Tarnya Damen

Tarnya Damen

Service Management ★ Business Analyst ★ Re-engineering processes to increase profits & customer satisfaction.

Location
Perth, Australia
Industry
Information Technology and Services

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Tarnya Damen's Overview

Current
Past
  • Service Management Consultant at Datacom
  • IT Trainer (contract) at Openmind Training
  • Service Management Coordinator (Infrastructure) at Western Power
  • Response Centre Coordinator (Service Desk Manager) at Western Power
  • Service Desk Manager at Hartley Poynton PL
Education
Connections

281 connections

Tarnya Damen's Summary

I’m an accomplished business process and service delivery/service management professional with 15+ years experience in team management, business analysis, process re-engineering and optimisation, incident and problem management and customer service delivery.

Career successes include successfully developing integrated business processes to improve service levels and customer service in front line IT support to consistently achieve monthly SLA KPI’s. I was the key stakeholder and major contributor of business data and processes for the successful outsourcing of infrastructure service support at Western Power. At the Independent Market Operator I was the lead project manager for the successful outsourcing of infrastructure service support and final award of contract to an external vendor. The above projects saw a high level of key business information input and management from myself and involved considerable business analysis, process mapping and engineering, tender reviews, contract development, stakeholder and vendor management. I have written businesses cases for approval to upgrade internal software solutions and seen the project through to completion, providing increased customer satisfaction and improved incident and problem reporting thereby reducing service outages and incident calls. All projects were implemented successfully, on time, to budget and provided added value to the businesses in terms of increased customer satisfaction, improved business processes and consistently achieving KPI’s.

I have hired, trained and mentored team members across diverse service delivery teams in IT service Desk, IT training, IT asset management & procurement and IT desktop support. I have a broad range of business knowledge and technical skills garnered from career experience in various industries that include Information Technology, Oil & Gas, Electrical Utilities, Geological & Mining, financial and stockmarket.

Common name misspellings: Tanya, Tania, Damon, Daemon

Tarnya Damen's Experience

Service Management & Business Analysis Consultant

Occit Services - IT Consulting

Privately Held; 1-10 employees; Information Technology and Services industry

October 2008Present (6 years) Perth, Australia

OCCIT Services is an IT Services consultancy providing service management, procurement, tender/bid and contract management and business analysis and process mapping to provide business system improvement and increased customer satisfaction. Services in which OCCIT specialise are:
★ ITIL service management process design and reporting
★ Business analysis and process mapping and optimisation
★ Business analysis and research
★ Service support outsourcing
★ Tenders, bids and contract development
★ Project management reporting
★ Presentations and training for deployment of re-engineered business processes
★ Web design and management
★ Social media management

Contract Technical Writer SPIDA GIS Project

Western Power

June 2012October 2012 (5 months) Perth, Australia

Service Management Consultant

Independent Market Operator

June 2011May 2012 (1 year) Perth, Australia

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July 2010May 2011 (11 months)

Service Management Consultant

Datacom

May 2009June 2010 (1 year 2 months) Perth, Australia

IT Trainer (contract)

Openmind Training

February 2009May 2009 (4 months) Perth, Australia

Service Management Coordinator (Infrastructure)

Western Power

December 2004October 2008 (3 years 11 months) Perth, Australia

Response Centre Coordinator (Service Desk Manager)

Western Power

January 2001December 2004 (4 years)

Service Desk Manager

Hartley Poynton PL

May 1999January 2001 (1 year 9 months) Perth, Australia

Tarnya Damen's Volunteer Experience & Causes

  • Volunteer Experience

    • President

      Doubleview Primary P&C Association
      • Education
      May 2012 February 2013 (10 months)

      Public face of the P&C.
      Liaise between school administration and school parent community.
      Chair meetings and ensure P&C policies and procedures are followed.
      Ex-officio on all P&C sub committees.
      Ensure all office bearers fulfill their duties.
      Represent the P&C and manage all media and external inquiries.
      Observe legal formalities and signatories on all financial accounts.
      Mentor Vice President.

    • Vice President

      Doubleview Primary P&C Association
      • Education
      February 2010 May 2012 (2 years 4 months)

      Support P&C President in all executive activities.
      Act as President in their absence.
      Signatory on all P&C accounts.
      Ex-officio on select sub committees.

Tarnya Damen's Organizations

  • BNI - Business Networks International

    Member
    • July 2013 to December 2013

    I was a founding member of a new networking group in Fremantle called Business Networkers Fremantle, meeting lunchtimes on Tuesdays. Visitors are welcome to attend and enjoy lunch and connect with other like minded business people.

  • Women in Technology WA

    Member
    • November 2011 to Present

    WITWA is a Perth based, not for profit organisation providing a framework for women in Technology to extend their network and expand their knowledge on a broad range of professional topics. WITWA endorses open conversation and debate.

    I have contributed to the Techtrails program as a Social Media Presenter at the Gilmore College Techtrails presentation in December 2011. WITWA coordinates the Techtrails which is designed to encourage youth to consider careers in technology. WITWA manages discussions about technology careers and career pathways with youth in secondary education establishments throughout WA.

  • itSMF Australia

    Individual Member
    • July 2005 to Present

    itSMF is the only internationally recognised and independent organisation dedicated to IT Service Management. It is a not-for-profit organisation, wholly owned and principally operated on a volunteer basis by its members, many of whom see this service as 'giving back' to the industry. Members are also exposed to opportunities that may not be available to them in their regular workplaces – such as managing Special Interest Groups, chairing meetings, leading working groups, writing or reviewing white papers and/or presenting at seminars.

    I was initially a corporate member whilst working at Western Power and recently updated my membership as an individual.

  • Australian Institute of Management (AIM)

    Associate Member
    • 2005 to 2008

    The sole purpose of AIM is to promote the advancement of education and learning in the field of management and leadership for commerce, industry and government.

    Across Australia, AIM adds capacity to managers by providing opportunities to learn, develop know-how and better understand practical management. AIM does this through a range of services in business and management training, events and seminars, coaching, research and publications, supported by a specialist management bookshop and library services geared to graduate school education.

  • Women in Business WA (WIBWA)

    Member
    • January 2012 to January 2013

    WIBWA provides social networking events, workshops and seminars to assist business women to extend their business network, enhance their business knowledge and achieve success in their business. WIBWA operates with integrity and values for the benefit of all.

Tarnya Damen's Skills & Expertise

  1. IT Service Management
  2. ITIL
  3. Business Process
  4. Business Process Improvement
  5. Project Delivery
  6. Business Process Mapping
  7. Service Delivery
  8. Service Management
  9. Outsourcing
  10. Business Analysis
  11. Process Improvement
  12. Incident Management
  13. Resource Management
  14. Infrastructure
  15. Management
  16. Small Business
  17. Tender Management
  18. Tender Preparation
  19. Contract Management
  20. Executive Reporting
  21. Team Leadership
  22. Strategic Planning
  23. Microsoft Office
  24. Software Documentation
  25. Consultants
  26. Information Technology
  27. Training
  28. Customer Service
  29. PMO
  30. Project Portfolio Management
  31. Business Transformation
  32. Service Desk
  33. Training Delivery
  34. Management Consulting
  35. Executive Management
  36. Process Optimization
  37. IT Outsourcing
  38. IT Management
  39. Service Improvement
  40. Vendor Management
  41. Stakeholder Management
  42. PRINCE2
  43. Employee Training
  44. Contract Development
  45. Leadership

View All (45) Skills View Fewer Skills

Tarnya Damen's Education

Western Power

Formal Leader Training

20082008

CPE Group

ITIL Service Management Masters V2 Training

20072007

Australian Institute of Management

Women in Leadership Programme

20062006

A course that was specifically tailored for women and focussed on senior management networking and negotiating at leadership levels. This course was conducted over six months and focussed on experiences in the workplace.

Australian Institute of Management

Negotiation Skills

20062006

This course was specifically useful and relevant for management issues in the workplace with IT outages where multiple groups had to be coordinated to resolve the problem quickly and restore service.

Australian Institute of Management

Cert IV in Assessment and Workplace Training (IT Trainer)

20052005

Edith Cowan University

Dip in Early Learning Teaching Assistance (Teachers Aid)

20042004

This certification enables me to work as a teachers aid in primary school. The course was a good lead up to the IT Training certification as both deal specifically with training in small groups.

Conan Group

ITIL Foundation Certificate V2

20002000

Interim Technology

Microcomputer Technology

19981999

Wembley Technical College

Cert in Cartography, Cartographic Drafting

19851987

Tarnya Damen's Additional Information

Interests:

Data analysis and reporting. Business and team management. Learning and education and continuous improvement.

Groups and Associations:
Honors and Awards:

Graduate Speaker at IT Certification Awards ceremony in 1999.
Social Media Presenter at Techtrails Secondary Education Program at Gilmore College Kwinana in December 2011.

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