Robert Still Email & Phone Number

Bossier City, La, Us

Shreveport, Louisiana, United States

Shreveport, Louisiana, United States

As a SOC Analyst, I specialize in conducting comprehensive security monitoring and incident response activities to ensure the confidentiality, integrity, and availability of digital assets. Leveraging a diverse range of tools including CrowdStrike, RSA NetWitness, Carbon Black Cloud, QRadar, Microsoft Sentinel and Defender, Splunk, Devo, Obsidian, and FireEye, I effectively detect and mitigate potential threats.I analyze security events and anomalies using advanced SIEM tools and security technologies to identify threats and vulnerabilities. My expertise extends to security operations platforms such as ThreatConnect, Confluence, Jira/JSM, and ServiceNow, ensuring seamless integration and efficient workflows.Committed to staying informed about emerging security threats and industry best practices, I continually refine security processes and procedures to enhance our defensive posture. My proactive approach ensures that our security measures are robust and adaptive to evolving cyber threats.

Promoted to Tier II SOC analyst. Experienced using Arcsight ESM, Splunk, and ServiceNow.

Served as Tier 1 cybersecurity analyst in 24x7x365 SOC.

Remote server administrationMaintenance and patching of application serversServer clustering and load balancingImplementation of Hyper-V and SCVMMMonitoring and replacing server hardware Managing remote technology such as iDRAC, MMC snap-ins, and RDS

Bossier City, La

Promoted within CSC/CSRA from Helpdesk Technician III to Security Operations Center (SOC) Analyst. Became part of GDIT through company acquisition of CSRA. Experienced using Arcsight ESM, Splunk, and ServiceNow.

Bossier City, La

Served as Help Desk Technician III at CSC/CSRA until they were acquired by GDIT.

Shreveport, Louisiana Area

• Provide support for both client-facing and back-end software platforms, along with biometric time clocks.• Receive reported software issues escalated from customer service representatives and communicate with CSRs and customers if necessary to gather details of the issues.• Replicate issues to determine validity, analyze valid issues to determine underlying cause, and recommend resolutions based on technical knowledge of systems.• Communicate back with CSRs or clients when issues are resolved or communicate technical details of analysis when issue must be escalated.• Maintain list of “known issues” which have been escalated but not resolved. Help identify temporary workarounds while issue is being worked.• Identify, prioritize, and escalate critical issues once thoroughly reviewed.

Shreveport, Louisiana Area

(In Jan '13, returned to college to obtain second degree in Information Network Security)

Assist new and existing customers in the selection and purchase of products and services.Communicate product and service information, feature functionality, billing procedures and equipment usage to each customer.Proactively follow-up with customer after the sale to guarantee product and customer satisfaction.Process customer bill payments.Answer basic to advanced customer service questions and make outbound calls for customer follow-up and prospecting opportunities.Remedy escalated customer problems, issues, and difficult in-store customer situations.Perform back office duties including inventory and repair, accessory stock, shipping and receiving of repairs with third party repair vendor.Perform basic handset repairs and/or system upgrades. Fill in as store lead when manager away from office.ACE sales contest winner, 2006.Won quarterly "Director's Award" several times for exceptionally consistent KPIsBecame part of Verizon as a result of a buyout of Alltel.2002

Worked under the general supervision of the KAR Supervisor as the local customer service and contact for 25+ line accounts. Provided customer service, additional features, equipment and accessories to business customers.Assisted customers with phone issues, handled contract renewals, conducted customer bill analysis, probed for interest in additional features, services and accessories. to sell to the existing accounts base and the attainment of sales and service targets. Trained key corporate clients on strategic products and features. Provided supplemental support including billing inquiries, address changes, transactional rate plan changes and problem solving for the assigned account base.

Suggested products which increased sales and resulted in many sales excellence awards.Provided exceptional customer service with each customer contact.Assist other CSR's on the phone when dealing with difficult situations.Assisted business account group with offline paperwork.Facilitated training course for new recruits on billing adjustments.Mentor for new hire representatives.Promoted, just one year from hire date, to the Business Accounts Group, an in-call-center business customer service only team.Stand in team lead when supervisor away from the office.Facilitated sales training for new hires to help increase product knowledge.Directly assisted the merger of Alltel/CenturyTel by traveling to Alltel corporate office to share specialized knowledge of CenturyTel billing systems with billing transition specialists.

Associate'S Degree, Information Network Security Specialist, 4.0

Activities and Societies: noneGraduated on Chancellor's List.

Bachelor'S, General Business Administration/Management

Business Administration Major

Gba, Business

Attended LSUS part time during the above years. Completed degree at University of Phoenix.

Education record

Proficient in concert band and jazz band.