Mike Scott

• Supervised daily operations of AMI systems MV-90 and meter data management platforms to ensure reliability. Developed AMI operations staff through strategic staffing decisions and targeted training initiatives. Coordinated resources effectively to align daily operations with long-term organizational objectives. Collaborated with departments to enhance business processes, prioritizing safety and operational impacts. Identified improvements in AMI functionality and data utilization to support cross-functional teams. Ensured service continuity through budget monitoring, inventory oversight, and invoice management. Attended vendor training and industry events to evaluate emerging technologies for potential integration. Supported system restoration initiatives alongside routine operational activities.
• Supervised daily operations for electric utility maintenance and service delivery.
• Developed and organized team schedules to optimize project timelines and resource allocation. to ensure efficient resource allocation and project efficiency.
• Oversaw implementation of safety protocols to ensure compliance with industry regulations and standards. to maintain compliance with industry regulations and standards.

Monitored and analyzed support metrics to identify trends and recommend operational improvements.

Enhanced interdepartmental communication to address customer needs efficiently.

Provided technical expertise to resolve complex issues and ensure seamless operations.

Developed training materials that improved productivity and knowledge within support team.

• As an AMI Operations Analyst I am primarily supporting the AMI Operations Center (AMI Ops) meter operations team which is responsible for day-to-day monitoring and maintenance for the AMI operational environment.
• Supported network and data integrity teams to ensure proper AMI system functionality and prompt resolution of exceptions.
• Cross-trained to provide support for data integrity analyst, meter operations analyst, and network analyst as needed.

• Functioned as IT and Business Support technical liaison and subject matter expert for Cayenta Utilities issues, coordinated system testing, fixes, and documentation.
• Supported large-scale consolidation project between Northern District's customer information system and Southern District's Cayenta system, facilitating integration efforts.
• Provided first tier support for Customer Information System (CIS) Cayenta and interfacing systems, including Geographic Information System (GIS), Meter Data Management (MDM), MV90, and Kubra customer experience payment platforms.

• Developed a new identity verification screening process to prevent fraudulent use of Social Security numbers or dates of birth.
• Reviewed high-risk debts for suspected fraudulent activity, contributing to decreased bad debt expenses.
• Resolved issues with accounts set up in fictitious names, including those of deceased individuals and minors, enhancing account integrity.
• Ensured Emera's fraud prevention strategy mitigated expenses related to deceitful practices for obtaining electrical service.
• Blocked customers from opening new accounts under family members' names to prevent service cancellation and unpaid debts.
• Facilitated name swap variance requests, filing documents with the Maine Public Utilities Commission to ensure proper account management and prevent unauthorized debt transfer.
• Assisted in onboarding a new middle management company for collection agencies to oversee bad debt.

• Managed 400+ cases, ensuring collection of past due child support debt to support families.
• Conducted investigations into hidden assets and employment to locate nonpaying parents.
• Conducted investigations into allegations of fraud and abuse in health services.
• Collaborated with local agencies to ensure compliance with health regulations.
• Prepared detailed reports on case findings and enforcement actions taken.

• Delivered exceptional customer service through effective communication and problem-solving skills.
• Resolved customer complaints by coordinating with relevant departments efficiently.
• Assisted customers in understanding billing inquiries and service options available.
• Responded to customer service inquiries and supplied accurate accounts receivable details.

• Conducted thorough investigations for fraud and risk assessment cases.
• Investigated cases for insurance companies, attorneys, and corporations, contributing to effective risk management strategies.
• Conducted electronic surveillance to gather evidence and monitor activities for ongoing investigations.
• Collaborated with law enforcement on criminal investigations and evidence gathering.
• Analyzed evidence and compiled detailed reports for client reviews.

• Supervised collections for 3,000+ child support cases across Hancock and Washington Counties, providing testimony in Family, District, and Superior Courts.
• Led enforcement and establishment of child support obligations, ensuring compliance and accountability.
• Located noncustodial parents evading responsibilities, identified hidden assets, and facilitated collection of past due child support.
• Oversaw hiring, training, and management of 10 office employees including 6 enforcement agents.