Project Manager Management

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

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

Project Manager

Project Manager specializing in major desktop deployment projects, software migrations and desktop support in mission-critical environments. The "go to” manager for major, time-sensitive projects.

Recognition from supervisors and customers:

“I have worked with Patrick on major desktop projects for more than 10 years. Patrick assisted us with migrations from buildings and he managed a team of desktop engineers who assisted our organization in the post-9/11 recovery. Patrick is extremely dedicated and can manage a large group to get the job done... He is a valuable resource, and I appreciate his efforts on behalf of myself and my organization.” Vice President, The Bank of New York Mellon

“Pat was an outstanding team lead for me on the Lotus Notes migration program. He was directly responsible for managing our NY support team and supporting 15,000+ user migrations in the metro area. Pat is an extremely hard-working individual who always delivers on what he sets out do. I would highly recommend Pat for any customer facing role.” Program Manager, The Bank of New York Mellon

Qualifications include:

12 years as a Project Manager/Supervisor, Support Manager and Team Lead with vast experience in supervising implementation, configuration, enhancements, and maintenance of hardware and software in both local and remote support environments. Focus is on improving productivity of users by providing quality, timely and professional PC support and project management.

Recognized for:

Project Management to successfully oversee projects from inception to implementation in different locations simultaneously and to effectively close them within scheduled guidelines.

Customer-facing skills to work collaboratively with clients and technical staff, promptly resolving escalations. Interfacing with departments as liaison between IT and client in preparation for major projects. Outstanding follow-up skills

Supervisory and management experience to carefully plan all projects and train/develop and effectively direct technical teams of up to 25 (internal and contractor) that flawlessly execute project plans and ensure all SLA and service commitments are successfully achieved.

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 Resource Allocation Status Reporting Customer & Vendor Relations

Professional Experience & Accomplishments

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

Primarily providing Lotus Notes 8.5 support both locally and remotely for a 3,000 user community. Secondarily addressing level 2 desktop support HW and SW issues in a Windows environment. Additionally executing installs, moves, adds and changes.

THE BANK OF NEW YORK MELLON – New York, NY 1995-2009

Worked for Bank of New York Mellon as a contractor in various IT roles as a member of the bank's Service Assurance Group and Technology Services Group supporting up to15, 000+ users. Highlights include:

Assembled and managed team of 9 on consolidation and conversion of all bank users to Lotus Notes 8, which allowed company to operate on a single platform while benefiting from web-based email as a backup. Completed project one month ahead of deadline.

Successfully managed several large PC refreshes (2000 PCs and 5,500 PCs), as well as numerous other desktop projects as the bank geographically dispersed its operations following the 9/11.

Patrick Fierro • Page 2

Team Lead (contractor through TEKsystems) 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. Tracked open tickets using Remedy with a record of maintaining very few open tickets.

Project Manager/Supervisor (through 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 "on the fly" 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 (contractor through 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 Professional, Symantec Anti Virus, Novell Client, Lotus Notes 6.5/8, Remedy, Dameware, Console One, Remote Desktop Connection, Altiris, MS Project, Ghost, PPM

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

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