Thomas Marshall
Nashville,TN
Summary
Identity and Access Management (IAM) professional with a background in enterprise IT support and a focus on secure user access and identity lifecycle management. Experienced in provisioning and deprovisioning accounts, managing permissions in Active Directory, and troubleshooting authentication and access issues. Adept at applying least-privilege principles, supporting onboarding/offboarding workflows, and documenting access control processes. Combines strong technical troubleshooting skills with clear communication to enhance security and user experience.
Overview
7
7
years of professional experience
Work History
Client Support Analyst
HCA / Cerecore
Nashville, TN
01.2022 - Current
- Manage user identity lifecycle processes, including account provisioning, modification, and deactivation using Active Directory
- Enforce role-based access controls (RBAC) by assigning appropriate system permissions based on job function
- Troubleshoot and resolve access-related issues (account lockouts, permissions errors, authentication failures)
- Escalate complex security or access incidents while maintaining SLA and compliance standards
- Document access management procedures, contributing to a centralized knowledge base for consistent support
- Collaborate with cross-functional teams to ensure secure and efficient access to enterprise systems
- Support onboarding/offboarding workflows to maintain least-privilege access principles
- Deliver internal communications (monthly L1 service desk newsletter) to improve awareness of IT processes and updates
Content Creator
My Pets Wellness
Franklin, TN
01.2020 - 01.2022
- Created digital content across multiple platforms, aligning messaging with organizational goals
- Collaborated with marketing stakeholders to plan and execute campaigns
- Managed content workflows, ensuring consistency and timely delivery
Outreach Worker & Content Creator
Maslow Project
Medford, OR
01.2019 - 01.2020
- Coordinated outreach efforts while maintaining accurate records and reporting documentation
- Produced digital campaigns that drove engagement and fundraising outcomes ($75k+ raised)
- Developed newsletters, reports, and social content to communicate organizational impact
- Balanced client-facing responsibilities with administrative and creative deliverables
Education
BA - Convergent Media
Missouri Western State University
Saint Joseph, MO01-2018
Skills
- Identity & Access Management (IAM)
- User provisioning & deprovisioning
- Identity lifecycle management (joiner/mover/leaver processes)
- Role-Based Access Control (RBAC)
- Access request fulfillment & permissions management
- Authentication & access troubleshooting
- IAM & Directory Tools
- Active Directory
- Microsoft Entra ID (Azure AD)
- Okta
- SailPoint
- Systems & Healthcare Platforms
- Electronic Medical Records (EMR): Meditech, Epic, Cerner
- Virtual Desktop Infrastructure (VDI)
- IT Support & Operations
- Incident management & ticketing systems
- Technical troubleshooting (account, access, and system issues)
- Knowledge base documentation & process improvement
- Professional Skills
- Cross-functional communication (technical & non-technical stakeholders)
- Documentation & process standardization
- Customer-focused problem solving
Timeline
Client Support Analyst
HCA / Cerecore
01.2022 - Current
Content Creator
My Pets Wellness
01.2020 - 01.2022
Outreach Worker & Content Creator
Maslow Project
01.2019 - 01.2020
BA - Convergent Media
Missouri Western State University