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CAROLYN K. SMITH
Baltimore,MD
Summary
Technical Operations Professional experienced in telecommunications, network, and field-systems environments. Achieved results in crew management, technician development, and quality assurance through effective coordination and complex diagnostics. Focused on risk management, physical security, and cybersecurity to enhance overall security posture and ensure regulatory compliance.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Customer Service Order (CSO) Technician
Tyto Athene (Federal Contractor)
Baltimore, MD
01.2023 - Current
- Effectively provide enterprise telecommunications support under a federal contract with the Social Security Administration by leading the full lifecycle of VOIP installations, relocations, troubleshooting, and documentation across 12 Baltimore region sites.
- Coordinated with SSA stakeholders and internal support teams, including administrative staff, engineers and help desk technicians, to translate field needs into actionable tasks and complete service requests per service agreements.
- Maintained documentation of telecom asset and location records for thousands of devices across dozens of sites, ensuring data integrity and accuracy to support compliance and audit readiness.
- Led new hire and skills gap training for CSO Technicians on technical literacy, diagnostics, field troubleshooting, navigating systems, project documentation, and escalation protocols to enhance team capability.
Intelligent Traffic Systems (ITS) Technician, Traffic Operations Division
State of Maryland – State Highway Administration
Hanover, MD
05.2017 - 12.2022
- Partnered with key stakeholders to maintain Maryland’s traffic control infrastructure, ensuring operational functionality and public safety.
- Supported day-to-day infrastructure operations, modernization projects, and emergency response incidents by repairing a range of intelligent traffic systems, including signals, cameras, and field systems.
- Completed site surveys to inform infrastructure repair, replacement, and upgrade decisions, aiding Engineers in data-driven maintenance planning and equipment replacement.
- Identified communication gap in field operations and advocated for adopting CB radios in technician vehicles, ensuring reliable communication during outages and in areas with limited cell coverage.
Lead IT Technician
UHP Wireless
Aberdeen, MD
01.2010 - 09.2017
- Directed field crews of up to twenty people in the delivery of telecommunications and network infrastructure — cabling, network upgrades, and DAS installations — for federal, education, and commercial clients, owning crew training and quality assurance throughout.
- Delivered complex infrastructure projects on time by reviewing completed work, training technicians, and coordinating with project managers, vendors, and client stakeholders to mitigate project risks.
- Identified and promoted opportunities to enhance field installation and crew operations, creating scalable practices adopted team-wide for consistent delivery across government and commercial projects.
Maintenance Technician
State of Maryland – Maryland Department of Transportation
Baltimore, MD
10.2015 - 04.2017
- Executed roadway maintenance operations, including field repair projects, seasonal initiatives, and emergency response, while leading crew of 8 technicians to advance safety and infrastructure priorities of MDOT.
- Reinforced safe work practices and procedures by delivering targeted training on safe equipment operation and repair of potholes, roadway signs, and guardrails, reducing field risks and improving team consistency.
- Coordinated with State Troopers, Emergency Medical Services, and Fire and Rescue during roadway incidents and severe weather events, ensuring minimal disruptions to traffic through effective communication and collaboration.
Education
Bachelor of Science - Computer Science and Business Management
University of Maryland Global Campus
College Park06-2027
Skills
- Telecommunications & VOIP:
- VOIP systems (Polycom VVX-400, IP-600, CCX-505, Trio C60, Poly Trio 8800), Telephone management system, switchboard operations, cutsheet interpretation
- Cabling & Infrastructure:
- Structured cabling
- Systems & Documentation:
- Asset management
- Traffic & Field Systems:
- Traffic signal systems, Econolite controllers, signal loops, Terra cameras, variable message signs (VMS/PVMS)
- Customer account management
- Customer service training
- Service quality assurance
- Technical support solutions
- Order processing documentation
- Service recovery plans
- Data protection measures
- Issue resolution techniques
Certification
EST Certification: Electrical, Electronics, and Communications, Lincoln Technical Institute, Edison, NJ | Jun 2005
Languages
English
Full Professional
Timeline
Customer Service Order (CSO) Technician
Tyto Athene (Federal Contractor)
01.2023 - Current
Intelligent Traffic Systems (ITS) Technician, Traffic Operations Division
State of Maryland – State Highway Administration
05.2017 - 12.2022
Maintenance Technician
State of Maryland – Maryland Department of Transportation
10.2015 - 04.2017
Lead IT Technician
UHP Wireless
01.2010 - 09.2017
Bachelor of Science - Computer Science and Business Management
University of Maryland Global Campus