IT Project Lead with Security Clearance and 10+ Years Experience

Tiara Clayton

Upper Marlboro, Maryland ***** •240-***-**** • *****.*********@*****.***

Driven IT professional with 10 years of experience managing technical projects and leading help desk teams to support multiple United States government departments. Active Secret Security Clearance CompTia Security+ CE and CompTIA A+ CE Certified. AREAS OF EXPERTISE

• Skilled team leader with experience managing team performance using Service Level Agreements (SLA).

• Extensive experience directing day-to-day IT operations, maintenance, and upgrades on servers, network devices, databases, and enterprise applications and systems.

• Solve complicated problems to reliably and securely complete systems and infrastructure work.

• Outstanding communication skills leveraged to ensure team cohesion and total client satisfaction. TECHNICAL PROFICIENCIES

Platforms: Windows 7, 10, and 11 Office365, Mac OS Tools: Microsoft Office Suite (2003/2007/365), Active Directory, ServiceNow, VMware Mirage, VDI, Lotus Notes, SolarWinds, BMC Remedy AR System, DameWare Mini Remote Control, Data Armor, Citrix, VPN, PKI, Adobe Acrobat Pro, Nuance PDF converter.

Hardware: PC and Mac desktops, plotters, printers, laptops, Blackberry, digital senders, phones. Professional Experience

Client Service Manager, 22nd Century Technologies, Inc. Andrews Air Force Base 2/2024- 9/2024 Air National Gard Readiness Center (ANGRC)

Manage the help desk and system administrators to ensure the customers’ queries are resolved on time and to high user satisfaction. Responsible for interviewing, hiring and training new staff and creating policies and procedures for team operations. Hosted mandatory morning meetings to support the entire team to meet all customer technology needs. Coordinated with various business units and delivered creative troubleshooting on difficult hardware problems. Managed projects, oversaw service queue, monitored server usage, and prioritizing work. Diagnosed and resolved complicated problems escalated by team.

§ Managed and support the team of help desk and system administrator technicians.

§ Developed and managed project plans and schedules ensuring alignment with organizational goals.

§ Mentored team and providing training and conducting performance evaluations.

§ Analyz short, medium, and long-range projects for solutions of complex operational or policy issues in areas such as information security, information security reporting, systems development life cycle, quality assurance, etc.

§ Provided expert technical guidance, interpretation, and implementation oversight of applicable information technology policies, processes, and practices.

§ Developed and executing strategies for information technology quality assurance (QA)

§ Advised senior leadership on latest IT technologies to aid in decision making

§ Implemented risk management strategies that minimize project ricks.

§ Provided expert technical guidance, interpretation, and implementation oversight of applicable information technology policies, processes, and practices

§ Monitored team performance and developing feedback reports for management.

§ Managed escalations and ensuring any issues are resolved in a timely manner.

§ Made recommendations to improve operational efficiency.

§ Managed project scope, timelines, and deliverables, achieving 100% on-time delivery for multiple projects.

§ Assessed security risks and vulnerabilities; builds, tests, and recommends cloud security solutions; and manages cloud environments in accordance with ANGRC approved cybersecurity security guidelines.

Technical Management Analyst, The Tatitlek Corporation, Arlington, VA 4/2021 – 2/2024 Department of State Bureau of Diplomatic Security

Provided and conducted organizational studies and evaluations, design systems and procedures, conduct work simplifications and measurement studies, and prepare operations and procedures manuals to assist management in operating more efficiently and effectively.

§ Ensures the delivery of robust customer support, including technical assistance, troubleshooting, and training to promote the effective implementation of systems and applications. Communicates complex technical requirements to non-technical personnel and prepares and presents briefings to senior management officials on systems related matters.

§ Develop new and revised procedures for administrative review of procedures to facilitate the operation of the Division with established guidelines.

§ Oversees the preparation of various recurring reports such as monthly, quarterly, cumulative semi- annual and cumulative annual reports of activities.

§ Served as the technical lead in applying best practices to enhance software design, implementation and support between organizations.

§ Conduct technical analyses of complex IT system solutions and provides management with accurate and timely technical conclusions and recommendations

§ Lead complex technical sessions or meetings to coordinate cross-functional teams for developing advanced solutions is multiple technology disciplines such as IT infrastructure SharePoint Support Tech, Kalani Consulting/ Quadrantinc, Washington, DC 8/2020 – 12/2020 Department of State Bureau of Diplomatic Technology (IRM) Provide technical support to the VIP customers of the Department of State and work independently while remaining closely connected to a team structure. Navigate through the challenges of working with a dynamic and ever-changing landscape that comes with supporting a key federal agency. Serve as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.

§ Balanced high volumes of requests, directing team’s work to deliver maximum efficiency.

§ Demonstrated ability to effectively and clearly deliver information to a range of audiences to include relaying technical data to a non-technical audience Field Service Technician, Apex Systems, Andrews Air Force Base, MD 8/2019 – 8/2020 Department of the Navy

Provide critical technical interface for 85,000 customers for the United States Navy. Carefully analyze customer needs, identify security requirements, and deploy solutions in a fast-paced, ever-changing environment. Support LANs, WANs, network segments, internet, and intranet systems by demonstrating exceptional understanding of security and network related issues.

§ Motivate team and maintain high-level customer support through positive leadership.

§ Present recommendations for future upgrades, evaluate and modify system performance, and maintain network integrity and connectivity.

§ Specifically requested and asked to manage ticket queue after only 2 weeks on the job. Service Desk Team Lead, National Cooperative Bank, Arlington, VA 9/2017 – 5/2019 Responsible for interviewing, hiring and training new staff and creating policies and procedures for team operations. Hosted mandatory morning meetings to support the entire team to meet all customer technology needs. Coordinated with various business units and delivered creative troubleshooting on difficult hardware problems. Managed projects, oversaw service queue, monitored server usage, and prioritizing work. Diagnosed and resolved complicated problems escalated by team.

§ Recognized for completing a 100% inventory before the due date, which had never been done.

§ Travelled to head office to support company VIPs and communicate feedback to manager.

§ Served as a technical lead in applying best practices to enhance software design, implementation and support between organizations, operating systems, and application services

§ Create service level agreements (SLAs) and flow charts to direct work from start to finish.

§ Develop and implement policies and procedures using project management principals.

§ Develop complex project schedules and integrated master schedules using standard project management tools such as Microsoft Project.

Help Desk Team Lead, SAIC, Annapolis, MD 9/2016 – 9/2017 Defense Information Systems Agency (DISA)

Directed all technical help desk operations for the Joint Spectrum Center at the Defense Information System Agency. Led the team through agile project management that included daily team meetings and all aspects of recruiting new hires. Promoted positive team dynamics, provided effective frontline assistance on escalated tickets, maintained accurate documentation, and met high performance standards.

§ Built strong relationships by effectively communicating technical expertise and expectations.

§ Developed several new proactive strategies to create back-up plans for future needs. Senior PC Technician, AllStaff Technical Solutions, Inc., Alexandria, VA 2 3/2016 – 9/2016 US Army Corps of Engineers

Oversaw technical support for the US Army Geospatial Center in the Department of Defense on all audiovisual, image desktops, and laptop issues. Mentored team to provide installation, testing, repair, and troubleshooting in a distributed PC/networking environment.

§ Implemented new troubleshooting processes that restored and repaired global network operations

§ Managed all aspects of help desk operations, including monitoring and updating ticketing system. Technical Support Engineer III, Business Integra, Washington, DC 9/2015 – 12/2015 Department of State Passport Agency

Led team of technicians to research, diagnose, and implement technical solutions for mobile devices, desktops, and laptops with both Windows and Mac at Consular Affairs in the State Department.

§ Effectively monitored system performance, which ensured available resources to meet demand. Systems Administrator II, DMInc., Washington, DC 10/2012 – 6/2015 Department of State Bureau of Diplomatic Technology (IRM) Managed help desk operations for Information Resource Management at the State Department. Held Active Security Clearance. Created active directory accounts for OpenNet and ClassNet users, implemented security authentications, mapped network drives, and managed account access requests.

§ Balanced high volumes of requests, directing team’s work to deliver maximum efficiency. Help Desk Specialist Team Lead, PowerTek Corporation, Arlington, VA 6/2012 – 9 /2012 Department of Defense Headquarters, Department of the Army (HQDA) Assign help desk personnel to resolve issues, ensure accuracy of account directory, inventory supply, workstation setup for the Washington Headquarters Service of the Department of Defense. Met documentation and quality performance standards of IT support. Held Active Security Clearance.

§ Commended for creative remote and on-site troubleshooting of hardware and software issues. Tech Support/Help Desk Specialist L-3 Communications, Arlington, VA 10/2010 – 5/2012 Department of Defense Headquarters, Department of the Army (HQDA) Resolved and repaired global network operations issues and managed help desk team at the US Army’s Information Technology Agency for the Department of Defense. Held Active Security Clearance. Installed and maintained fiber and network cables, transceivers, desktop and laptop workstations, and managed inventory for department. Confirmed adequate hardware, software, and communications resources met customer demands.

§ Contributed to operational management as a member of the VIP support team.

§ Prioritized activities to meet business requirements and actively improved team performance. Education and Certifications

Candidate for Bachelor of Business Management, Strayer University, Washington, DC Completed 60 courses towards 4 year degree

Active Secret Security Clearance CompTIA Security+ CE and CompTIA A+ CE Certified

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