Shawn R. Smith Sr.
1016 Robert Avenue
St. Louis, MO 63135
+13145915605
shawn@314consultants.com
I have acquired over my 17 years, the practical experiences and technical knowledge in the field of Information
Technology (IT) and Telecommunications. The knowledge I have gained, has nurtured my ability to tactically
leverage solutions to meet and support business processes, requirements, and strategies to deliver many
successful infrastructural improvement projects. I have deep knowledge and comprehension of multiple voice
systems and exposure to new and emerging technologies, all acquired while working on medium to large
complex global projects. I possess the skillset to build and develop relationships with cross-functional teams,
demonstrating my ability to add value as contributing member of a team which has led to numerous successful
projects. I am a proven technical leader, with proven communication and active listening skills; coupled with a
motivating ethos that is centered on collaborative critical thinking to drive issues toward a resolution, to
excavate root cause and initiate/track preventative measures. The many achievements accumulated over my
career clearly demonstrate my capacity to deliver quantifiable results and the ability to overcome many
challenging situations.
I have:
 Successfully Implemented, deployed, managed and maintained Hybrid Fiber Coaxial (HFC) VoIP
Telephony network in Jackson, TN. This deployment was 2 weeks ahead of schedule and delivered
service to LATA 468 with over 45K consumers and a serviceability uptime of 99.993.
 Assisted in the development and design of a global implementation of Unified Communication solution
to support 80K global end-users. The solution provides Any-Time, Any-Where, VPN-less secured
connectivity to the corporate network; allowing employees to collaborate leveraging Telepresence units,
mobile devices, laptops and tablets. This expanded the usability of Instant Messaging/Presence (IM/P),
voice, video (HD) and web conferencing service offerings throughout the organization and will
ultimately lead to increased productivity.
 Managed and maintained an Internet Telephony Service Provider (ITSP) network and created
reference/solution designs that often involved interaction with various levels of external customer. As
the higher tiered technical liaison I was able to communicate and demonstrate benefits of leveraging
our solution for an ever expanding converged network.
 Developed critical documentations for support staff, that guided and assisted with correct triage
strategies to quickly isolate issues; ultimately led to a reduction in Mean Time To Repair (MTTR) as
Interim NOC Manager, this lead to a measureable improvement in customer satisfaction and retention.
 Aided in the implementation of National Network Operations Center (NNOC) for a large MSO.
Successfully coordinated the relocation of DMARC from North side of building to South side of building
in a 6 week timeframe; this deliverable assisted in a six week cushion being added to the total
deployment time frame.
 Effectively assisted in the expansion of system monitoring, by deploying and managed over 50
monitoring servers that monitored and reported triggered based anomalies to the NNOC monitoring
system. The expansion allowed the MSO to proactively respond to events. This benefited many areas
of the organization from the calls centers to field staff and proved to provide an immediate reduction in
operational expenses.
I look forward to hearing from you soon, upon request I can supply my most recent Personality Profile
Assessment (PPA) often referred to a DISC Assessment.
[HIGH LEVEL SYNOPSIS of Resume: http://re.vu/TelecomEngineer]
Regards,
Shawn R. Smith Sr.
Shawn R. Smith Sr.
1016 Robert Avenue
St. Louis, MO 63135
+13145915605
shawn@314consultants.com
Executive Summary
I am an accomplished, progressive, results-oriented, and articulate professional with an infectious "we can do" attitude. I
have the ability to maintain composure under extreme pressure, while possessing exemplary situational awareness. along
with practical technical knowledge and effective communicative skills. Embodying a passion for knowledge, coupled with
the profound ability to grasp technical concepts quickly, and the agility to shift quickly in dynamic situations, often
transitioning challenging situations the net positive results. A proven leader in managing Systems & Telecommunications
infrastructure, with over 17 years of experiences in the implementation, the support of multiple hardware and system
solutions in a various Technical Environments. [HIGH LEVEL SYNOPSIS of Resume: http://re.vu/TelecomEngineer]
Employment
Emerson (Tek Systems)
St. Louis, MO
Global UC Design Engineer
November 2014
October 2015
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Worked with Global and cross-functional teams to develop a Service Design Package (SDP) for Unified Communication as a Service
(UCaaS). UCaaS encompassed a complete, comprehensive and immersive solution to deliver Voice, HD Video, Presence that leveraged
various Cisco technologies Unified Communication platform using Cisco technologies and the development of a Service Design Package
(SDP).
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Developing, Engineering and Designing Enterprise Global structural component standards to implement Unified Communications Solutions.
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Leveraged internal and external tool suites to deploy a Globalized Collaboration platform uniquely designed s: Cisco WebEx (Jabber),
Expressway-E, Expressways design team, providing a solution global in scale, that will enable the various Emerson business units to
collaborate.
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Developed a Service and Design package for the implementation of Symantec Mail Security for Microsoft Exchange (7.5.1) that will replace
the End-of Life (EOL) Microsoft Forefront.
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Assisted in the bandwidth analysts for Global initiatives of Office 365
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Developed globalized standards and requirements for Emerson Business Units seeking to implement SIP (VoIP).
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System and Carrier Requirements to leverage Emerson Global Directory Service (GDS 1.0)
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Designed resiliency requirements
Meridian Enterprise (Adaptive Solutions)
St. Louis, MO
Senior IP Telephony Engineer
February 2013
November 2014
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I transitioned the corporate enterprise from a legacy depreciated telephony system onto a new Unified Communications platform. I provided
general engineering and analytical responsibility for the enterprise telecommunications systems and UC associated applications. I work
in conjunction with the VP and Director of the corporate infrastructure and assist in the design, implementation, engineering and operations for
all corporate telephony systems and application. Interfacing with multiple support and product vendors and internal customers; ensuring the
viability and stability of mission critical components. Associated responsibilities includes supporting 3 call center operations and telephony
applications (one in an alternate geographic location). Also as the acting Tier 3 corporate telephony support and adjunct role was to support
remote VPN anomalies for remote users. I worked in the coordination of installation, operation and monitoring for UC Telephony system,
equipment, hardware and application. This allowed me work with other departments and associated IT team’s members, together we work to
evolve the network infrastructure and network design of the environments and architectures.
○ Other duties:
Documented PCI 2.5 compliance for all voice application components.
Provide technical design and support for call center operations, including routing, ACD, IVR and
adjunct systems.
Install, configure, diagnose, repair, and upgrade telephony hardware, software, adjuncts and endpoints.
Maintaining technical documentation for designs and configurations.
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Component Responsibilities
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Carrier Relations, Selection and Integration Management (XO, Windstream, AT&T, Charter and Avoxi)
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ShoreTel component and other technology components
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ShoreTel Mobility
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ShoreTel Enterprise Contact Center
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ShoreTel ECC Program Contact Call scripting
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ShoreTel Contact Center Interactive Viewer
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ShoreTel VPN Concentrator
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ShoreTel Conference
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ShoreTel Director / Switches
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ShoreTel ECC Chat
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Oaisys Contact Center Call \ Screen Recording
Appia Communications (acquired Voxitas)
St. Louis, MO
Manager of Voice Engineering / Design
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Managing Voice Engineering Support Team (VEST)
April 2011
February 2013
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Leading and managing multi-Tiered technical support VoIP team assisting customers in isolation and resolution of a mired of issues.
Interfacing with customers, vendors, providers and sales teams regarding issue resolution and status
Develop and guide procedural instructions and documentation for support isolation of issues and prompt resolution
Engineer for SBC design and implementation
Senior VoIP technical resource for escalation
ACME SBC support and management
Recommend, Implement and Design voice signaling & media transversal through network elements
Freeswitch & OpenSIP build out and configuration with front end control panels.
Carrier interoperability with various levels of ULC
Deploy and interoperability of AMCE SBC.
Creating, implementing standards, policies and support procedures.
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Senior VoIP / SIP Engineer / Design
January 2009
March 2011
Implementations of new platform integration and migrations of subscribers.
OpenSIP & OpenSER system configuration and development
Recommend, Implement and Design voice signaling & media transversal through network elements
Freeswitch & OpenSIP build out and configuration with front end control panels.
Carrier interOP Level3, Verizon, XO, O1 & One Communications
Asterisk configuration troubleshooting
Assisted with support of Linux platforms
Senior Level InterOp with major vendor, ensure system resiliency
Configure Juniper SIP / RTP Gateway Tunnels with major carriers.
Adtran router configuration / support for remotely.
Assist with new proactive monitoring initiative.
Lead Engineer assigned to lighthouse clients for site and issue resolutions.
Perform Juniper firewall migration from 5GT to SSG140, improved VoIP network performance.
Assisted in the configuration of VoIP Gateways and VoIP.
Provide issue triage / resolutions for VoIP customers.
Provide proactive documentation, SOP manual insertions & training for Tiered Support personnel.
Assisted with network enhancement of QoS (0x2e) marking of RTP packet streams sourcing from external ULC gateways.
DANA Corporation (Vision IT)
Humboldt, TN
March 2008
October 2008
Network/Systems Infrastructure Analyst
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Supported 395K sqft Manufacturing Plant IT/Communication infrastructure needs
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Communicated network infrastructure deficiencies that impacted production, resulted in escalating and procuring a $200K network refresh
initiative.
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Established SOP/Documentation for plant personnel.
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Restored and Expose network nodes configured improperly and removed unnecessary protocols
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Cleaned network traffic and regained 80% of local bandwidth, resulting higher throughput and response time.
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Initiated Processes\Informational for issue resolution
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Procured over $250K in facility network upgrade / refresh.
Charter Communications
(9 years 1 month)
November 1998
December 2007
Tennessee KMA, Jackson, TN
Senior Telephony Switch (VoIP) Engineer
September 2006
December 2007
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Implemented, Managed and Maintained VoIP Network Topology (DOCSIS platform) from infancy to current operation holding +30K
subscribers and processing over 800,000 calls a day
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Managed switch uptime and maintained an availability rate of 99.9993% (Six Sigma Compliant), 2 nd in the nation of Charter’s 21 Class 5
Telephone switches.
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Worked with vendors on network monitoring software specific to telephony cable modems (Arris).
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Managed and worked closely with Local Exchange, IXC and Transport Carriers (ILEC, RBOC, CLEC)
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Managed IP-based and Circuit-based residential and commercial telephone products and services over Hybrid Fiber Coax (HFC)
infrastructure.
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Engineered circuit cross connection mapping of OC12, STS (DS3) and DS1 levels.
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Maintained documentation including circuit entry points and termination, which included end to end connectivity and circuit assignments.
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Rerouted traffic and provided detailed information pertaining to trunks groups that needed augmentation to off-set capacity and all circuits’
busy issues.
Manager VoIP Network Operations
November 2005
September 2006
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Commissioned, guided and led the implementation and deployment of the 3rd IP Telephony switch to completion and under deadline.
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Managed vendor installation and commissioning activity for telephony services.
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Developed comprehensive and detailed recordkeeping system of all the resources associated with the Phone switch and circuits; which has
been adopted by other Telephone Engineers within the enterprise.
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Administered inventory to insure hardware is available as offline spare equipment, ensuring compliance of Six Sigma availability rate.
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Managed a $6 Million deployment and implementation of Charter VoIP Networks for Charter Western Tennessee footprint.
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Created multi-level Build of Material (BOM) for several site deployments.
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Coordinated with Vendors to expedite delivery of equipment prior to budget cut-off period, with 100% success rate.
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Coordinated with Bell (now AT&T) engineers for Mid-Span Fiber Meet Points in Jackson, TN and Lebanon, TN for site and traffic redundancy.
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Successful completed the certification of Jackson IP Telephony switch via VERISIGN requirements of SS7 (A-Links) ISUP and TCAP.
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Manage the execution of all pre-launch DOCSIS testing, including ATP (Acceptance Test Plan), ORT (Operational Readiness Test) and VQT
(Voice Quality Test) and ensures SNR on nodes were within acceptable parameters.
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Coordinated the construction and installation of site DC power plant, via Alpha contractors.
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Standardized configuration, implemented and validated End-Office (EO) field systems comprised of Wire line/VoIP topology
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Developed document for end to end connectivity and circuit assignment.
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Created detailed and high-level VISIO diagrams.
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Created a functional telephony testing area that was duplicated across the enterprise.
Corporate Headquarters, St. Louis, MO
VoIP NNOC Tech III
June 2005
November 2005
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Supporting Cedar Point Safari C3, Arris C4 CMTS and G2; Nortel DSM 100, CS2000 and PVG
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Assigned high level projects for IP Telephony (IPT) and Network related issues on HFC DOCSIS network.
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Interfaced closely with carrier providers to resolve traffic and routing related issues
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Supported multiple IP Telephone hardware/software system solutions.
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Provided support for IP-based residential and commercial telephone products and services over Hybrid Fiber Coax (HFC) DOCSIS
infrastructure.
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Managed, Supported and Monitored critical managed network elements using real time alarming of network fault notification.
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Provided knowledgeable assistance and coordination; facilitated efforts with multiple internal support organizations, service providers, vendors
and any other outside support organizations as needed.
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Initiated, updated, tracked and closed trouble tickets; create and send network alerts as needed to internal organizations including, but not
limited to, customer care, development and engineering teams and executive staff.
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Performed proactive network element status and health checks as part of normal surveillance activities.
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Followed procedures to directly access certain network elements to validate and further isolate specific trouble conditions.
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Worked to develop and/or implement network management tools and processes to improve the NOC capabilities and to ensure quality of
service (QoS) levels across all managed networks.
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Provided technical support, training, and guidance to junior level team members and/or less experienced technicians.
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Identified procedural errors and takes them back to the source and/or management.
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Worked to ensure that procedures and processes are clear and will be followed going forward.
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Worked to ensure Mean Time to Repair (MTTR) and Network Availability goals are met.
VoIP Switch Engineer
July 2004
June 2005
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Assisted in the launch of the first HFC IP Telephony launch in Oxford, MA
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Assisted the development of Safari BLVI and CALEA processes and procedures.
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Assisted the Safari system patch upgrade and validate compliancy through Acceptance Test Plan (ATP)
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Provided weekly status reports of current activity and provide high level details of current issues and new developments.
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National Switch Operations Tier I and Tier II support for Voice over Internet Protocol (VoIP) deployment and operations.
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Created Methods and Procedures for Tier I support for the National Network Operations Center (NNOC) to assist in troubleshooting and
isolating issues.
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Provided comprehensive insight to the development of Cedar Point deployments across HFC DOCSIS network.
Senior Information Systems Administrator
October 2001
July 2004
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Supporting system upgrades, backups and applications, network troubleshooting and direct interface with vendors.
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Maintained security measures guarding information against accidental or unauthorized modification and disclosure.
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Deployed, standardized, managed and stabilized of Enterprise Network Monitoring systems; SOLARWINDS project.
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Coordinated with Network Monitoring Systems (NMS) group on the proper configuration and destination of SMNP traps.
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Managed and deployed Network Services and Operations Center (NSOC) Avaya Definity PBX.
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Managed and maintained critical Enterprise data storage appliance totaling 3 Tera-bytes of Data.
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Managed and redistributed over $30 million of acquired @Home and HSA network equipment.
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Coordinated NSOC DeMARC relocation and interfaced with RBOC engineers to keep project deadline.
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Deployed and managed corporate Active Directory (AD) sub site and migrated from NT domain to AD.
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Maintained VLAN settings and configuration on Cisco 3500 series switch within the Corporate NSOC LAN.
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Coordinated installation of hardware and software and developed procedures for issue resolution.
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Performed remote patch and update management on network clients; using Windows Update server.
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Produced documentation with recommendations and requirements for equipment platforms for management review.
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Managed and maintained national network monitoring servers associated with revenue generating stream (tier 1 tool).
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Managed National Services and Operations Center facility badge access control, security and surveillance systems.
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Managed remote enterprise site group policies for increase standardization of computer resources.
Network Operator
March 2001
October 2001
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Documented my areas of responsibilities for the creation of Information Systems Administrator position.
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TEIR I & TEIR II support for enterprise networks for Central Division
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Defined, developed processes and procedures for issues resolutions.
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Scheduling and performing system maintenances, developing the processes and procedures for each maintenance.
PC Technician III
July 2000
March 2001
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Successfully managed and coordinated Corporate Helpdesk & PC Technician projects.
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Supported corporate, divisional and systems users issues ranging from PC support to network issues.
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Built, implemented, maintained and managed Corporate Image server (Ghost Server).
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Built and deployed Windows 2000 images for enterprise standardizations.
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Provided corporate tier III PC Technician and tier II LAN support for the enterprise.
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Led corporate Beta testing for SMS implementation and deployment.
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Assisted with the enterprise requirements of equipment utilized SMS features for enterprise standardization of computer resources and
hardware and software inventory.
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Assisted with the development of disaster recovery contingency strategy plan and procedures.
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Imaged PCs with the correct software for individual departments.
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Developed and maintained Help-Desk web server for departmental use.
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Documented weekly report status on projects and issues on aged support issues.
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Monitored and managed intranet servers.
Midwest Division Headquarters, St. Louis, MO
Senior LAN Administrator
June 1999
July 2000
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Managed over 700 node network and users.
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Successfully led project for Y2K compliancy for all regional LAN equipment, hardware and resources.
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Managed and supported geographical challenging regional LAN and network facilities.
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Created and managed user accounts and departmental / users shares.
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Managed mail migration from Lotus to Microsoft platform Division wide.
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Performed server maintenance and backups & recovery.
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Created server disaster recovery document.
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Successfully coordinated mail platform delta migration from Lotus cc:Mail to Microsoft Exchange.
Successfully manage and coordinated various facility wiring upgrades and deployment of new equipment.
Communicated regional Y2K deficiencies and received $2.3 million in funding for equipment replacement and facility improvements.
Network Operator
March 1999
June 1999
Logged and troubleshot network related issues associated with broadband services.
Wired infrastructure with CAT-5 and T1 cabling adjusting with increase capacity requirements and future equipment.
Notified and communicated issues to higher Tiered Engineers after issue was isolated and identified.
Inventory Controller
July 1998
March 1999
Maintained accurate counts of equipment and supplies and ensured property inventory levels.
Rezoned and organized warehouse floor layout for efficiency.
Monitored broadband equipment and network traffic.
Tracked equipment and tools assigned to technicians.
Computime, Inc., Overland, MO
Senior Account Executive
November 1996
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Built, established and maintained sales for high capacity work horse printers.
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Sold printer products and service contracts on high volume and high capacity printers.
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Performed cold calling to potential new clients who may benefit from the product line.
Design Alternative, Inc., Ferguson, MO
Recruiter
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Interviewed and placed candidates on assignments with clients.
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Provided IT support on the Token network utilizing LANtastic.
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Assisted in building client Database.
April 1997
April 1996
November 1996
Education
Institutions Name
Kentucky State University
Joliet Junior College
Gary West Side H.S.
Major
History & Education
Education
Technical Coursework
Knowledge, Experience & Certifications
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Microsoft 2000 Migration & Security
Network Appliance NetApp Filer
Microsoft SQL Server administration
Netscreen (Juniper) Firewall
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ITIL (1002609360)
Cedar Point Safari Soft Switch IP Telephony
Operations
● CCNA (CSC10417552)
● Compaq (HP) ASE
● Microsoft Certified Professional (1793710)
Telephony Skill Repository
Nortel C2K / PVG, Metaswitch, ACME SBC and Sonus, Adtran NetVanta, Cisco Unified Communications Manager (CUCM), Samsung
Officeserv, Avaya IP Office, NEC SV8100, Interactive Intelligence I3, TeleVantage, Asterisk, 3CX.
OpenSouce SIP Experience: OpenSIPs, OpenSER and Kamailio
Experienced / Trained in the following:
MEDIA ACCESS,PROTOCOLS, NETWORK MANAGEMENT, HARDWARE / SOFTWARE, Telephony Topology Design & Architectures, Project
Management, TelCordia Standards, Packet Voice Gateway (PVG), QoS, PSTN, TDM, LAN/WAN, OSI Model, SIX SIGMA, TCP/IP, VoIP, Packet
Switch, Packet Voice Gateway (PVG), SS7, C7, ISUP messaging, Nortel CS2000 (CS2K), Wireless 802.11 b, n & g, Wireless Security, NAS & SAN,
CMTS (Arris & Cisco), Remedy, Microsoft Enterprise Software (Servers ~ Desktop Solutions), Active Directory, Exchange Server, Linux, Packet
analyzer sniffer, SONET, ATM, Frame Relay, MPLS, VLAN, VPN, Ethernet, Gig., FE, ISDN, PRI, H.323, PPP / SLIP / DHCP, DSL / HDSL, OSI
Protocols, RIP / OSPF / ARP, SNMP, HP Openview, Cisco Works / View, Routers, Switches, Fiber Optics, Premise Wiring, Multiplexers, CSU / DSU,
ADMs, TMs, DCS ( DACS ), Repeaters, Hubs, Servers, Firewalls, Unix, Windows Server/Clients, Visio / Autocad, MS office, FTP / TFTP, MTTR,
MGCP, ICMP, ESD Equipment, Telco, Cabling, wire management, DOCSIS, Adtran , Edgewater Edgemarc, SIP & T38 debugging, Codec & SDP
negotiation. Jabber. WebEx. Cisco PMR, CMR, ILS, Telepresence, Mobile Remote Access (MRA), Cisco Expressway-C and Expressway-E
References, Letters of Recommendation and Compensation history will be supplied upon requon request.