Service Management ★ Business Analyst ★ Re-engineering processes to increase profits & customer satisfaction.
- Perth, Australia
- Information Technology and Services
Tarnya Damen's Overview
- Service Management & Business Analysis Consultant at Occit Services - IT Consulting
- Western Power
- CPE Group
- Australian Institute of Management
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
Privately Held; 1-10 employees; Information Technology and Services industry
October 2008 – Present (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
June 2012 – October 2012 (5 months) Perth, Australia
Service Management Consultant
June 2011 – May 2012 (1 year) Perth, Australia
Service Management Consultant
May 2009 – June 2010 (1 year 2 months) Perth, Australia
Service Management Coordinator (Infrastructure)
December 2004 – October 2008 (3 years 11 months) Perth, Australia
Response Centre Coordinator (Service Desk Manager)
January 2001 – December 2004 (4 years)
Tarnya Damen's Volunteer Experience & Causes
Doubleview Primary P&C Association
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.
Doubleview Primary P&C Association
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 InternationalMember
- 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 WAMember
- 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 AustraliaIndividual 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
- IT Service Management
- Business Process
- Business Process Improvement
- Project Delivery
- Business Process Mapping
- Service Delivery
- Service Management
- Business Analysis
- Process Improvement
- Incident Management
- Resource Management
- Small Business
- Tender Management
- Tender Preparation
- Contract Management
- Executive Reporting
- Team Leadership
- Strategic Planning
- Microsoft Office
- Software Documentation
- Information Technology
- Customer Service
- Project Portfolio Management
- Business Transformation
- Service Desk
- Training Delivery
- Management Consulting
- Executive Management
- Process Optimization
- IT Outsourcing
- IT Management
- Service Improvement
- Vendor Management
- Stakeholder Management
- Employee Training
- Contract Development
Tarnya Damen's Education
Formal Leader Training
2008 – 2008
ITIL Service Management Masters V2 Training
2007 – 2007
Women in Leadership Programme
2006 – 2006
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.
2006 – 2006
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.
Cert IV in Assessment and Workplace Training (IT Trainer)
2005 – 2005
Dip in Early Learning Teaching Assistance (Teachers Aid)
2004 – 2004
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.
ITIL Foundation Certificate V2
2000 – 2000
1998 – 1999
Wembley Technical College
Cert in Cartography, Cartographic Drafting
1985 – 1987
Tarnya Damen's Additional Information
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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- consulting offers
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- job inquiries
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