Apple OS
Marshall Rose
Idaho Falls,ID
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
Helpdesk Specialist
Horne
03.2021 - Current
- Optimized system operation and resource utilization to streamline workflows and processes.
- Responded to customer inquiries and provided technical assistance over phone, email, and chat.
- Provide support for over 2,000 end users.
- Installed, configured and maintained computer systems and network connections.
- Helped streamline repair processes and update procedures for support action consistency.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
IT Support Specialist
KRC Consulting
02.2019 - 03.2021
- Used ticketing systems to manage and process support actions and requests.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Promoted efficiency among departments with prompt resolution of system issues.
- Developed and implemented training initiatives for new hires.
- Increased customer satisfaction ratings to 95%.
- Recommend improvements in security systems and procedures.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
Electronics CSR & FDC Expert
Target
08.2019 - 03.2020
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Applied knowledge of electronics products to educate prospects and customers.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Used in-store system to locate inventory and place special orders for customers.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Ambassador & Problem Solve Technician
Amazon
11.2014 - 08.2019
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Researched and extracted data to complete tasks.
- Utilized problem-solving skills to reduce or eliminate company expenses.
- Employed various tools and equipment to find solutions to difficult or complex issues.
Education
Associate of Science - Information Technology
Penn State
06.2025
Associate of Science - Biology
Mt. San Jacinto College
San Jacinto06.2014
Skills
- Support SOP Writing
- Training Material Development
- Technical Support
- Critical Thinking
- Organizational Skills
- Escalation Management
- System Administration
- Performance Goals
- Microsoft Office
- Apple IOS
- Windows Operating System
- Security Recommendations
Certification
- Google IT Support Professional Certification
- (ISC)² Certified in Cybersecurity
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Software
Windows
Azure
Bomgar
Zoom
Microsoft Office
Palo Alto Global Protect
Meraki
Jira
Fresh Service
Command Prompt
Wireshark
Nmap
OnBase
M-Files
Adobe
Timeline
Helpdesk Specialist
Horne
03.2021 - Current
Electronics CSR & FDC Expert
Target
08.2019 - 03.2020
IT Support Specialist
KRC Consulting
02.2019 - 03.2021
Ambassador & Problem Solve Technician
Amazon
11.2014 - 08.2019
Associate of Science - Information Technology
Penn State
Associate of Science - Biology
Mt. San Jacinto College