1. CARLYLE F. BLACK
544 Decatur St*Brooklyn, NY 11233
917-692-4696*Dsaint009@yahoo.com
TECHNICAL SKILLS:
SOFTWARE Active Directory, Windows XP/7, Desksite/ iManage/ Filesite, Nuance, Microsoft Office, Adobe
Acrobat,Docx Tools, Softwise, Change Pro, Workshare Professional, Lotus Notes, MS Exchange Admin, Vault,
Fast Filler, RSA Admin Console, VMware View Administrator, Citrix Management Console, Cisco Any Connect,
Internet Explorer, Chrome, Firefox Uplinx Service Platform, Air Watch ,SCCM , Ca ITCM, Carpe Diem
PeopleSoft, Interaction, Heat, Service Now, Bomgar, Log Me in Rescue, Mac OS X
HARDWARE Lenovo Laptops Lenovo Desktops,Dell Desktops, Dell Laptops,Docking Stations,Duel Display
Lexmark and HP printers and Xerox copiers and scanners,BlackBerrys, Androids, IPhones
Mac Book, Mac Pro, Mac Mini, iPads
PROFESSIONAL EXPERIENCE:
Baker & McKenzie LLP
Floor Support Temp Present
 I respond to emails and phone calls that require a desk side visit.
 New office setups for the summer associates and temps.
 Video conference and presentation setup.
 I assist teammembers with their day to day responsibilities.
Katten Muchin Rosenman LLP February to April 2016
Help Desk Specialist/Analyst (Temp)
 Outlook troubleshooting and administration including mailbox rights and delegation
also managing quarantined emails scans and release and linking folders to DeskSite using Fastfiller.
 iManage DeskSite support checking in and importing documents locating lost documents with recent
changes and various document rights and comparisons.
 Remote usersupport for Citrix VMware and VPN. Initial setups and then resolving connection issues
such as hung sessions.
 Mobile Phones configured for Katten mail and RSA tokens.
 Resolved PC issues that pertain to Windows 7 and attached devices such as local printers
 Responsible for timely resolution of incidents and requests that are emailed to the Support
Desk
 Troubleshooting for various internet sites determining which browser is best based on the
site.
 Office visits at times when the issue can’t be resolved remotely and floor support is not
available.
Emblem Health November 2012 to February 2016
Disaster Recovery Consultant
 Manage network accounts using Active Directory.
 Deploy software through the network with DSM.
 Provide support for employees working from home connecting through VPN and Citrix.
 Responsible for the timely resolution of incidents and request assigned to my queue.
 Password resets for NT and Mainframe accounts
Weil Gotshal & Manges LLP January 2012 to October 2012
Help Desk Specialist (Consultant)
 Responsible for incoming calls answering each one on the first ring.
 Troubleshot document integrations issues in Interwoven iManage.
 Assisted customers with Outlook 2010 email management and problems.
 Remote support for Citrix and VPN.
 Configured iPads for Citrix, Exchange mail and RSA token.

2.  Assisted customers with migration from Doc’s Open to iManage Filesite.
 Configured duel monitors in Windows 7.
 Installed network and local printers.
Short Term Consulting Assignments August 2011 to December 2011
 Provided additional support for Windows 7 and Office 2010 migrations
Dewey & LeBoeuf LLP July 2011 to August 2011
Help Desk Analyst (Consultant)
 Complete ticket management from initial contact to resolution.
 Responsible for the timely resolution of tickets based on priority and pre-defined SLA’s.
 Remote access support forCitrix and VPN.
 Support for home wireless networks including routers and cable modems.
 iManage support such as unlocking and importing documents and integrations issues.
Paul, Weiss, Rifkin, Wharton & Garrison LLP March 2011 to July 2011
Help Desk Analyst (Consultant)
 Troubleshot account issues in a duel environment, Windows 7 and XP.
 Support for Microsoft Office Products.
 BlackBerry support.
 Created articles for knowledge base.
 Remote access support.
 Troubleshot network connectivity.
Cravath, Swaine &Moore LLP November 2005 to February 2011
Help Desk Analyst
 Provided phone support answering calls with a 90% first call resolution.
 Monitored ACD to insure calls or being answered in a timely manner.
 Desk side support for laptops and desktops.
 Network troubleshooting such as folder access drive mapping and domain connectivity.
 Remote access support forcustomers working from home.
 Knowledge of wireless networks including routers and modems.
 Deployed firm image for laptops, reimaging when necessary.
 Conference room setup and breakdown.
Short Term Consulting Assignments (including Cravath, Swaine &Moore LLP) June 2004 to October 2005
 Short term projects such as roll outs and upgrades.
C3I October 2000 to May 2004
Help Desk Technician/Lead Technician
 100% phone support for a mobile sales force accessing their networks from remote locations.
 Handled email issues in Outlook and Lotus Notes setting up email accounts.Testing to insure the sending
and receiving of email making appropriate changes.
 Confirmed customer’s network connection type, DSL cable modem or dial up. Troubleshot if necessary to.
 Travelled to client’s location for hardware upgrades and software rollouts.
EDUCATION:
The Chubb Institute
Diploma in Data Center Support Certificate
Exceptional Customer Service Training Class, Certificate