Engineer Customer Service
Resume:
STEVEN J. CAVALLO
Lovettsville, VA 20180
IT Manager/Systems Administrator
Network Engineer
ab9tyc@r.postjobfree.com
OBJECTIVE
Seeking a position as IT Manager and/or Network Admin, working in a team
environment, that allows me to lend my expertise and challenge as well as
grow my skills as a team lead and engineer.
PROFESSIONAL SUMMARY
I possess extensive knowledge and experience in computer system design,
construction, and troubleshooting. I have 10+ years of experience in
administration and support of MS Windows network, servers, and PCs and am
proficient in the management and configuration of Windows, Macintosh,
Linux, Unix and Novell servers. I am proficient in Active Directory
management and design to include set up and day to day operations of Domain
Controllers, Microsoft Exchange, Blackberry Enterprise Server, and all
forms of enterprise operations. I am proficient with Macintosh and
Macintosh enterprise integration as well as Unix. I possess extensive
knowledge of enterprise level policies and scripting, both in a Windows and
mixed Windows/Mac/Unix environment, as well as a solid understanding of
network and security protocols and a working knowledge of ITEL and ISO
standards and operations. I have been solely responsible for day to day
operations and management of Cisco switches, routers, and ASA firewalls in
a fast-paced environment with 500+ users. I have also served as a Help
Desk/ IT Manager, exploring and implementing policies and procedures that
led to decreased down time and increased user satisfaction with the Help
Desk. I have extensive experience with Apple Mac and Microsoft Operating
Systems, Apple Mac and Microsoft Office productivity tools and COTS
products along with a solid working knowledge of desktop computing
environments.
EXPERIENCE
National Institutes of Health-National Eye Institute.
05/2013-09/2013
Sr. Systems Administrator
At NEI I served as the Sr Systems Administrator. I was responsible for all
day to day operational support of all NEI infrastructure systems. These
systems were a mix of Windows Server 2003, Windows Server 2008, Windows
Server 2012 as well as Macintosh and Linux systems. Additionally I was
responsible for the operation of NEI's NetApp storage appliances. I also
Lead and set direction for a small IT support services team at a client
site, who have total responsibility for operations, maintenance, and
support of the IT environment. This was a very fast paced environment and
required I operate with minimal supervision.
Additionally I:
.Provided a hands on technical role with management responsibilities
.Articulated technical needs and solutions directly to the client when
required.
.Leveraged ITIL processes and ensure all staff members comply with
established processes and protocols.
.Established working schedules, support coverage, on-call rotations
.Managed staff and all associated work assigned to the team.
.Provided technical expertise for resolution of technical problems to
include software, hardware, network, systems, and application support.
.Developed reports on a weekly and monthly basis to track team activity,
problem management, and inform client and executive management.
.Assisted the client with the development of statements of work for
additional services required.
The Washington Post
04/2012-05/2013
Desktop Engineer Help Desk Manager
While at the Post I am the sole person responsible for support of all
Macintosh machines. My project management responsibilities and
accomplishments are as follows:
Created and executed project work plans
Identify resources needed (both internal and external) and assign
individual responsibilities.
Manage day-to-day operational aspects of projects and scope.
Review deliverables prepared by team before passing to other internal teams
Conduct engagement reviews and wrote quality assurance procedures.
Project documentation
Tracking and reporting team hours and expenses on a weekly basis.
Management of project budget.
Analyzation of project profitability, revenue, margins, bill rates and
utilization.
Additionally, I lead a HelpDesk team of nine personnel. I was responsible
for all day to day operations of the HelpDesk as well as software packaging
and distribution (using LANDesk) and Windows/Macintosh imaging.
Robert Half Technology/Berico Technologies - Reston, VA
11/2011-2/2012
Interim IT Manager/Systems Administrator
While serving as the Interim It Director I was responsible for all IT
matters in the company. This included management of all VM-ware based
infrastructures for the company, ESXi clusters, Active Directory
management, account provisioning and group policy, Linux server
administration, both production and development servers, and Windows
server administration.
Additionally, I was responsible for all documentation including network
diagrams and configurations.
I implemented and maintained the Microsoft SharePoint instance for the
company.
I also identified and remedied several network security and redundancy
issues. These issues included, lack of a firewall or IDS, Lack of VPN,
production servers accessible via the public internet, etc.
Included the building out a new Active Director domain architecture
Installation of configuration of Cisco Catalyst switches
Installation and configuration of redundant Cisco ASA 5505 firewalls in
each company location. Locations were in Reston and Roslyn, VA
Set up and roll out of a company wide VPN solution using Cisco AnyConnect
on the ASAs. Thus eliminating the company habit of RDPing to production
server via the public internet in an un-secured manner
I also had direct management of a $1 million IT budget.
I managed and lead three direct reports.
I was responsible for all IT vendor interaction and management.
My department also was responsible for all end user support and
documentation.
I authored and implemented the company's disaster recovery plan, including
designing and deploying a backup solution.
I set up and deployed WSUS to the company to insure that all systems were
up to patch levels thus mitigating a security issue.
I set up an Exchange 2010 server for the company as a test case.
I rebuilt the company's SharePoint instance following a failure. this
included, reinstallation of SharePoint Server, rebuilding the SharePoint
SQL server and needed DBs, rebuilding of the SharePoint Farm, back up of
all recovered or rebuilt data, as well as site creation.
I designed, built, and delivered a VMWare environment consisting of 128 VM
servers running a mix of Windows server 2003, 2008, Exchange 2010, and
RedHat. This environment was built on 64 bare metal commodity grade
servers.
Other duties of my role were but were not limited to:
Providing recommendations on the improvement or re-engineering of the IT
program.
Overseeing strategic relationships between internal IT resources and
external entities, including government, vendors, and partner
organizations.
Installation and management Hadoop test cluster
End user support of Mac and Windows systems
Management of F5 Networks network load balancer
The College Board Reston, VA 02/2011-11/2011
Sr. Macintosh Engineer and Mac Support Manager
My overall responsibilities include the design and development of
architecture required to integrate Macs into the Windows environment,
design of directory services for Macs, design and development of software
distribution application packages and scripts for Macs, evaluation of
leading edge desktop technologies (specifically desktop virtualization and
software as a service), and the use of imaging solutions and management
tools to improve service and reduce TCO for Macs.
I have provided advanced level desktop engineering services and support
utilizing my deep technical expertise and service level methodologies for
the Apple Mac environment.
I provide design and maintenance services for the advancement of various
desktop management initiatives and services, including remote control,
software distribution, asset management, and malware protection services. I
have established standards-based desktop hardware architecture and
application portfolios and designed and deployed Active Directory
integrated Mac solutions.
Additionally, I represent the Business Technology Group within College
Board in the matter of policies and procedures, standards, limits and best
practices with an understanding of financial drivers. Using my proven
communication and problem solving skills as well as the ability to follow
through on resolution, I have contributed substantively to knowledge bases,
tracking and measurement metrics; often times writing my own when none
existed.
I am frequently called on for policy and procedural decisions and manage
projects during all phases including coordination of resources and
adherence to budgets.
I act as a team lead in advanced technical issues, hardware and software
evaluations as well as operational tasks.
I have built and currently maintain knowledge bases based on the ITIL
framework.
I designed and built an Active Directory domain as a proof of concept for
Macintosh integration. This Domain is still functional and contains two
Domain Controllers, three clustered File Servers, and two clustered
Exchange 2010 servers.
I communicate frequently with customers, Support Center analysts, and
various IT managers to manage expectations, assess needs, and customize
services. I have frequent interaction with various groups and senior
Client staff as a project manager and subject matter expert.
I have extensive contact with outside vendors, including attending trade
shows and conferences, as well as managing contractors and consultants as
part of ongoing efforts. I have extensive contact with major hardware /
software vendors to discuss products, pricing, support and troubleshooting,
and establish SLAs. I have been required to manage external vendors and
consultants as part of several large scale projects.
I have proven expertise at the enterprise level in the management, design,
development and deployment of integrated Mac solutions including overall
architecture for AD synchronization and policy management services for Mac
computers
I am responsible for Tier 3 resolution of Mac based user and support issues
of advanced technical difficulty and adherence to service level agreements
I am responsible for extensive documentation of Mac based tools and
services and knowledge transfer to Tier 1 and 2 personnel
I am also responsible for advanced application support of all Client-
supported software, including Desktop Operating Systems, Office
Productivity Suite, Business Information Systems, desktop virtualization
technologies, and desktop management and security tools. I am responsible
for desktop standards and standardization of existing products
My operational responsibilities include architecture and design of
automated software delivery for use in application delivery
I have worked to develop, measure and refine engineering procedures
processes, and service descriptions to facilitate increased customer
satisfaction
I served as PM/ Team Lead on the Exchange 2010 migration. This included
there design, migration of data, and documentation of a full migration from
Exchange 2008- Exchange 2010
I was responsible for all desktop and server patching using LANDesk as well
as the migration from LANDesk to Dell Kase.
Navy Federal Credit Union - Vienna, VA 01/2011- 02/2011
Macintosh Integration Engineer
At Navy Federal I was responsible for the testing and integration of the
Macintosh operating system into NFCU's current Windows environment. This
includes the set up and management of a test lab environment, set up and
configuration of an Open Directory Master, creation of desktop hardware
images, set up and configuration of an OSX image server. I also worked
closely with NFCU's AD team in order to extend the AD schema to accommodate
the Mac OS as well as set up a trust relationship between the AD Domain and
the OD Master. I additionally provided end user support to our Mac users
both in person and via ARD. Project management and prioritization using the
Syteline ERP tool suite.
LCG Systems - Rockville, MD 10/2007 - 01-2011
Desktop Engineering Help Desk Manager
Sr. Desktop and Network Engineer
National Institute on Deafness and other Communication Disorders
National Institutes of Health
As a Lead Desktop Engineer I was the single and primary support
professional for approximately 350 users at NIDCD. This included all forms
of IT support from desktop to systems administration and network support.
Additionally for over a year I served as primary network administrator
which included providing the configuration and installation of Cisco
switches, routers and ASA firewalls.
I successfully designed and deployed a gigabit, class A and class C
network.
I also served as the team lead with direct oversight of two junior staff.
In my time at NIDCD, I served as project lead in a number of large scale
enterprise upgrades including: new terminal server build out and migration,
large scale data migration and management of Mac OS X file servers,
upgrades of Mac Servers to OS 10.6, and the design and implementation of a
gigabit network including the migration from the Cisco PIX firewall to
Cisco ASA firewall.
I was responsible for the day to day administration of the NIDCD firewalls
and IDS systems as will as response to IDS alerts, as well as the creation
and deployment of Mac 10.6.3 and PC images.
I was a member of the NIH Mac Integration Team as well as on a NIDCD team
that created their current NetBoot image and deployment environment.
I served as point of contact for VTC conference room design and support.
I worked on documenting the NIDCD network as well as general policies and
procedures for the NIDCD help desk.
I additionally served in a role equating a Help Desk Manager, overseeing
the day to day operations as well as staff assignment, ticket management,
and staff training.
I worked on a team that tested and deployed Absolute Manage (LANRev) to all
machines in NIDCD (both Mac and Windows), and designed the AM servers for
remote software installation and patch management.
I was the lead design and support engineer for one MPLS multi-point
(nationwide) network as well as six MAN scale networks, and served on a
team working various domain level projects including but not limited to:
Configuration and administration of Promise RAID arrays.
Administration of Round-Robin disk to disk to tape backup system of Windows
and Mac servers and clients
Mac integration and authentication to AD using CAC ( currently rolling out
Certify)
Mac and Windows configuration in support of Federal security regulations (
FDCC, HSPD12, JANIC, Etc)
Active Directory administration including but not limited to: creation and
testing of GPOs, Exchange administration, New User and new OU creation and
permissions.
I also:
Provided direct, end-user desktop support, including desktop imaging and
deployment of imaged machines, hardware and software installation,
maintenance, and troubleshooting end-user support of Macintosh computer
systems.
Identified, investigated, and remedied network security issues, including
unauthorized software, peer-to peer file sharing, and inappropriate
internet usage.
Systems Administration duties included building, configuring, and
troubleshooting file servers using MS Windows Server 2003 and 2008 and Mac
Server OS 10.6.x.
Provided day to day Active Directory management and support including
Domain Controller set up and administration, Exchange Email, Active
Directory accounts management and set up
The primary designer and support staff for multiple LAN and WAN networks
including one MPLS WAN network.
Served has lead on call technician during a migration from HyperVisor to V-
Sphere. In this roll I was the sole support person responsible for the de-
clustering and clustering of all 23 psychical servers as well as building
the clustered environment for an additional 16 virtual servers. All servers
were running Server 2003R2 or Server 2008. Clustering and cluster
management was done via V-Sphere.
Provided project management and prioritization using the Syteline ERP tool
suite.
Support and configuration of all SQL instances.
Some .Net coding and trouble shooting
Configured, installed, and managed day to day operations of the 3 central
F% NIH Load Balancers in the NIH CO-LO Data center
Class Produce Group (contractor) - Jessup, MD 05/2007 - 10/2007
Network Engineer
As a Network Engineer, I was a member of a two person IT department
responsible for all IT support including:
Direct, desk side, end-user support, Windows 2003 Server support in a
Terminal Services environment, enterprise back up management, network
design and implementation, server design and implementation.
Creation and maintenance of user accounts. Creation and maintenance of
Exchange accounts. Creation of Active Directory objects, Organizational
Units, Domains, and Trusts.
Designed and implemented two separate networks featuring inter-network
operability. Authored virus scanning and response policy. Authored network
intrusion response policy. Designed passive network intrusion monitoring
system.
Day to day administration of SQL servers in a clustered environment
Backups and restoration of data using Varitas.
TechTeam Government Solutions Bethesda, MD
Senior Help Desk Technician
National Heart, Lung, and Blood Institute
National Institutes of Health 09/2006 - 05/2007
As a Sr. Help desk Technician I provided direct end-user, desk-side support
including imaging, deployment of imaged machines, hardware and software
installation, maintenance, and trouble shooting end-user support of
Macintosh computer systems. I also served as primary video
teleconferencing specialist and VTC system designer.
Modis Staffing Laurel, MD
Computer Support Specialist 04/2006 - 09/2006
At the Home Depot, I provided Help Desk and Systems Engineering support
including the creation of new Windows XP users, imaging and deployment of
imaged machines, hardware and software installation, maintenance and
troubleshooting, server configuration, deployment, maintenance and support,
network maintenance, user education, configuration, installation and
support of Cisco firewalls, switches, and routers, and telecommunications
support including PBX and VoIP technologies. I also:
Provided active and passive security monitoring, and active and passive
security audits.
Designed and implemented security auditing procedures; including gathering
and retaining evidence for Human Resource and possible criminal
investigations.
At Georgetown University, I was responsible for MS Active Directory
migration and post-migration user support. I also provided help desk
support including: software and hardware troubleshooting, upgrade and
installation, network and local machine security policy support, and server
maintenance and support. Additionally, I was assigned as Team Lead for
Modis staff on this project.
Orbital Sciences Corporation Sterling, VA
Engineering Intern, Space Systems Group 02/2006 - 05/2006
At Orbital I provided IT and aerospace engineering support including the
configuration, management, and real-time monitoring support of video
conferencing, IP video streaming, and recording. I also:
Successfully supported real time VTC with multiple US Government customers
during spacecraft launches.
Successfully supported real time VTC of corporate training events and press
conferences including real time and recorded IP video streaming.
City of Takoma Park Recreation Department Takoma Park, MD
Program Leader 2004 - 2005
I was responsible for computer network support, facility security, and
customer service, including conducting phone interviews for data gathering
to track customer satisfaction.
EDUCATION
Montgomery College, Course work in Engineering, 2002-2004
CERTIFICATIONS, AWARDS AND SPECIAL SKILLS
Certifications
Cisco Certified Network Administrator Certification (CCNA)
Net+
Security+
MCP
Technical Skills
Hardware: Cisco firewalls, routers, and switches, Aironet wireless access
points, and video teleconferencing equipment including Tandberg and Media
Point
Operating Systems: MS Windows Server 2000,2003,2003R2,2008,2010 MS Windows
2000, Windows XP, Windows 7 Active Directory, Exchange 2000, 2003,2007,
2010, Apple OS X (10.5, 10.6, 10.7 Lion), Novel, Sun UNIX, Linux (Red Hat,
Umbutu, BSD, SELinux), Apple Open Directory
Network Protocols: TCP/IP, NetBeui, VOIP,, PKI and SSH
Software and Services: Microsoft Office (XP, 2003, 2007), Solar Winds,
Cisco Network Assistant, Remedy, IIS, .NET, SQL, Microsoft SharePoint,
Pearl, XSAN, JAVA, Basic, C#, FORTRAN, SendMail, Lotus, and VNC.
Design, configuration, management and support of secure LAN, MAN, and SOHO
networks including intrusion detection and response, traffic monitoring,
bandwidth usage monitoring, etc.
User support in MS Windows, Macintosh, and Novel network environments.
Set up, configuration, and support of VMware in both a server and clustered
server virtual environment
Ability to work independently to resolve technical issues.
Solid understanding of networks (LAN and WAN), TCP/IP, NetBeui, and
security protocols.
Design and support of VTC solutions including Tandberg ( Cisco)
Installation, configuration, and support of Cisco firewalls, routers,
switches, and Aironet wireless access points.
Google Apps administration
Hadoop
DoDISS Linux
ESXi
Syteline ERP
Awards
Received LCG Bravo Award for outstanding customer service
Received LCG Applause Award for outstanding team management
Received LCG Sapphire Award for outstanding customer service and dedication
Received LCG Ruby Award in recognition of high level technical expertise
and assistance in resolving complex issues with Apple Support engineering.
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