Stephen Cavicchio Email & Phone Number

Philadelphia, Pennsylvania, United States

• Maintain information systems to ensure that RMA continues to effectively support and serve staff, members, associates, and other customers to achieve organizational objectives. Develop system specifications to satisfy defined objectives. • Support, administer and maintain all features of the Microsoft 365 environment. • In an ongoing manner, monitor the latest releases of the network operating system and office automation software. Translate user needs into information systems technical requirements. Recommend technical improvements to enhance performance, efficiency, and quality of information technology systems, install and integrate these with existing systems and software. • Effectively troubleshoot systems problems. Enforce network operating standards regarding security, Backup, and Recovery of servers and PC workstations. • In a timely and effective manner, troubleshoot and resolve user-related systems-supported hardware and software problems. Assist where possible on unsupported interfaces. • Create and maintain policies, procedures, support, training, and knowledge base documentation. • Assist in the procurement of hardware and software, and provide maintenance of technical documentation, and upgrading of desktop workstations.

Philadelphia, Pa, Usa

• Confer with customers to identify business requirements, study past & current IT trends, determine which technology can best satisfy agencies’ IT requirements, develop plans to meet these needs.• Engage in all aspects of the IT procurement process, interact with various groups to approve bids & coordinate the purchase process, update & manage affected inventories and tracking tools, prepare items for deployment.• Engage in all aspects of the IT asset management process from procurement to management of active assets to the retirement of equipment that has reached end-of-life. • Engage in all aspects of larger-scale IT-related projects: Requests-For-Proposal (RFP) creation, management & review of proposals, interaction with respondents, proposal evaluation and selection, coordination of RFP process with other internal departments to ensure compliance with City policies & regulations.• Act in Tier-3 role for break/fix, configuration & deployment, application support, etc.• Administer & monitor requests through a central ticket tracking system (SYSAID), generate associated performance metrics. • Oversee & manage both the onboarding and offboarding IT processes as they relate to customer business unit staff including, but not limited to - systems access, hardware & software procurement & deployment, end-user training, etc.• Oversee high-profile, multi-agency projects such as:o Implementation of a mission critical Dynamics365 CRM application with both back office & field componentso Consolidation of the domain infrastructure under the City’s Active Directory Foresto Migration of the Philadelphia Housing Development Corporation’s on-premise phone system to a cloud based, SAAS solutiono Migration of desktop operating systems (Windows7 to Windows10, Windows 10 to Windows 11)o Migration of desktop productivity software (Microsoft Office 2010 to Microsoft Office 365)o Migrations of endpoint security software (McAfee to Carbon Black, Carbon Black to CrowdStrike)

•Managed business systems analysis projects to identify information technology, program applications & systems approaches to business processes & operations; worked closely with customers to evaluate and analyze existing business processes; analyzed user needs, including procedures, programs, security, and related elements to improve efficiency and eliminate redundancy through automating manual processes or improving existing systems processes; evaluated and improved efficiency and effectiveness of operations; developed standards and criteria for successful implementation of new systems; provides technical direction and guidance to lower-level IT staff and consultants to complete project assignments as assigned.•Developed work assignments, manpower needs, and schedules for completion of the various phases of the project; supervised the work of project staff and participated directly in the analysis of agency operations to determine advisability of utilizing information technology or manual methods to improve information gathering and work flow•Evaluated various proposals from outside consultants for plans, designs, and implementation of information systems; worked with outside consultants in the development and installation of systems designed to meet the specialized needs of my customers; oversaw testing of system and development of all necessary programs; prepared reports for management and agency officials to gain their awareness of project progress and problems encountered in the project, particularly as they affect needed changes in schedules, resources or product. •Directed and participated in orientation of agency officials and staff to assist them in implementation and to enable them to evaluate the system's effect on their personnel, budget, and organization. •Developed and presented training sessions in order to train personnel in user departments in any specific procedures necessary regarding automation and use of information technology and systems.

Greater Philadelphia Area

• Managed multi-agency projects such as:o Implementation of city-wide land-bank management system (LAMA)o Implementation of mobile (i.e. tablet-based) inspection systemo Consolidation of 3 network domains into 1 central active directory for ease of administration & cross-agency operationso The migration of multiple agencies’ email system from Lotus Domino to Microsoft Exchangeo The remodeling of multiple floors within 1234 Market for multiple-agency use including planning of wiring and power requirements; coordinated the relocation of customers to temporary work space; efficient floor space planning for IT asset deployments in the new work spaces, etc.o Multi-agency migration of Windows XP Pro to Windows7 Proo Multi-agency migration of Microsoft Office 2003 to Office 2010• Established and maintained relationships with outside vendors for various third-party business applications; involved other internal IT teams as required and ensured proper communication between the two parties• Managed the full IT asset life-cycle (i.e. planning, maintaining, tracking, and retiring assets); served as primary liaison with vendors as part of procurement, maintenance and repair services contracts; initiated requests with the appropriate vendors regarding maintenance and break-fix issues; maintained IT asset inventory system• Created, documented, and deployed desktop images that support both city standards and agency-specific requirements.• Engaged in incident management process from point-of-entry through required levels of escalation to final issue resolution and provided necessary follow-up as needed.• Administered features of Microsoft Active Directory, managing server backups/restores, planning and implementing server changes; troubleshooted network connectivity issues; participated in network-related projects such as server upgrades, migrations, server virtualization and infrastructure changes; conducted necessary maintenance; developed appropriate documentation.

• Performed the full scope of desktop and workstation networking tasks for local and wide area networks ranging from workstation hardware and software installation and maintenance to the point of network access• Configured and performed diagnostic techniques to determine software or hardware related problems; identified and implemented problem resolutions• Provided customer support related to network access, use of network, or network problem resolution• Ensured that application software on file servers was current (upgrades, patches, fixes, etc.)• Administered/coordinated user access to various departmental and city systems either directly or in conjunction with other IT-based access control or information security groups as they relate to access additions, changes, and deletions• Responsible for the implementation and technical support of solutions desk-side and via other service delivery personnel for high-value, time-sensitive agency operations• Analyzed and interpreted customer requests (move/add/change, break/fix, etc.); engaged in procurement functions; and coordinated the participation of other service providers to complete requests• Managed IT asset management lifecycle including asset acquisition, deployment, tracking, maintenance, and retirement• Created, documented, and deployed desktop images that support both city standards and agency-specific requirements• Oversaw/conducted multi-agency migration of desktop operating system from Windows98 and WindowsNT to WindowsXP Professional

Greater Philadelphia Area

•Performed technical, functional, & financial analyses as they related to IT initiatives working with both customer management/staff, internal IT groups, & vendors; ensured proper documentation, design, implementation, & maintenance of solutions for production requests & project proposals•Served as business continuity coordinator: developed business unit (BU) recovery plans; performed business impact analysis (BIA); meet BCP requirements regarding external service providers prescribed; ensured plan maintenance was performed; participated in plan tests; communicated plan revisions to business unit recovery team members; contacted business unit team members when plan was activated; ensured tasks were invoked in a timely & cost-effective manner; worked with support teams to expedite recovery; utilized associated software tools (i.e. LDRPS, PICCT)•Engaged in regular internal compliance reviews involving both business processes & associated technology resources to ensure that end-users had minimum necessary application rights & entitlements to perform their required duties•Generated monthly & ad-hoc reports covering various employee & departmental performance metrics for senior management review•Administered/coordinated user access to various departmental & bank wide systems either directly or in conjunction with other IT-based access control or information security groups as they relate to access additions, changes, & deletions•Responsible for the implementation & technical support of solutions desk-side, remotely, & via other service delivery personnel for high-dollar, time-sensitive business operations•Analyzed and interpreted basic customer requests (move/add/change, break/fix, etc.); engaged in procurement functions; & coordinated the participation of other service providers to complete requests•Participated in the creation, adoption, deployment, & documentation of desktop images that support both corporate standards & business-unit-specific requirements

Greater Philadelphia Area

•Provided high-value consulting and project-related services to a wide-range of customers including consumers, small businesses, and non-profit groups in the areas of desktop and networking-related technology•Planned, procured, installed, documented, and supported IT environments from the ground-up for individual and organizational clients including wiring, desktop hardware and software (desktops, notebooks, printers, etc.), networking (file/print servers, DHCP servers, and internet connectivity), and virtual conferencing (webcams, multi-media, etc.)•Interacted and/or subcontracted with other vendors as the customer’s liaison to secure IT-related products/services as required (hardware, software, internet connectivity, wiring, etc.)

Greater Philadelphia Area

•Provided technical solutions to customer business units by utilizing project life cycle methods to implement efficient and cost-effective desktop hardware and software technologies, LAN/WAN connectivity, and interfaces among various systems•Performed technical, functional, and financial analyses working with both customer management/staff, internal IT groups, and vendors to ensure proper documentation, design, implementation, and maintenance of solutions for production requests, project proposals, and service-level agreements using internal proprietary software (TRACCS)•Learned and developed a thorough knowledge of various business line service and solution offerings; collected, documented, and shared this knowledgebase via various IT tools with teammates; acted as subject matter expert (SME) for designated lines of business•Responsible for the implementation and technical support of solutions desk-side, remotely, and via other service delivery personnel for high-dollar, time-sensitive business units•Analyzed and interpreted basic customer technology requests (move/add/change); engaged in procurement functions; coordinated the participation of other service providers to complete the request; fulfilled associated quality assurance tasks•Participated in the creation, adoption, deployment, and documentation of standardized desktop images that supported both corporate operations and business-unit-specific requirements•Maintained entries in project-tracking database and generated related project status reports for management review

Greater Philadelphia Area

•Managed and supported multiple Novell-based LANs across several sites as part of the overall corporate network•Administered various network objects (i.e. containers, groups, printers, servers, users, volumes, etc.) to support day-to-day operations and maximize network performance•Planned, installed, upgraded, relocated, and supported PC/LAN-based hardware and software products to support both internal and business unit operations•Tracked and forecasted network activity (i.e. disk, memory, bandwidth utilizations, etc.) to maximize performance and minimize bottlenecks; produced monthly production and capacity planning reports for management review•Participated in the development and implementation of corporate IT infrastructure and desktop standards•Developed and coordinated disaster recovery plans in support of business units located at my site•Managed concurrent projects involving customers, internal IT groups, and vendors following project management methods•Handled Level I/Level II help desk and other problem mitigation concerning both PC and LAN issues•Refurbished retired equipment (PCs, notebooks, printers, etc.) for donation to non-profit groups in conjunction with the organization’s Corporate Contributions Office•Assumed the center manager’s duties when he was offsite•Trained and advised new or junior members of staff

Greater Philadelphia Area

•Directed a multi-million dollar, deadline driven, check-clearing operation in a data processing environment•Managed a multi-shift clerical and technical staff plus two shift supervisors (hiring, payroll, performance and salary reviews, counseling, and terminations)•Oversaw the administration and maintenance of a mission-critical, department mini computer system and check sorter hardware and software (installation, maintenance, repair, upgrades, etc.); participated in system upgrades and corresponding acceptance testing•Drafted disaster contingency plans to support my line of business•Acted as a liaison between the department and external IT vendors•Developed PC-based tools to track and forecast department production and staff performance to minimize expenses and maximize workplace efficiencies•Produced training and production schedules•Relieved department manager of administrative details and special projects

Greater Philadelphia Area

•Coordinated the automation of the company’s cash processing department from a paper-based process to an electronic, third-party vendor system during a year-long conversion project•Acted as the principal corporate technology resource on the project team•Acted as a liaison between the business unit, corporate IT, and the vendor•Planned the implementation and testing of associated system hardware and software•Trained the department staff in the application’s use; produced associated training documentation•Oversaw the daily administration and support of the application’s mini computer system; participated in system upgrades and corresponding acceptance testing•Participated in the creation of disaster contingency plans to support my line of business•Developed ad-hoc PC-based tools to track and forecast department production and staff performance to minimize expenses and maximize workplace efficiencies

Business Continuity Planning Certification

Certified Novell Engineer (Cne)

Operations Management Training Program

Bachelor Of Business Administration - Bba, Dual Major – Organizational Management And Computer Information Science, Graduated Magna Cum Laude (Cumulative Gpa: 3.72)

Activities and Societies: •Dean’s List for Academic Achievement (4 years) •School for Business and Management Honors Program (4 years).

Bachelor Of Arts - Ba, General Academics

Activities and Societies: •Mentally-Gifted Program (4 years) •Barnwell Honor Roll (4 years)