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Sophia Francis

@sophiafrancis

Executive Support Specialist at Dexian / Rho Inc. who managed Microsoft 365 deployments and Intune/Autopilot device management.

United States

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What I'm looking for

I’m seeking a full-time cybersecurity role where I can apply my growing security expertise to protect systems and enhance organizational resilience.

At Dexian / Rho Inc., I delivered high-touch support and managed Windows and Microsoft 365 deployment for VIP and enterprise users. I also used Intune/Autopilot for device management and secured baselines.

At Beacon Hill Staffing Group / BCG, I provided Tier 1 and Tier 2 support in a high-availability enterprise environment. I used ServiceNow to track incidents, analyze root causes, and escalate issues when appropriate.

At NetImpact Strategies Inc. / USDA, I resolved incidents escalated from Tier 1 and exceeded SLA requirements, with a 95% success rate and a 20% increase in team CSAT scores. I also developed and maintained program support artifacts.

My earlier work included network monitoring and maintenance at NextGen / Verizon and technical support roles across enterprise and customer environments. I’m pursuing a Bachelor of Science in Information and Cybersecurity Operations at ECPI University and looking to transition into a full-time cybersecurity role.

Experience

Work history, roles, and key accomplishments

Executive Support Specialist + Tier II Support

Dexian / Rho Inc.

Sep 2025 - Jul 2026 (10 months)

Delivered high-touch support and managed Windows/Microsoft 365 deployment, ensuring VIP and enterprise user performance. Streamlined onboarding/offboarding and device management in alignment with ITIL, optimizing provisioning and compliance.

Windows Microsoft 365 Intune Autopilot ITIL Service Desk Device Management

Help Desk Technician

Beacon Hill Staffing Group / BCG

Aug 2024 - Jun 2025 (10 months)

Delivered Tier 1 & Tier 2 technical support in a high-availability enterprise environment, resolving incidents related to LAN/WAN connectivity, endpoint configuration, and telephony services VoIP. Supported system deployments and maintained asset management lifecycle.

ServiceNow Active Directory LAN WAN VoIP Windows MacOS Imaging Group Policy DHCP DNS Zoom Teams Webex Asset Management

Tier 2 Help Desk Technician

NetImpact Strategies Inc. / USDA

Jan 2022 - Sep 2023 (1 year 8 months)

Resolved and managed customer support incidents escalated from Tier 1, ensuring timely resolution and exceeding SLA requirements with a 95% success rate, leading to a 20% increase in team CSAT scores. Engaged directly with users for technical and account issues.

Incident Management SLA CSAT IT Service Management Documentation Customer Support

Network Engineer

NextGen / Verizon

Aug 2019 - Feb 2020 (6 months)

Provided surveillance and maintenance support for Verizon's global layer 0, 1 and 2 networks. Monitored alarms, outage notification, event management, ticket processing, and network maintenance scheduling.

SONET Ethernet DW DM Long Haul Mesh V Sat Digital Cross Connect Network Monitoring Change Control

Tier 1 Network Engineer

R-GCSC / AT&T

May 2019 - Aug 2019 (3 months)

Monitored customer networks for alarms, validated incidents, and assigned incidents based on priority and severity. Assisted Tier 1 engineers with complex calls and incidents, escalating to Level 2 when necessary.

Network Monitoring Incident Management Ticketing Escalation Management Quality Assurance

Technical Support Agent

NeoNova Network Services

Aug 2018 - Jan 2019 (5 months)

Provided technical support for broadband connectivity, wireless networking, security software, backup software, and ISP web portals. Documented and followed up on tickets for future reference and audit purposes.

Broadband Wireless Networking ZoneAlarm Keepit Google Apps Postini Red Condor Nova Support Zendesk My Support Backup Panels

IC3 Tech Support Specialist

DXC Technology / US Postal Service

Sep 2017 - May 2018 (8 months)

Improved system efficiency by 20% by identifying and resolving 15 performance issues proactively. Solved technical problems on software platforms and applications by following standard protocols and within strict time scales.

Troubleshooting Software Configuration Installation Customer Satisfaction Escalation Management

Support Specialist

Kodak Alaris

Sep 2016 - Dec 2016 (3 months)

Provided hands-on day-to-day responsibility for the installation and repair of desktop and laptop hardware, software, and peripherals for end users and lab systems. Provided premier customer service to Kodak Alaris executives.

Hardware installation Software Installation Troubleshooting Android apple Systems Center Documentation

Help Desk & Fiber Maintainer

NextGen / Verizon

Apr 2016 - Aug 2016 (4 months)

Dispatched tickets to necessary departments and engineers all over the United States. Made sure that all customer issues were resolved in a proper and timely manner.

Ticketing Systems Dispatch Customer Support Google Maps Bing Yahoo MapQuest

Contracted Employee

Robert Half / Office Team

Feb 2014 - Jun 2014 (4 months)

Assisted with answering phones, scanning, filing, and various other clerical duties. Prepared technical reports by collecting, analyzing, and summarizing information and trends.

Microsoft Office Word Excel PowerPoint Outlook Customer Databases Typing

Apple Care Representative

Xerox / ACS

Nov 2012 - Oct 2013 (11 months)

Gathered information required, researched and resolved inquiries, and logged customer calls. Communicated appropriate options for resolution promptly and informed customers about services available.

Customer Service Call Handling Troubleshooting Training Escalation Management

Education

Degrees, certifications, and relevant coursework

ECPI University

Bachelor of Science, Information and Cybersecurity Operations

2025 -

Pursuing a Bachelor of Science in Information and Cybersecurity Operations, gaining in-depth knowledge in safeguarding digital information, risk management, and cybersecurity protocols.

ECPI University

Associate of Applied Science, Information Technology and Computer Networking

Completed an Associate of Applied Science in Information Technology and Computer Networking, with coursework in Information Technology, Computer Applications, and Computer Programming.