Tawana M. Kinney

tawana.m.kinney@gmail.com

∙ 202.562.0271(H) ∙ 202.359.3376 (C)

 

Professional Summary IT Professional with (15 +) years of experience with a diverse background in IT management, Configuration management, Recruiting/staffing and Helpdesk support. I have a strong leadership and communications skills, computer proficiency and following through with projects resulting with outstanding customer satisfaction. Personal strengths include leadership, team player, coaching, outstanding customer service, excellent work ethic, technical competency and adaptability.

 

 

ACTIVE SECURITY CLEARANCE: DoD TS/SCI Clearance

 

EDUCATION AND CERTIFICATIONS

 

Bachelor of Arts, Trinity Washington University, Washington, DC

Security+ CE Certification October 2018

ITIL V3 Foundation Certification August 2011

Dell Certified Technician Premier Work Stations

Dell Certified Technician OptiPlex Desktops Dell

Dell Certified Technician Latitude Notebooks Dell

Repair & Maintenance of Personal Computers Prince George’s Community College

A+ Certificate Computer Service Technician I Prince George’s Community College

A+ Certificate Computer Service Technician II Prince George’s Community College

Certificate Early Childhood & Infant Education Armstrong Adult Education

Certificate Cyber Security Overview for Managers

Certificate Wireless Network Security

Certificate Hardware Asset Management

Certificate Software Asset Management

 

HONORS and AWARDS

 

A letter of Commendation for outstanding customer support, Defense Prisoner of War/Missing Personnel Office, Korea/Cold War Conference

Service Recognition Award for outstanding service, Lockheed Martin

Spot Award for outstanding service - Lockheed Martin

Spot Award at DHS for Outstanding customer services - Lockheed Martin

Team Award at 844^th CG Air Force Program

Team Award at 844th CG Airforce Program

Spot Bonus Award for Outstanding achievement – Paradigm Solutions Corporation

Peak Performance Award for Outstanding service – Paradigm Solutions Corporation

Service Recognition Award for outstanding service Chairperson – National Child Day Care Association (NCDCA)

 

EXPERIENCE

 

08/2015 – 011/2015 - Quality Assurance Manager: Defense Logistics Agency - Horizon Industries, Limited

 

·               Coordinated daily, weekly, and monthly quality standards at Defense Logistics Agency.

·               Prepared and disseminated daily, weekly and monthly reports.

·               Attended internal customer meetings.

·               Tracked Remedy incidents, work order, and tasks reports.

·               Coordinated with Program manager and Help Desk managers on the status of daily Operations at Defense Logistics Agency.

·               Prepared standard operating procedures and work instructions.

 

04/2015 – 06/2015 - Service Desk Manager: Defense Media Activity - Vykin Corporation

 

·               Supervised shift activities of the DMA technical operations and IT Service Desk personnel at Ft. Meade Army Base.

·               Managed Help Desk technicians.

·               Conducted daily Service Desk staff meetings and attended internal and external customer meetings.

·               Prepared, reviewed, and submitted daily/weekly reports.

·               Analyzed and evaluated Remedy tickets and Change Request while monitoring Remedy queue daily to ensure that Help Desk staff delivered timely and effective customer service.

·               Oversaw the completion of installation and configuration of laptops, desktops, printers and blackberries.

·               Coordinated with other support teams to provide effective resolutions for technical issues.

·               Provided daily support for various computer and software packages throughout DMA and the Pentagon.

·               Escalation POC for Service Desk technicians to ensure collaboration with other work centers for assistance with system and operational issues.

·               Provided technical and analytical functions for Office Management.

·               Provided effective oral and written communication to a diverse audience (all levels of management and military personnel).

·               Prepared/trained staff in standard operating procedures and work instructions.

·               Recruited staff as needed for mission critical support.

 

 

10/2014 – 04/2015 - Service Desk Manager Defense Media Activity: Lockheed Martin

 

·               Administered and directed shift activities of the DMA Help Desk at Ft. Meade Army Base.

·               Facilitated daily staff meetings.

·               Ensured the deployment of IT equipment to customer work sites.

·               Ensured that Remedy incidents tickets were updated daily.

·               Provided customer support service virtually and/or in-person.

·               Analyzed and evaluated Remedy tickets and Change Request while monitoring Remedy queue daily to ensure that Help Desk staff delivered timely and effective customer service.

·               Escalated and engaged other work centers for assistance with system or other operational issues.

·               Prepared/training staff in standard operating procedures and work instructions for Service Desk staff.

·               Coordinated with other support teams to provide effective resolutions for technical issues.

·               Provided daily support for various computer and software packages throughout DMA and the Pentagon.

·               Provided effective oral and written communication to a diverse audience (all levels of management and military personnel).

·               Administered the performance of services and support to internal and external clients ensuring that service levels were met and customer expectations as well as consistency with performance defined metrics/benchmarks were achieved/exceeded.

·               Recruitment, screening and selection personnel for mission critical positions.

 

4/2014 – 10/2014 - Sr. Configuration Management Analyst: AFNCR Lockheed Martin  

 

·               Ensured that all documents, forms and paperwork are submitted and processed accurately and completely.

·               Prepared weekly agendas for Requirement Review Board (RRB) and Configuration Control Board Meetings.

·               Reviewed/audited and processed documentation as well as record keeping.

·               Facilitated weekly Requirement Review Board (RRB) and Engineering Review Board (ERB) meetings. 

·               Coordinated, facilitated and participated in Change Control Boards (CCBs).

·               Assisted in development and retaining CM processes, policies, Standard Operating Procedures (SOPs).

·               Tracked, controlled, and reported on change activities through the request fulfilment system (Remedy 8.1). 

·               Updated and maintained system documentation in Share Point. 

·               Implemented approved Changes to CM Database.

·               Communicated orally and in writing with organization’s stakeholders and end users regarding infrastructure activities.

 

1/2011 – 4/2014 - Sr. Computer Operations Support Analyst: Defense Prisoner of War/ Missing - Personnel Office Lockheed Martin

 

·               Analyzed and resolved windows systems and server configuration and integration issues.

·               Created customer service accounts in Active Directory.

·               Created customer Remedy accounts using Remedy 7.1

·               Resolved systems issues through SMS remote access. 

·               Provided install as well as technical and software support to customers throughout DPMO.

·               Provided technical assistance and training to customers.

·               Deployed IT equipment to end users through-out DPMO.

·               Set-up scanning capabilities for customers on various types of printers/scanner devices throughout the agency. 

·               Interfaced with vendors for service level support of printers within the agency. 

·               Created, assigned, and resolved Remedy incident tickets daily. 

·               Traveled and provided monthly IT support at conferences for clients 30% of the time through the United States.

 

 

 

 

 

 

02/2010 – 01/2011- Headquarters Operations Lead Manager: Homeland Security DHS – Lockheed Martin

 

·         Administered and directed shift activities of the Headquarter Operations Center Functional Area.

·         Interfaced and collaborated daily with Government Watch Officer (GWO) providing operational status of numerous servers.

·         Monitored and reported the status of IT services in accordance with establish procedures.

·         Responsible for ensuring that customer needs were satisfied through coordinating specific informational technology deliverables.

·         Provided support to enterprise management system. 

·         Performed monitoring, management, and status reporting of networks and servers.

·         Managed Remedy (Incident, Problem, and Change) tickets.

 

 

 

 

·               Other contact positions held: