients
  • Served as the intermediary between users and programming staff to identify and define issues within existing programs for the Billing application
  • Led the design and testing of new systems and functionality for the Billing application
  • Conducted requirement studies, responded to requests for proposals, and performed workflow analysis for Billing customers
  • Served as the on-site representative for CSC, ensuring effective communication and coordination between teams for the Billing application
  • Authored specifications, developed business procedures, created and developed customizations, and researched industry and product applications for numerous Billing customers
  • Facilitated the resolution of installation and implementation issues for the Billing application
  • Conducted quality assurance and delivered product demonstrations for the Billing application.

Senior Consultant / Utilities Software

Indus International Inc.
09.2000 - 02.2004
  • Authored functional specifications, developed business procedures, customized and modified systems, and researched industry and product applications
  • Delivered expert on-site support to clients, ensuring prompt resolution of technical issues and enhancing customer satisfaction
  • Diagnosed and resolved product issues for clients, providing both remote and on-site support to ensure optimal performance and client satisfaction
  • Conducted comprehensive on-site Business Needs Analysis to identify necessary customizations, modifications, and business practice changes for successful product implementation
  • Delivered comprehensive testing support to clients, ensuring the reliability and functionality of their systems and products
  • Developed comprehensive test cases for clients to facilitate their preparation for Systems Integrated Testing (SIT) of the product.

Senior Business Analyst / Billing, Collections, and Commissions Insurance Software

Policy Management Systems Corp.
03.1995 - 08.2000
  • Specialized in the Series III client-server/S3+ Smalltalk products for PMSC, with a focus on the Billing and Collections Workstation (BCWS) and Contracts and Commissions (CCWS) systems
  • Addressed and resolved complex product issues for clients
  • Served as the primary liaison between end-users and development teams to identify and resolve issues within existing software applications
  • Led the design and testing phases for new system implementations
  • Conducted requirement studies, responded to RFPs, and performed comprehensive workflow analysis
  • Served as the on-site representative for PMSC, ensuring effective communication and coordination between teams for the Billing application
  • Authored detailed specifications, developed business procedures, created custom solutions, and researched industry and product applications
  • Facilitated the resolution of installation and implementation issues
  • Conducted quality assurance activities and delivered product demonstrations.

Skills

  • DCT Billing System
  • DCT User Admin System
  • DCT Integrations
  • DCT Utilities
  • DCT Interfaces
  • Incident Replication
  • Incident Triage
  • Incident Assessment
  • Manuscript Configurations
  • Skills to Assess XML data
  • Incident Documentation
  • Skills to correct XML data
  • Skills to Comprehend XML data
  • SQL Database Tables
  • SQL Management Studio
  • SQL Queries
  • Notepad Compare
  • Notepad XML Tools
  • Beyond Compare
  • Client Collaboration
  • Azure Test Labs
  • Business Analysis
  • Workflow Analysis
  • Software Development
  • Configuration Management
  • Technical Troubleshooting
  • Incident Management
  • System Configuration
  • Technical Analysis
  • Attention to Detail
  • Problem-solving abilities
  • Customer Satisfaction
  • Analytical Thinking
  • Issue and Resolution Tracking
  • Problem-solving aptitude
  • Written Communication
  • Customer Support
  • Application support
  • Quality Assurance
  • Debugging skills
  • Problem-Solving
  • Excellent Communication
  • Functional Specifications

Timeline

Billing Senior Support Engineer

Duck Creek Technologies
10.2019 - Current

Billing Product Owner/Billing Product SME

Accenture/Duck Creek Technologies
06.2014 - 02.2019

Billing Lead Business Analyst/Billing BA Manager

Accenture/Duck Creek Technologies
10.2010 - 06.2012

Sr. IT Support Coordinator

Systemtec, Inc.
06.2009 - 10.2010

Realtor/Office Manager/Closing Coordinator/Web Designer

Self Employed
06.2004 - 06.2009

Billing Senior Business Analyst / Billing Insurance Software

Computer Sciences Corporation
02.2004 - 02.2005

Senior Consultant / Utilities Software

Indus International Inc.
09.2000 - 02.2004

Senior Business Analyst / Billing, Collections, and Commissions Insurance Software

Policy Management Systems Corp.
03.1995 - 08.2000

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Melissa Morgan