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.
• 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.
• 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.
• 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.
• 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