Remote Office Assistant & IT Production Support Analyst
Resume:
DJELNA LEGAGNEUR
Lynchburg, VA **501
**********@*****.***
www.linkedin.com/in/djelnalegagneur
OBJECTIVE
Results-driven IT Production Support Analyst with 7+ years of experience supporting enterprise applications within financial services environments. Strong background in PEGA systems, Linux environments, SQL querying, root cause analysis, and cross-functional collaboration with developers and infrastructure teams. Proven ability to improve processes, standardize documentation, and enhance system performance. Strong background in customer service, documentation, and stakeholder engagement. Skilled in identifying needs, building trust, and delivering results in fast-paced remote settings. Currently pursuing an Accelerated Information Technology bachelor’s and master’s Degree at Western Governors University. EXPERIENCE
Production Support Analyst – Level 2 (PEGA Systems) Randstad Technology / Genworth Financial
September 2020 – Present
• Provide Level 2 support for enterprise PEGA applications within financial services environment.
• Partner with developers, business analysts, and infrastructure engineers to resolve complex production issues.
• Perform root cause analysis and implement long-term corrective solutions.
• Execute advanced SQL queries and troubleshoot within Linux command-line environments.
• Standardize operating procedures for change control and deployment processes.
• Develop and maintain technical documentation to improve team efficiency.
• Support audit documentation and access-related security requirements
• Participate in non-business hour deployments and production releases.
• Created PowerShell scripts to reduce alert noise using automated validation processes.
• Standardized documentation and operational runbooks for support teams 2
• Collaborate directly with developers, infrastructure engineers, and business stakeholders. Application Support Analyst – Level 1 (Remote)
Randstad Technology / Genworth Financial
September 2018 – September 2020
• Monitored and resolved application incidents escalated from end-users.
• Triaged and escalated issues to appropriate support tiers
• Assisted in SLA adherence and performance monitoring.
• Opened and documented defect tickets
• Contributed to service improvement initiatives and documentation processes. Service Desk Technician – Web Support
Nationwide Insurance
April 2004 – March 2007
• Delivered first-tier technical support across multiple operating systems.
• Executed incident and change management processes.
• Performed troubleshooting for network, software, and connectivity issues.
• Provided documentation and escalation support.
National Sales Agent / Team Lead
Nationwide Sales Solutions
March 2007 – September 2018
• Delivered first-tier technical support for internal and external users across multiple operating systems and enterprise applications.
• Managed high-volume ticket queues while maintaining service level agreements (SLAs)
• Executed incident and change management processes in accordance with ITIL standards.
• Troubleshot and resolved network connectivity, software, hardware, and system access issues.
• Documented detailed case notes to ensure seamless escalations and knowledge sharing.
• Escalated complex technical issues to second-tier and infrastructure teams when necessary
• Assisted with system installations, configurations, and account provisioning.
• Provided support for password resets, user access levels, and security protocols.
• Communicated clearly with non-technical users to explain technical resolutions.
• Contributed to team knowledge base documentation and process improvement efforts. 3
Residential Supervisor
Lamano Agency
December 2003 – April 2004
• Supervised and supported training specialists to ensure adherence to daily operational schedules and job responsibilities.
• Monitored documentation accuracy and compliance with internal policies and regulatory standards.
• Coordinated staff scheduling to ensure adequate coverage across shifts and minimize service disruptions.
• Provided hands-on training, coaching, and performance guidance to team members.
• Conducted monthly walkthroughs and quarterly emergency preparedness drills to maintain safety compliance.
• Led monthly staff meetings to review performance expectations, updates, and operational improvements.
• Observed and ensured compliance with Medication Administration Guidelines during client care.
• Scheduled and coordinated medical appointments for clients while maintaining organized records.
• Maintained a structured, accountable work environment focused on safety, consistency, and service quality.
EDUCATION
Western Governors University (WGU)
Accelerated Information Technology Bachelor's and Master's Degree Start Date: March 1, 2026
Program Start: March 2026 Expected Graduation: 2027 Competency-based program with industry certifications. Fisher College
Degree in Information Technology
Graduated: May 2002
CERTIFICATIONS
Business Analytics Science
University of Virginia – School of Continuing and Professional Studies Issued: November 2023
4
TEHCNICAL SKILLS
• Application Support (Level 1 & Level 2)
• PEGA Systems
• Linux / Unix
• Advanced SQL Queries
• Root Cause Analysis
• Incident & Change Management
• PowerShell Scripting
• Service Improvement Initiatives
• Tableau
• Data Modeling & Visualization
• Documentation & SOP Standardization
• Microsoft Office Suite
• XManager, PuTTY, WinSCP
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