Cheryl L.

Coleman
Phone: (240) 447-2727

cherylcoleman.2006@yahoo.com
QUALIFICATIONS

Outstanding IT Operations Manager and Senior Administrator with years of experience in operations
supervision, change management, and systems optimization. Skilled in analyzing processes and
implementing effective strategic organizational changes to enhance productivity and provide better
customer service. Excellent communicator and innovative manager, instrumental in proposing and leading
successful enterprise operations project solutions. Experience building and optimizing IT support and
developing and leading cross functional teams. Expertise includes:
IT Assessment & Review
IT Organization & Staffing
Team Building & Leadership

IT Budgeting
Policies & Standards
SOX, ISO, HIPAA

IT Governance & Metrics

IT Compliance & Risk

COMPUTER SKILLS/CERTIFICATIONS
Skill Areas:

Servers, Desktops/Laptops, IT Strategic and Operations Management, DR

Management

Platforms & Systems: Windows XP/7, Windows Server 2003/2008, MS Exchange 2007/2010
Software Packages:

Certifications:

MS Office Suite, Active Directory, VERITAS Backups, Trend and Symantec Anti-virus,
Shavlik NetChk, Symantec Ghosting, Blackberry Enterprise, McAfee Endpoint
Encryption
ITIL Foundations in IT Service Management
CAREER ACHIEVEMENTS

Company Migration: Served as Project Manager and Senior IT Administrator for the URS Federal Services
implementation and migration of an acquired company, providing support transitioning to new domain,
building/rebuilding laptops and overseeing server transition and administration.
Standardized Policies/Metrics: Created standardized processes, procedures, and policies for URS Federal
Services IT department. Provided server metrics and ISO 9000 efforts;
Department of the Army Award: Recipient of Military Health Systems Commendation Award in 2004 from
the US Army for contributions to SAIC Health Systems Upgrade Project at Bethesda Naval Medical Center.
PROFESSIONAL EXPERIENCE
INDIAN HEALTH SERVICES (for Vistronix Contracting); Rockville, MD
4/2014-11/2015
Project Task Lead/Supervisor
Management of versatile Headquarters Service Desk to support the Indian Health Services/Division of Health
and Human Services.
Providing Tier 3 escalation support for Helpdesk team
Participation in Indian Health Services special projects as Subject Matter Expert (Service Desk strategic
processes)
Analysis and recommendations of IT processes and applications, which provided a Service desk ticketing
increase from 20/month to 1000/month within 8 months.
Insuring general IT support for Director, as well as technical backup of Videoconferencing for Directors Staff
Meetings
Create/modify processes, establishing metrics in support of contract objectives
KAISER PERMANENTE (for KForce Contracting), Silver Spring, MD 9/2013-4/2014; 3/2012-12/2012
Security & Compliance Project Manager
Project Management of vendor Service Improvement Process
Insuring HIPAA IT compliance in the IT Data Centers
Auditing of Security-related documentation of all three Data Centers across US

Create and modify Standard Operating Procedures for Silver Spring data Centers in regards to data integrity
and privacy
COMTECH MOBILE DATACOMM, (for Aberdeen Proving Ground)Germantown, MD
12/2012-9/2013
IT Project Engineer
Define, plan, track and manage assigned projects for IT Information Assurance and IT Operations
Generate technical project documentation, including requirements, work breakdown, structures, schedules, risk
management and communication plans
Make recommendations for improvement of processes
URS FEDERAL SERVICES, Germantown, MD
9/2005-3/2012
IT Compliance/Project & Operations Manager/ Senior Systems Administrator / (2005-2012)
Oversaw and directed implementation of high-skilled, focused Helpdesk to support Division; directing projects
and leading support for over 4000 users; managed internal network of 200 laptops/desktops and 50 servers.
Provide Tier 3 technical support for systems and internal IT team and resolve advanced end user issues;
configure, deploy, repair, and image laptops/desktops (predominantly Dell computers)
Optimized and managed monthly systems updates and patching; provided ongoing improvements and
recommendations to corporate leadership and maintained systems and maintenance records.
Lead support for management of LAN and network applications, administration of enterprise applications, and
overall systems in a Windows 7 environment with Windows Server 2008.
Direct efforts in hands-on role regarding A/V for Video conferencing and internal phone system; act as backup
support for physical Security System hardware (manage servers/hardware related to system).
Maintain, tune, and standardize configurations, operations and security of Xerox multifunction machines.
Establish processes, standards, project resources, workflows, technical provisioning, and training; select and
procure IT equipment (desktops, servers).
Assess multiple solutions for systems projects; solicit ideas from colleagues and industry experts, research
Internet, create low cost, effective support strategies.
Report on formal and informal basis; alert management to potential critical issues and solutions.
Enforce IT compliance in user account verifications and served as internal ISO 9000-2009 auditor.
Key Projects:
Policies/Procedures: Collaborated with management, stakeholders, and technical teams to update IT
policies and procedures and create organized methodologies.
Metrics Implementation: Introduced metrics to multiple IT areas; partnered with internal groups,
researched industry standards, and established ways and means to measure appropriate metrics.
EDUCATION
UNIVERSITY OF MARYLAND, College Park, MD
Bachelor of Science, Computer Technologies/Information Systems Management