Looking for a job

Monica Francis

@monicafrancis

Message

I am committed to enhancing user experience and system security through effective solutions and collaboration.

United States

Message

What I'm looking for

I seek a role to leverage my troubleshooting skills for hardware and software issues, providing excellent user support. My focus is on enhancing system performance through efficient incident management and automation. A collaborative, security-focused environment is essential, and I’m committed to continuous learning to stay updated on technology trends.

Desktop support professional experienced in Level 1/Level 2 end-user support, Active Directory user and group administration, Microsoft Intune device enrollment and policy enforcement, Microsoft 365 account provisioning, Windows 10/11 deployment and hardening, hardware and software troubleshooting, ticketing system incident resolution, documentation for audit/compliance, remote management tools, and escalation to higher-tier/support teams.

Experience

Work history, roles, and key accomplishments

Current

Cyber Security Support Analyst

Current

Log(N) Pacific

Aug 2025 - Present (8 months)

Conducted vulnerability management and SecOps tasks, reducing critical/high/medium vulnerabilities by 100%/90%/76% through scanning, PowerShell remediation, and DISA STIG implementation while building Sentinel dashboards and custom Defender detections.

PowerShell DISA STIGs Vulnerability Management EDR

Current

IT Support

Current

Lincoln IT

Jul 2025 - Present (9 months)

● Managed Active Directory user lifecycle and group memberships for 500+ users, enforcing least-privilege access and RDP controls to reduce access incidents.
● Resolved 25+ incidents weekly (Level 1 & 2) via ticketing systems, achieving 90% first-contact resolution and 95% user satisfaction

ScreenConnect Azure Active Directory Active Directory Citrix RDP Patch Management MFA PowerShell