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Sales Customer Service

Melrose Park, IL
March 18, 2018

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V. Angelo Pesce



I am an accomplished and versatile IT leader with a history of exceeding business requirements and customer expectations, specifically within Data Center, Print, End User Computing, Telecommunications, Network, and MSP engagement scope. I quickly understand issues and develop tactical and strategic initiatives that are aligned with business objectives. I am skilled at creating environments that utilize people, processes and technology to achieve company objectives while managing financial performance. I am adept at sizing systems and organizations to accommodate changing business strategies including expansion, restructuring, consolidation, merger, acquisition, and outsourcing. I am a business and technology leader with public, private and non-profit organization experience. I have a proven record achieving company objectives through active participation in the business.


Service Owner Data Center Operations & Enterprise Document Delivery CNA Insurance 02/02 – 09/17

Oversight of IT Operations providing services to facilities located throughout the Continental United States. Teams provide data center facility activities, desk side support, print services for enterprise and field operations, telephony support, and data center production support for IT infrastructure technologies. Member of corporate management teams in a matrix reporting model representing all IT projects and initiatives. Financial responsibility for multi-million dollar expenditures and ongoing expense.

Major Accomplishments:

Led teams and project managers to manage and track large-scale computer gear within the data center environment by implementing a staging and gating process where all incoming and outgoing hardware is accounted for through strict procedure.

Led nationwide outsourcing initiative, transitioning internal high speed transactional printing, and field office fleet to 3rd party operations.

Implemented a full-scale disaster recovery process and implemented detailed disaster preparedness plans to ensure business continuity if an emergency should arise. This includes the coordination of standard procedures, off-site storage requirements, and automated communications. Periodic testing is performed to confirm readiness.

Developed department web sites in order to centralize procedures, processes, and communications.

Implemented full-scale metrics in accordance with contracted service level goals and incorporated within corporate performance metrics.

Led Installation support activities of a second data center build out and move, in support of company disaster recovery strategies.

Negotiated contract terms and conditions, and developed service level agreements clarifying expectations, goals, and direction.

Over $8M in hard dollar savings, 99.98% SLA compliance, 100% service availability, 99.2% satisfaction

Region Manager – Danka Services International 2/99 – 09/01

Oversight of northern Illinois, Michigan, Wisconsin and Canadian facility management and outsourcing operations for Motorola, Dow Chemical, Hewlett Packard, Agilent Technologies, Goldman Sachs, Deutsche Bank, Alliant Food Service, Jackson Life, Parkdale Pharmaceutical, Rockwell International and Michigan National Bank Corporations. Operations encompass digital printing and imaging, sales, convenience digital and analog copiers, production center operations, mail services, asset management, data archiving, shipping/receiving, database management, security, reception, office services and inventory control.

Major Accomplishments:

Cultivated relationships with customer leadership teams, reestablishing company, products, and services achieving a 100% reference customer base of six clients who had previously been dissatisfied with company's service.

Achieved 155% of Revenue, Profit, Customer Satisfaction, and Quality goals.

Delivered incremental revenue above plan by over $500,000. Profits were effectively leveraged delivering an outstanding performance.

Won numerous site and management awards recognizing superior operation objectives in revenue, customer satisfaction, quality and profit margins. Namely, leader of the 1st, 3rd, and 4th quarter 2000, and leader of the year 2000.

Managing Partner – IKON Office Solutions 2/98 – 12/98

Managed daily outsourcing operations for sales, marketing, digital production, customer service, graphic design, technical support, accounting and collections. Sole ownership of IKON New Mexico operations encompassing all of New Mexico, El Paso Texas, and Amarillo Texas.

Major Accomplishments:

Implemented marketing campaigns encompassing business magazines, newspapers, radio, television and trade shows, increasing monthly sales by 25%.

Implemented “Basic Sales and Production Best Practices”

Implemented declining balance budgeting on major P&L line items resulting in a 10% decrease in cost of service.

Initiated an aggressive collections campaign reducing outstanding sales from 123 days to 48 days.

Personally produced and maintained 12% of monthly sales.

Operations Manager – Trans Union 4/90 – 2/98

Set direction for the IT Data Center processing environment managing daily operations of Technical Support, Production Control, Customer Support, Distribution, Production Scheduling, Data Center Operations, Storage Management, PC help desk and support, and Capacity Planning.

Major Accomplishments:

Implemented KPI measurements to identify and drive future objectives towards total customer satisfaction.

Negotiated Datacenter outsourcing arrangement and coordinated transition activities

Developed and implemented self managed teams and concepts by setting clear team objectives, goals, and measurements.

Managed reengineering processes for order fulfillment databases, encompassing the population of the U.S.

Implemented change control systems increasing system availability from 98.4% to 99.6%.

Led the development of customer predictive facilities utilizing Visual Basic, C ++, SQL and Assembler.

Received Trans Unions Presidents “Award of Excellence” – 1995

Data Center Operations Supervisor – Information and Communications Systems Inc. 6/86 – 4/90

Senior Data Center Operator – GTE Directories Corporation 11/83 – 6/86

Volunteer Work:

President – United Citizens of America 6/01 – 7/07

Oversight of national non-profit operations of 501-c4 organization.

Responsible for U.S. operations

Financial planning and capital expenditures

Creation of Articles of Incorporation., By-Laws, and Strategic Plans

Organization of partner relations

Manage fundraising campaigns

Responsible for U.S. marketing campaigns

Web Site design and implementation

Report to the Board of Directors

Other Accomplishments:

Published Indie Author – “The End: How It Really Happens”, “Earth 2010”, “Revelation Prophecy Fulfilled”, and “The King”

Additional experience & references provided upon request

*Willing to self-locate if company aid is unavailable.

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