Summary
Overview
Work History
Education
Skills
Awards
Timeline
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MICHAEL LEGAGNEUR

Brooklyn,NY

Summary

Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

20
20
years of professional experience

Work History

IT Technical Support Specialist

Dell Inc
09.2016 - 12.2018
  • Managed NASA and University accounts.
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Offered troubleshooting of connectivity issues across Wi-Fi, cellular, and LAN networks.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Researched and identified solutions to technical problems.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Configured hardware, devices, and software to set up workstations for employees.

Combat Medic (68W)

Texas Army National Guard
09.2006 - 09.2014
  • Acted as team leader and took responsibility for scene and unit management to maximize integrated support of patients.
  • Assessed needs and conditions of assigned patients and gathered critical patient health information.
  • Delivered emergency medical treatment at point of wounding on combat battlefields.
  • Demonstrated knowledge of pharmacological agents and safely administered medications in stressful field settings.
  • Recognized and treated medical conditions with proven techniques, equipment, and knowledge of medical and military protocols.
  • Developed and deployed triage skills and delivered optimal emergency care in combat environments.
  • Perfected careful handling, lifting and moving of patients from point of incident to stretcher, ambulance or helicopter.
  • Kept combat zone work environments as clean and organized as possible and maintained unit in constant state of readiness.
  • Operated electrocardiograms (EKGs), external defibrillators or bag valve mask resuscitators in advanced life support environments.
  • Communicated patient information and updates to hospital staff for smooth transition.
  • Monitored patients' vital signs to assess condition and identify necessary medical interventions.
  • Attended training classes to maintain certification licensure, keep abreast of new developments in field and maintain existing knowledge.

Infirmary Medic

Hays County Law Enforcement Center
04.2011 - 04.2012
  • Recorded patients' medical history, vital statistics and test results in medical records
  • Delivered high-quality and compassionate treatment to indigent and low-income patient community
  • Developed and maintained quality care systems and standards, including but not limited to, creating and improving medical protocols/guidelines
  • Actively participated in unit-based Quality Assurance Program
  • Sound, ethical and independent decision-making ability consistent with medical protocols
  • Performed all tasks with a patient-centered focus while seeking opportunities for improvement of processes and treatments
  • Provided patient diagnosis under strict time constraints
  • Managed caseload of 300 clients, providing education, treatments, IV therapy, venipuncture and wound care
  • Assisted patients with multiple chronic diagnoses including COPD and asthma
  • Coordinated with doctors and registered nurses to develop care plans for patients
  • Cleaned and sterilized instruments and disposed of contaminated supplies
  • Maintained patient charts and confidential files
  • Skillfully performed suture removals for patients of all ages
  • Assessed patients in active withdrawal and provided interventions to manage physical and psychological withdrawal symptoms

EMS Communications Medic II

Austin/Travis County EMS
02.2008 - 10.2010
  • Effective management of a high stress, multitask, 911 Dispatch call center
  • Emergency responder to patient crises in the Austin/Travis County area
  • Triage medical conditions and dispatch appropriate resources including ambulatory and rescue helicopter services
  • Monitor hospital diversion status within the EMS system and adjacent EMS regions
  • Relay operational information to EMS station and supervisory staff
  • Maintain necessary certifications and records

Technical Writer/Editor

Dell Inc
02.2002 - 02.2006
  • Project lead for System Reinstall Guide retool, initial effectiveness of 14 million dollars
  • Project lead for Knowledge Base analysis, initial savings of 43 million dollars
  • Project Lead for File Library resulting in 86% to 93% effectiveness or 195k in initial savings (annualized)
  • Project Lead for Content Dell Brand online resolution initiative
  • Department Financial Acumen mentor
  • Contributor to several Business Process Improvement (BPI) projects

Technical Specialist

Dell Inc
07.1998 - 02.2002
  • Assessed and analyzed capabilities of hardware, software, and networks
  • Compiled technical data for International Product Support, TCAT (Technical Analysts/Engineers), and CART purposes
  • Resolved high-level customer issues and provided necessary resolutions for various situations
  • Tested pre-production Portable systems
  • Reported many critical issues to circumvent potential customer experience degradation
  • Tiger Team (Elite Support) to address repeat call issues
  • Dell Remote Support Team
  • Dell Email Support Queue
  • Discovered 'nv4_disp.dll blue screen' issue
  • Analyzed standard practices, procedures, and data to determine answers to technical issues

Education

Master of Arts - I/O Psychology

Brooklyn College
Brooklyn, NY
05-2025

Bachelor of Arts - Psychology, Minor in Neuroscience

Brooklyn College
Brooklyn, NY
05-2022

Skills

  • Competitive analysis
  • Business solutions development
  • Analyze trends
  • Asset management
  • Patch management
  • Advanced troubleshooting
  • Application support

Awards

  • Purple Heart
  • Combat Medical Badge
  • Army Commendation Medal x2
  • Army Achievement Medal x2
  • Phoenix Award, Austin EMS (Life Saving)
  • Stork Citation, Austin EMS (Child Delivery)
  • CART Drive for Results Award Q1 FY04
  • CART Analyst Award Q4 FY03
  • CART Financial Presentation Award Q2 FY03
  • CART Financial Acumen Award Q2 FY03
  • CART Drive for Results Award Q2 FY03
  • CART Drive for Results Award Q1 FY03
  • CTS Manager's Excellence Q2 FY00
  • Operating System Reinstall Guide (BPI - Black Belt)
  • File Library Template (BPI - Green Belt)

Timeline

IT Technical Support Specialist

Dell Inc
09.2016 - 12.2018

Infirmary Medic

Hays County Law Enforcement Center
04.2011 - 04.2012

EMS Communications Medic II

Austin/Travis County EMS
02.2008 - 10.2010

Combat Medic (68W)

Texas Army National Guard
09.2006 - 09.2014

Technical Writer/Editor

Dell Inc
02.2002 - 02.2006

Technical Specialist

Dell Inc
07.1998 - 02.2002

Master of Arts - I/O Psychology

Brooklyn College

Bachelor of Arts - Psychology, Minor in Neuroscience

Brooklyn College

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MICHAEL LEGAGNEUR