Kristen Marshall Email & Phone Number

Effectively communicated with customers over digital channels to provide technical support, troubleshooting, and customer service in a leading global educational technology solution with 2.7 million daily users. • Identified root cause analysis of complex issues and assigned escalations to networking and engineering teams, ensuring the development of sustainable solutions and reducing recurrence of similar issues. • Utilized Salesforce and Five9 to bridge communication between support and staff, documenting events for future reference and ensuring clear consistent information flow across teams. • Enforced FERPA compliance through security protocols to ensure the confidentiality, integrity and availability of sensitive information within the Learning Management System (LMS).• Performed remote security scans and best practices during technical support operations to reduce risk of data breachers and enhanced overall system security. • Managed an automated hardware and material order system, ensuring efficient and accurate distribution to over 120,000 schools reducing costs and labor while ensuring accuracy.

Atlanta, Georgia, United States

Provided technical support for 3rd party vulnerability risk assessment security projects, including integration of new security solutions utilizing Jira and Confluence for project management and Github for code, data sharing and team collaboration. • Conducted data analysis for merging Active Directory (AD) of three communities with 6000+ customers and AD object data within the CIPHER AD Forest and ensured data security.• Monitored system logs regularly to maintain control compliance for the Cybersecurity, Information Protection, and Hardware Evaluation Research (CIPHER) team. This included auditing access and identifying inactive accounts, resulting in improved organizational security posture and enhanced access control measures.• Improved Lansweeper Dynamic Groups for IT integration, boosting asset management, and led software engineering projects using Jira and GitHub for effective collaboration.

Greensboro, North Carolina, United States

Led a cross-functional team of 15 student staff in creation of innovative technology strategies, improving overall digital security performance. Provided help desk services, imaged devices, patched systems and technical support of data center and classrooms.• Managed 12-month program to effectively respond to technical operational incidents, reducing response times successfully enhancing digital security performance and increasing team efficiency by 40%.• Managed asset management operations, ensuring accurate tracking, deployment, and maintenance of over 500 university-owned devices, resulting in a 25% reduction in equipment loss and improved resource.• Managed and troubleshooted Windows operating systems, applying critical security patches to ensure system integrity and compliance. • Coordinated field operations for on-site technical support, ensuring timely and efficient resolution of hardware and network issues across multiple university buildings, which improved service response times by 30%.• Resolved network connectivity issues using TCP/IP protocols, including IP address configuration, subnetting, and DNS resolution.

Cincinnati, Ohio, United States

Assisted 10-member IT Infrastructure team with development of a virtual on call calendar utilizing Python, HTML, JavaScript, and CSS code for internal virtual desktop software for 5000+ remote users. • Wrote and tested python code to meet customer needs and conducted security scans to identify and remediate vulnerabilities.• Led the implementation and support of new software and hardware systems, providing training and ongoing assistance to staff.• Performed preventive maintenance on IT infrastructure systems, including regular updates and system checks, which reduced the incidence of critical failure.

Greenbelt, Maryland, United States

Researched cloud software, costs and cyber risks and presented analysis and recommendations for design and development of AI/ML based software tool utilizing AWS to minimize effort levels for NASA Scientists and Engineers and government agency collaborations for (Cloud) Small Business Innovation Research and Small Business Technology Transfer (SBIR/STTR).• Developed a Software and Technical Requirements Specifications technical document and cataloged product and security requirements to ensure comprehensive coverage to adhere to industry standards. • Collaborated on research, cost and risk analysis to migrate on-premises applications to AWS, resulting in cost-effectiveness.

Greenbelt, Maryland, United States

Researched updated NIST 800-53 Document requirements and informed cybersecurity team of new threat management tactics and implemented advanced technical capabilities.• Developed documentation to inform cybersecurity team of emerging threat management tactics leading to the adoption of advanced technical capabilities that strengthen the organizations security posture.

College Park, Maryland, United States

Supported Computing and Communications IT Division to manipulate HTML/CSS and JavaScript code and updated Drupal websites and SharePoint structures through comprehensive assessment of competitive landscape.• Provided technical support such as security scans, application support and troubleshooting per NASA mission customer requests.• Manipulated HTML/ CSS code to edit website structures for different departments using the SharePoint and Drupal platform.• Modified 15+ NASA internal and external websites to ensure full accessibility compliance with Section 508 standards meeting federal accessibility requirements.

Greenbelt, Maryland, United States

Conducted research to identify and curate new content aimed at making the website more concise and user-friendly.• Developed a comprehensive website storyboard to guide the redesign, ensuring a cohesive and intuitive user experience.• Collaborated with stakeholders to align content and design elements with the organization’s mission and accessibility standards.

Greenbelt, Maryland, United States

Assisted in the creation of a virtual museum aimed at promoting various aspects of the OPSPARC Competition, focusing on making the content engaging and appealing to a young audience.• Collaborated with a cross-functional team to design and develop interactive features that enhanced user engagement and educational impact.• Contributed to the overall strategy and implementation of digital content that effectively showcased the competition's objectives and inspired young participants.

Washington, District Of Columbia, United States

Developed applications for beauty and product recommendations using Live Code and Python• Managed and developed user-facing features for a mobile application using IOS.• Worked with engineers, designers, product managers and leadership to turn our product and technical vision into a tangible roadmap.

Master'S Degree, Information And Cybersecurity

Relevant Coursework: Cryptography, Software Security, Programming Fundamentals for Cybersecurity, Network Security, Web Security

Bachelor Of Science - Bs, Information Technology, 3.9

Education record