Project Manager Management

Patrick Fierro ***-** *** Street Richmond Hill, NY 11419 718-***-****

*******.*******@*****.*** http://www.linkedin.com/in/patrickfierro

IT Project Manager

Project Manager experienced in successfully leading IT desktop projects in mission-critical environments

while effectively coordinating support services . Highly skilled in meeting and exceeding customer

deliverables.

Qualifications include:

15 years as a Project Manager/Supervisor, Team Lead and Support Manager with vast experience in

supervising, implementation, upgrades, relocation and maintenance of hardware and software in both local and

remote support environments as well as project management. Focus is on improving overall productivity by

providing quality project management services.

Recognized for:

Project Management to successfully oversee projects from inception to implementation in different locations

simultaneously and to effectively close them within scheduled guidelines. Effectively able to adjust to last minute

scope changes with little or no advance warning

Supervisory and management experience to develop/train and effectively direct technical teams of up to 25

staff that flawlessly provide support services by ensuring all SLA and service commitments are successfully

achieved resulting.

Customer-facing skills to work collaboratively with clients and technical staff, promptly resolving escalations.

Promptly interfacing with departments as liaison between IT and client ensuring full customer satisfaction.

Outstanding follow-up skills

Strengths:

Troubleshooting Root Cause Problem Resolution Ticket Prioritization Multi-Tasking Time

Management

Installs, Moves, Adds, Changes (IMACs) Large-Scale Desktop Refreshes Managing risk factors

Project Planning & Management Service Improvement Initiatives Innovative Solutions

Customer /Vendor Relations

Professional Experience & Accomplishments

Project Support Coordinator• NYC Department of Education • March 2012 - Present

Productively coordinate support through Interfacing with Cluster Operations Directors and Administrators of Special

Education. Accomplished by troubleshooting issues, providing guidance and training on the Special Education Student

Information System web based application program to 2 DOE clusters consisting of 600 Public Schools in the NYC metro

area.

IT Support Lead • Marsh & McLennan (contractor through Citywide Technology) • June 2011 – March 2012

Diligently managed 8 IT staff providing level 2 support with helpdesk & desk side hybrid type service model in a fast-

paced, mission –critical environment for Oliver Wyman Group an MMC company. Coordination of on boarding of all new

hires as well as PC refreshes for an upgrade of Windows XP to Windows 7 for a 1000 user community from procurement

of equipment to imaging and installation and support which resulted in overall improvement of the OWG computing

environment. Promptly oversaw ticket queues to confirm SLAs are being met. Effectively oversaw system asset inventory

integrating 2500 assets into MMC inventory database.

Desktop Consultant • Panasonic (IBM contractor through Artech) •July 2010 – Dec 2010

Effectively provided 2nd level Lotus Notes 8.5 support both locally and remotely for a 3,000 user community. Part of a

desktop support team brought on to provide primary email support. Promptly solved issues for executive management.

Additionally, provided desktop support by effectively resolving end user desktop problems in a fast paced environment.

Diligently assisted with new PC installations as well as upgrades and moves.

Team Lead • The Bank of New York Mellon (TEKsystems, Inc) Nov. 2008-Dec. 2009

Retained to manage a high-performing team for a Lotus Notes migration (from MS Outlook and Lotus Notes 6.5) bringing

bank users (15,000+) to Lotus Notes 8 due to merger. Supervised and scheduled team of 9 in New York, New Jersey and

Texas. Oversaw support for up to 300 users per day, including executives, while simultaneously providing desk side

support to previously migrated users. Personally handled all escalated client issues both on site and remotely.

Patrick Fierro • Page 2

Project Manager/Supervisor • The Bank of New York Mellon (Citywide Technology Inc.) Sept. 1999-Sept. 2008

Managed desktop deployment projects impacting one to several hundred users. Supervised team of 7 technicians on

large building-to-building relocations, PC/laptop/printer upgrades/refreshes, new installations and configurations. Assigned

and scheduled technicians while successfully interfacing with other teams involved. Coordinated with client businesses on

all projects by scheduling meetings, arranging conference calls and providing updates prior to major relocations or rollouts

to ensure continuity of service and zero downtime.

Managed/coordinated desktop deployment projects on time and with no interruption to daily business

productivity. Key projects managed included:

A major PC refresh for all departments involving ordering equipment, scheduling, inventory, and PC

imaging, installation and configuration of 5,500 PCs, which increased productivity by 25%.

Installation and configuration of 1,500 PCs in one week for the disaster recovery location in Pleasantville,

NY in preparation for essential personnel that were directly impacted by the 9/11 attack.

Installation and configuration of 5,000 PCs, 650 LAN printers and 450 local printers to move all users to

and from various buildings in midtown Manhattan that were displaced from 2 downtown buildings due to 9/11 .

Managed up to a 25-member team that allowed company to minimize fines and meet deliverables to the

Federal Reserve and private clients by installing & configuring 250 PCs per day, including ghosting,

configuring and inventorying. Move back of bank staff into original building was accomplished in 14 waves of

back to back weekends in record time.

Building-to-building move of 900 users and 650 PCs, as well installation of 200 new PCs, 60+ laptops

and 25 LAN printers for the Corporate Trust Department following merger of BNY and JPMorgan Chase.

Coordinated this major move in Houston while simultaneously managing department in New York with no loss

of productivity for end users.

Relocation and installation of 1,400 PCs and several peripheral equipment items from the Bank's

various locations to a new building in Brooklyn including 800 PCs that were refreshed ghosted and

configured. Supervised an additional 10+ part-time union installers.

Support Manager• The Bank of New York (consultant Infinite Technology Group) Nov. 1997-Sept. 1999

Supervised a team of 6 technicians responsible for providing 2nd level PC helpdesk support to 2500 users with a 2-hour

response time commitment. Provided resolution for software and hardware issues such as email and network problems,

internet connectivity, and hardware malfunctions. Handled all escalated issues in a professional, timely manner with thorough

follow up. Allocated resources for all service calls and projects to geographically dispersed departments/locations.

Education / Military

La Guardia Community College, Long Island City, NY

Coursework toward degree in Computer Information Systems (CIS) degree.

United States Marine Corps, Honorable Discharge

Technical Summary

SOFTWARE: MS Office 2003/XP/2007/10 Professional, Symantec Anti Virus, Novell Client, Lotus Notes 6.5/8, Remedy,

Dameware, Console One, Remote Desktop Connection, Altiris, MS Project, Ghost, PPM, CA, Maximo, CRM

NETWORKS: Novell Netware, Active Directory. OPERATING SYSTEMS: Windows 95/98/2000/XP/Vista/7

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