Allan Smitth

Provided technical support and configuration for the Coeur d'Alene Casino bingo system, ensuring reliable operation of software, Active Directory, and hardware. Performed software upgrades and maintained server and POS workstation functionality, and conducted board-level repairs on user tablets.

Volunteered at various nonprofit organizations including church, Habitat for Humanity, and Chamber of Commerce.

Managed Cisco access point upgrades for Exelon Energy's power generation plants, ensuring seamless network improvements. Configured voice and SCADA circuits on new switches and oversaw 3-4 concurrent projects, coordinating resources and schedules.

Managed a $2.5 million telecom WAN backhaul upgrade project across 21 sites, ensuring timely delivery, resource management, and budget compliance. Developed project schedules and managed CAPEX/OPEX expenses, coordinated with major carriers, and provided stakeholder updates.

Managed migration from Avaya, Mitel & NEC VoIP and TDM PBX systems to NICE CX One inContact cloud-based UcaaS/CaaS call center solutions. Administered configuration and migration processes for NICE CX One InContact and RingCentral platforms, and supported SDWAN, SONET, OC-3, DS-3 T-1 & DS0 infrastructure.

Managed the migration of Mitel TDM VoIP site-based PBX systems to 8x8 UcaaS/CcaaS cloud-based VoIP architecture across 1,000+ locations using MS Project and Excel. Configured and diagnosed VoIP systems and collaborated with carriers to coordinate and resolve technical issues.

Assisted customers with billing inquiries, technical support, service upgrades, and account management via phone, chat, email, or SMS. Primary responsibilities included troubleshooting technical issues, resolving complaints through active listening and empathy, and processing account changes or payments to ensure high customer satisfaction.

Managed a nationwide network of over 1,000 OnSmart display units in railway and subway transit systems, ensuring continuous operation and high service reliability. Established and operated the Network Operations Center (NOC) to monitor system status and health, maintaining 99.999% uptime across all units.

Provided technical support, installation, and troubleshooting for over 100 Avaya Aura PBX systems for the State of Nevada. Acted as a technical subject matter expert for Avaya telecommunication systems, ensuring reliable system performance.

Provided technical support for NEC, Mitel, & Avaya Aura S8XXX server-based PBX telecom systems, SDWAN, SONET, DS3, T-1, DS0 handling adds, moves, changes, configurations, Active Directory, and troubleshooting for over 2,000 systems. Resolved support issues and system outages efficiently, ensuring minimal downtime and customer impact.

Managed the global merger of Merrill Lynch telecom systems into Bank of America's network using Microsoft Project & Excel, performing system diagnosis and discovery analysis to ensure minimal downtime. Provided expert technical support for a worldwide telecom network, including Avaya Aura PBXs, contact center VoIP solutions, AES servers, SIP trunking, Active Directory, and cloud-based routing.

Designed structured cabling systems for Avista Utilities using the Leviton Structured Cabling System BICSI standards. Designed and managed audio-video teleconference systems for multiple conference rooms per floor, and managed renovation, asbestos mitigation, and cabling design for a six-floor headquarters.

Troubleshot and resolved technical issues with Ciena Carrier Ethernet network switches and optical transportation systems, ensuring reliable service delivery. Configured and designed network solutions in collaboration with telecommunications and cable television companies to meet client requirements.

Graduate of a 40-week Telecom Technical/Trade School at Keesler AFB, MS.

Completed 60 semester units toward a BS/EE degree.

Certification in NEC 2000 and 2400 systems.

Certification in Mitel 100/200/1000 systems.

Holds a First Class Radio Telephone License.

Certified BICSI Technician.

Certified in fiber optic fusion splicing.

Completed AUTOVON Computer Fundamentals School.

Completed Digital Telephone Systems Computer Programming training.