Manager Air Force

Tawana M. Kinney

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

202-***-****(H) 202-***-**** (C)

Professional Summary Cleared TS/SCI IT Professional with (16 +) years of experience working with diverse backgrounds in IT manager, Project Manager, Configuration management, Recruiting/staffing and Helpdesk support. I have strong leadership and communications skills, computer proficiency and the ability to follow through with projects resulting in excellent customer satisfaction. Personal strengths include leadership, team player, coaching, excellent customer service skills, excellent work ethic, technical competency and adaptability. Attention to detail, Interpersonal skills, Problem solver.

ACTIVE SECURITY CLEARANCE: TS/SCI

EDUCATION AND CERTIFICATIONS

Bachelor of Arts, Trinity Washington University, Washington, DC

Security+ CE Certification

ITIL V3 Foundation Certification

Dell Certified Technician Premier Work Stations

Dell Certified Technician OptiPlex Desktops Dell

Dell Certified Technician Latitude Notebooks Dell

Certificates:

Cyber Security Overview for Managers

Wireless Network Security

Hardware Asset Management

Software Asset Management

Configuration Settings Management

Cyber Security Overview for Managers

IPv6 Security

Mobile Security

Wireless Network Security

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

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

HONORS and AWARDS

Spot Award for outstanding service - Lockheed Martin

Spot Award at DHS for Outstanding customer services - Lockheed Martin

Team Award at 844th CG Air Force Program

Team Award at 844th CG Air Force 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

04/2016 – Present – Customer Service Operations Manager: ManTech International – 40 hr. – $140,000

Manager: Anthony Nelson - 571-***-****

Chantilly, VA

Accountable for a team of System Administrators ensuring that daily IT tasks and processes are completed.

Provide professional, productive, and positive lines of communication to the customer and Program manager.

that employees understand and work effectively to meet mission, requirements and expectations of the customer.

Tracking myService incidents, task, and RITM tickets daily to ensure that tickets are assigned and resolved in a timely manner.

Reviewing Customer Surveys to find better ways to improve better customer satisfaction.

Communicate daily with Program manager and government management of any changes in the IT department to ensure that customers are aware and kept updated.

Review Standard Operation documentation and ensure that the updates are current.

Providing Weekly RITM and TASK reports to Management and Government leads.

Responsible for System Administrators tracking and updating RITM’s, Incidents, and tasks.

Providing excellent oral and written communication.to customers.

Managing Service Level Agreements (SLA).

Responsible for ensuring that System Administrators are tracking workstation installation data.

04/2015 –06/2015 - Service Desk Manager: Defense Media Activity - Vykin Corporation – 40 Hr. - $80,000

Unable to locate manager during timeframe will provide HR reference upon request

Short term on the contract. The contract was awarded to Vykin Corporation, but another company protested the award which caused everyone on the contact to look for other assignment during the protest.

Duties below are consistent with what I performed on the prior contract.

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 – 40 Hr. $75,000

Manager: Darrell Shorter – 240-***-****

FT. Meade Base

Lockheed Martin did not recomplete the contract and I chose to take stay with the newly awarded contract.

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) relaying customer feedback.

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.

04/2014 – 10/2014 - Sr. Configuration Management Analyst: AFNCR Lockheed Martin - 40 Hr. - $85, 000

Due to budget issue on the contract I moved to another Lockheed Martin Contract

Manager: John Patterson – 301- 255-0817

Ft. Meade Base

Responsible for ensuring 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.

01/2011 –04/2014 - Sr. Computer Operations Support Analyst: Defense Prisoner of War/ Missing - Personnel Office Lockheed Martin – 48 Hr. $80,000

Manager: Errol Graham – 703-***-****

FT. Belvoir Base

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.

Managed the process and conducted unlocking passwords.

Managed the process and conducted resetting passwords.

Managed the process and deployed security updates.

Managed the process deployed software.

Managed the process of setting up telephone and voicemail accounts.

Responsible for hardware installs as well as technical and software support to customers throughout DPMO.

Provided technical assistance and training for customers.

Deployed IT equipment to end users through-out DPMO.

Set-up scanning capabilities for customers on various types of printer and /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 throughout the United States.

2/2010 – 01/2011- Headquarters Operations Manager: Homeland Security DHS – Lockheed Martin - $75,000

Manager: Dora Joel – 571-***-****

Leidos – Lorton VA

Lead a staff Administered and directed shift activities of the Headquarter Operations Center Functional Area.

Managed Lockheed Martin and Subcontractor staff of System Administrators.

Provided (24x7x365) Tier II (workstation, server, software and hardware) support for the NOC, (3700+) onsite users, (20) VIP and (15+) offsite locations.

Ensured that all daily reports were updated and disseminated through-out Headquarters Operations Center.

Monitored several network devices locally and across the United States to ensure that they remained up and stable.

Established bridge call sessions with Site POC, Engineer, System Administrator, Technician and Lockheed Martin management to resolve any outage issues.

Managed Remedy (Incident, Problem & Change) tickets.

Briefed Lockheed Martin program manager (PM) daily on metrics and Watch Officer on any network outages.

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

.

Other contract positions held:

SCIF Deputy Lead - 11/2009 – 02/2010 – Homeland - Security Lockheed Martin

Managed and directed shift activities, interfacing with Government Watch Officer, Administered status reports of IT Services.

Monitored and reported on status of networks, servers, and updated Incident, and Change Management tickets. Managing SCIF employees.

Reduced the remedy ticket queue from (1000) down to (0) in a four-month period.

Provided (24x7x365) Tier II (workstation, server, software and hardware) support for the NOC and (3700+) onsite customers.

Remedy Queue Master-04/2009 – 11/2011 – Homeland Security – Lockheed Martin - Monitored Remedy Queue.

Manager: Janet Gaines – 703-***-****

Resolved customer issues.

Managed daily shift activities of service technicians.

Attending internal and customer meetings.

Ensured that Remedy ticket queue was updated daily.

Successfully reduced Remedy ticket queue from (1000) down to (0).

Computer Analyst - 01/2009 – 04/2009 – Homeland Security – Lockheed Martin

Provided desktop support to DHS customers.

Troubleshooting and installing computers, printers, blackberries.

Managed Remedy tickets.

Unlocked accounts.

Reset passwords.

Deployed security updates.

Deployed software and hardware.

Computer Analyst Technical Lead – 844th CG Air Force

Program – Trawick & Associates 02/2005 – 01/2009

Manager: Kathy McCoy – 202-***-****

NSA

Lead a team of computer technicians and ensured that deployment of 3000 computers, laptops, printers and scanners were refreshed throughout the National Capital Region per year in compliance with Service Level Agreements.

Provided asset management, including maintenance of component inventory and related documentation.

Managed and coordinated assignments of Refresh technicians.

Conducted interviews for the selection of personnel for mission critical positions.

OTHER QUALIFICATIONS: TRAINING, SKILLS and SOFTWARE

Deployment Lead/Scheduler

Management and Leadership Training

Leading and managing technical staff

Desktop and Technical support to ensure that installation and configuration of equipment such as computers, laptops, printers, and scanners

Public Speaking/Presenting before a diverse audience

Analyzing and deploying wireless devices

Windows 2003, 2008, 2012, and Microsoft Office

Proficient in Microsoft Office, Word, Excel, Remedy Management, and Share Point

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