Summary
Overview
Work History
Education
Skills
Certification
ITl Foundation Certificate in IT Service Management
Timeline
Generic
DARRINERIC DUVERGE

DARRINERIC DUVERGE

Boston,MA

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions.

Overview

7
7
years of professional experience
1
1
Certification

Work History

IT Service Desk Support Specialist

MassDOT
Boston, MA
10.2020 - Current
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Responded to MassDOT Highway & RMV operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Initiated cross-selling and upselling conversations to promote customer product purchases and generate sales.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Updated and replaced outdated drivers and software for computers and office machines.

ISCSC System Specialist

Meduvi
Watertown, MA
02.2020 - 05.2020
  • Sponsorship required to work in the US, Process IT Incidents, Problems and Services requests
  • Respond to the IS CSC ACD queue phone calls, emails and instant messages in the, and perform other department production tasks as needed, or as assigned by manager
  • Triage, troubleshoot, diagnose, resolve/route Incidents and Service Requests received via
  • Telephone according to CSC
  • SLAs
  • Document all actions and customer encounters in the Service Now ticketing tool
  • Provide on-call support as assigned according to CSC SLAs
  • Process IT Global Event Notifications and provide ITIL major incident and problem management support according to
  • CSC SLAs 85

Service Desk, Specialist

Partners Healthcare
Somerville, MA
04.2018 - 05.2019
  • Provide professional, efficient and effective customer service to our end user community
  • Record calls & Process tickets submitted through self service using ITIL best practices
  • Perform troubleshooting to end users for PHS and all its entities
  • Utilize stored information and documentation to help resolve issues
  • Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices.

Service Desk System Analyst

EPIC
Wellesley, MA
03.2016 - 05.2018
  • For, rollout
  • Utilize Remote Management software to remotely install software, setup printers and assist customers with problems
  • Provide 1st level technical support for networked devices to include desktop PCs, laptops, printers, PDAs and peripheral devices.

Education

No Degree -

ITT Technical Institute
Wilmington, MA

High School Diploma -

Brighton High School
Brighton, MA
06.2000

Skills

  • ITIL
  • ServiceNow
  • Goverlan
  • Active Directory
  • Systems Analysis
  • Microsoft Office 365
  • Support Point
  • Epic
  • Cisco Anyconnect
  • Avaya Agent Desktop
  • VMWare
  • SQL
  • Problem Management
  • Microsoft SQL Server
  • Microsoft Windows Server
  • Operating Systems
  • Time Management
  • Customer Service
  • Five-9

Certification

  • IT Service Management, Axelos - Jan, 2018

ITl Foundation Certificate in IT Service Management

  • The common language of IT service management
  • Understand how value streams increase speed and efficiency
  • Consider external and internal perspectives and stakeholders for a holistic approach to value co-creation and service delivery.
  • Understand how modern IT and digital service organizations can work more efficiently and effectively
  • Adopt and adapt processes and practices in line with an organization’s goals and objectives
  • Manage pressure to increase speed to value and speed to market for IT-enabled products and services

Timeline

IT Service Desk Support Specialist

MassDOT
10.2020 - Current

ISCSC System Specialist

Meduvi
02.2020 - 05.2020

Service Desk, Specialist

Partners Healthcare
04.2018 - 05.2019

Service Desk System Analyst

EPIC
03.2016 - 05.2018

No Degree -

ITT Technical Institute

High School Diploma -

Brighton High School

Similar Profiles

CREATE PROFILE
DARRINERIC DUVERGE