Melodye Carlock

Experience

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  General Dynamics

  Jun 1988 - Jul 1990

  Computer Programmer

  Mainframe developer supporting fabrication work-in-process for F-16s.

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  Frito Lay

  Jul 1990 - Jul 1995

  Technology Project Manager/Sr. Systems Analyst

  Performed duties as Project Manager, Developer (mainframe COBOL, Microfocus COBOL, DB2) and Business Analyst creating and supporting multiple applications utilized to inventory, route and deliver PepsiCo products (Frito Lay, Sabritas, and Gamesa) to stores in the U.S., Mexico and Spain.

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  Southwest Airlines

  Jul 1995 - Apr 2021

  Function as a liasion between the Service Management (ServiceNow) Teams and the Enterprise Product Support organization. Assist EPS Leaders and Analysts with reporting, managing breached SLAs, aging Problems and general usage of ServiceNow; work with Service Management Operations Teams to research EPS issues, requests and processes; work with Service Management Development Team to identify enhancement and project opportunities in support of EPS. Partner with other Service Advisors to look for common trends and needs across the Technology organization. Show less Partner with Technology Leaders and Teams to identify, document and actively pursue improvement opportunities in applications as well as software development methodology and infrastructure environments. Lead these Teams through change, helping instill the discipline of continuous improvement into their daily activities. Perform analysis against existing production data and through surveys to combine factual as well as perceptive data to fully represent the current state of service of all applications and environments. Accepted additional responsibility as a Major Incident Quarterback, beginning February 2016. This role involves driving timely resolution of major technology incidents impacting airline operations, ticket sales and/or brand. Show less Facilitate the successful implementation of a multitude of change initiatives across the Technology Department (900+ employees and contractors). Assist in the rollout of new policies and governance focused on development of quality software solutions, efficiency and productivity, and the cultivation and preservation of our Company Culture. Lead employees and contractors through the changes, enabling them to be heard while also ensuring that the new policies and governance are embraced and accepted in a timely manner. Show less Application Director accountable for leading the development and support of applications utilized by a multitude of business areas within the airline. Technologies vary from J2EE, C++, mainframe COBOL, etc. as well as 3rd party software solutions. Team sizes have ranged from 2-7 Managers (as direct reports) with 50-80 overall staff of developers and business analysts. Also actively participate in college recruiting, development methodology creation, performance management standardization, a multitude of cultural and charity opportunities and other department-wide initiatives. Show less

  • Technology Enterprise Product Support - Airport Operations

    Feb 2018 - Apr 2021

  • Service Management - Service Advisor for Enterprise Product Support

    Aug 2017 - Feb 2018

  • Service Management - Continuous Service Improvement

    Jul 2014 - Aug 2017

  • Change Leader - Organizational Readiness

    Dec 2012 - Jul 2014

  • Technology Director

    Jul 1995 - Dec 2012