Melissa Eagan Email & Phone Number

St. Louis, MO, US

Eindhoven, North Brabant, NL

• Deliver Tier 1/Tier 2 technical support for all HERE products, including maps, routing, location data, geocoding and search
• Provide root-cause analysis and potential solutions to developers

Hand knit/crochet accessories, knitting and crochet instruction, mental health advocacy.

St. Louis, Missouri, US

• Assist team in transition from supporting 5+ applications to 1 new unified application
• Collaborate with client teams to perform complex problem solving related to production incidents
• Provide root-cause analysis and potential solutions to developers
• Onboarded and trained an additional team member

St. Louis, Missouri, US

• Investigated and resolved production incidents related to payment services, utilizing SQL, Splunk, and vendor applications
• Developed monthly and ad hoc SQL reports for both internal and external teams
• Monitored releases and identified high priority issues quickly in order to reduce customer impact

St.Louis, MO, US

• Acted as first point of contact for production issues, utilizing SQL to investigate data and provide root cause analysis to developers
• Worked closely with developers via real-time collaboration on bug research, testing, complex problem solving, and SQL troubleshooting
• Tested all aspects of the Bonfyre software platform, including Android, iOS, Web, and API
• Operated in Agile environment, utilizing both Scrum/sprint and Kanban methodology
• Generated and tracked functional requirements for multiple long-term projects
• Facilitated creation and documentation of QA environment and processes

St. Louis, Missouri, US

• Implemented multiple new application modules from a complete end-to-end basis, from requirements to production
• Instituted a new QA environment and processes to facilitate better tracking of test cases across 10+ projects
• Supported over 8 transit applications, including bus, rail, demand/response, and customer service
• Acted as a liaison between users and the vendor software
• Troubleshot production issues, created cases with vendor software, and tracked development

• Created and operated an independent bra boutique that specializes in hard-to-find sizes
• Coordinated with other local businesses to host events
• Assisted customers in finding a bra that fits and is cute and affordable
• Managed website, blog, email marketing, and social media platforms
• Worked with 100+ vendors to acquire stock

Dublin 2, IE

• Coordinated transition from 1 supported application to a Tier 2/Tier 3 support structure across 6 applications/functional areas
• Collaborated with developers to research and address complex issues in support of requirements or reported by mailers
• Triaged production issues escalated by Tier 1 and prioritized work for Tier 2/Tier 3
• Acted as a liaison between internal developers and business leads to ensure coordination of system expectations
• Provided analysis and reports of overall ticket volume, performance, and trends to managers and senior managers
• Facilitated training of 7 team members and provided ongoing support and development

Dublin 2, IE

• Worked as primary point of contact for high priority mailers to ensure prompt resolution of issues
• Troubleshot escalated tickets by running SQL queries and reviewing code to investigate mailing data and provide root cause analysis to developers
• Created and tracked defect reports in Quality Center, and verified client solutions in a test environment
• Created and refined process documentation for Tier 1/Tier 2 troubleshooting, status reporting, and ticket management

Dallas, TX, US

• Developed and ran test scenarios for internal telecom applications to ensure ease of use, overall functionality, data accuracy and regression
• Collaborated with developers to analyze bugs and address application issues
• Maintained Requirements Traceability Matrix to track business requirements, technical requirements, and test scenarios
• Managed team as a test lead, ensuring all test scenarios are divided fairly and completed on or ahead of schedule
• Worked with operations management and other IT professionals to ensure success during project transitions

St. Louis, Missouri, US

• Transported changes in SAP from development to production systems
• Monitored SAP daily and collected monthly performance statistics
• Provided first-line support to SAP developers, ISC's, and entire business for the Basis team