Elliot Foster Email & Phone Number

Fort Worth, Tx

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. Provide first-level support for technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, and Mainframe environments.• Adhere to role-based access control policies, by assigning and revoking user privileges for developer rights.• Collaborate cross-functionally with internal and external support teams and third-party vendors to identify and resolve core problems.• Install and configure Duo Mobile app on users' phones, verify identities, and manage phone number updates using admin access.• Maintain daily awareness of system-wide outages and issues, escalating incidents, and ensuring timely communication with Level 2 support and management personnel.• Achieved 90% first call resolution within three months, up from 60% during training, demonstrating efficient issue troubleshooting and user probing.• Handled 449 total interactions and managed 465 incidents, showcasing high engagement, productivity, and the ability to maintain quality support under a significant workload.• Received numerous "Non-Thanks" Recognitions for outstanding customer interactions, earning points from managers, and a recognition gift card from the Director for exceptional patience and user education skills.

Louisville, Ky

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. Served as first-level support for Axiom software issues, resolving problems within our scope and escalating code-related issues to Data Analysts. Managed and triaged calls and emails from users in education, healthcare, and finance, facilitating efficient resolution or escalation of issues.• Increased first-call resolution rates by 25% by implementing strategic probing scripts.• Received praise for effective user probing and call handling, boosting user confidence, and ensuring reliable support from the department.• Enhanced remote teamwork by collaborating with coworkers, improving overall team performance and personal growth.

Louisville, Kentucky, United States

Richardson, Tx

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. Supported the Behavioral Health department by handling customer calls, explaining plan benefits, and escalating pre-authorizations for higher levels of care.• Led training sessions for team members and new hires, adapting methods for large classes and one-on-one coaching, and trained groups of 30 every three months on system navigation and efficiency improvement.• Promoted to Customer Level III within two years, focused on training, call screening, and pre-authorization processing, acting as a liaison between nurses and customer agents to ensure accurate contract handling and escalation.

Plano, Texas, United States

Educated users on device management, passwords, and security, particularly focusing on older individuals. Managed inventory, ensuring stock levels were maintained and accounted for.• Assisted customers with billing for ATT, VZ, and Sprint, identifying cost-saving opportunities through upgrades and new devices.• Maintained Rock Star Status, consistently exceeding sales metrics by activating 10 devices weekly, double the target of 5.• Developed Quick Guide for iPhone and Samsung Launch days, condensing extensive information into a user-friendly PDF, distributed to the team, achieving a 20% revenue increase from the previous year's iPhone launch

Alpharetta, Georgia, United States

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.