MARQUIS D. MOORE
Houston,TX
Summary
IT operations leader with 11+ years driving service delivery and technology modernization across multi-office professional services firms. Led support organizations of 22+ resources across 18 offices and 1,500+ users, built ITSM frameworks from the ground up, and delivered measurable gains in cost efficiency and service quality. Experienced owner of $750K+ budgets, enterprise cloud migrations (Azure, OneDrive), and firm-wide ServiceNow administration with direct C-suite exposure.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Help Desk Manager
Steptoe & Johnson PLLC
01.2022 - Current
- Directed firm-wide IT service delivery across 18 offices, 800+ users, and a $750K budget — managing 22 resources (10 internal + 12 vendor) and reporting KPIs directly to the CIO and executive committee.
- Led firm-wide ServiceNow implementation as internal project lead and admin, establishing standardized workflows, SLAs, escalation paths, and dashboards that became the firm's first formal ITSM framework; trained 34 employees.
- Reduced outsourced support spending by $120K–$180K annually by launching Zoom Contact Center and consolidating vendor support channels while improving user satisfaction.
- Mentored and developed junior team members through coaching, accountability, and performance metrics — resulting in multiple team members advancing into project, collaboration, and knowledge management roles.
Senior IT Support Specialist
Weaver & Tidwell LLP
04.2018 - 02.2022
- Served as primary Tier 2 escalation specialist for Wolters Kluwer CCH Engagement, resolving complex synchronization, permissions, and data integrity issues impacting audit workflows and client deliverables.
- Coordinated OneDrive cloud migration for 1,500+ users across multiple offices — managing permissions, access governance, and transition from legacy on-premises storage with zero data loss.
- Reduced provisioning time for 180–200 annual hires by automating onboarding/offboarding workflows and standardizing documentation, ensuring compliance and audit-readiness at scale.
- Supported firm-wide hardware modernization from 32-bit to 64-bit architecture, improving endpoint compatibility, performance, and application stability.
Human Resources Specialist (42A)
United States Army Reserve
02.2013 - 02.2019
- Managed sensitive personnel records, readiness data, and administrative workflows in compliance with Department of Defense standards, developing the detail-oriented discipline carried into civilian IT.
- Provided informal IT and systems support to the unit — troubleshooting hardware, software, and account issues — which sparked the transition into a full-time technology career.
- Improved unit readiness by conducting comprehensive training exercises.
Education
Associate of Arts - Business Administration
Lone Star College
Houston05.2027
Skills
- Leadership & Operations — IT Operations Leadership Team Development Budget Management ($750K) Vendor Governance Executive Reporting Workforce Planning
- ITSM & Service Delivery — ServiceNow Administration ITIL Framework Incident / Problem / Change Management SLA / KPI Governance CSAT Knowledge Management
- Cloud & Infrastructure — Azure Microsoft 365 OneDrive SharePoint Teams Active Directory / Entra ID Intune Endpoint Management IAM DR
- Legal Technology — Law Firm IT Document Management Practice Support Compliance Multi-Office Governance
Certification
- Certifications: CompTIA A+
- ITIL 4 Foundation
- ServiceNow Certified System Administrator (CSA) — In Progress
Timeline
Help Desk Manager
Steptoe & Johnson PLLC
01.2022 - Current
Senior IT Support Specialist
Weaver & Tidwell LLP
04.2018 - 02.2022
Human Resources Specialist (42A)
United States Army Reserve
02.2013 - 02.2019
Associate of Arts - Business Administration
Lone Star College