Steven Franklin

Aspiring IT Support and Cybersecurity professional with a strong foundation in troubleshooting, user support, and security fundamentals. Completed hands-on cybersecurity training through the University of Texas at Arlington, gaining experience with Windows and Linux environments, networking concepts, and security monitoring tools. Highly motivated to learn, grow, and develop within an IT Help Desk or Service Desk role by supporting end users, resolving technical issues, and building practical experience in enterprise IT environments.

SUMMARY

Aspiring IT Technician with a strong customer-support background and hands-on exposure to troubleshooting

operating systems and applications in lab and production-adjacent environments. Known for clear

communication, methodical problem-solving, and detailed documentation. Motivated to begin a career in

technical support by learning structured support processes, assisting customers effectively, and escalating

issues appropriately.

TECHNICAL SKILLS

Technical Foundations: Windows 10/11, macOS, basic Linux familiarity, software and system troubleshooting

Support Practices: Issue triage fundamentals, documentation, ticket workflows (exposure), escalation

awareness

Tools: Microsoft Office, Microsoft Teams, Jira (exposure), GitHub (labs and documentation)

Communication: Customer-facing communication, translating technical concepts into clear guidance

PROFESSIONAL EXPERIENCE

Advanced Diabetes Supply – Grand Prairie, TX

New Patient Care Specialist | 2022–2025

- Served as a primary point of contact for customers in a regulated, high-volume environment

- Investigated system, access, and workflow issues and routed them using established procedures

- Maintained accurate documentation to support follow-up and resolution

- Communicated clearly and professionally with users under time-sensitive conditions

Living Spaces – Grand Prairie, TX

Sales Manager / Associate | 2019–2021

- Supported staff with internal tools, systems, and onboarding processes

- Explained processes and system usage to non-technical team members

- Maintained training materials and supported daily operational needs

TECHNICAL PROJECTS & LABS

IT Support & Troubleshooting Labs

- Practiced diagnosing OS and application issues in Windows and macOS environments

- Replicated common user-reported problems and documented resolution steps

EDUCATION & CERTIFICATIONS

CompTIA Security+ Certification

Google Cybersecurity Certificate

University of Texas at Arlington – Cybersecurity Bootcamp

Texas State Technical College – AAS, Visual Communication & Technology

University of Texas at Arlington - CyberSecurity Certification

Comptia Security +