James Franklin

About James Franklin

With a solid background in technical support and sustainable entrepreneurship, my journey…

Experience

1. Help Desk Analyst L

   Keiter CPAs

   Jan 2022 — Present

   Field incoming help requests from end users via both telephone and e-mail in a courteous manner • Perform office moves and changes as they are submitted by IT Manager and/or Network Administrator at local and remote sites • Perform new employee equipment inventory implementation including setting up workstations and personalizing equipment for immediate use by the new employee • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue • Develop and maintain an inventory of all desktops, laptops, monitors, keyboards, and other components and equipment • Build rapport and elicit problem details from staff and partners • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician or manager • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution • Apply diagnostic utilities to aid in troubleshooting • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution • Identify and learn appropriate software and hardware used and supported by the organization • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications • Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment • Install anti-virus software • Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals • Maintain an inventory of IT equipment and peripherals for repair/replacement – order as necessary • Test fixes to ensure problem has been adequately resolved

Education

• John Marshall High School

  HIgh School Diploma

  2004 — 2007

• ECPI University

  Associate's degree, Cyber Security

  2019 — 2019

• Virginia College

  Network Technician

  2017 — 2019