Marquetta Moore

• ◆Analyze and triage high volumes of flagged phishing and security events, identifying patterns, root causes, and emerging threat behavior across enterprise environments.
• ◆Translate complex security findings into clear, actionable decisions that support detection quality, escalation, and user experience.
• ◆Evaluate ambiguous edge cases where confident automation is not enough, balancing security risk with context and human judgment.
• ◆Built and documented the CSI New Analyst Toolbox, a Chrome extension and learning system with eight workflow areas, embedded lessons, threat-intelligence extraction, labeling guidance, productivity support, and 30+ versioned releases.
• ◆Turn recurring analyst questions, edge cases, and tool confusion into reusable guidance that helps newer team members understand workflows and decision criteria faster.

Included a six-month internal operations rotation focused on project management, systems design, and cross-functional program delivery.

• ◆Served as the first Shipmaster Subject Matter Expert in Content & Learning, connecting day-to-day customer experience work with improvements in training, documentation, and process design.
• ◆Audited and refreshed more than 100 internal guides, onboarding tools, and reusable resources to improve clarity, accuracy, and usability for a distributed support team.
• ◆Authored and governed a 774-page internal knowledge environment with more than 3,100 edits across support, onboarding, IT, people operations, and management resources.
• ◆Managed 572 cross-functional project tasks while building reusable boards, templates, navigation models, and intake systems that improved execution visibility.
• ◆Delivered three full-team onboarding programs end to end, coordinating scheduling, communication, learning resources, and the new-hire experience.
• ◆Built ChartFinder, a local-first Chrome extension that extracted visible support context and formatted it for downstream workflows without sending data to an external service.
• ◆Partnered across HR, IT, Development, Information Security, Fraud, Content & Learning, customer experience, and leadership to translate operational gaps into scalable systems and clearer handoffs.

• ◆Delivered Tier 1 and Tier 2 technical support across Google Workspace, macOS, Windows, ChromeOS, Linux, networking, enterprise applications, and hardware platforms.
• ◆Maintained an adjusted 100% CSAT rating across more than 200 reviews and earned 41 recognition awards in under two years.
• ◆Mentored junior team members in technical troubleshooting, corporate IT operations, and multichannel support.
• ◆Converted recurring technical issues into reusable support guidance, stakeholder updates, and interactive Python learning materials.
• ◆Acted as liaison for a 60-member team and coordinated large engagement initiatives that strengthened collaboration across a distributed workforce.

• ◆Helped move paper-based surveys and testing workflows online during the COVID-19 transition.
• ◆Formed and maintained Tier 1 IT response for the department and created a resource center for online tools, tips, and procedures.
• ◆Troubleshot software, hardware, simulation equipment, office technology, and classroom systems for faculty and students.
• ◆Maintained confidentiality and security across testing materials, schedules, student records, and operational data.