1. Steven Smith
2102 Dewsbury Dr.
Wylie, TX 75098
Sr. Voice Engineer experienced in management and operational support, project design and
implementation of network and voice systems for both large and small organizations.
Cisco CCNA, IPCAAM, CSE, Cisco Unified Communications Manager
Cisco Unity and Unity Express, Gateways (SRST)
Avaya G3, Communication Manager
Avaya Modular Messaging
Avaya CNA (Converged Network Analyzer)
Avaya Merlin Key Systems
Avaya Audix Voicemail
Avaya SES (SIP Enablement Server)
Avaya AES (Application Enablement Server)
Avaya Session Manager
Avaya IP Office
Avaya Voicemail Pro
Verint Audiolog Voice Recorder
Avaya One-X Central Management Server
11/2013 - Present McAfee Inc./Intel Security
Sr. Voice Engineer
Tier 3 Engineer involved in the design of the Avaya infrastructure and
call center. Assist lower tiers with escalations. Provide both onsite
and remote support for issues and new installations. Identify and
troubleshoot PBX and/or Telco service problems; when necessary,
design and implement short-term solutions until service issues have
been resolved. Meet with the internal groups to discuss requirements
for call center and implement changes to ACD environment.
Research, design & implement new telecommunication services.
Maintain voice systems with periodic maintenance, backups and
firmware compatibilities. Manage vendors on site assisting with
installation. (i.e. AT&T, Verizon) Implement new ISDN PRI Circuits, IP
2. Trunks, P2P Trunks.
Work with corporate network engineers on Data Configuration for
VoIP installations to include the following:
• Port/Firewall settings
• DHCP Server Scopes
• HTTPS Server locations for firmware and backup files
Place orders for data and voice circuits worldwide. Work with carriers
to ensure they have all of the required information for delivery. Part of
Mobility team involved in connecting and disconnecting of company
provided cell phones. Assisting with device/carrier issues. Audit zero
usage report each month and disconnect services if applicable.
Upgrade CMS from R15 to R17
Upgrade Plano campus from digital to IP phones
Installed G450/LSP at 3 remote sites
07/2001 – 11/2013 Affiliated Computer Services / Xerox Business Services
Voice Engineering Manager
-Promoted from Solutions Architect-
Manage the day-to-day operations of the telecommunications area.
Oversee architecture in developing a Telecom strategy, vision &
goals. Research, design & implement new telecommunication
services. Facilitate planning for new, existing or relocation of ACS
offices. Provide ongoing maintenance & support of existing
telecommunication services. Collaborate & openly discussing issues
in a way that brings out the best thinking, attitude & performance in
the Telecom Team & others.
Upgrade Infrastructure –
CMS from v14 to v16.2
AES from v4 to v5.2
Modular Messaging from v3.1 to v5.2
Audiolog from v4 to v5
Communication Manager from v4 to v6
-All completed successfully with only the outage needed to cutover to
Johnson & Johnson IVR Solution –
Biggest contract in ITO history. Included IVR, CCE screen pops, and
expanding to an additional 9 sites with over 600 agents supporting 76
countries and 33 languages. All sites were added and solution
implemented without any issues or SLA violations.
Presence Expansion –
As part of a consolidation project, the sites supported increased from
9 to 26 in the past two years. With this came added personnel, some
3. through acquisition and some hired externally, who seamlessly
transitioned to their new roles without interrupting service.
As ACS was acquired, the Xerox Project Managers who handle all of
Xerox’s telecom and network orders were transitioned to my team
without causing any lapse in service or order delivery.
Cost Savings –
Audited all systems, circuits, and POTS lines. Significant cost savings
were seen across the board by reducing circuits and POTS lines.
Systems were cleared of unused stations to reduce maintenance.
Voice Network Engineer II/Solutions Architect
-Promoted to Solutions Architect in 2004-
Provide both on-site and remote operational support for
multiple ACS locations on a variety of platforms. Identify and
troubleshoot PBX and/or Telco service problems; when
necessary, design and implement short-term solutions until
service issues have been resolved.
Coordinate meetings to ensure client satisfaction, manage
special projects /installations involving complex bids and
submittal processes. Design configuration and oversee PBX
installations, complete quality testing, and provide end user
training. Communicate with vendors to ensure project
success. Coordinate with operations and maintenance on
voice network issues and troubleshoot problems with
department users and network administrators. Provide
strategic and technical direction, design, and engineering
support for video conferencing.
Installed several systems, both Cisco and Avaya, at various
sites for ACS and clients. Some were standalone sites and
some were added to larger enterprise solutions.
Part of team of engineers in deploying the first ever
Megacluster for Cisco Call Manager with over 55,000 phones
Cutover ACS corporate switch from a Fujitsu 9600 to Avaya
Added over 50 new clients to the global call center.
09/1997 - 05/2001 BaseCom
Lead responsibility for daily telecom operations and voice
project management for Army bases across the United
States. Triage and problem-solve telecom operations issues,
4. and ensure rapid return to service following an equipment or
service outage. Install & maintain telephone systems, circuits
(ISDN-PRI, T1, CO trunks, POTS), and switch expansion.
Train remote technicians in MACs, troubleshooting, and
cross-connect wiring. Built company’s internal network and
managed all peripherals. Setup and monitored all of the PC’s
and servers. Handled all IMAC and problem tickets pertaining
to Telecom/PC/Network for internal office.
09/2013 Recertify CSE
UCAAM (Unified Communication Advanced Account Manager)
Cisco Collaboration Sales Specialist for Architecture
06/2008 Recertify CSE
IP Telephony Troubleshooting
06/2006 Recertify CCNA
IPCAAM (IP Certified Advanced Account Manager)
CSE (Cisco Sales Expert)
08/2005 ACA (Avaya Certified Associate)
03/2001 Cisco Certified Network Associate
A+, N+, Protel Payphones
08/1998 Fujitsu 9600 Installation and Maintenance,
Teltronics Installation and Maintenance,
DTI Installation and Maintenance
10/1997 Amanda Installation and Maintenance