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TECHNICAL SKILLS

  • Technologies: Asterisk, Cisco CallManager/Unity voicemail, Avaya, NEC, VoIP, SIP protocol, Cisco SCCP, Voice and Data circuits
  • Network protocols and technologies: TCP/IP, LAN/WAN, VPN, MPLS, DNS, DHCP, T1, PRI, DSL/Cable, SSH, Telnet
  • Cisco devices: Routers, Switches
  • Languages: Linux shell scripting, SQL, PostgreSQL, 4GL (Metaltraq ERP System), C
  • Applications/Tools: Microsoft Office Suite (Word, Excel, Powerpoint, Outook, Visio), OpenOffice Suite, PC security, HelpDesk Ticketing system (RT)
  • Hardware: Windows, Macintosh, Linux servers, Linux workstation terminals, PCs, Cisco IP Phones, fax machines, laser/high speed printers
  • Operating Systems: Windows 2003/XP/Vista/7, Linux (Debian, Ubuntu), UNIX (SCO, AT&T SYS V)

AREAS OF EXPERTISE

  • Project Management Professional (PMP) certified
  • Invoice Management
  • Cost Benefit Analysis
  • Inventory Audit
  • Dispute Resolution
  • Contract Negotiations
  • IP Telephony
  • Telephone Systems
  • Wireless Devices Management
  • Wireless Service Selection
  • Vendor Relations Management
  • Presentations & Training
  • Call Center Management

References

Mathew Smith

Mark Laber worked in Yarde Metals IT Department for 15 years. Unfortunately, he was part of a recent reduction in workforce that took place in February 2009. During Mark's career with the Company, he served in many roles witch resulted in him acquiring a variety of skills and expertise.

His career progression and development was as follows:

- Programmer

- Lead Programmer

- Tech Support Analyst III

- Telecommunications Administration

Mark worked closely with many department Managers in the areas of Marketing, Accounting and Human Resources. Just a few of the special projects he coordinated and worked on included automation call administration, creating a reporting infrastructure, and providing user training; assisting with the conversion of accounting systems to be SOX-compliant, coordinating technical requirements of invoice outsourcing, and responding to telecommunications issues; and executing program changes on an in-house time clock system, attendance module and payroll program.

In the process of providing technical support and assistance, Mark consistently demonstrated a cooperative and positive attitude. During his last three years of employment, Mark was the Telecommunications Systems Administrator and was responsible for analyzing, implementing and maintaining the telecommunications infrastructure to provide continued and reliable data telecommunications services for multi-business locations.

On behalf of the IT Director and the Managers he assisted in executing technical changes to improve their departments, we wish him all the best in finding a position where he can utilize his skills, talent and experience.

INTRODUCTION

15 years experience in managing, supporting, and maintaining reliable voice services and wireless communication equipment. Proven project planning skills. Focused in researching, negotiating, and managing implementation of cost effective Telecom solutions. Strengths include:

  • Managing and prioritizing diverse projects in a fast paced and demanding environment.
  • Building exceptional relationships with co-workers, management, end users, and vendors.
  • Outstanding analytical, problem-solving, and organizational skills.

Testimonials

Portfolio

Saving $30,000/yr

Work History

Oct 2009Present

Telecom Consultant

Newington Board of Education
  • Conducted Telecom inventory audit by physically locating every telephone line.  Presented findings report with recommendations.  Managed disconnect orders to yield over 30% reduction in monthly spend.
  • Negotiated E-Rate contract with telephone provider resulting in additional 10-15% savings over provider's "best deal" proposal.
  • Provided technical consultation on future phone system migration path.
Apr 2010Present

Telecom Analyst

Tribune Technology
  • Plan, design, implement and support telecom initiatives to meet strategic and operational goals with VoIP technologies.
  • Support Asterisk, Cisco, and Avaya telephone systems across the Tribune footprint.
Dec 2009Apr 2010

Telecom Consultant

Town of Simsbury
  • Conducted Telecom inventory audit by physically locating every telephone line and circuit.  Presented findings report with recommendations.  Managed disconnect orders to yield over 25% reduction in monthly spend.
  • Provided technical consultation on future phone system migration path.
Feb 2010Apr 2010

Telecom Consultant

Simsbury Public Schools
  • Conducting Telecom inventory audit by physically locating every telephone line and circuit.
  • Managing E-Rate contract rates billing dispute.
Sep 2009Oct 2009

Telecom Consultant

Newington Community Television Inc.
  • Project managed smooth voice services migration of Newington Community Television to newly remodeled Town Hall facility.
  • Supervised telephone system vendor (New England Communications Corp) in implementation of custom requirements and features.
  • Coordinated telephone numbers move with voice provider (AT&T) to meet tight deadline and ensure successful move.
Jul 2009Sep 2009

Network Administrator / Project Leader

Town of Newington

Ensured completion of tasks pertaining to supporting Town telephony, computers, and data network resources.

  • Maintained accurate inventory and supported  voice (POTS, DID, trunks), data (T-1, Fiber, DSL), and wireless (Blackberry, Smartphone, handset) accounts.
  • Analyzed and audited all Telecom accounts (voice, data, wireless) as part of expense management, achieving over 40% reduction in charges.
  • Managed configuration and maintenance of NEC NEAX 2000 PBX by diagnosing, repairing and optimizing telephone system, voicemail and cabling infrastructure.
  • Ensured uptime of voice services by troubleshooting line, trunk and special circuit issues.
  • Primary contact for moves, adds, changes of telephone systems.
  • Project leader for NEC telephony upgrade with emphasis on VoIP and Unified Messaging.
  • Assisted IT staff and Town staff troubleshoot hardware and software problems.
Jul 2006Feb 2009

Telecom Administrator

Promoted to highly visible position for managing, supporting, and maintaining reliable voice services and wireless communication equipment for 7 business locations, 600+ employees, $600M organization.  Focused in researching, negotiating, and managing implementation of cost effective Telecom solutions.

  • Configured, supported, and managed redundant Asterisk VoIP telephone systems for all corporate entities and implemented customized call center features and enhancements.
  • Ensured telephone systems operations by monitoring and taking preemptive actions in repair and maintenance.  Worked after-hours and weekends to maintain systems availability and resolve voice and data issues.
  • Audited and approved monthly invoices of all voice, data, and wireless accounts.  Recovered at least $10,000 per year in invoicing errors and overcharges.
  • Successfully negotiated favorable contracts for organization's voice, data, and wireless requirements achieving at least 20% cost reductions by exploiting incentives, promotions, and invoice credits.
  • Managed end-to-end life-cycle for new products and services by interfacing with carriers, vendors, and providers. (AT&T, Verizon, COX, One Communications, Verizon Business, Windstream, Netplex, Verizon Wireless, T-Mobile, Cisco, Insight).
  • Submitted RFP's with specific terms and conditions requirements.  Prepared spreadsheets, graphs, and Excel/SQL reports for management as part of cost, needs, and usage analysis.
  • Supported Verizon Wireless National Account for organization's 300+ wireless devices, including cell phones, BlackBerry devices, Smartphones, Mobile Broadband devices, and telemetry (GPS) modems.
  • Accessed vendor online portals to retrieve account data, generate reports, place new orders, and manage trouble tickets.
  • Provided friendly and professional service to co-workers with defective device by swapping device in timely manner.  Configured and shipped new/replacement device for users in remote branches.
  • Created and regularly updated documentation for existing and new procedures, training guides, and technical processes.  Provided group and individual training.
Aug 2003Jul 2006

Technical Support Analyst 3

Provided advanced tech support for all enterprise telephone systems, wireless devices, networking infrastructure, software applications, and office equipment.

  • Resolved inbound support requests and documented troubleshooting and resolution activity within Help Desk problem management software.
  • Instrumental in management of deployment of Asterisk VoIP telephone systems in all company’s locations nationwide without business functionality interruption.
  • Coordinated voice and data circuits activations, cutover processes, and conducted thorough testing to ensure compliance.
  • Worked closely with the Systems Administrators to deploy and install various hardware and software applications, including servers, networking equipment, and firewalls.
  • Served as a key member by providing training and leadership to IT department associates.
  • Improved users' productivity in Marketing Dept. by overhauling call tracking system trough re-designing and implementing sophisticated and more efficient reporting subsystem.
Jul 1998Aug 2003

Lead Programmer

Valuable member of programming team in designing, coding, and testing broad range of ERP modules. Developed user tools, management reports, and applications.  Instrumental in migration process from legacy ROLM PBX to VoIP PBX solution.

  •  Initiated installation requests of all voice and data requirements during organization's rapid growth.
  •  Documented instructions, procedures, and technical guides.  Provided training to users and management.
  • Provided on-call after-hours support and timely resolution of systems, network, and telecommunications issues.
Oct 1997Jul 1998

Sr. Programmer/Analyst

Provided technical leadership of software development to increase operating efficiency by designing, coding, and testing broad range of ERP modules.

  • Programmed highly visible applications such as custom bar code labels, UPS shipping front-end and reporting, and inventory forecasting applications.
  • Negotiated UPS contract to save over 25% off shipping rates and related charges.
Jan 1994Oct 1997

Programmer/Analyst

Recruited to IT department to self-learn 4GL language and to implement new features and enhancements to broad range of modules in ERP system.  Stepped up to lead role for managing telecommunication services.

  • Special responsibilities included: monthly telecom, gas, electric, and UPS invoices review.
  • Worked closely with management during telecom services contract negotiations.
  • Designed and implemented Computer Telephony Integration (CTI) software to interface with legacy Rolm telephone system, creating one of the first Caller-ID service centers in the industry.
  • Provided technical support for hardware, software, printing, and network connectivity issues.
  • Hand-picked for on-call support for system, voice, data, and PBX issues and outages.
  • Built, configured, and maintained desktops, workstations and related peripheral equipment.

Education

19891993

Bachelor of Science

University of Connecticut

Concentration: Software Engineering

Dean’s List Honor Roll

Work Experience:

    Software Engineerat STRATUS Computer, Marlboro, MA

    Technical Support Analyst at CIGNA Insurance, Hartford, CT

Certifications

2009Present

CCNT (Certified Converged Network Technologies)

TIA
2009Present

Project Management Fundamentals

New Horizons Computer Learning Center
2010Present

PMP (Project Management Professional)

New Horizons Computer Learning Center