MARSHALL ROSE

MARSHALL ROSE

United States

#OpenToWork

About

Dedicated IT Professional with 8+ years of experience in enterprise help desk operations, infrastructure support, and team leadership. Proven success in managing high-volume ticket queues, ensuring SLA compliance, and mentoring staff within federal and enterprise environments. Expert in Active Directory, Identity and Access Management, and supporting critical remote infrastructure. Committed to delivering excellent customer service for high stakes operations.

What I'm looking for

Looking for an IT Manager, System Administrator, or IAM Analyst position. Looking for a company where there are growth opportunities and a good work life balance.

Experience

KRC CONSULTING

Help Desk Manager

KRC CONSULTING

Feb 2017 – Jan 2026

• Led enterprise service desk operations for 20,000+ users, ensuring continuous, high quality technical support. • Served as the primary escalation point for complex technical issues, reducing incident resolution time through root-cause analysis and team mentorship. • Managed staffing levels and ticket queues, consistently maintaining a 96% customer satisfaction rating while ensuring 100% SLA compliance. • Administered Active Directory and Identity Management workflows, handling user provisioning, permissions, and security audits. • Developed and executed training programs for junior technicians, improving team productivity and standardizing incident documentation processes. • Collaborated with government stakeholders and CORs to deliver accurate performance reports and align service delivery with mission-critical requirements. • Delivered VIP-level technical support, ensuring reliability for executive hardware, software, and connectivity needs. • Scheduled employees to ensure proper coverage of all shifts. • Started as a Tier 1 Help Desk Specialist and was promoted to Tier 3 and Help Desk Manager after 3 years.

Active DirectoryHelp Desk ManagementSLA Compliance

Education

Western Governors University

Western Governors University

B.S. · Cybersecurity & Information Assurance

Certifications

Windows Server 2022

Microsoft

MCSA

Microsoft

Apple Certified Support Professional

Apple

Six Sigma Green Belt

Six Sigma

Google IT Support Professional

Google

CompTIA A+

CompTIA

ISC Certified in Cybersecurity (CC)

ISC

Skills

Remote SupportCybersecuritySystem AdministrationNetwork ConnectivityWireless DevicesDesktopsPowerShellCitrixVPNMicrosoft 365Windows 11Windows 10MFAIAM lifecycleAzure ADActive DirectoryJIRAServiceNowSLA/KPI ReportingHelp Desk Management