Project Manager Customer Service

Don C.

Fechtman, PMP

**** ****** *****

Midlothian, TX 76065-7075

Home: 214-***-****

Cell: 214-***-****

***********@*****.***

SUMMARY

Over 17 years of experience as an Information Technology Project Manager

fulfilling the IT requirements for complex business initiatives. Well

versed in numerous technical disciplines and engaging the right team to

execute. Unique experience combined with a methodical pro-active

approach to quality and service delivery. Possesses the ability to

anticipate and avoid potential obstacles while leveraging outstanding

communication skills. Attributes that contribute to a strong record of

excellence, customer satisfaction and acknowledgement for "getting the

job done" include:

. Proven ability to manage multiple projects in a constantly

changing environment

. High quality problem solving skills

. Outstanding customer service/interfacing skills

. Goal oriented professional committed to quality and excellence

. Excellent interpersonal, verbal, and written communication

skills

. Self-motivated and proven ability to learn quickly and work

independently

. Excellent time management and organizational skills

. Ability to understand, organize and manage projects in a clear

and concise manner

. Capacity to interpret and direct infrastructure requirements for

facilities, networking, voice, data and related support

. Supervision of up to 40 employees performing diverse mission

support tasks

. Consistent "Outstanding" annual evaluations from senior

management

. Currently holds a "Public Trust" security clearance issued by

the Government

PROFESSIONAL EXPERIENCE

Technical and Project Engineering (TAPE-LLC)

2010 October - Present

Program Manager for TAPE on ICE Contract

. Provides oversight of all personnel, processes, task execution,

and quality control for a multi-million dollar per year effort

for Immigrations and Customs Enforcement

. Responsible for hiring/termination of TAPE staff supporting

contract

. Respond to and assist all individual employee requests

. Document daily/monthly progress for TAPE

. Prepare monthly reports for the Government

. Coordinate all TAPE functions for employees with TAPE

. Assist Human Resources with employee requirements

. Respond to Government requests for staffing requirements and

special requests

. Liaison between TAPE and the Government

. Coordinate all activity between TAPE and the Government

. Granted a "Public Trust" security clearance issued by the

Government

JP Morgan Chase, Dallas, TX July

2004-May 2010

Project Manager - Global Technology Infrastructure, Real Estate

Technology Practice

. Organized and managed all technology stakeholders and resources

to successfully deliver highly successful projects including

business and technical requirements, budget/scope/change

management documentation and project communication both

written/verbal.

. Responsible for budgets up to one million dollars and managed

multiple cross functional projects concurrently. Most project

sizes ranged from small to medium with occasional large

projects. Average project load was 12 up to 20 projects with the

amount of multiple projects depending upon size and complexity.

. Direct reports for projects included managers for

desktop/server/data migration/infrastructure/voice and external

vendors and suppliers.

. Managed multiple divisions- Desktop team, server team, data and

infrastructure team, telecommunications team for

hardware/programming/cabling infrastructure requirements and

vendor resources.

. Client interfacing experience included meeting with the client

to discuss feasibility, determine requirements, scope of work

and budget, monitor project and build relationships. Often I was

requested to work on client's future projects due to solid

relationships and customer satisfaction.

. Utilized MS Project to track projects.

. Scheduled and conducted Kickoff and routine project meetings,

and coordinated and managed internal resources and vendors.

. Responsible for implementing plans/schedules, issue

identification and resolution, user acceptance testing, Help

desk coordination and post project support, customer interfacing

and liaison.

. Support merger by consolidating operations of JP Morgan Chase

and Bank One into 2200 Ross Avenue to streamline operations and

reduce leased space. Budget: $457K/400 seats

. Relocated the ATM Operations LOB to Plaza of the Americas, this

project was a cross-firm move with a very aggressive schedule.

Budget: $221K/198 seats

. Successfully managed the power down of 1999 Avenue of the Stars

facility in Los Angeles for the annual maintenance on the

electrical switchgear. The site was challenging because it

housed both heritage firms Bear Stearns and JP Morgan Chase

technologies

. Project Manager to develop and build two Disaster Recovery Sites

for the Wire Transfer business unit. The Duncanville, TX site is

viewed as a model for new sites within the Firm. Budget:

$78K/200 seats

Bank One Corporation, Dallas, TX (Acquired by JP Morgan Chase in 2004)

1997-2004

Project Manager - Infrastructure and Operations

. Manage and implement all technology projects using the bank PMO

methodologies and processes including requirements, scope,

budget, documentation, communication, resources, meetings,

implementation, testing, and project support for project

lifecycle.

. Managed large scope projects with budgets exceeding a half

million dollars.

. Supervised direct reports for desktop/server/data

migration/infrastructure/voice and external vendors and

suppliers.

. Client interfacing to determine requirements, discuss project

specifics and monitor project revisions and change request, to

act as a liaison between client and project team. Strict

attention provided to customer requirements/needs to ensure

expectations are fully met.

. Coordinated and managed the consolidation of 5 sites into the

"state of the art" Centreport Operations Center (CPOC) in Ft.

Worth, Texas. The site is also a regional touch point for the

bank. Budget: $1 million +/2000 seats

. Assisted with facilitating desktop support for clients during

the March 2000 tornado disaster in Ft. Worth while working

closely with the Business Resumption Group.

. Relocation of all bank staff from the Continental facility to

Bank One Center, Thanksgiving Tower and 1700 Pacific Avenue.

This was a transition from Token ring to Ethernet topologies and

a completely new infrastructure build in the new locations.

Budget: $617K/1500 seats.

AEG Olympia, USA

Sales Representative

1989-1997

. Specialized in sales of equipment and service for Educational

PC/LAN market

. Awarded top salesman in organization in 1994

. Awarded salesman of the month 17 times

Cleveland Browns Professional Football Club, Inc. (NFL)

1979

Rookie Punter under Head Coach Sam Ratigliano

Dallas Cowboys Professional Football Club, Inc. (NFL)

1978

Rookie Punter under Head Coach Tom Landry

EDUCATION

North Texas State University, Denton, Texas

1978

BA, Liberal Arts (emphasis in Public Relations)

CERTIFICATIONS & TRAINING

PMP Certified (Project Management Professional) Member #1441658 /

PMP#1269942

American Management Association International - Improving Your Project

Management Skills: The Basics for Success

Pryor Systems - How to Manage Multiple Projects

Systemation - Fast Start in Project Management

Stephen Covey - 7 Habits of Highly Successful People

Bank One University, Dallas, TX - Network +

Bank One University, Dallas, TX - Service Excellence in Customer Loyalty

HONORS & AWARDS

JP Morgan Chase recognition for outstanding Service and Customer

Satisfaction Awards

Bank One, Numerous Client Satisfaction Awards for Outstanding Customer

Service

Bank One, Certificate of Excellence for Outstanding Performance

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