Josh Foy
Atlanta
Summary
Dynamic IT leader with over a decade of experience in IT service management, endpoint security, systems engineering, and infrastructure operations. Proven track record of spearheading enterprise-scale technology initiatives that enhance cybersecurity posture and elevate IT performance. Expertise in cultivating and mentoring high-performing teams while optimizing ITSM operations to align technology strategies with organizational objectives. Proficient in incident response, escalation management, and fostering cross-functional collaboration to drive process efficiency and strengthen business resilience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Endpoint Engineer / Incident Management Engineer
Fulton County Government
03.2023 - Current
- Directed enterprise Windows 11 migration for 13,000+ endpoints with
- Implemented compliance and configuration baselines in Intune/Entra ID, improving device reliability by 25%.
- Secured privileged accounts with CyberArk PAM, reducing unauthorized access risks by 40%.
- Designed and managed endpoint lifecycle standards, extending device usage and cutting refresh costs by 15%.
- Acted as Tier 3 escalation lead for enterprise-wide endpoint, Active Directory, and Windows Server incidents, improving MTTR by 20%.
- Led incident management functions for endpoint engineering, coordinating escalations, root cause analysis, and SLA adherence across IT teams.
- Trained and mentored Fulton County Service Desk on Tanium endpoint tools, improving first-call resolution rates and enhancing enterprise endpoint visibility.
- Collaborated with cross-functional teams and vendors to resolve high-priority incidents, ensuring minimal business disruption.
- Provided client-focused communication to leadership and end users, ensuring transparency during major incidents and service changes.
Senior IT Analyst (Executive IT Support)
Southern Company
11.2019 - 01.2023
- Provided executive IT support for C-level leadership, ensuring seamless operations for high-priority users.
- Supervised Tier 1 & 2 service desk teams, improving SLA adherence from 85% → 95% through monitoring, coaching, and process improvements.
- Led large-scale endpoint and AV technology upgrades across corporate and executive environments with minimal disruption.
- Built KPI dashboards and service reports aligned with ITSM metrics for executive visibility.
- Mentored interns and junior staff, expanding technical readiness and team capabilities.
- Delivered Tier 2/3 support for substations, VoIP, AV systems, and executive endpoints, reducing downtime incidents by 15%.
- Accelerated Windows deployment and patching operations by 20%.
- Partnered with change/problem managers to reduce recurring incidents by 10%.
- Documented recurring infrastructure issues, driving operational efficiency.
IT Support Engineer (Remote)
Amazon Web Services
02.2019 - 11.2019
- Supported global incident escalations, partnering with SREs to resolve high-priority infrastructure failures.
- Improved incident, problem, and change management processes within ServiceNow.
- Delivered resolution trend reports for leadership during QBRs to guide strategy.
- Documented and standardized incident workflows, improving global IT operations.
- Served as the primary after-hours support resource when needed, fulfilling the responsibilities of Client Support Specialists and Engineers—including monitoring alerts (Icinga), triaging issues, answering support calls, and escalating incidents.
- Performed production-level activities for Product Engineering, including executing critical deployments, troubleshooting complex issues, and supporting roadmap initiatives.
- Expeditiously addressed Support Incident tickets requiring Tier 3 Engineering intervention.
- Liaised with Product Development and Engineering teams, building durable cross-functional relationships focused on knowledge transfer and professional development.
- Mentored and upskilled Tier 2 agents, reducing escalation volume.
- Enhanced product documentation to strengthen Knowledge Management.
- Provided Support Incident trends and insights to QA Engineering to improve software quality.
- Aided in documenting Root Cause Analyses, SOPs, and technical articles for both client and internal use.
- Maintained flexibility with scheduling, including weekends/holidays, to meet client and business needs.
Network Support Engineer
Utility Associates, Inc.
12.2018 - 06.2019
- Supported law enforcement bodycam and mobile video systems in over 30 states maintaining 99% uptime.
- Delivered firmware updates and integrations across client systems to enhance performance.
- Resolved network issues (routers, switches, wireless) within SLA windows to maintain service continuity.
- Coordinated with technical teams to ensure system reliability in field deployments.
- Enhanced system performance through proactive diagnostics and patch updates.
- Served as the first point of contact for clients seeking technical support, delivering excellent customer service through professional, clear, and empathetic communication.
- Resolved Tier 1 support issues via phone, chat, email, and remote desktop tools, using knowledge bases and SOPs.
- Troubleshot and resolved issues with Utility applications and hardware (Polaris, Rocket, EOS).
- Performed basic LAN/WAN/Wi-Fi troubleshooting and configurations.
- Documented all client interactions, troubleshooting steps, and resolutions in Zendesk.
- Escalated unresolved issues to Tier 2/3 support with detailed notes.
- Educated users on product usage and best practices to improve experience and reduce repeat incidents.
- Identified recurring support patterns and contributed feedback to improve documentation and processes.
- Participated in scheduled on-call rotation to support after-hours client needs.
- Maintained strong attendance and engagement standards during shifts.
- Assisted with additional support tasks as assigned by management.
IT Intern
Southern Company
06.2018 - 12.2018
- Delivered Tier 1/2 technical support for hardware, software, and networking issues.
- Assisted with device imaging, deployment, and patching, reducing setup times by 15%.
- Managed Active Directory tasks such as password resets, group policy, and provisioning.
- Authored knowledge base documentation, improving support consistency.
- Shadowed senior engineers on system upgrades and endpoint projects to gain practical experience.
Education
Master of Science - Cybersecurity & Information Assurance
Western Governors University
Salt Lake City, UTBachelor of Science - Cybersecurity & Cloud Computing
Purdue University
West Lafayette, INSkills
- Systems Engineering & Administration: Windows Server, Linux, VMware ESXi, Active Directory
- Endpoint & Identity Management: Intune, Entra ID, MECM, Tanium
- Cybersecurity: CyberArk PAM/PIM, Endpoint Hardening, Patch & Configuration Management
- Cloud Platforms: Microsoft Azure, AWS
- ITSM & Operations: ServiceNow, Incident/Problem/Change Management, SLA & KPI Tracking
- Leadership & Strategy: Team Mentorship, Technical Supervision, Service Delivery
Websites
Accomplishments
- Directed Windows 11 migration for 13,000+ endpoints with
- Improved SLA adherence from 85% → 95% by leading Tier 1/2 operations.
- Reduced privileged access risks by 40% by deploying CyberArk PAM.
- Extended device lifecycle at Fulton County, reducing refresh costs by 15%.
- Trained Fulton County Service Desk on Tanium, improving endpoint visibility and first-call resolution.
Certification
- Microsoft AZ-900 – Azure Fundamentals
- Google Cybersecurity Certificate
- ITIL v4 Certification
Timeline
Endpoint Engineer / Incident Management Engineer
Fulton County Government
03.2023 - Current
Senior IT Analyst (Executive IT Support)
Southern Company
11.2019 - 01.2023
IT Support Engineer (Remote)
Amazon Web Services
02.2019 - 11.2019
Network Support Engineer
Utility Associates, Inc.
12.2018 - 06.2019
IT Intern
Southern Company
06.2018 - 12.2018
Master of Science - Cybersecurity & Information Assurance
Western Governors University
Bachelor of Science - Cybersecurity & Cloud Computing
Purdue University
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