Rapid learning
I build working mental models quickly, then test them against real evidence until they are reliable.
Cybersecurity leader · solutions architect · veteran
I turn complex systems into clear paths forward.
I’m Matthew Franks, a cybersecurity solutions and escalation engineering leader working across customer-facing security escalations, endpoint security, XDR, IDS/IPS, automation, and security architecture. I learn new domains quickly, lead multi-stakeholder technical engagements, and turn field evidence into clear engineering action.
01 / Approach
Learn fast.
Make it useful.
The common thread in my career is adaptation: learn an unfamiliar system, find the signal in the noise, and leave behind something that helps the next person move faster.
AI with judgment
I use AI to accelerate research, synthesis, documentation, and automation with verification and a human in the loop.
Technical leadership
I translate customer evidence into engineering action and create clarity across support, product, and development teams.
Calm under pressure
Military service and customer-critical operations shaped a steady, disciplined approach to difficult decisions.
Applied AI
AI is a force multiplier.
Judgment is the control plane.
I approach AI as a practical capability, not a novelty: use it to shorten feedback loops, uncover patterns, and make expertise more accessible while keeping security, validation, and ownership firmly human.
02 / Experience
Built at the intersection of people and systems.
Cybersecurity Escalation Engineering
Progressed from Customer Support Engineer to Software Escalation Engineer. Today I am a Technical Leader for Tier 3 escalation support across Cisco Security products including XDR, Secure Endpoint, Secure Malware Analytics, Endpoint Visibility Module, and Orbital.
Cyber Operations & Signals Intelligence
Advised leadership on cyberspace operations and the integration, operation, and management of cyber assets. Trained and evaluated cyber personnel; developed technical SOPs, policies, and job qualification standards.
03 / Selected work
Useful beats ornamental.
A couple examples of turning recurring friction into reusable tools and guidance. Many other projects cannot be shared externally due to customer data sensitivity.
Diagnostic tooling
Windows Health Checker
Created and maintain a host-level diagnostic tool to surface actionable insights and help prevent unnecessary technical-assistance cases.
Supportability · Diagnostics · View project ↗
Performance tooling
Windows Tuning Tool
Built a Python tool that surfaces top file and process scans to guide Secure Endpoint connector performance tuning.
Python · Analysis · View project ↗
Technical guidance
Documentation that resolves
Published internal guidance, documentation, processes, and presentations for configuration, troubleshooting, and customer guidance for a variety of Cisco products.
Configuration · Troubleshooting · Customer guidance04 / Foundation
Technical depth, broadened by service and study.
Certification
Certification
Education
Education
Splunk Core Certified User
Splunk · Issued July 2026 · Valid through July 2029
2026
CertificationCisco Certified DevNet Specialist
Security Automation and Programmability · Active until 2028
2020
CertificationCCNA Automation
Cisco · Active until August 2029
2020
CCNA Routing & Switching
Cisco · Expired
2015
B.S. Business Administration & Management
Fayetteville State University · Magna Cum Laude · 4.0 GPA
2013
A.A. Modern Standard Arabic
Defense Language Institute
2009
05 / Contact
Have a difficult problem worth solving?
I’m always interested in thoughtful conversations about cybersecurity leadership, support engineering, and practical AI.