TIARA J. CLAYTON

**** ******** **** ***** ******** Maryland 20772

240-***-**** • adbhv6@r.postjobfree.com

SUMMARY

As a Service Desk Team Lead, I'm a determined hard-working leader seeking a position where I can further enhance my skills that will permit me to grow professionally. With my experience and knowledge with software, hardware, remote access, network connectivity, I will contribute to the success of the organization, and provide excellent customer service, ensuring customer satisfaction. I am sure to be a great and major asset to my team.

CERTIFICATIONS

Active Secret Security Clearance CompTIA A+ CE Certified

SKILLS

Operation Systems: Windows 7 & 10 Mac OS

Applications: Microsoft Office Suite (Office 2003/Office 2007/ Office 365), Active Directory, ServiceNow, Lotus Notes, SolarWinds, BMC Remedy AR System, DameWare Mini Remote Control, Data Armor, Citrix, VPN, PKI

Adobe Acrobat Pro, Nuance PDF converter

Hardware: PC Support, Plotters, Printers, Blackberry, Digital Senders, iPhones, iPad

EDUCATION

Northern High School Owings, MD

Graduated May 2004

WORK EXPERIENCE

Apex Systems Andrews AFB, MD

Field Service Tech August 2019- Present

Analyzes the customers’ needs and identify security requirements / solutions.

Supports LANs, WANs, network segments, Internet, and intranet systems

Ensures design of system allows all components to work properly together

Makes recommendations for future upgrades

Maintains network and system security

Troubleshoots problems reported by users and analyzes and isolate issues

Monitors networks to ensure security

Evaluates and modifies system’s performance

Maintains network facilities in individual machines, such as drivers and settings of personal computers as well as printers

Maintains integrity of the network, server deployment, and security

Ensures network connectivity throughout a company’s LAN/WAN infrastructure is on par with technical considerations

Designs and deploys networks; Maintain network servers such as file servers, and VPN gateways

Performs network address assignment

Assigns routing protocols and routing table configuration

Assigns configuration of authentication and authorization of directory services

Administer servers, laptop and desktop computers, printers, routers, switches, firewalls, phones, company mobile phones, smartphones, software deployment, security updates and patches

National Cooperative Bank Arlington, VA

Service Desk Team Lead September 2017- May 2019

Assist the IT Service Desk Manager by helping to ensure that all service desk projects, tickets and customer needs are satisfied.

Coordinate, as directed by Service Desk Manager, with other groups and business units to ensure ServiceNow tickets are addressed.

Ensure project completion and responsible for ServiceNow queue management when necessary.

Monitor server usage using SolarWinds

Liaison between the Service Desk technicians and System Administrators to troubleshoot difficult hardware/software problems.

Provide phone, desk side and email assistance to ensure proper computer operation, in an effort to make certain the end users can accomplish business tasks; this includes receiving, prioritizing, documenting, and actively resolving end user service desk requests, using the Service Now ticket tracking tool.

Responsible for problem diagnostic, troubleshooting, and problem resolution or escalation to the appropriate team.

Responsible for queue management of incoming incidents to the Service Desk via ServiceNow management system, telephone, and email to ensure courteous, timely and effective resolution of end user issues.

SAIC Annapolis, MD

Help Desk Team Lead September 2016- September 2017

Defense Information System Agency Joint Spectrum Center

Administer effective frontline assistance to customers where inquiries are beyond the knowledge of the help desk team members.

Showcase level of expertise by providing satisfactory explanations and solution to customer questions and issues to gain their confidence.

Managed, updated, and monitored Help Desk operations that included incoming and outgoing ticket system

Keep clean records of all activities in the help desk department and present them to management upon request for evaluation.

Implemented functional and technical troubleshooting processes to restore system operations resolve and repair issues related to global network operations.

Create good working relationship amongst members of the help desk team to ensure smooth flow of work, that improves overall performance.

Ensured documentation and quality performance standards were met using Remedy Mid Tier.

Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.

AllStaff Technical Solutions, Inc Alexandria, VA

Sr. PC Technician III February 2016- September 2016

DOD US Army Geospatial Center

Maintain A/V and VTC equipment and coordinate room setup configurations and adaptations for the scheduled events.

Provide routine technical assistance to users for A/V related problems.

Provide support to distributed PC/networking environment including installation, testing, repair, and troubleshooting.

Research, diagnose, troubleshoot and identify solutions to resolve customer issues.

Managed, updated, and monitored Help Desk operations that included incoming and outgoing ticket system.

Implemented functional and technical troubleshooting processes to restore system operations resolve and repair issues related to global network operations.

Image desktops and laptops.

Business Integra Washington DC

Technical Support Engineer III September 2015- December 2015

Department of State Consular Affairs

Research, diagnose, troubleshoot and identify solutions to resolve customer issues

Setup/ provision mobile devices including iPhones, iPads, Android phones, and blackberries.

Apply basic diagnostic techniques to identify problems with mobile devices.

Perform troubleshooting and incident resolution for al issue with mobile device.

Managed, updated, and monitored Help Desk operations that included incoming and outgoing ticket system.

Implemented functional and technical troubleshooting processes to restore system operations resolve and repair issues related to global network operations.

Image desktops and laptops.

Monitored system performance that ensured adequate resources (hardware, software, and communications) was made available to meet customer demands.

Troubleshoot Windows and Mac OS.

Properly install desktop and laptop as workstations and maintain workstation functionality.

DMInc. Washington DC

Systems Administrator II (Active Secret Security Clearance) October 2012- June 2015

Department of State Information Resource Management

Create Active Directory account for OpenNet and ClassNet users.

Prepare incoming/outbound customer accounts for transfers.

Create RSA Token device account and issuance.

Map customer network drives and .pst file using the RSA Token device.

Troubleshoot Active Directory accounts, and RSA Token devices.

Receives all DOS Logon Forms and related account service requests.

Verifies DOS Logon Forms are accurate and complete.

Open tickets within Remedy ticketing system.

Managed, updated, and monitored Help Desk operations that included incoming and outgoing ticket system.

PowerTek Corporation Arlington, VA

Help Desk Specialist Team Lead (Active Secret Security Clearance) June 2012- September 2012

DOD Washington Headquarters Service

Created and updated accounts in Active Directory.

Managed, updated, and monitored Help Desk operations that included incoming and outgoing ticket system.

Ensured documentation and quality performance standards were met using Remedy Mid Tier.

Manage inventory supply for department.

Provide telephone support to the end-users on hardware, software, general use, questions, and network related problems.

Perform workstation setup including hardware configuration, software installation, and printer and phone connectivity.

Troubleshoot hardware and software issues on-site, remotely, and via phone.

L-3 Communications Arlington, VA

Tech Support/ Help Desk Specialist (Active Secret Security Clearance) October 2010- May 2012

DOD US Army Information Technology Agency

Managed, updated, and monitored Help Desk operations that included incoming and outgoing ticket system.

Ensured documentation and quality performance standards were met using Remedy Mid Tier 7.6.

Manage inventory supply for department.

Implemented functional and technical troubleshooting processes to restore system operations, resolve and repair issues related to global network operations.

Monitored system performance that ensured adequate resources (hardware, software, and communications) was made available to meet customer demands

Promoted team participation, commitment, initiative, flexibility, and performance values.

Aid with prioritization of information technology activities to meet business requirements.

Properly install and maintain fiber cables, transceivers, CAT 45 network cables, and other network peripherals.

Properly install desktop and laptop as workstations and maintain workstation functionality.

Provide guidance and work leadership to less-experienced technicians.

Prince George’s County Department of Housing & Community Development Largo, MD

General Clerk IV (Rental Assistance Division) August 2007-October 2010

Provide administrative support for 50 staff persons in daily litigation matters, telephone inquiries, and reports

Compositions to keep department running efficiently

Serve as primary point of contact and liaison between management, landlords, and clients to ensure proper communications.

Develop & maintain accurate account for department inventory stock on Excel spreadsheet

Prepare & distribute 6000 mail merged prepared letters annually

Provide IT specific support on Emphasys (housing industry software)

Prince George’s County Department of Environmental Resources Upper Marlboro, MD

General Clerk II June 2006- August 2007

Responsible for answering telephone inquiries for refuse pick-up including emergency calls and complaints and taking appropriate action.

Best Buy Bowie, MD

Car Audio Senior Sales Associate September 2005- August 2006

Implemented intensive customer service and sales techniques while improving overall quality of merchandise selling and profitability of the store

George Washington University Law School Washington, DC

Administrative Assistance to Dean of Law School January 2005- November 2005

Responsible for new employees training for individuals hired in Dean’s Office

Maintained current knowledge of the multiple programs and activates both planned and ongoing in the office

Offered professional customer service by answering call from internal and external customers.

Design agency promotions and advertisement using Microsoft Word & PowerPoint

REFERENCES: Available upon request.

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