Shawn Epps Email & Phone Number

Alexandria, Virginia, Us

• Developed Performance Work Statement to capture requirements needed to fulfill customer needs• Created IGCE to outline funds needed to complete project requirements and identify project costs• Held project meetings to gather requirements and communicate updates to stake holders• Provided updated status on all projects utilizing Microsoft Teams and Planner• Participated in working groups, technical conferences, and meetings as required to provide the Government feedback on technical areas • Evaluated equipment components for functionality, interoperability, and integration with facility infrastructure to ensure compliance with DoD/AF instructions, guidance, and industry best practice• Identified opportunities to replace or migrate to commercial-off-the-shelf (COTS) products and practices as appropriate• Provided engineering and migration support for legacy equipment, circuits, and systems this includes, but is not limited to, TDM to IP transitions, POTS reduction/elimination, fax reduction/elimination, 4-wire E/M, and other legacy technology• Reviewed SOO to ensure contractor met all government requirements and assisted in contract award selection

Spokane, Wa, Us

• Migrated over 3,000 Kollective Videos and Channels to Microsoft Stream• Created docs and trained Admin and End users on MS Stream video, channel and group management• Setup and configured Rave emergency alert system to include documentation and RBAC• Resolved Avaya system alarms and provided support to sites remotely• Provided resolutions to Avaya call processing issues to support customer needs• Successfully completed trouble tickets while meeting SLAs• Integrated new systems into company environment creating guides and training docs

New York, Ny, Us

• Successfully resolved issues and errors related to Avaya and CISCO telephony devices• Accomplished over 5,000 MACDs for CISCO and Avaya Telephony devices• Setup numerous Coverage paths and Call Pick up groups for CISCO and Avaya users• Utilized Avaya background and training to assist team members with trouble shooting efforts• Trained on CISCO Contact Center software for MACDs of agents and supervisors• Ensured ticket queue was up to date completed tickets before or on due dates provided• Worked with Skype for business platform replacing CISCO and Avaya infrastructure• Supported effort in adding Nectar to network infrastructure

St. Louis, Missouri, Us

• Managed call center telecommunications projects and/or administer and maintain PBX equipment and related adjuncts to include, Avaya Performance Monitoring (Empirix), Call Management System (CMS), Verint Quality Monitoring, Verint Contact Recorders, Contact Analyzer, Aura Messaging, Audix, and Voice Portal• Developed project plans and met with managers, departmental peers and vendors to ensure projects were on schedule and milestones were met• Provided telephony related recommendations to improve business functions and services for call center• Knowledge of local and long distance carriers, computer/telephony integration (VoIP), disaster recovery development, telephony hardware and related products• Completed assigned projects within budgetary and scheduling guidelines with minimal management involvement• Resolved complex networking and routing troubles to restore service for call center

Global, Us

• Extensive knowledge of Telephony systems: Telecommunications installation, operation, trouble location, correction, and routine maintenance of Key systems, PBX-Option 11c, multi-link intercoms, Promina 400, the Avaya digital telephone switch, tactical telephone switches-Basic Access Module/SB-3865, Integrated Service Digital Network (ISDN), Voice over Internet Protocol (VoIP), and CISCO call manager• Transitioned voice/data/video circuits and services from existing commercial contracts and technologies to DISN common-user services or new commercial contracts in accordance with OSD policy and DISN process• Provided strategic support and partnership on transition/project management, facilitating full and open communications and satisfaction in the sustainment/provisioning of the customers telecommunications requirements• Tracked 70 to 80 telecommunication circuits that maintained multiple secure and non-secure networks and telephony devices to ensure dates were met and billing actions were completed• Resolved troubles and restored service for DISA customers by isolating and correcting network issues• Corresponded with Commercial vendors, IP technical experts and site technicians to ensure successful installation and configuration of crypto equipment, routers, and switches

• Instructed students in AFSC (2E633) Voice Network Systems Apprentice Basic course and Advanced course (2E653) telecommunications career fields• Completed student administrative records within the Technical Training Management System (TTMS)• Developed and revised training materials, tests, course control documents, and slide presentations for 6 blocks of instruction in the Basic courses• Conducted classroom instruction clearly, concisely, and professionally by applying the knowledge of the training principles to motivate learners. Trained more than 1500 airmen, soldiers, sailors and marines• Created course and rewrote 2 for Sheppard AFB to include study guides, test material, and instructional aides

• Managed 3 man crew as entry level Airmen which completed numerous successful equipment installs to include; voice, video, data, paging units, crash phones, vindicator circuits, and VoIP telephony devices• Resolved over 1,000 network and equipment errors as lead trouble shooter for Hill Air Force Base, Utah• Successfully surveyed over 250 installs reducing cost and man hours• Trained and supervised entry level Airmen in completing telecommunication installs and trouble shooting• Maintained 10 million dollar switch and prevented outage for 2,000 users by utilizing attention to detail and putting service before self

Master Of Business Administration (Mba), Business Administration And Management, Concentration Project Management

Bachelor Of Science (Bs), Technical Management

Associate Of Arts And Sciences (A.A.S.), Instructor Technollogy

Associate Of Arts And Sciences (A.A.S.), Electronic Priniciples