Resume for experienced IT professional with 1 1/2 decades working in various industries. Creative, Proactive and resourceful leader.

1. Lynn Coleman MCSE, MCSA, CNA
123 Gardner Avenue ▪ Glenolden, PA 19036 ▪ LynnColeman715@gmail.com 484-213-2352
Summary of Qualifications
Visionary and student of the technology industry with twenty years of professional IT experience. Repeatedly
and consistently drive the adoption of new technology and application of new techniques to increase productivity
and reduce costs. Excel at analyzing existing processes and procedures to generate new ideas to improve
efficiency and quality of support organization. Highly adaptable to ever changing circumstances.
Key Skills
 MS SharePoint administration and design
 HTTP 5, CSS and JavaScript
 Dreamweaver, Photoshop
 Project Management: Agile, ITIL
 End User support management, mentoring
and training
 Terminal Services, VMWare, Citrix XEN
desktop Microsoft Cloud services
 Footprints, Remedy, HEAT, BigWeb,
ServiceNow, MAGIC, LabTech, Capterra,
ZenDesk, Jira, Citrix Service Desk
 Asset Management via WASP, SharePoint
and SCCM
 SQL Reporting- SCCM, Lansweeper
 MS Office incl. (Access database) 2013,
2010, 2007, 2003
 MS Project 2013,2010, 2007, 2003
 MS Visio 2013, 2010, 2007, 2003
 MS Exchange 2007, 2010, 2013, LDAP
 Wireless network support
 Microsoft Active Directory and Group Policy
 MS SCCM packaging, management and
reporting
 DNS/WINS, TCP/IP, DHCP
 Cisco VPN, Juniper VPN
 ITIL Certification (in progress)
 VBA, Visual Basic.net, C language
 Symantec Ghost, Altiris, SMS PC Image
creation and deployment
 Blackberry BIS and BES support
 Android, iPad and MS Surface Tablet
Troubleshooting
 Citrix XEN Server Management
 Disaster Recovery management
 Dameware, Teamviewer, VNC, LogmeIn,
RDP, GoToAssist, GoToRemote,
GoToMeeting, WebEx Remote Support
Experience
Technical Support Manager, New Penn Financial, Plymouth Meeting, PA 2/2015-Present
 Create and manage SharePoint sites, workflows and both employee IT knowledgebase
 Active Directory account creation, OU management, account permissions and group policy
configuration
 Responsible for building and managing WASP asset tracking system after locating approximately 1,000
missing computers
 Liaison between company and all hardware and software related vendors
 Windows 7 desktop and laptop image creation and maintenance with Symantec Ghost
 Select, purchase and maintain all desktop related hardware and network printers for the company
 Documentation of processes, procedures, metrics and KPI’s to measure service levels
 Responsible for managing, documenting and organizing Disaster Recovery exercises with SunGard
 Creation and configuration of user/group mailboxes and distribution lists on Exchange 2010 Server
 Responsible for creating SQL reports to track all software and hardware assets in Lansweeper
 Extensive knowledge and support for Windows OS and all MS Office application issues
 Project manager for several new companywide initiatives
 Responsible for building test server and managing the configuration of ServiceWise Ticketing systems
Server
 Hire, manage and mentor ten tier I,II and III support analysts

2.  Liaison between IT and business unit for all companywide communications and training materials
 Responsible for the processing of all employee onboarding and termination processes
 Manage and maintain ServiceWise Ticketing systems and Servers
 Responsible for Disaster Recovery testing and documentation
 Create Active Directory accounts, OU’s, groups etc. as well as create and manage Exchange 2010
mailboxes and distribution lists
 Responsible for creating software and hardware reports in Lansweeper
 Extensive knowledge and support for Windows OS and all MS Office applications
 Project manager for several new companywide initiatives
Accomplishments:
 Built employee and technician knowledgebase
 Created SharePoint sites and workflows for all document management
 Re-Build ticketing system and Onboarding system
 Selected and built new ticketing system and self-help portal
 Implemented new “Tip of the Week” program to educate employees
 Recently received Computer Science Certificate from Stanford University
Technical Support Manager, World Travel Inc., Exton, PA 3/2013 – 2/2015
 Hire, train and manage staff of Level 1 and 2 technical support analysts in a 24x7 environment
 Responsible for creation of all employee training material and knowledgebase website
 Manage all timesheets, overtime, scheduling and performance reviews for group
 Manage and support all SCCM operating system and software packaging deployments
 Project manager for multiple companywide initiatives
 Manage the assignment and resolution of all desktop and network support requests
 Responsible for creation of all KPI’s, metrics and SLA reporting for service desk
 Responsible for setup, support and configuration of Citrix Service Desk ticketing system
 Create standard operating procedures, SLA’s, processes
 Manage SharePoint site creation, configuration and support for internal departments
 Provide Extensive Support for Office 2003, 2007 and 2010
 Select, purchase and manage asset tracking for all desktop related hardware, software and peripherals
 Setup new hires in Citrix and resolve all Citrix related problems via XenCenter console
 Setup and support remote users in multiple remote locations over VPN
 Provide Active Directory, DNS and Microsoft Exchange support
 Support and configuration of iPhone and iPads and MS Surface devices
 Manage Sophos anti-virus server deployment and configuration
Accomplishments:
 Introduced and implemented new web based service desk system to automate processing of all
requests, improve service and improve efficiency companywide.
 Created IT Newsletter and ‘Tip of the Week’ to better communicate with and educate employees
 Implemented bar code asset tracking system to better manage asset lifecycle
Service Desk Manager, Zog Inc., Perkasie, PA 1/2011 – 3/2013
 Responsible for the recruitment, hiring, training and management of staff of 10 technical support
analysts in a 24x7 support environment
 Provided training for offsite clients for all MS Office upgrades and Windows OS deployments
 Responsible for managing all onboarding processes
 Created, managed and maintained SharePoint site and company knowledgebase
 Managed all timesheets, scheduling, overtime and performance reviews for group
 Managed the creation, assignment and resolution of tickets for over 6000 end users
 Provided all KPI’s, metrics, reports and budgeting for technical support department
 Created all standard operating procedures, SLA’s, processes and training documentation based on ITIL
standards

3.  Responsible for all support and configuration of BigWeb Service Desk ticketing system
 Provided extensive support for Windows XP, Windows 7 and MAC OSx as well as MS Office 2003,
2007 and 2010
 Managed and provided setup and support for all Blackberry devices
 Supported remote users in various locations over VPN
 Used VNC, PCAnywhere and Altiris to remotely support Windows XP and Office 2003-2007 desktops
and laptops
 Managed support for Citrix NeoWare devices
Accomplishments:
 Increased Help Desk approval rating from 71% to 93% in 6 months
 Created self-help portal to streamline onboarding and work order requests
 Built Technical Knowledgebase in SharePoint for IT department
 Initiated Tip of the Week to help train employees in technology
Technical Support Manager, Sabersource Group, Blue Bell, PA 1/2010 -12/2011
 Managed staff of 3 onsite and 4 overseas employees in a 24x7 support environment
 Managed the resolution of all desktop and network support requests for 25 remote client networks
 Provided support for Windows XP and Windows 7 desktop operating systems as well as Windows
Server 2003 and 2008
 Responsible for MS Exchange 2003, 2007 and 2010 as well as Google mailbox creation and support
 Provided extensive support for Office 2007 and 2010
 Created and managed all SharePoint sites internally and for external clients
 Managed Blackberry (BES and BIS) account creation, configuration and support
 Supported Microsoft Cloud based services-Exchange, Sharepoint and Live meeting
 Provided Active Directory support, group policy, accountgroup creation and container creation and
security
 Managed Citrix server and client support
Accomplishments:
 Managed the closure highest number of technical support requests for company
 Designed SharePoint sites and intranets for both clients and for internal use
 Created and converted SOP, SLA and support documentation into searchable SharePoint
knowledgebase
Technical Support Manager, Philadelphia Insurance Companies, Bala Cynwyd, PA 4/2003 – 1/2010
 Managed staff of 14 tier 1 and tier 2, technical support technicians supporting 1400 end users across
36 remote locations.
 Created all training documentation and provide training to business users and staff as IT training liaison
 Provided all support for corporate executives and board members via in person, over phone, and offsite
visits 24/7
 Extensive support and training provided for Microsoft Office 2000 & 2003
 Managed support for over 45 proprietary and non-proprietary applications for several different
departments including HR, Auditing, Accounting etc
 Managed all vendor and business relationships for technical support unit
 Managed all technical support projects and nationwide technology rollouts
 Worked with business units to recommend and acquire new technology
 Created and maintained all desktop and laptop images, software packaging and deployment via SMS,
WSUS and SCCM
 Responsible for hardware and software purchasing, licensing and asset management through SMS and
Numara Footprints software
 Managed all desktop hardware support, upgrades and repairs for HP/Compaq desktops and both Ricoh
and HP printer support, installation and repairs
 Responsible for creation of all report metrics for both web and phone service requests via Magic and
Footprints call tracking software

4.  Responsible for setup, support and configuration of Numara Footprints ticketing system
 Create and maintain all desktop support policies, procedures and Service Level Agreements
 Manage tiers 1 and 2 projects, presentations, budgeting and training with Microsoft Project and
Microsoft Visio: acting company training liaison for IT department.
Accomplishments:
 Took Help Desk approval rating from 45% to 96% in 12 months
 Introduced call tracking software into company; which is now company standard.
 Introduced Tech Tip of the Week to aid in employee training
Education and Certifications
ITIL Certification – In Progress
MCP Microsoft Certified Professional – Delaware County Community College
MCSAMicrosoft Certified Systems Administrator – Delaware County Community College
MCSE Microsoft Certified Systems Engineer – Delaware County Community College
Network Administration – Completed 60 Credits, 3.9 GPA – Community College of Philadelphia
CNA Certified Novell Network Administrator