Tara K. Melville

Production Support /Application Support Lead Assoc

Fanniemae

02.2006 - Current

Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
Collaborated with developers, analysts and project managers to expedite incident resolutions.
Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
Documented procedures for troubleshooting common issues, contributing to a more efficient support process.
Provided comprehensive training for users to ensure smooth adoption of new applications and features.
Supported end-users in navigating complex applications, guiding them through features and functions while troubleshooting issues as needed.
Continuously updated technical skills through training sessions, industry certifications, and participation in relevant conferences to provide top-notch support for evolving technologies.
Improved application stability through proactive monitoring, issue identification, and prompt resolution of incidents.
Advised project teams on best practices for application support, contributing to the success of numerous projects and implementations.
Collaborated with cross-functional teams to develop, test, and implement software updates and patches.
Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
Provided technical expertise to resolve complex customer issues and facilitate smooth operations.
Collaborated with cross-functional teams to identify areas requiring additional support resources or process improvements.
Developed and maintained relationships with key clients, ensuring long-term customer loyalty.
Utilized ticketing system to track customer requests and prioritize urgent needs.
Responded to customer inquiries and provided technical assistance over phone and in person.
Monitored system performance to identify potential issues.