Shawn Smith PMP

Experience

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  Northrock Communications

  Feb 2003 - May 2003

  Wireless Installation Technician

  As a wireless installation technician with North Rock, Shawn’s duties included Wireless Network installation (hardware/software/cable hookup) in both business and home environments. His responsibilities also included configuring computers to run the internet software and connect to the internet, as well as configuring small home networks and wireless networks. He was also responsible for the configuration of workstations within the North Rock offices and help desk duties.

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  CGI

  Aug 2004 - Feb 2006

  Network Administrator

  As Network Administrator with CGI my role involved working within the L-TAC group at the Knowledge Park unit in Fredericton. My duties included the administration of the Application Servers (Metaframe), Web Servers and I was also one of the primary technical resources for the Fredericton business unit, resolving computer problems, email issues, printing problems, main video conference contact, blackberry support, etc. I was in charge of administration of the backup process as well as helping to maintain three application servers, a Citrix Metaframe server, the Domain Controller, File Server and 20 other servers in CGI Fredericton. I was one of the primary technicians of the Help Desk Service provided by L-TAC in the Fredericton business units, and assisted with the exchange upgrade in the Halifax office as well as supporting the Saint John Office during weekly visits. Show less

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  Carnival Corporation

  Feb 2006 - Dec 2007

  Sr Information Systems Manager

  Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.Patched software and installed new versions to eliminate security problems and protect data.Removed and replaced malfunctioning components to correct hardware problems.Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.Engaged end users and answered questions via email, phone, website live chat and in forums.Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.Collaborated with shoreside teams on multiple Dry Docks as well as a New Build. Show less

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  Synthesis Technologies

  Dec 2007 - Nov 2009

  Owner/President

  Managed day-to-day business operations, including accounting, finance, HR, marketing and public relations.Developed business plan, processes and procedures to provide superior IT operations to customers and clients.Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to issues.Used well-honed negotiation skills to garner cost-effective pricing for IT equipment.Crafted engaging sales copy and eye-catching graphics for inventive client presentations.Provided strategic and tactical advice on successful ways for using technology to achieve specific business goals.Optimized performance and scaled solutions by leveraging knowledge and expertise with network infrastructure, hardware and software.Ensured quality of internal and external client-oriented documents and systems. Show less

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  Skillsoft

  Oct 2008 - Jan 2009

  Subject Matter Expert

  As a Subject Matter Expert – Technical Content Reviewer for Skillsoft, I was responsible for collaborating with team members, local and remote, to ensure consistent and high-quality plans and end products. Day to day responsibilities included reviewing scripts and validating technical accuracy of content throughout the development cycle, identifying and creating source material required to cover learning objectives for a given curriculum. Developing test environments, technical scenarios, and sample program code for curriculum as well as developing, managing timelines and deliverables according to the project plans. Show less

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  Norwegian Cruise Line

  Nov 2009 - May 2012

  Assistant Systems Manager

  Performed tests of functionality, security and performance of different workstations and devices.Addressed all questions and concerns from end users regarding Shipboard systems.Set up desktops and laptops and all types of mobile devices.Developed and maintained strong client relationships to ensure delivery of exceptional customer service and problem resolution.Provided Tier 1 IT support to non-technical internal users personnel through desk side support services.Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.Managed customers' expectations of support and technology functionality in order to provide positive user experience.Trained and supported end-users with software, hardware and network standards and use processes.Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.Liaised between management, and development teams and clients to address any concerns or issues.Achieved recognition in various programs and contests recognizing high levels of production and customer satisfaction ratings.Acquired in-depth knowledge of company operations, policies and guidelines.Collaborated with shoreside teams on multiple Dry Docks. Show less

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  Holland America Line

  Jun 2012 - Mar 2022

  • Manage all communication with shipbuilder and Carnival Cruise Shipbuilding regarding all IT aspects across multiple projects.• Review IT processes and identify opportunities for improvement and increased efficiency.• Conduct management level review of all corporate IT standards or new business requests and evaluate feasibility, prioritize requests and manage risks and control cost.• Manage negotiations with shipbuilder and sub-contractors regarding any modifications or commercial terms.• Manage contract/customer relationships with vendors, shipyard, and/or integrator including the creation and final approval of statements of works, bill of materials.• Manage the IT team based at shipyard site to ensure quality assurance and data reporting • Collaborate with team members to drive efficiency and ensure heathy work environment.• Partner with business stakeholders ensuring operational and IT requirements are aligned, clearly communicate solutions, and identify potential tradeoffs to manage customer expectations.• Create and manage capital budgets for IT owner supply equipment for each new build.• Develop project plans and oversee IT project managers on a combined plan for delivery. • Serve as technical subject matter expert to recommend decisions in terms of infrastructure design and changes, cognitive of specification implications, cost implications, and risk management, as needed.• Coordinate testing and oversee test scripts for all IT hardware and applications prior to vessel delivery. Show less • Manage key strategic relationships with vendors for operations, special projects, dry docks and new builds.• Oversee IT operation for 7 HA group vessels managing R&M budgets, projects and capital requests.• Develop, implement and review all IT standards and operating procedures for shipboard IT within Holland America Group.• Technical subject matter expert across multiple areas of IT operations including network infrastructure, server infrastructure, applications, satellite communications and shipboard technical systems.• Produce documentation and reports for senior management related to shipboard IT operations.• Manage projects utilizing internal and external tools including resource management, budget management, and task management following project management best practices.• Utilization of process automation via Automate 9 to create automatic scripts to reduce manual intervention and schedule processes. Show less • Evaluated employees’ strengths and assigned tasks based upon experience and training.• Created, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.• Maintained tactical control of project budgets and timelines to keep teams on-task and achieve schedule targets.• Led and assisted technical upgrade projects for shipboard systems, working and coordinating with business partners, consultants and vendors.• Closely collaborated with project members to identify and quickly address problems, clarify requirements, and ensure technical design addressed the business need.• Collaborated with shore side teams on multiple dry docks as well as two new builds for application installation, deployments and troubleshooting of issues which arose during the project deployment phase. Show less • Standardized job tasks and trained junior team members on best practices and standards.• Investigated and addressed system issues to enhance usability and improve functionality.• Oversaw installation of software programs and hardware systems to meet business/operational requirements.• Creation of Automation scripts to improve process and reduce individual manual processes• Documented all transactions and support interactions in system for future reference and addition to knowledge base.• Conducted in-depth product and issue resolution research to address customer concerns. Show less

  • Manager IT, New Builds

    Jan 2020 - Mar 2022

  • IT Superintendent

    Nov 2016 - Jan 2020

  • Traveling IT Officer

    May 2013 - Nov 2016

  • IT Officer

    Jun 2012 - May 2013
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  Smartsheet

  Mar 2022 - now

  As a Senior Project Manager with Smartsheet I am accountable for overseeing complex projects including, development, implementation and integration. Responsibilities include leading cross-functional teams, defining project scopes, setting timelines, ensuring quality deliverables, and fostering client relationships. Additional I am involved with process improvement, stakeholder communication, risk mitigation and aligning project objectives with organizational goals. i have strong leadership, technical proficiency and exceptional communication skills. Show less

  • Sr Project Manager

    May 2023 - now

  • Program Manager

    Mar 2022 - May 2023