Summary
Overview
Work History
Skills
Security Clearances
Certification
Timeline
Generic

Carlton Turay

Washington,DC

Summary

Highly innovative IT professional with over 12 years of experience in providing high-impact IT support, implementing technical solutions, and delivering technical guidance. Recognized for IT leadership acumen and exceptional problem-solving abilities. Proficient in articulating technical information, collaborating with cross-functional teams, and achieving optimal performance outcomes. Possess active TS/SCI clearance and the ability to obtain and maintain a CI polygraph.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Help Desk Support

Securitas USA
McLean, VA
03.2018 - Current
  • Effective Solution Recommendation: Assessed and improved procedures & processes, resolving software & hardware issues.
  • Technical Assistance & Troubleshooting: Provided remote technical assistance through phone and email; utilized diagnostic techniques for issue resolution.
  • Issue Escalation & Resolution: Directed and escalated issues to appropriate support personnel while ensuring quality service.
  • IT Operations Leadership: Integrated accurate products and services to determine the best solutions for customer issues.
  • Operational Excellence: Maintained process logs, supervised team members, and served as a point of contact for client issues, boosting operational excellence.

Database Administrator

More Active Lifestyle
Alexandria, VA
01.2017 - 02.2018
  • IT Management & Technical Operations: Directed IT-specific tasks including installation and troubleshooting of hardware and technical equipment.
  • Customer Service Management: Handled operational services, responding to queries/complaints, and collaborating on process development measures.
  • Leadership & Personnel Support: Monitored operations performance, managed employees, and ensured project completion according to timelines.
  • Technical Process Improvement: Revamped technical processes, set service standards, and applied best practices to achieve organizational objectives.

Help Desk Support Representative

Walmart
Woodbridge, VA
11.2010 - 03.2017
  • Technical Leadership & Client Support: Managed technical functions, installed technologies, and taught end-users regarding their operation.
  • Prompt Issue Resolution: Performed remote technical troubleshooting using resources to provide tech solutions and diagnose issues.
  • Client Communication & Relations: Relayed effective technical support, fostered positive client relations, and provided consistent follow-up.
  • Cross-Functional Leadership: Evaluated issues, escalated to appropriate teams, and collaborated on tech solutions.
  • Process Documentation: Managed simultaneous projects, maintained logs, documented technical knowledge, and ensured all issues were reported.

Skills

Operations:

  • Incident Resolution
  • Customer Service
  • Process Development
  • Systems Support
  • Quality Assurance
  • Risk Mitigation
  • Client Communication
  • Technical Troubleshooting
  • Preventive Maintenance
  • Analytical Thinking

Telecommunications & Network Cabling:

  • Network Cabling Infrastructure (Cat6, VOIP, Fiber Optic)
  • TDM Networks
  • Use of Network Cabling Test Equipment
  • Power Tools & Ladders
  • Service Orders & Circuit Diagrams
  • Electrical Schematics
  • Network Troubleshooting & Repair
  • Routine Maintenance
  • Documentation & Labeling

Security Clearances

  • Top Secret SCI- Active

Certification

  • CompTIA Security

Timeline

Help Desk Support

Securitas USA
03.2018 - Current

Database Administrator

More Active Lifestyle
01.2017 - 02.2018

Help Desk Support Representative

Walmart
11.2010 - 03.2017

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Carlton Turay