Open to opportunities

Elliot Foster

@elliotfoster

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Skilled SOC Analyst with expertise in cybersecurity and customer support.

United States

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What I'm looking for

I am looking for a role that fosters growth, values collaboration, and challenges me in cybersecurity.

I am a highly skilled and versatile IT analyst specializing in cybersecurity technology, with a proven track record in managing and triaging calls and emails across diverse sectors. My experience includes developing Cloud Security Operations Centers (SOCs) in Microsoft Azure, achieving impressive first-call resolution rates, and ensuring compliance with industry standards. I excel in identity and access management, network security, and delivering exceptional customer service, which has been recognized through numerous accolades.

Throughout my career, I have demonstrated strategic leadership by training teams, enhancing remote collaboration, and driving revenue growth through innovative solutions. My role as an Associate Analyst at American Airlines has allowed me to troubleshoot and resolve technical issues effectively, while my previous positions have honed my ability to interpret data analytics and communicate technical issues clearly. I am passionate about continuous process improvement and dedicated to providing top-tier support to users across various industries.

Experience

Work history, roles, and key accomplishments

Current

Associate Analyst, Help Desk

Current

American Airlines

Jan 2023 - Present (2 years 6 months)

Troubleshoot and resolve printer, software, and sign-in issues for employees, vendors, and third-party contractors via calls, emails, and chat. Manage tasks and ticketing system, monitoring for outages, interruptions, and escalations, serving as the first responder for technical issues.

Troubleshooting Ticketing Systems Password Resets Cross Functional Collaboration System Monitoring

Support Analyst, Help Desk

Firstsource Solutions

Jan 2022 - Present (3 years 6 months)

Handled user calls to identify and differentiate issues related to Axiom software or user computers, verifying information and probing effectively. Interpreted data analytics and communicated technical issues to Data Analysts, ensuring accurate triage and resolution.

Data Analytics Technical Support Remote Collaboration User Probing Customer Service Troubleshooting

Customer Support Analyst III

Healthcare Service Corporation

Jan 2019 - Present (6 years 6 months)

Managed 50+ calls daily, providing exceptional customer service and researching contracts to identify and communicate user benefits. Assisted users by looking up providers and submitting pre-authorizations on their behalf, ensuring accurate and timely support.

Customer Service Behavioral Health Support Training Call Screening Liaison Efficiency Improvement Team Leadership

Mobile Representative

Best Buy

Jan 2017 - Present (8 years 6 months)

Educated users on device management, passwords, and security, particularly focusing on older individuals. Managed inventory, ensuring stock levels were maintained and accounted for.

Device Management Inventory Management Sales Billing Support Sales Metrics Customer Education

CommOps III, Fulfillment

Comcast Cable

Advanced to Tier III Analyst, gaining experience in both residential and commercial networking. Trained new employees in system navigation and efficient call handling based on exceptional Average Handle Time, enhancing team productivity.

Networking Residential Networking Training Navigation Productivity Customer Service Technical Support

SOC Analyst

Cybersecurity Internship Program

Designed and developed a Cloud Security Operations Center (Cloud SOC) in Microsoft Azure, following NIST SP 800-53 & 800-37 guidelines. Integrated Azure Sentinel as the SIEM solution and leveraged Azure Log Analytics for comprehensive monitoring, demonstrating Proficiency in critical security controls for cloud environments.

Cloud Security Operations Center (Cloud SOC)Microsoft Azure NIST 800 53 NIST 800 37 Identity And Access Management Azure AD Network Security NSG Secured Virtual Machine Clusters Azure Sentinel SIEM Solutions Log Analytics

Education

Degrees, certifications, and relevant coursework

Collin College

Associate of Applied Science, Information Systems Cybersecurity

Currently pursuing an Associate of Applied Science in Information Systems Cybersecurity. The program focuses on foundational cybersecurity principles and practices.