Carl Weeks Email and Phone Number

· Provided second level technical support for hardware, application, and network connectivity issues and documented resolution with the ticketing system. · Performed troubleshooting of legal software products: HP iManage/FileSite; Litera Metadact, Forte, & Change-Pro; TSG MacPac; Box Tools; et al. · Managed mobile devices via MDM (Airwatch, Intune), purchased and configured new phones and aircards. · Participated in the planning, setup, and support of trial war rooms, remote conferences, and other special events. · Tracked assets and maintained vendor relationships for orders, repairs, and warranty service. · Hosted IT orientation for new hires and trained users on software as needed.

· Supported 250 customers via desk-side, phone for incident resolution, covering roughly 550 devices. · Hosted weekly IT orientation and training of new employees across all corporate locations. · Trained and managed contracted migration technicians during yearly hardware refresh projects. · Processed requests for new IT equipment and applications, determined resource needs for new employees, and managed hardware inventory databases. · Assisted with configuration of teleconference and video conferencing equipment between internal networks and client sites. · Managed BlackBerry mobile devices and accounts via BlackBerry Enterprise Service console. · Maintained telecommunications services: assigned internal extensions, direct inbound lines, and voicemail boxes within digital Intertel Axxess system and Mitel VOIP handsets.

• Worked alongside Project Managers in organizing global hardware refresh project.• Compiled needs analysis reports, prepared hardware manifests, and assisted users in hardware selection and scheduling process.

• Conducted hardware refresh project at Verizon offices throughout the Philadelphia metro area.• Migrated approximately 350 desktops and laptops from Windows XP to Windows 7 using Verizon’s proprietary imaging software, and assisted users with technical issues and data recovery as needed.• Worked with SafeLock encryption software for account restoration, and provided user support with any additional issues encountered during migration.

• Assisted Bally’s Casino employees in account management (Active Directory, game management applications), hardware, and software incident resolution with phone and desk-side support.• Performed hourly checks of gaming systems via AS/400 interface and UNIX terminals and observed compliance with New Jersey Casino Control Board regulations.

• Performed virus/malware removal, OS reinstallation, data backup/recovery and parts replacement for desktops and laptops: Dell, Sony, HP, IBM, et al.

• Provided desktop, printer, and network support for two hospital campuses and over 75 remote sites across Southern New Jersey; covering roughly 4500 customers and more than 5000 devices across all locations.• Performed maintenance and troubleshooting of Cisco VPN hardware clients and other network equipment, working alongside Network Support team.• Trained new technicians and developed standards in troubleshooting practices, inventory management, and desktop imaging.• Worked closely with Project Managers and Clinical Directors, performed site surveys for expanding business units, and prepared IT hardware requisitions.