Tonya B. Email & Phone Number

Washington, Dc, Us

Washington, District Of Columbia, United States

Mclean, Va

Participated on a team to design and develop ServiceNow to replace our previous Incident management system BMC Service Desk Express. Increased services to not only include Incident Management but also Problem, Change, Request, and Knowledge.Managed upgrade and clones of ServiceNow Instances. Create a service request catalog to manage requests related to Hardware, Software, Managed Services, Security, HR, Contracts, and Facilities requests. Create corresponding workflows, forms… Show more Participated on a team to design and develop ServiceNow to replace our previous Incident management system BMC Service Desk Express. Increased services to not only include Incident Management but also Problem, Change, Request, and Knowledge.Managed upgrade and clones of ServiceNow Instances. Create a service request catalog to manage requests related to Hardware, Software, Managed Services, Security, HR, Contracts, and Facilities requests. Create corresponding workflows, forms, catalog items, and interfaces to ensure that the pertinent information is gathered and the appropriate tasks are completed.Implement self-service password reset to allow users to reset and/or unlock accounts. Participate in daily SCRUM calls during the development phase of ServiceNow implementation.Review and evaluate testing feedback for ServiceNow to determine what modifications are necessary to implement a secure and efficient system.Assist with the integration of Okta with ServiceNow to support Single Sign-On via Okta. Managed the development process of custom applications within ServiceNow. Collecting business requirements, managing development as well as testing phases and the initial release as well as any subsequent updates and/or maintenance. Provide technical training on ServiceNow to fulfillers and users.Creates reports and dashboards to track metrics.Administer Symantec Endpoint Protection clients and Manager for over 1,000 systems deployed on the network.Implement, operate, and improve Information Security Threat Management systems such as Symantec Endpoint Protection, Nessus Vulnerability Scanner, and Malwarebytes within the LMI infrastructure.Expand Office 365 cloud identity from a standalone cloud application to a synchronized directory configuration with Same Sign-on.Test documented disaster recovery strategies and plans.Evaluate vendor hardware, software, network, and peripheral components against technical requirements. Show less

Mclean, Va

Assist with testing of new and upgraded applications and report findings to developers. Responsible for the installation, configuration, troubleshooting, and upgrades of hardware and software. Provide troubleshooting and maintenance of network printers. Overseeing and administering conferencing services (Webex, Polycom, Lync). Document all requests and there corresponding resolutions in support of software, hardware, conferencing and network support… Show more Assist with testing of new and upgraded applications and report findings to developers. Responsible for the installation, configuration, troubleshooting, and upgrades of hardware and software. Provide troubleshooting and maintenance of network printers. Overseeing and administering conferencing services (Webex, Polycom, Lync). Document all requests and there corresponding resolutions in support of software, hardware, conferencing and network support activities.Train LMI staff on computer systems including hardware, software, conferencing agents, and networking devices.Keep staff up-to-date with status of ticket, resolution, and timeframe.Assisted with the training and onboarding of new employees in the Huntsville office. Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.Review violations of computer security procedures and discuss procedures with violators to ensure violations are not repeated.Train users and promote security awareness to ensure system security and to improve server and network efficiency.Troubleshoot network or connectivity problems for users or user groups.Provide support via telephone, email, in-person related to hardware, software, networking or connectivity issues. Show less

Responsible for the implementation and maintenance of computer systems/peripherals, smartphones, Polycom units. Install and maintain local area networks for regional and district offices as well as territorial project sites. Troubleshoot and document software, hardware and regional network problems. Manage and maintain Inventory to provide documents and assist with capital budget planning.Prepares status reports for managers, documenting software, hardware and… Show more Responsible for the implementation and maintenance of computer systems/peripherals, smartphones, Polycom units. Install and maintain local area networks for regional and district offices as well as territorial project sites. Troubleshoot and document software, hardware and regional network problems. Manage and maintain Inventory to provide documents and assist with capital budget planning.Prepares status reports for managers, documenting software, hardware and regional network issues.Provide new user orientation training.Create and present instructional materials. Print Queue Management – create print queues, update print drivers, and troubleshoot printer or printer server issues.Provide remote support using VNC, Remote Desktop, or LogMeIn.Deploy virus protection software and remove malware via Trend Micro and Malwarebytes.Support and maintain user account information using Active Directory.Provide users with technical support for computer problems.Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.Summarize, evaluate, and present data to management for review and action. Show less

Provide support to Social Security Employees to build product knowledge and resolve discrepancies.Use discretion and judgment to ensure customer satisfaction in a time sensitive manner.Planned, coordinated, and instructed training sessions on various Microsoft products.Developed, wrote and edited informational brochures and newsletter articles.Support end-users with Microsoft applications (Word, Excel, Outlook, Access, Visio, and Project), Adobe Acrobat, VPN… Show more Provide support to Social Security Employees to build product knowledge and resolve discrepancies.Use discretion and judgment to ensure customer satisfaction in a time sensitive manner.Planned, coordinated, and instructed training sessions on various Microsoft products.Developed, wrote and edited informational brochures and newsletter articles.Support end-users with Microsoft applications (Word, Excel, Outlook, Access, Visio, and Project), Adobe Acrobat, VPN, Personal Computers, Laptops, and Social Security Administration applications (PCOM, DGS).Test a replacement CRM (Customer Relationship Management) system developed for the Information Center to track customers, technical issues, inventory, reports, and complete documentation. Show less

Perform a variety of Client, network, and help desk support functions in the hospitality industry.First point of contact for support incidents as well as end-user instruction in support of MICROS 8700/9700 systems. Document all work and resolve customer inquiries utilizing on-line knowledge base, technical knowledge and on-line CRM system. Support on site implementation personnel with technical questions. Connect to UNIX and Windows Servers using various… Show more Perform a variety of Client, network, and help desk support functions in the hospitality industry.First point of contact for support incidents as well as end-user instruction in support of MICROS 8700/9700 systems. Document all work and resolve customer inquiries utilizing on-line knowledge base, technical knowledge and on-line CRM system. Support on site implementation personnel with technical questions. Connect to UNIX and Windows Servers using various methods dialup, TCP/IP, Webex, and VPN. Show less

Designed and developed a database to store and retrieve library documents for the Legislative Affairs division PC based using Inmagic Database Management System. Analyze data, prepared spreadsheets associated with self-paced training sessions for Legislative Affairs division. Participated in Basic Tax Law training.

Master Of Science (Ms), Information Technology Information Assurance

Bachelor Of Science (Bs), Computer Information Systems