Robert Ferone Email & Phone Number

Greater New York City Area

New York, Ny

JPMorgan Chase ￨ Lenovo ￨ Bloomberg LP ￨ Goldman SachsCapitalized on the opportunity to lead forward-thinking network / desktop and IMAC activity within each client environment, including opening new accounts for Lenovo, Bloomberg LP, and Goldman Sachs. Promptly responded to critical RFPs and SOWs and led integral business development activities on behalf of Uni-Data & Communications, Inc.Collaborated with Project Managers from Lenovo, Goldman Sachs, Bloomberg LLP, and JPMorgan Chase to ensure proper staffing for all moves, refreshes, and general projects. Managed in-house tech staff and HP-outsourced tech staff for key technologies (i.e. data, voice) within on-site and remote locations to meet the needs of 80,000+ users.Mentored and managed a top-performing team of 150+ desktop technicians assigned throughout the nationwide client base. Liaised among multidisciplinary management teams to ensure adequate support levels and meet required SLAs. Built a dynamic team via ongoing staff development and external hiring, and further promoted low turnover rates.Key Accomplishments:• Created and managed a large-scale budget for cross-collaborative service functions.• Led service delivery for 15+ million of annual Managed Service Maintenance contracts.• Successfully drove $7+ million in revenue per year by adding new high-profile accounts.• Collaborated in project planning meeting to deliver on-time, under-budget desktop projects.• Exhibited influence in substantially growing revenue in client from initial engagement onward.

New York, Ny

JPMorgan Chase ￨ Bear Stearns ￨ Credit SuisseLeveraged broad scope of industry knowledge toward driving infrastructure initiatives, including developing, organizing, and managing a service organization totaling 120+ technicians within the U.S. with a large presence in the Northeast Region. Managed service delivery for 20,000+ desktops annually with oversight of deliverables and project work.Directed consistent proactive and / or reactive technical responses to clients to ensure prompt resolution of challenges throughout the region. Efficiently collaborated with clients’ account payables departments to resolve disputed invoices and expedite payments. Built long-term relationships with customers to ensure client satisfaction across all accounts.Key Accomplishments:• Consistently upheld low turnover rates among diverse personnel.• Set staff goals while maintaining large-scale budgets and profit / loss.• Successfully oversaw $10+ million annually in managed service contracts.• Developed a top-quality team via staff development and external hiring initiatives.• Increased growth by 25% and new revenue opportunities via client relationship development.

New York, Ny

JPMorgan ChaseSpearheaded results-focused service delivery initiatives as key management point-of-contact providing all IMAC activity within the desktop environment. Led in-house and HP-outsourced staff across diverse technology functions (i.e. data, voice) within Midtown and remote locations to meet business needs and requirements of a client base of 8,000+ users.Directed daily service delivery of hardware / break-fix of all desktops and peripherals, including ensuring all phases of 1st and 2nd level support; desktop support encompassing installations, upgrades, hardware, asset management, operating systems; and operating system configuration issues were coordinated, monitored, tracked, and resolved.Key Accomplishments:• Transitioned service teams to move from a reactive mindset to a proactive one.• Project-managed diverse efforts, including desktop OS conversion for 4,500+ users.• Built a highly skilled team via integral staff development and external hiring initiatives.• Streamlined processes from procurement to delivery of equipment / software end users.• Promoted in-house training with ongoing knowledge sharing and mentoring among service teams.• Coordinated business lines as merger integration team member for a 16-month project and 4,000+ clients.• Developed and managed a large budget for service functions (i.e. people, equipment, outsourced providers).

New York, N

Strategically steered execution of 24x7x365 service delivery for Northeast Carrier customers across 13 states, including ISPs and CLECs. Effectively handled customer-specific problem resolution with coordination of on-site support and services. Regularly liaised among sales team, support center, district and logistics management, and contract administration.Key Accomplishments:• Drafted annual reviews and objectives for all direct reports.• Continually participated in career-related workshops and seminars.• Prepared comprehensive quarterly business reviews with action plans.• Improved customer relations to boost revenue via newly developed initiatives.

New York, Ny

Drove district-level operational support, as well as coordination of on-site professional and deliverable services and escalations for Enterprise LAN / WAN customers. Interviewed, supervised, evaluated, and mediated grievances of a team of 19 System Engineers, as well as scheduling workflow for large deployments to achieve district objectives.Key Accomplishments:• Delivered essential procedural training while mentoring and managing 19 System Engineers.• Prioritized and coordinated key resources to resolve customers’ sensitive needs and entitlement.

New York, Ny

Played a vital role in collaborating among end users, 3Com Service Partners, 3Com Sales, Counterparts, and CSO teams to plan work assignments and promptly resolve key issues. Tracked revenue, test gear, and customer documentation.Key Accomplishments:• Demonstrated up-to-date product and service knowledge via proactive internal training.