Project Management, Service Desk

Tanya Spencer

Professional Profile

Dynamic and results-oriented Project Management Leader with over 15 years of proven success driving complex business and technology initiatives across diverse industries. Recognized for leading high-performing, cross- functional teams through the full project lifecycle. Skilled in translating business goals into actionable project roadmaps while ensuring stakeholder alignment, regulatory compliance, and measurable results. Known for fostering collaboration across technical and executive teams, building consensus, and maintaining momentum through clear communication and decisive leadership. Adept at creating environments where teams thrive, delivering outcomes that exceed expectations in scope, time, and budget. Areas of Expertise

· Project Management (Predictive/Agile/Hybrid)

· Business Process Improvement

· Change Management Leadership

· Software Configuration Management (SCM)

· Business Continuity Management (BCM)

· Cross-Functional Team Leadership

· Executive Stakeholder Communication

· PMO Establishment, Maturity, & Governance

· Risk Identification & Mitigation

· Strategic Resource Allocation

· Project Performance Metrics & Reporting

· Team Motivation & Development

· Cross Departmental Collaboration

· Project Life Cycle Management

· Scope Definition & Control

· Budget Planning & Oversight

Education & Certifications

· Bachelor of Business Administration in Project Management Amberton University, Garland, TX

· Certified Project Management Professional (PMP) Project Management Institute (PMI)

· Certified Scrum Master (CSM) Scrum Alliance

· Certified Scrum Product Owner (CSPO) Scrum Alliance

· Certified SAFe® 6 Agilist Scaled Agile

Technical Skills

· Project/Document Management Tools ServiceNow, JIRA, MS Project, Smartsheet, Confluence, Project Insight, SharePoint, ChangePoint (Daptiv)

· Business Tools Microsoft Office (Outlook, Word, Excel, PowerPoint, OneNote, Access, Publisher), Visio, SaaS, iCloud, Slack, Teams, Zoom, WebEx, GoogleDocs, OneDrive, Dropbox, Google Drive

· Business Intelligence/Generative AI & LLMs ChatGPT, MIRO, Canva, MS Copilot, MS Bing, Meta AI, Power BI, Google Sheets, SQL

· Change Management Tools CA-Endevor, ChangeMan

· IT Service Management ITIL & SAM, BMC Track It, Cherwell, SDLC, Quality Center, Service Center

· IBM Mainframe Tools & Utilities IBM Utilities, CICS, MVS, JCL, RACF, DCI, VAX Security, AS400, REXX

· Banking Tools & Apps Verafin, Gupton Marrs, FIS/Horizon

· User Access / Databases Active Directory (AD), Okta Professional Experience

PROJECT MANAGER SENIOR ARKANSAS BLUECROSS BLUESHIELD Remote 04/2024 – 04/2025 Directed the end-to-end management of large-scale, strategic healthcare initiatives, overseeing analysis, design, development, implementation, and evaluation phases. Facilitated seamless communication across diverse stakeholder groups, including executive leadership, by delivering clear, concise updates that reinforced alignment with project objectives. Executed core project management functions such as scope definition, planning, design, implementation, and cross-functional coordination with internal teams and external vendors. Managed SAFe portfolio execution, including lean business case development, epic hypothesis statements, and orchestration across multiple Agile Release Trains (ARTs). Maintained strong stakeholder engagement through consistent communication and detailed reporting. Proactively developed and implemented comprehensive risk management strategies to identify and mitigate issues, ensuring successful and timely project delivery.

214-***-****

********@*****.***

in

Tanya Spencer - Page 2

PROJECT MANAGER – TEAM LEAD / BA HAPPY STATE BANK Amarillo, TX 04.2017 – 04/2024 Served as Scrum Master for Agile development projects, facilitating core Scrum ceremonies including Daily Stand-Ups, Sprint Planning, Reviews, Retrospectives, and Backlog Refinement while fostering a culture of continuous improvement and team collaboration. Delivered executive-level project status reports, clearly communicating progress, roadblocks, and upcoming milestones. Led requirements gathering through client interviews, ensuring alignment between business needs and technical execution across IT and multiple Lines of Business. Functioned as a Business Continuity lead, coordinating both planned and unplanned tabletop exercises, briefing executives, and executing response plans to mitigate operational disruptions. Collaborated closely with Corporate Compliance, Operations, and IT to ensure regulatory adherence throughout the project lifecycle. OFFICE ADMINISTRATION FIRST STREET CHURCH Dumas, TX 01.2015 – 04/2017 Served as the primary Office Administrator for the Pastoral staff, overseeing the daily operations and general function of the church office. Managed internal and external communications, including public relations efforts such as church bulletin, phone systems, website, social media, press releases, and marquee messaging. Enforced office policies related to building use, bulletin boards, mailboxes, and promotional materials. Coordinated the flow of suppliers and collaborated with staff to schedule and facilitate building use. Maintained and communicated the master church calendar to ensure alignment across all ministries and activities. Demonstrated a high level of discretion and trust, protecting the reputation and confidentiality of individuals and the church body. Supported ministry and volunteer leaders with special event planning and logistics. Handled financial responsibilities, including counting and recording weekly contributions, making bank deposits, and managing the online giving portal. Designed, produced, and distributed the weekly bulletin, maintained bulletin board content, and created promotional materials for events and church activities.

RISK MANAGEMENT CONSULTANT SILVEUS FINANCIAL Dumas, TX 06.2012 – 01/2015 Collaborated with brokers to support clients in understanding and implementing risk management solutions, functioning as a liaison between stakeholders to ensure clarity of goals and alignment of strategies. Leveraged data tools to assess client risk profiles and guided them in selecting solutions that reduced exposure while maximizing profitability. Led client education efforts by delivering resources, tools, and technology that empowered informed decision-making. Managed the end-to-end process of preparing and submitting applications for risk management products, ensuring accuracy and compliance. Conducted assessments with prospective clients to determine appropriate commodity market solutions, such as futures, options, insurance, OTC, and cash sales, aligning client needs with suitable offerings. Partnered with brokers to implement price hedging strategies using exchange-traded and cleared contracts, ensuring coordinated execution. Facilitated the establishment of client credit lines, removing financial barriers and enabling timely execution of hedging strategies. PROJECT/CARD RELEASE MANAGER BANK OF AMERICA Addison, TX 10.2003 – 05/2012 Led project planning and execution for Loss Prevention Technology and CARD Release Management teams, overseeing multiple concurrent initiatives from inception through post-implementation. Developed and maintained project plans, tracked deliverables, and ensured accountability using tools like Matrix, Nexus, and custom Microsoft applications. Collaborated with cross-functional teams—including IT developers, analysts, and offshore staff—to gather requirements, test, and deploy technology solutions. Managed monthly production releases, facilitated release workgroups, coached stakeholders, and served in multiple leadership roles (Control Room Manager, Communications Manager, and Defect Tracker) to ensure smooth deployments. Created dashboards, maintained SharePoint portals, and provided status updates and release metrics to senior leadership. Supported change management, supervised offshore teams, coordinated emergency migrations, and ensured business continuity during system upgrades and code deployments.

BUSINESS ANALYST LABCORP Dallas, TX 11.1997 – 09/2001 Managed software configuration and security tools for laboratory systems, including CA-Endevor, Merant PVCS, VM/Tracker, RACF, DCI, and VAX. Led the Software Change Control Board (SCCB) and implemented Standard Operating Procedures (SOPs) to ensure consistent system governance. Designed and delivered customized training for end users and administrators on configuration management and security tools. Oversaw testing and approval of new product releases and authored functional and technical specifications to support system development and compliance initiatives.

Tanya Spencer - Page 3

Professional Experience (continued)

BUSINESS SYSTEMS SPECIALIST BLUECROSS BLUESHIELD TEXAS, Richardson, TX 03.1993 – 10.1997 Served as a liaison between user departments, systems teams, programming, and operations to support and administer mainframe applications such as CA-Endevor, RACF, CA-TPX, and TextBOOK. Designed and delivered training materials to educate users on mainframe software functionality and best practices. Represented the department on cross-functional IT committees, effectively communicating business needs and contributing to the planning and implementation of enterprise systems. Analyzed and reported on system performance and error trends, identifying root causes and recommending improvements. Assessed manual workflows for automation opportunities, communicated with external vendors, and participated in software evaluation and implementation. Served on the System Change Requests (SCR) team, reviewing proposed changes and enhancements to IT systems. Converted hard copy manuals to digital formats and supported online documentation initiatives. Developed and maintained provider directories, quarterly publications, and newsletters for the provider network. Automated documentation processes using templates, styles, and macros, while helping establish and enforce departmental formatting and style standards. Upheld strict confidentiality and professional discretion across all sensitive matters. Completed medical-related training courses such as ICD-9, CPT, and Medical Terminology. Coordinated Medical Advisory Board meetings, managing attendee invitations, logistics, and hospitality. Affiliations

· PMI (Project Management Institute) Amarillo Chapter President, Vice-President, Member

· PMI (Project Management Institute) Dallas Chapter, Member

· CA Endevor INUGE Shareware, President

· CA Endevor Southwest Users Group, President

· Alpha Kappa Alpha Sorority, Inc., Alpha Xi Omega Chapter, Member

Contact this candidate