JUANITA MELO
Bolingbrook,IL
Summary
Dynamic technology professional specializing in production support and process improvement. Led over 230 investigations, identifying recurring process gaps while enhancing seller productivity. Expert in cross-functional collaboration and mobile transformation, ensuring operational resilience and effective issue resolution.
Overview
1
1
Language
1
1
Certification
21
21
years of professional experience
Work History
Lead Product Technology
AT&T
Dallas, TX
04.2014 - Current
- Led over 230 investigations into ordering, pricing promotions, upgrades, eligibility, and provisioning.
- Coordinated resolution of 200+ ordering and provisioning issues, minimizing disruption to sellers.
- Served as primary escalation point for production issues impacting sellers.
- Identified recurring process gaps and developed workarounds, improving seller productivity.
- Collaborated with product, IT, operations, finance, and support teams to implement sustainable solutions.
- Supported mobile transformation through requirements reviews, UAT, end-to-end testing, and release readiness.
- Resolved 48% of issues on the same day and 92% within three days.
- Managed 327 support requests, achieving a 99% closure rate.
EMAS Support
AT&T
Hoffman Estates, IL
04.2005 - 03.2012
- Provided 24x7 operational support for midrange platforms across multiple business units. Monitored application performance proactively and reactively to ensure optimal functionality. Managed midrange processes from inception through implementation with internal teams and external vendors, ensuring seamless integration and alignment with business objectives. Led change management activities, planning, implementing, and validating application changes to enhance system reliability and user experience. Conducted problem analysis and resolved issues while documenting support procedures. Installed, configured, and supported essential application software for enhanced reliability. Administered application interface files and managed user ID access for security purposes. Assisted in business continuity and disaster recovery planning, contributing to operational resilience and preparedness for potential disruptions.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Associate of Arts -
City College of Chicago
Chicago, IL05-1996
Skills
- Mobile Product Strategy
- CRM System Optimization
- End-to-end testing
- Release Readiness
- Defect Management
- Production Support & Escalations
- Root Cause Analysis
- Process Improvement
- Cross-Functional Leadership
- Business Analysis
- Automation Solutions
- User Experience Enhancement
Personal Information
Title: Lead Product Technology | Production Support & Mobility Sales SME
Accomplishments
- Managed 327 production support requests with 99% closure.
- Achieved 48% same-day resolution and 92% closure within three days.
- Led 230+ production investigations and 200+ issue resolutions.
- Supported successful Salesforce Mobility MVP1 implementation.
- Improved seller experience through proactive defect identification and escalation leadership.
PROFESSIONAL DEVELOPMENT
- Maintained 100% compliance with required training.
- Expanded expertise in mobility sales platforms, Salesforce transformation, and converged sales initiatives.
- Leveraged Microsoft Copilot to improve research, analysis, documentation, and communications.
- Developed job aids and troubleshooting guidance to improve team effectiveness and reduce repeat escalations.
Languages
Spanish
Professional
Certification
- Six Sigma Green Belt
Timeline
Lead Product Technology
AT&T
04.2014 - Current
EMAS Support
AT&T
04.2005 - 03.2012
Associate of Arts -
City College of Chicago