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. Created flyers, posters, brochures and email communications.

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 results. Collaborated with other service areas to include service desk, Incident and Change Management, as well as daily interactions with CompuCom and client executives. • 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 or continue their careers. • 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 advice.• Supported all DeVry University Community Outreach programs and efforts to include: Colorado Technology Association, STEM initiatives, Junior Achievement, 9news Health Fair, HerWorld, Adams County, Denver Public Schools and Mapleton School District High School career events, KidsTek and more.

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 and process owner and as liaison between IBM, customer and vendors. • 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• Established relationships to ensure customer satisfaction and ensure delivery of contracted services.

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 providing root cause analysis reports. • 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 projects to promote improvement, standardization, tool implementation and service level attainment. • 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.• Provided monthly change and incident tracking tool and process training. • Collaborated across service lines by facilitating daily meetings and participating in various organizational projects to promote improvement, standardization and service level attainment.

Mba

Bs, Psychology & Pre-Pharmacy