Help Desk Customer Support

Darren L'Hussier

Results-Driven Help Desk & Customer Support Leader

********@*******.*** • 603-***-****

LinkedIn • Nashua, NH 03062

Highly resourceful and strategic professional with years of experience supporting diversified teams and driving efficient organizational growth strategies and help desk process improvements.

Concrete history of enabling efficient customer success, ticket management, and process improvements in the pharmaceutical industry by identifying performance gaps and implementing innovative solutions and displaying a broad leadership skillset. Possess strong abilities with resolving a diverse array of technical, personnel, and stakeholders’ issues. Experienced with both insourced and outsourced help desk, field services and printing services. Extensive work experience with Managed Service Providers (MSP) to ensure that SLA’s and KPI’s were met utilizing ITSM tool ServiceNow.

Skilled professional with a proven background of supporting high-performing teams, aimed at advancing organization’s mission and meeting strategic objectives. Comfortable tackling extremely tough projects and achieving impactful results. Seeking a challenge with an organization that demands a commitment to success from a management individual who can make a difference.

Areas of Expertise

Ticket Management (ServiceNow)

Service Desk Team Management

Continuous Process Improvement

Report Analysis and Policy Planning

Strategic Planning & Execution

Desktop and Application Support

Business Analysis

End-User Training

Software Diagnosis

Team Training & Leadership

Budgeting and TCP/IP

Project Management

Professional Experience

Cambridge Savings Bank

Help Desk Supervisor September 2021 to November 2022

Efficiently managed the dynamic operations of Cambridge Savings Bank’s Help Desk and Customer Support department. Led the purchasing of computer hardware needed to satisfy end-user need and oversaw Help Desk assigned projects. Supported organizational events by providing Help Desk support.

Leveraged Ivanti Ticketing System to manage customer support tickets.

Employed ServiceNow incident tracking systems to log, track, prioritize, and resolve incidents and service requests based on urgency.

Trained existing Help Desk employees in the need for proper handling and recording of tickets.

Takeda Pharmaceuticals

Service Desk Manager – Americas January 2008 to August 2019

Oversaw the management of Takeda Americas Service Desk and took responsibility for managing Wipro delivery of services as related to service desk based in Chennai, India, Bucharest, Romania, and Cambridge, Massachusetts. Coordinated Wipro attainment of SLA's, continuous improvement and escalations for Level 1 Help Desk and Remote Desktop groups.

Created and assigned tickets to appropriate teams and ensured that all services met Key Performance Indicator targets.

Spearheaded the training of an outsourced team in supporting Takeda employees and managed outsourced groups supporting 7,000 users in US, Canada, and South America.

Millennium Pharmaceuticals

Senior Systems Engineer January 2006 to January 2008

Efficiently coordinated desk side cases with Field Engineers and customers to resolve escalated issues. Operated as the Help Desk and Field Services Lead to provide technician with technical and case management assistance. Assessed and reported on case volume, agent activity, and ACD volume to ensure cases were managed effectively.

Identified and resolved potential issues in-support of Millenniums sales force, as well as acted as new sales representative's primary point of contact for initial orientation on their laptop.

Backup System Admin group in performing account creations and troubleshooting.

Coordinated mDoc install, providing installers with new procedures as provided.

Millennium Pharmaceuticals

Help Desk Supervisor January 2002 to January 2006

Smartly delivered technical phone support to Millenniums employees, primarily Millenniums remote sales force. Coordinated desk side cases with Field Engineers and acted as the Help Desk Lead for technician technical and case management assistance in case of issue escalation.

Monitored ACD volume and agent activity to ensure call abandonment rates are kept to acceptable levels.

Performed as part of the backup System Admin group in performing account creations and troubleshooting.

Managed comprehensive mDoc install, providing installers with new procedures as provided.

Further Work Experience

Field Support Engineer, Siemens Business Solutions - FleetBoston Financial January 2001 to October 2001

Education and Certifications

Certifications: CompTIA A+ Technician

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