Tia Shepherd-White

About Tia Shepherd-White

ITIL Certified ACCOUNT SERVICE MANGER/BUSINESS ANALYST/PROGRAM PROJECT MANAGEMENT AND TRAINING / CHANGE MANAGEMENT/INCIDENT MANAGEMENTProgram project and training / change manager with nearly 10 years’ experience. Expertise in project management, service improvement, change management, vendor management, and customer service. Proven ability to use ITIL approaches in service-driven businesses to meet project / program objectives on time and under budget. Demonstrated skill in gap analysis, data center procurement, cost model development, training / development, and managing multiple projects simultaneously. Proven history of presentations to executive management, process development and improvement, client interface at all levels of management, and virtual and on-site resource management.Specialties: Client Relations / Customer Service / Corporate Communications / Interviewing / Policy Procedure Development / Process Service Improvement / Project-Coord-Change Mgmt / Transitions-Onboarding / Start-Up Operations / Facilitation / Service Delivery / Gap Analysis / Purchasing / Information Security / Risk Mgmt / Quality Control Mgmt/ Training / Development / Consulting / Reporting/Analyzing Requirements Gathering / Data Validation / Documentation Development / Loan Processing/Underwriting

Experience

1. Account Service Management

   Dell Technologies

   Jan 2012 — Present · Plano, TX, US

   Provided overall Service Management through the ITIL Life-Cycle process for Financial & Healthcare Client Services • Audit Incident Management Tickets• Create/Run Incident Management Reports in OPASv2• Monitor High Severity Incident Tickets from Initiation to Service Restoration• Triage all High Severity Incidents and Establish dialogue with support analyst to ascertain business impact• Facilitate and Manage Situation Management/Escalation Management Bridges• Problem Record Creation upon Service Restoration• Change Management – Monitor Critical Change Management process

Education

• Stephen F. Austin State University

  Computer Science

  1991

Skills

• Information Security Standards
• Infrastructure Solutions Project Management
• Bmc Remedy
• Microsoft Sharepoint Workspace
• Dragnet (Vpn)
• Sdlc
• Microsoft Excel
• Business Analysis
• Building Relationships
• Project Plan Development
• Transition Pm Support
• Functional IT Managment
• Mortgage & Auto Finance
• Data Analysis/Data Validation
• Incident Management/Request Management
• Process Development and Training
• Itil V3 Foundations Certified
• IT Service Management
• Due Diligence/Requirements Gathering
• Application/Tool Validation
• Clarity
• Validation Reports
• Project Coordination
• Risk Analysis/Managment
• Meeting Facilitation
• Steady State Operations Handover
• Log-Me-in 123 Remote Control Console
• Incident Management
• Microsoft Word
• Onboarding and Start-Up Service Desk Operations
• Process Flow Documentation
• Itil Service Operations
• Peoplesoft
• Service Improvement Management
• Documentation Development/Validation
• Windows 7
• Microsoft Outlook
• Information Security Review/Validation
• Global Service Desk Change Management
• Initiation Planning