TONYA M. WILLIAMS

240-***-****

adrp9u@r.postjobfree.com

LinkedIn: Tonya M. Williams

Hyattsville, Maryland

Influential, natural leader who identifies and overcomes challenges to provide exceptional, reliable and compliant service. Motivated and trusted government service professional with over 10 years experience demonstrating leadership, dependability and operational excellence within government agencies and enterprise applications.

Adobe Professional

CISCO Jabber

Microsoft Office 365

Microsoft Teams/OneNote/OneDrive

NEMIS

CARS

SharePoint

Emergency Management Specialist

Federal Emergency Management Agency (FEMA) Washington, DC (2017 – PRESENT)

• Advise applicants to ensure most desired outcome is achieved for their disaster claim on the first visit

• Examine and properly handle Personally Identifiable Information (PII) documents and confidential records using discretion while maintaining privacy and respect for the Applicant and following HIPAA guidelines at all times

• Maintain 100% compliance by completing required trainings timely, verifying and validating Applicant identity as well as concisely recording Applicant encounters in relevant systems

• Realized 20% increase in reporting accuracy and capacity by providing correct linkages in NEMIS Applicant data

• Frequently recognized for excellence in customer service, training and instruction Help Desk Support Team Leader

Substance Abuse Mental Health Services Administration (SAMHSA) Reston, VA (2014-2015) Office of the Chief Technology Officer (OCTO) Washington, DC (2001-2014)

• System Administrator for Baseboard Management Controller (BMC) Remedy IT Service Management Applications serving as dispatcher and facilitator within DC agencies

• Increased number of resolved applications and appeals by sharing appeal writing templates with Applicants

Tonya M. Williams

• Developed templates to improve Applicant user interface resulting in a 5% increase in acceptable applications and appeals

• Administrator responsible for training IT staff who resolved 10% of the agency generated tickets

• Provided peer-coaching which has led to 200% more tickets being resolved for DC agencies

• Supervised 10 Summer Youth Employment Program (SYEP) Interns from DC Public Schools

• Designed Remedyforce self-service portal interface

• Administrator of user accounts managing issuing rights and access privileges for up to 20k desktops

• Successfully implemented training for newly acquired ticket tracking solution applications within DC agencies

Community Recognition:

• Building Emergency Response Team (BERT), Office of the Chief Technology Officer

• Fundraising, DC United/DC One Fund

• American Red Cross Volunteer

• Health and Wellness Ambassador, Office of the Chief Technology Officer

• Board of Directors 5 Years – Condominium Association

• Design and Landscape Committee – Condominium Association Certifications & Education:

• Customer Service for Managers, District of Columbia Human Resources

• Office Manager Desktop Support Applications, TheCompuClub

• Customer Service Management, LinkedIn

• Certified Apple Technician

• NEDP High School Completed (4.0 GPA)

• University of Maryland Undergraduate Courses Completed

• Emergency Management Institute, FEMA

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