Joseph Pieroni Email & Phone Number

Voice over IP (VoIP) Implementation Project+Developed the front office support functions for the largest Cisco VoIP implementation to date, spanning 39 offices and 17,000 personnel by end of 2007.+Created standard operating procedures, troubleshooting documentation, and customer facing materials.+Negotiated support and service level agreements bringing together design, implementation, project management, and field support teams in order to standardize support.+Developed VoIP training materials and reviewed web content.+Acted as lead trainer. Managed the VoIP training team, schedules, and resources that delivered training to each site, saving the firm half of a million dollars.+Trained over 300 personnel within 12 offices varying in overall size from 25 to 5,000 personnel.+Assisted engineers with VoIP platform applications. Create, configure and troubleshoot user and phone accounts.+Lead system testing efforts and contributed to the design and improvement of the system.

Managed IT support for technological deployments and daily operations and support of over 2000 employees and infrastructure spanning 5 downtown Boston offices.+Led several IT Field Services teams ranging in level from interns and staff responsible for front line and call center support to the most highly skilled performers acting at the highest level of escalation.+National Field Lead for Windows 2000 and Windows XP testing and deployment.+Regional Lead for Y2K testing+Regional Trainer for Windows 2000 and Windows XP deployments.+Authored various databases to improve communications and controls, including an office-wide forum for 2,400 staff, several confidential advisory forums, PC inventory tools, and project and resource tracking databases, all of which remain in use today.+Managed project phase to consolidate 2,000 office personnel from 3 separate office buildings into 1 new facility, involving national, local, and external IT resources.

Ensured timely resolution of technical problems to ensure the continued productivity of PwC staff as well as implementation of standard technologies in the local office.+ Managed seamless migrations of downtown Boston and Burlington offices (2000+ customers) between Windows NT domains, gaining consent from customer leadership, identifying accounts and client applications/data, and maintaining constant communication between all parties involved.+ Developed and maintained an inventory of 30 PC “images”, doing so amidst a merger of two firms. Brought issues and innovations to the national forefront for consumption and resolution.+ Refined processes surrounding image creation, maintenance, distribution, and quality control, as well as processes for print driver testing, certification, and distribution.+ Authored several standard operating procedures, forms, and checklists surrounding PC imaging, data recovery, data transfer, hard disk encryption, and virus remediation.

For the public schools, town hall, public works and police departments:* Maintain and expand PC, server, and network infrastructure.* Evaluate software and hardware for use.* Train employees on use of technology.* Resolve technical issues as they arise in a timely manner.

As a work study, quickly became assistant coordinator of the User Services Area.* Trained new employees* Ensured the lab was adequately staffed and equipped.* Supported student and faculty use of MAC, mainframe, and IBM personal computers.* Drafted communications, postings and instructional materials for the User Services Area.

Bachelor, History

Activities and Societies: Graduated Summa Cum Laude Herbert and Claiborne Pell Gold Medal for Excellence in United States History- 1994.

Associate, Criminal Justice

Activities and Societies: Graduated Summa Cum Laude Criminal Justice Faculty Award - 1992