1. A. Ruby Clayton rubster1@hotmail.com
(775) 848-2542 4917 Woodmeadow Drive
Fort Worth, TX 76135
Job Objective
Secure a position that not only will utilizes my varied support experience, but expands it.
Highlights
• Provided phone and desktop support to users via phone calls, emails, and in person. Technical
support given on a variety of Information Technology related issues, i.e. for software, hardware,
network connectivity problems, login accounts, Outlook, laptops, and desktops.
• Provided support to approximately 100 internal organizational users, and to over 10 sub
organizations, where sub-organizations could have up to 300 users each.
• Assisted in setup of user’s technical services. Ensured users compliance with set standards
required by the organization with regard to receiving and maintaining accounts needed to
access classified and unclassified networks and Skillport. Assist customers in any non-technical
concerns they may have.
• Serve as liaison between staff and IT department teams.
• Administered users Active Directory accounts and security group access.
• Created user accounts, and security groups in Active Directory.
• Worked closely with Network, Server, and Datacom teams to complete escalated work orders
for users.
• Responsibility for accurately logging issues, understanding and interpreting the problem or
question presented. Provided follow through and communicated with users while
troubleshooting. Tracked escalation progress, and updated users to ensured successful and
timely completion. Documented and tracked troubleshooting work order tickets and resolution.
• Used Remedy for ticket tracking and work order entry.
• Researched and resolved connectivity issues, hardware and software application problems and
escalated support when necessary.
• Troubleshoot network connectivity issues to resolution.
• Troubleshoot and resolve customer problems in Windows 2000, MS Office 2003, 2007, Outlook,
and various other software applications.
• Remote dialed into computers to diagnose, troubleshoot user issues, run patches, including, but
not limited to, driver and program uninstall and install.
• Administered secret and unclassified user accounts, i.e. reset passwords in Active Directory,
creation and deletion.
• Maintained computers within tolerance of set Information Assurance and patch standards.
• Maintained, installed and removed a variety of programs and drivers from laptops and desktops.
i.e. Troubleshoot CAC certificate issues, including installation/uninstallation of CAC reader
drivers.

2. A. Ruby Clayton rubster1@hotmail.com
(775) 848-2542 4917 Woodmeadow Drive
Fort Worth, TX 76135
• Trained new help desk support and trained liaisons within sub-organizations that would be the
point of contact for their members. Provided end user training.
• Prepared deployment and breakdown of various offices computer needs during various moves
i.e. determining layout, location of computers, printers and scanners, where drops will be, and
prepared and laid cable and prepared/installed patch cabling for the secret and unclassified
switches.
• Experienced with Microsoft Windows XP/2000/2003/Windows 7 Operating Systems, Microsoft
Active Directory, Remedy, Microsoft Office XP/2003, Microsoft Outlook, ActivIdentity,
SharePoint.
• Assigned Blackberry phones, setup email, and made changes when phones were reassigned.
• Identified computer hardware issues when possible. Researched warranties. Contacted
vendors and coordinated repairs of computers, printers and cellphones under warranty. Create
vendor service tickets to coordinate repairs and follow through completion.
• Documented and maintained asset inventories. Which include laptops, workstation, mobile
devices, printers and other peripherals.
• Performed end of life cycle inquiries and inventories, identified computers for disposition.
Documented disposition for property owners, degaussed, and destructed hard drives.
Certification/Training/Education
• Security+
• Received 18 weeks of in-depth training that covered, A+, Network +, Cisco Switches/Routers,
radio and antenna setup, and various secret level program training.
• Associates Degree in Liberal Arts, Borough of Manhattan Community College, New York, NY
• ~130 credits towards Bachelors.
• Attending at the University of Texas, Arlington.
Employment
United States Army November, 2009-October 2014
Position(s): Automations Specialist/IT Help Desk June, 2010-September, 2014
LAN Mgr, Signal Support Specialist