Tanya M. Terrell, Mba - Itil 4 Email & Phone Number

Charleston, South Carolina, US

Managed daily operations including vendor relationships, contracts, communication, bookkeeping, employee records, renovation projects and event planning. Implemented and managed church database system, online giving platform, and google suite. Serves as website and Facebook administrator. Provided executive assistance to the senior and assistant pastors..

Armonk, New York, NY, US

Supported the overall quality and integrity of the Problem Management process. Conducted Root Cause Analysis investigations and prepared completed documentation and monthly reports.

Fort Mill, SC, US

• Created and managed problems and root cause analysis investigations through resolution utilizing ITIL Best Practices. Provided trending and analysis and presented monthly and quarterly client deliverables and problem.
• Created and managed all problems and RCA investigations and chaired problem review meetings for 5 clients.
• Proactively initiated problems that resulted in 80% or more reduction in Incidents and client costs.
• Received an “exceeds expectation” performance review in the area of customer service / client care during first 6 months on the job.

Lisle, Illinois, US

• Developed and managed partnerships with recruiters, hiring managers and HR professionals to assist them with hiring and staffing while also creating new opportunities for DeVry University's students and alumni to start.
• Developed long-term client relationships and provided recruiting and talent sourcing services to over 200 companies and local organizations.
• Exceeded job lead to referral ratio goal by 400% during a single reporting period.
• Managed and planned 6 successful key recruiting events each year.
• Responsible for job lead development.
• Developed and presented workshops on resume writing, interviewing skills, personal branding, networking and business etiquette for college and high school students and experienced professionals. Provided career search.

Armonk, New York, NY, US

• Managed specific areas of the daily operations of several support groups including server, network and helpdesk to ensure delivery of contracted services and customer satisfaction. Served as change & problem manager.
• Responsible for all SLA (Service Level Agreement) reporting and completing RCAs.
• Managed specific daily operation areas of the server, network and helpdesk support groups to maintain service levels.
• Represented IBM as a liaison between IBM, the customer and various vendors.
• Implemented helpdesk service improvements that increased the customer satisfaction rating in partnership with Operations Management.
• Earned a Bravo monetary award as a key contributor in a confidential executive level management project that prevented the potential loss of millions of dollars

Armonk, New York, NY, US

• Managed the problem, change and service level management processes as the process owner on individual accounts. Provided on-call critical situation recovery management support by leading recovery bridge calls and.
• Managed problem, change and service level management processes as the process owner on individual accounts.
• Provided on-call critical situation recovery management support by leading problem solving efforts via recovery bridge calls and provided root cause analysis (RCA) and lessons learned reports.
• Managed a project that decreased the number of aged incident tickets 42% during the first 90 days on the account.
• Reduced service level penalties more than $100,000 a month by improving the current service level processes and reporting and by providing training to critical support staff.
• Reviewed and approved over 1000+ changes (RFC) annually.

Armonk, New York, NY, US

• Ensured process execution and audit readiness for over 80+ internal and external commercial WebHosting / eCommerce customers. Collaborated across service lines by facilitating meetings and participating in various.
• Selected as a subject matter expert to the Problem and Change Competency team.
• Served as a key member in writing the current IBM Global Problem, Incident and Change Management processes.
• Successfully managed the implementation of a new call, problem and change tool in support of over 120+ customers for IBM's Service Delivery Center West e-Business customers.
• Successfully passed 100% of all audits on assigned accounts including peer audits and SAS70 audits.
• Ensured process execution and audit readiness for over 80+ internal and external commercial web hosting customers.

Mba

Bs, Psychology & Pre-Pharmacy