Download PDF

INTRODUCTION

  • Project Management Professional (PMP) certified leader delivering complex Infrastructure and Telecom solutions
  • Design, develop and implement stable and scalable voice solutions with Asterisk communication servers
  • Hands-on experience in all aspects of Telecom life cycle to meet customer’s mission critical requirements
  • Strong troubleshooting and analytical skills to minimize downtime, improve productivity and control costs
  • Optimize custom voice applications to streamline processes and implement cost-effective solutions

TECHNICAL SKILLS

Project Management Professional (PMP)

Voice Systems: Asterisk, FreePBX, VICIDial Call Center, FreeSWITCH, Avaya VOIP and TDM, Custom IVRs, queue management, music on hold, CounterPATH Bria VoIP clients, Cisco Call Manager and Unity voicemail, NEC PBX and Active Voice Repartee voicemail

Technologies: SIP, VoIP, OpenSIPS proxy/server, RTP (including G.711 and G.729 codecs), DTMF, ISDN PRI, T1, RFC 3550, DAHDI, DIDs, TFNs, Cisco SCCP

Networking:  TCP/IP, LAN/WAN, VPN, DNS, DHCP, T1, MPLS, DSL/Cable, QOS, routers, switches, cabling

Languages:    Linux shell scripting, CLI, MySQL, PostgreSQL, AGI scripting, PHP, 4GL (Metaltraq ERP System), C, HTML

Software:       Microsoft Office Suite (Word, Excel, PowerPoint, Visio), PC security, ticketing systems

Hardware:     Cisco 79XX and Polycom 650/670/6000/7000 endpoints, analog phones and faxes, AudioCodes Media Gateways, DATAPROBE Redundancy switches, Dell R310/R320/R620/R630/T710 servers, Sangoma and Digium telephony PRI cards

Operating Systems:  Linux, Windows 7/8/10

Work experience

Jan 2017Present

Project Manager

TATA Consultancy Services (TCS)
  • Project Manager for Tronc (Tribune Publishing) account for upgrade and replacement of mission critical Data Center network Infrastructure
Sept 2016Jan 2017

Network Voice Team Lead

TATA Consultancy Services (TCS)
  • Key member of Information Technology Outsourcing (ITO) transition team to transfer knowledge from Tronc to TCS for Network Voice (Telecom)
  • Mentor TCS Voice Analysts understand complex and highly customized Tronc Telecom environment
Dec 2015Sep 2016

Telecom Team Lead

TRIBUNE TECHNOLOGY, TRIBUNE PUBLISHING
  • Senior voice engineer for managing enterprise voice architecture and enhancements
  • Leader of Telecom Team to provide Tribune with feature-rich and stable unified voice communications using SIP-based Asterisk
  • Strong knowledge to develop, implement and support Asterisk, VICIdial Call Center, Dialers and IVRs
  • Lead End-of-Life Refresh project to replace aging servers, upgrade Asterisk FreePBX and CentOS
  • Lead OpenSIPS SIP proxy/server hardware migration and work closely with service providers
  • Support complex Tribune Circulation IVR system processing thousands of calls and transactions per day
  • Manage business-side communication, expectations and migration timelines
  • Mentor and train new Telecom Analyst engineers
  • Create and maintain technical documents to support operations procedures and practices
Apr 2010Dec 2015

Telecom Analyst

Tribune Technology
  • Supported open source Asterisk and maintained legacy Avaya PBX systems across Tribune enterprise
  • Migrated 10,000+ users to Asterisk phone system from Siemens, ROLM, NEC and Avaya platforms
  • Provided end user training sessions and developed concise and clear guides for users and management
  • Maintained 125+ telephony servers and 90+ analog gateways
  • Solved technical issues presented in support tickets and provided detailed documentation of solutions
  • Resolved configuration and call flow issues by analyzing log traces and validating configuration setup
  • Subject matter expert to configure, support and provide training of VICIdial Call Center Suite
  • Saved at least $50,000 per year in un-necessary circuits and POTS lines
  • Designed and implemented lasting solutions based on business initiatives and customer needs
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.
Oct 2009Dec 2009

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.
Feb 2010Apr 2010

Telecom Consultant

Simsbury Public Schools
  • Conducted Telecom inventory audit by physically locating every telephone line and circuit.
  • Managed E-Rate contract rates billing disputes
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

Yarde Metals

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

Yarde Metals

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

Yarde Metals

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

Yarde Metals

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

Yarde Metals

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.

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.

Saving $30,000/yr

I completed Town-wide Telecom Expense Management audit.   Town of Newington Aug 2009 highlights for INFORMATION SYSTEMS AND TECHNOLOGY

•  Audited cell phone invoices (Verizon Business, Nextel) in an effort to determine plan use.

•  Audited AT&T telephone voice services, special circuits and reviewed billing charges.  A disconnect  order was issued for 29 special circuits and unused POTS lines resulting in an estimated cost saving $30,000/ year.  Identified savings will be used for the procurement of a new Town telephone system. The current system is over 15 years old and support is being discontinued by the manufacture. 

•  Met with several vendors to discuss new telephone systems.

Portfolio

Education

19891993

BS Computer Science and Software Engineering

University of Connecticut

Dean’s List Honor Roll

Work Experience:

    Software Engineer at STRATUS Computer, Marlboro, MA

    Technical Support Analyst at CIGNA Insurance, Hartford, CT

    Certifications

    2010Present

    PMP (Project Management Professional)

    New Horizons Computer Learning Center
    2009Present

    CCNT (Certified Converged Network Technologies)

    TIA
    2009Present

    Project Management Fundamentals

    New Horizons Computer Learning Center