John P. Pesce
Massapequa,NY
Summary
Dynamic IT leader with extensive experience at New York Community Bancorp Inc/Flagstar, adept at managing large teams and driving successful project implementations. Proficient in Windows Server management and employee evaluations, I excel in enhancing operational efficiency and fostering team development, ensuring top-tier support across multiple locations.
Overview
40
40
years of professional experience
Work History
First VP, IT Regional Support Manager
New York Community Bancorp Inc/Flagstar
Hicksville, USA
2005.08 - Current
- Manager of fifteen Field/LAN technicians. Directed a team of twenty employees throughout OS upgrades, branch conversions, and acquisitions.
- Managed a support footprint across Brooklyn, Queens, Nassau, and Suffolk counties, which included more than one hundred branch locations and four large back-office sites, including corporate headquarters.
- Served as main point of contact for daily executive support issues, ensuring timely resolution and effective communication.
- Served as main point of contact for communication among regional managers to ensure coordinated efforts. for three other regional managers located in Cleveland Ohio, NJ, and NYC.
- Managed software/hardware upgrades, branch openings/closings, cutovers, and departmental moves, coordinating efforts across teams to ensure seamless transitions.
- Supported technicians in obtaining HP and Dell certifications, while also assisting the IT department in gaining the skills necessary to independently maintain systems through HP and Dell programs.
- Developed and implemented policies and procedures to enhance departmental efficiency and align with organizational goals.
- Proficient with Computer Associates suite of software including Service Desk, AMO, and PPM.
- Manage annual disaster recovery project.
- Proficient in the writing of employee evaluations, staff analysis, and coaching.
- New York Community Bancorp Inc/Flagstar, Hicksville, NY, is a leading financial institution in the Metro New York/New Jersey region. The family of community banks currently consists of two bank subsidiaries, seven divisional banks, and 270 branches. Their savings bank subsidiary, New York Community Bank, accounts for 178 of their locations. Flagstar Bank, Michigan based, consists of all NYCB branches along with Flagstar footprint covering Michigan, NY, NJ, NYC, Florida, Arizona, and Ohio.
Technical Support Supervisor
Petroleum Heat & Power
Plainview, USA
2001.03 - 2005.08
- Third level support for 5 Helpdesk analysts.
- Supervisor of three PC repair technicians.
- Supervised PC hardware and software troubleshooting, support, and upgrades to ensure timely resolution of user issues.
- Served as liaison between Networking Department and Desktop support to facilitate effective communication and issue resolution.
- Administrator of HEAT call ticketing database.
- Created procedural documentation for Desktop support troubleshooting to streamline processes and enhance team efficiency.
- Administered account settings in Active Directory to ensure compliance with security protocols.
- Managed the ordering process for all desktop equipment.
- Assisted Networking Department in setting up the local area networks at various branch sites.
- Petroleum Heat & Power, Plainview, NY, is the country’s largest supplier of home heating oil. The computing environment is comprised of a Frame Relay network of three dozen sites across nine states. The Plainview Data Center is the central hub site which houses many of the network servers.
Lead PC/LAN Technician
Petroleum Heat & Power
Plainview, USA
1998.01 - 2001.03
- Assisted in installation and maintenance of routers, hubs, and switches for local area networks across over forty branch sites.
- Assisted desktop support department by addressing complex technical problems and user inquiries.
- Executed repairs and upgrades on laptops and desktop systems used throughout the enterprise.
- Account creation and administration for the company’s NT domain and Novell NetWare servers.
- Supported various printers and HP Jet Direct print servers used in the enterprise.
- Delivered PC hardware and software training to users, enhancing their technical skills.
- Report writing using Visual CyberQuery reporting tool.
Help Desk Analyst
Petroleum Heat & Power
Plainview, USA
1996.01 - 1998.01
- Provided first level support for over 850 enterprise-wide users, enhancing user satisfaction.
- Configured and installed desktop PCs and laptops.
- Supported custom accounts receivable software, facilitating access to the enterprise’s main customer database.
- Resolved technical issues and provided timely support to ensure optimal printer functionality for users.
- Provided PC hardware and software training to users.
Systems Operator
Petroleum Heat & Power
Plainview, USA
1995.01 - 1996.01
- Executed successful backups on Unix systems, safeguarding against data loss.
- Delivered technical support for Unix-based proprietary industry software from third-party vendor, resolving user issues effectively.
- Printed customer invoices and statements for over forty-five branch sites, ensuring timely delivery.
Test Technician
Sperry/Unisys Defense Systems
Lake Success, USA
1986.01 - 1995.01
- System level and bench testing of various RADAR systems including NEXRAD weather systems.
- Executed diagnostics and baseline testing for Trident submarine navigational systems, ensuring operational reliability.
- Testing and field simulation of Harpoon missile launch systems.
- Assisted in building and testing United States Naval defense systems at Sperry/Unisys Defense Systems, enhancing system readiness.
- Managed inventory control and procurement processes to meet operational requirements efficiently.
Education
Two-year digital electronics course certification program - Graduated with honors
Suburban Technical School
Hempstead, NYTwo-year Computer science associates’ program -
State University of New York
Farmingdale, NYCertified Novell Administration training and certification -
INET Solutions, Inc.
Microsoft Certified Windows 2000 Network & Operating Essentials -
New Horizons
Visual CyberQuery report writing tool training -
CyberScience Corporation
Energy client training -
ADD Systems
First time manager/supervisor training – 2-day course -
SkillPath
Skills
- Windows Server management (2003-2016)
- Windows operating systems (7, 8, 10, 11)
- Microsoft Office Suite (2007-365)
- Windows Defender antivirus
- Service desk support
- SCCM reporting
- Time tracking software
- Workday HR management
- Employee evaluation tools
- HP Web Jetadmin administration
- Active Directory management
- PrinterLogic administration
- Cisco networking (routers and switches)
- Xircom product expertise
- Intel and 3Com network adapters
- Dell and HP laptop systems
- Dell and HP desktop systems
- HP JetDirect print servers
- HP business-class printers
References
Will furnish upon request.
Timeline
First VP, IT Regional Support Manager
New York Community Bancorp Inc/Flagstar
2005.08 - Current
Technical Support Supervisor
Petroleum Heat & Power
2001.03 - 2005.08
Lead PC/LAN Technician
Petroleum Heat & Power
1998.01 - 2001.03
Help Desk Analyst
Petroleum Heat & Power
1996.01 - 1998.01
Systems Operator
Petroleum Heat & Power
1995.01 - 1996.01
Test Technician
Sperry/Unisys Defense Systems
1986.01 - 1995.01
Two-year digital electronics course certification program - Graduated with honors
Suburban Technical School
Two-year Computer science associates’ program -
State University of New York
Certified Novell Administration training and certification -
INET Solutions, Inc.
Microsoft Certified Windows 2000 Network & Operating Essentials -
New Horizons
Visual CyberQuery report writing tool training -
CyberScience Corporation
Energy client training -
ADD Systems
First time manager/supervisor training – 2-day course -
SkillPath