Mark LeGault

Resume

Mark LeGault

CompTIA A+ Certified

SUMMARY

CompTIA A+ certified I.T. and Operations Support professional with over 5 years’ experience in Break-Fix Desktop Support, Microsoft project support, and all new employee on-boarding tasks. Exceptional interpersonal and customer service skills. Ability to handle high-level inbound support tickets utilizing Business Management Software (Autotask, ServiceNow) in-person, via remote, by phone and email.

SKILLS

CompTIA A+ Certified
Desktop Support
Active Directory
SharePoint Workflows
Task Streamlining
Microsoft Office 365
HTML/CSS/FTP
Application Support
Microsoft Remote Desktop
Video Production

EXPERIENCE

IT Plant Support Analyst II

3M Corporation (LCI) / (Irvine, CA))
June 2021 – Present

  • Handle all incoming support tickets for employees at the 3M ESPE Oral Care plant as well as at 3M Meguiar’s headquarters
  • Break/Fix support for all company laptops, tablets, desktops, Hewlett-Packard printers, monitors & thin clients
  • Patch and reboot location servers on a monthly basis
  • Return employee End of Lease (EOL) Hewlett-Packard laptops to 3M headquarters and order/prepare new laptops with required software according to role
  • Work with employees to back-up and replace old end-of-lease laptops for new 4-year lease laptops and ensure a smooth transition with as little downtime as possible
  • Monitor television displays throughout the plant and ensure each is displaying correct departmental information from its Windows 10 media player

Epic Migration & Deployment/Desktop Support

St. Joseph Hospital/Providence Health (Apex Systems) (Orange, CA)
July 2020 – June 2021

  • Migrate medical health records (MHR) hardware to Epic system-compatible hardware including Panasonic scanners, Zebra arm band and label printers (I.P.), Instamed credit card swipe devices, EPCS prescription devices
  • Deploy all devices throughout St. Joseph Hospital and its ambulatory offices throughout Orange County, CA
  • Configure and install Dell Wyse thin clients to display department-specific information throughout the hospital
  • Ensure all upgraded and newly configured hardware functions as per department specifications
  • Handle desktop support using Service Now ticketing system

I.T. Support/Website Manager

Espada Public Relations/Freelance (Westlake Village, CA)
January 2019 – July 2020

  • Designed and managed corporate website (espadapr.com) for “The #1 multicultural entertainment P.R. Firm in Hollywood.” Responsible for I.T. and all tech/network support remotely and in-person on a freelance basis
  • Utilized UFFA methodology and CompTIA Troubleshooting theory for technical support

I.T. & Operations/Microsoft Project Support

Exsilio Solutions (Irvine, CA) May 2007- December 2018

  • Managed Microsoft’s Technical Chat program. Scheduled chats using Microsoft proprietary chat software. Offered support to users and employees, demonstrated the software for new users, scheduled the chats on Microsoft.com websites, proofread Q&A transcript of chats and published transcripts to appropriate areas of Microsoft’s website (TechNet, MSDN, etc.)
  • Proctored and supported Microsoft Virtual Labs for the MSDN and TechNet pages on Microsoft.com, rotated weeks being on-call 24/7 with I.T. team to offer support for users around the world, Quality Control of virtual lab manuals including clarification of walk-through steps, proofreading copy, etc.
  • Published Virtual Labs to TechNet and MSDN virtual lab pages on Microsoft’s corporate website
  • New hire on-boarding including setting up laptops on company LAN (domain) and Active Directory
  • Setup employee accounts in Office 365
  • Installed software according to role, created security access cards, assigned building alarm codes
  • Wrote, produced, edited new-hire training videos to demonstrate common office procedures such as how to access SharePoint, request time off, VPN, use of conference rooms, etc.
  • Reviewed and assigned internal “helpdesk” tickets
  • Created test cases based on bugs filed and submitted to developers to fix
  • Created detailed user guides for each of our conference rooms detailing how to use the A/V equipment, and share a laptop screen to the projector wall for conference calls and meetings

PART TIME WORK

Audience Services

Segerstrom Center for the Arts (Costa Mesa, CA)
August 2016 – Present

Assistant Performance Manager (APM) (November 2021 – Present)

  • Assist in managing all aspects for Front of House (FOH) work
  • Keep in communication with artist management and backstage support
  • Assist Head Ushers with any issues arising during a performance in Segerstrom Hall, Concert Hall, or Samueli Theatre
  • Communicate with Box Office to resolve ticketing or seating issues during all performances
  • Ensure all levels of Ushers and Ticket Takers are following staff protocol at all times
  • Write detailed reports in VenueCube consisting of all pertinent issues that happen from the moment patron doors open until the venue clears after each performance

Head Usher (June 2019 – October 2021)

  • Manage one theater floor per performance
  • Handle any patron issues, ticketing conflicts, or other problems that may arise
  • Supervise ticket-takers and volunteer usher staff
  • Handle cash transactions and accurately report binoculars and Assisted Listening Device rentals
  • Write-up detailed reports of issues relating to the condition of my assigned floor including housekeeping or maintenance requirements inside the house, the vestibules at each door, and the lobby

Ticket Taker (February 2019 -June 2019)

  • Responsible for accurately greeting patrons and scanning patron tickets as the lobby doors open
  • Provided wheelchair assistance when needed and documented wheelchair service statistics
  • Handled any issues with ticketing and/or seating
  • Answered any customer questions or concerns
    (Promoted to Head Usher in June 2019)

Usher Captain (August 2016 – February 2019)

  • Supervised volunteer ushers and assist Head Usher throughout each performance
  • Ensured all rules and regulations are adhered to by usher staff and patrons
    (Promoted to Ticket Taker in February 2019)

EDUCATION

  • MS Degree: Electronic Commerce
  • BA Degree: Communications