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INTRODUCTION

  • Design, develop and implement stable and scalable voice solutions with VoIP and cloud communication platforms
  • Network Voice Lead with hands on experience to provide feature-rich and stable unified communications
    platforms such as Cisco Webex Calling, Cisco UCCX, Cisco Unity voicemails, Call Center and IVR systems
  • Hands-on experience in all aspects of Telecom life cycle to meet customer’s mission critical requirements
  • Telecom SME with strong troubleshooting and analytical skills to minimize downtime, improve productivity and reduce cost
  • Project Management Professional (PMP) certified leader delivering complex solutions in Infrastructure and Telecom
  • 7+ years of experience using PM processes, procedures, standards, and guidelines in IT projects and life cycles

TECHNICAL SKILLS

Voice Systems: Cisco UCCX and Unity voicemail, Cisco Webex Calling, Microsoft Teams Calling, Five9 Contact Center,  Asterisk, FreePBX, VICIDial Call Center, FreeSWITCH, Avaya VOIP and TDM, Custom IVRs, queue management, music on hold, softphone VoIP clients, NEC PBX and Active Voice Repartee voicemail

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

Hardware:  Cisco 88XX, 79XX and Polycom endpoints, analog phones and faxes, ringdown and autodial phones, IAD routers, media gateways, redundancy switches, ATA VoIP adapters

Networking:  TCP/IP, LAN/WAN, VPN, DNS, DHCP, QOS, routers, switches, multiplexers, CAT 3/5/6 cabling, T1, MPLS

Project Management Professional (PMP) since 2010 

PM Methodologies/Methods:  PMI standards, Agile, Scrum, Kanban, Waterfall

PMI Tools: Atlassian Confluence, Jira, MS Project

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

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

Operating Systems:  Linux, Windows 7/8/10/11

WORK EXPERIENCE

TATA Consultancy Services (TCS) Telecom Team Lead

Dec 2020Jul 2024
Webster Bank

Southington , CT

Bank providing commercial, consumer banking and healthcare financial services with 175+ banking centers 5,000+ employees

  • Implemented and supported 1000+ phone devices migrations from legacy on-prem Cisco UCCX to cloud Webex Calling.
  • Managed business-side communication, expectations, and migration timelines, ensuring alignment with organizational goals and smooth project execution.
  • Collaborated closely with service providers to ensure seamless telephony DIDs and TFN transitions.
  • Assigned ServiceNOW incidents and service requests (SR) daily and monitored work progress of Telecom Team.
  • Created weekly governance reports summarizing issues, roadblocks, accomplishments, and trends.
  • Replaced 25+ legacy analog POTS lines with Analog Telephone Adapters (ATA).
  • Monitored daily Jira epics, stories, tasks and backlog to ensure timely completion within a sprint.

TATA Consultancy Services (TCS) Network Voice Lead

Jan 2018Nov 2020
Tribune Publishing

Hartford, CT

  • Led the enterprise VOIP voice architecture and enhancements as a Senior Voice Engineer and PM, ensuring robust and efficient communication systems for Tribune Publishing.
  • Developed, implemented, and supported FreePBX, VICIdial Call Center, Dialers, IVRs, and SIP gateways
  • Successfully managed the migration of 1000+ users from legacy COX and Cisco CUCM to VOIP FreePBX, enhancing system capabilities and user experience.
  • Supported the complex Tribune Circulation IVR system, processing thousands of calls and transactions daily, ensuring high reliability and efficiency.
  • Mentored and trained new Telecom Analyst engineers, providing skill development and knowledge transfer.
  • Created and maintained comprehensive technical documents to support operations procedures and practices, ensuring clarity and consistency.

TCS Infrastructure Services (IS) Project Manager at Tronc (Tribune Publishing)

Jan 2017Jan 2018
Tribune Publishing
  • Project Manager for Tronc (Tribune Publishing) account for upgrade and replacement of mission critical Data Center network Infrastructure.
  • Evaluated risks, maintained schedule timelines, held scrum meetings, and communicated with internal teams and stakeholders.
  • Demonstrated strong leadership and organizational skills, consistently meeting project objectives and exceeding client expectations.

TCS Network Voice Team Lead at Tronc (Tribune Publishing)

Sept 2016Jan 2017
Tribune Publishing
  • Key member of Information Technology Outsourcing (ITO) transition team to transfer knowledge from Tronc to TCS for Network Voice (Telecom).
  • Mentored TCS Voice Analysts, enhancing their understanding of the complex and highly customized Tronc Telecom environment, leading to improved team performance and efficiency.

Telecom Team Lead

Dec 2015Sep 2016
Tribune Technology at 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.
  • Created and maintain technical documents to support operations procedures and practices.

Telecom Analyst

Apr 2010Dec 2015
Tribune Technology at Tribune Publishing
  • Supported open source Asterisk and maintained legacy Avaya PBX systems across Tribune enterprise.
  • Migrated 10,000+ users to Asterisk phone system from Cisco, 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.

    Telecom Consultant

    Feb 2010Apr 2010
    Simsbury Public Schools
    • Conducted Telecom inventory audit by physically locating every telephone line and circuit.
    • Managed E-Rate contract rates billing disputes.

    Telecom Consultant

    Dec 2009Apr 2010
    Town of Simsbury, CT
    • 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.

      Telecom Consultant

      Oct 2009Dec 2009
      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.

          Telecom Consultant

          Sep 2009Oct 2009
          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.

              Network Administrator / Project Leader

              Jul 2009Sep 2009
              Town of Newington, CT
              • 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.
              • Audited AT&T telephone voice services, special circuits and reviewed billing charges.  Issued disconnect orders for 29 special circuits and unused POTS lines resulting in an estimated cost saving $30,000/ year.
              • 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.

                          Telecom Administrator

                          Jul 2006Feb 2009
                          Yarde Metals

                          $600M metal service center distributor with 24/7 operations, 600+ employees, 7 branches

                          • Promoted to highly visible position for managing, supporting, and maintaining reliable voice services and wireless communication equipment 
                          • 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.

                                                Technical Support Analyst 3

                                                Aug 2003Jul 2006
                                                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.

                                                        Lead Programmer

                                                        Jul 1998Aug 2003
                                                        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.

                                                              Sr. Programmer/Analyst

                                                              Oct 1997Jul 1998
                                                              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.

                                                                Programmer/Analyst

                                                                Jan 1994Oct 1997
                                                                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.

                                                                          EDUCATION

                                                                          BS Computer Science and Software Engineering

                                                                          19891993
                                                                          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

                                                                            PMP (Project Management Professional)

                                                                            2010Present
                                                                            New Horizons Computer Learning Center

                                                                            ITIL 2011 Fundamentals

                                                                            2015Present
                                                                            ITIL

                                                                            Asterisk Advanced Training

                                                                            2010Present
                                                                            Asterisk

                                                                            CCNT (Certified Converged Network Technologies)

                                                                            2009Present
                                                                            TIA

                                                                            Project Management Fundamentals

                                                                            2009Present
                                                                            New Horizons Computer Learning Center

                                                                            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.