Tara K. Melville
Manassas,VA
Summary
Seasoned professional specializing in production and application support, with a strong focus on troubleshooting and workflow optimization. Manages critical incidents and coordinates cross-functional teams to ensure seamless production operations. Committed to mentoring team members and driving continuous improvements in service delivery and customer engagement.
Overview
25
25
years of professional experience
Work History
Lead Production Support
Fannie Mae
02.2006 - 07.2026
- Provide enterprise-level production and application support for critical mortgage servicing and loan applications supporting internal users, business partners, and external service providers.
- Delivered second-level production support for enterprise applications, ensuring high service availability and quick resolution of user issues.
- Monitored enterprise production environments, proactively identifying and addressing system issues to prevent customer impact.
- Troubleshoot application, infrastructure, and connectivity issues using ServiceNow, Splunk, Webex, Cisco Jabber, and enterprise monitoring tools.
- Coordinate with Development, Network Engineering, Infrastructure, Change Management, and L3 Support teams to resolve production incidents.
- Manage incident, problem, change, and service requests through ServiceNow.
- Analyze XML and Uniform Residential Loan Application (URLA/1003) loan application data.
- Analyzed production issues to determine root cause, driving timely issue resolution and minimizing disruptions to business operations.
- Support production releases including deployment validation, certificate updates, and post-production verification.
- Perform integration testing, regression testing, production validation, and User Acceptance Testing (UAT) for new application enhancements.
- Conduct release shakeout testing to ensure production readiness.
- Coordinate infrastructure activities supporting production deployments.
- Partner with external vendors to resolve application issues and improve service delivery.
- Train business users on new functionality and system enhancements.
- Manage support tickets from initial intake through escalation and final resolution.
- Report operational metrics and production status to leadership.
- Serve as Account Lead for multiple departmental projects and production initiatives.
Customer Support Representative
Fannie Mae
02.2001 - 02.2006
- Resolved customer issues while consistently meeting service-level agreements (SLAs).
- Assisted customers in configuring applications and troubleshooting issues, enhancing user experience and efficiency.
- Delivered technical and customer support to internal and external users, ensuring user satisfaction and issue resolution.
- Escalated complex issues to technical teams while maintaining customer communication.
- Established strong reputation for delivering exceptional customer service and fostering teamwork, contributing to operational excellence.
Education
Master of Science - Communication Technology
Strayer University
Manassas, VA01-2006
Bachelor of Arts - Psychology
George Mason University
Fairfax01-1996
Diploma - Information Technology & Network Support
Computer Learning Center (CLC)
Manassas, VirginiaSkills
- Application support
- Incident & Problem Management
- Production Operations
- ServiceNow
- Splunk Log Analysis
- XML
- URLA (1003 Loan Application)
- Regression Testing
- Integration Testing
- UAT
- Production Validation
- Release Shakeout
- Production Monitoring
- Infrastructure Coordination
- Infrastructure Support
- Monitoring support
- Development tools
- Jenkins
- SVN
- Cross-functional leadership
- Vendor Management
- Client support
- Process Improvement
- Knowledge Management
- Technical writing
- Team Leadership
- Infrastructure Support
Awards Recognition
- BEAT Award Recipient (2015-2025)
- Hotspots Award - Teamwork & Customer Focus (2008, 2009, 2010)
- Customer Service Representative II (2004)
- Senior Specialist Promotion (2003)
Core Competencies
Production & Application Support, Incident & Problem Management, Production Operations, Workflow Support, Infrastructure Coordination, Production Monitoring, ServiceNow, MyServices, Splunk Log Analysis, Precision Monitoring, Webex, Cisco Jabber, Jenkins, SVN, XML, URLA (1003 Loan Application), Regression Testing, Integration Testing, User Acceptance Testing (UAT), Production Validation, Release Shakeout, Cross-Functional Leadership, Vendor Management, Client Configuration Support, Process Improvement, Technical Documentation, Knowledge Management, Team Leadership
Timeline
Lead Production Support
Fannie Mae
02.2006 - 07.2026
Customer Support Representative
Fannie Mae
02.2001 - 02.2006
Master of Science - Communication Technology
Strayer University
Bachelor of Arts - Psychology
George Mason University
Diploma - Information Technology & Network Support
Computer Learning Center (CLC)