Jenyse Coleman
Alexandria
Summary
IT Leader experienced in aligning technology initiatives with clinical objectives. Managed high-stakes projects that ensured zero downtime for critical patient care services through strategic operational oversight and cross-functional collaboration. Focused on enhancing end user support operations to drive company mission and key objectives.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Help Desk Team Lead
LAWELAWE TECHNOLOGIES
Washington
07.2019 - Current
- Acting Chief of IM/IT (July 2023 – Present): Assume full executive responsibility for site IT operations, serving as the primary liaison between clinical command staff and external stakeholders (DHA, ATAMMC, and JSP). Strategically align IT initiatives with mission requirements to ensure zero downtime for critical patient care services.
- Operational Project Management: Lead cross-functional teams to execute high-stakes IT projects. Establish end-to-end project roadmaps, assign technical resources, and ensure 100% adherence to deadlines for infrastructure and hardware rollouts.
- Oversaw lifecycle of Service Now ticketing system, serving as final escalation point for complex technical issues and analyzing incident data to identify and resolve systemic performance trends.
- Mentored and supervised IT support personnel, fostering culture of technical excellence and high-standard customer service through defined policies and standardized operating procedures.
- Clinical Systems Integration: Serve as the on-site technical subject matter expert for specialized clinical hardware, including Hearing Booths, Telehealth Carts, digital radiology equipment, and optometry imaging systems. Manage installation, configuration, and emergency troubleshooting to maintain clinical continuity.
- Network Stability & Liaison: Partner with JSP and ATAMMC engineers to maintain network integrity, proactively addressing connectivity outages and infrastructure vulnerabilities that impact clinical productivity.
- Enterprise Device & Mobile Management: Direct MDM (Mobile Device Management) migrations and lifecycle management for mobile telecommunications. Configure, activate, and secure organizational mobile assets to ensure 100% compliance with security protocols.
- Led audiovisual engineering for command-level conferences and training events, managing enterprise print services and vendor relations as primary POC for fleet maintenance and supply chain logistics.
Help Desk Analyst
MPF Federal, LLC
Washington
10.2011 - 07.2019
- Enterprise Incident Resolution: Provided comprehensive on-site and remote troubleshooting for enterprise systems using Goverlan and BMC Remedy. Served as a primary point of contact for VIP and executive-level support, focusing on minimizing user downtime and maintaining organizational productivity.
- System Diagnostics & Lifecycle Management: Performed advanced root-cause analysis to isolate and resolve failures across hardware, operating systems, and core software applications, minimizing system downtime.
- Infrastructure & Communications Support: Managed telecommunications network equipment and VOIP systems, ensuring configuration accuracy, security compliance, and efficient maintenance coordination.
- Unified Communications: Coordinated and configured enterprise-grade audiovisual setups for high-stakes video conferencing and mobile clinical telecarts.
- Unified Communications: Coordinated and configured enterprise-grade audiovisual setups for high-stakes video conferencing and mobile clinical tele-carts.
Help Desk Administrator/Office Manager
IAP World Services
Washington
06.2002 - 10.2011
- Service Delivery Prioritization: Directed Help Desk operations with a focus on triage; successfully prioritized high-impact work stoppages and VIP requirements to ensure critical mission continuity.
- Supervised team of 12 employees, managing HR requirements such as leave authorization, timekeeping, and payroll documentation to ensure compliance and operational efficiency.
- Conducted administrative audits to identify inefficiencies; redesigned department SOPs, refined file disposition systems, and optimized ticket routing workflows, enhancing operational response times.
- Directed Help Desk operations focused on triage; prioritized high-impact work stoppages and VIP requirements, ensuring uninterrupted critical mission support.
Education
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION/PROJECT MANAGEMENT
COLUMBIA SOUTHERN UNIVERSITY
ORANGE BEACH, ALHIGH SCHOOL DIPLOMA -
MT. VERNON HIGH SCHOOL
ALEXANDRIA, VASkills
- IT systems management
- Incident management
- Technical troubleshooting
- Data management
- Data analysis
- Software oversight
- Systems evaluation
- Systems architecture
- Administrative management
- Goal definition
- Resource allocation
Certification
- CompTIA A+ Certification
- Microsoft Certified Professional Certification
- CompTIA Security+ Certification
Timeline
Help Desk Team Lead
LAWELAWE TECHNOLOGIES
07.2019 - Current
Help Desk Analyst
MPF Federal, LLC
10.2011 - 07.2019
Help Desk Administrator/Office Manager
IAP World Services
06.2002 - 10.2011
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION/PROJECT MANAGEMENT
COLUMBIA SOUTHERN UNIVERSITY
HIGH SCHOOL DIPLOMA -
MT. VERNON HIGH SCHOOL