Resume
Cesar Franco
IT Support Specialist · Entry-Level SOC Analyst · Dallas-Fort Worth, TX
Dallas-Fort Worth, TX · cafraventures@icloud.com · linkedin.com/in/cesarcfranco · cesarf.com
Summary
Bilingual IT support professional with 7+ years of experience in regulated, customer-facing environments and a growing foundation in technical support. Skilled in authentication troubleshooting, access controls, incident documentation, Windows/macOS support, and strict audit-ready procedures that translate well to Tier 1 support and SOC workflows.
Experience
AI Workflow & Process Improvement Consultant
cesarf.com · Self-Employed · DFW (Hybrid)- Document client workflows and produce step-by-step PDF playbooks, prompt libraries, and SOP-style guides that mirror Tier 1 knowledge-base authoring.
- Coach non-technical users on safe AI use, data privacy, output validation, and security-awareness habits.
- Set up and troubleshoot audio-visual equipment, laptops, displays, and peripherals for on-site client sessions.
- Translate technical concepts into plain-language PowerPoint/Keynote presentations tailored to client environments.
New Accounts Representative
Ciera Bank · Flower Mound, TX- Troubleshoot login, MFA, and digital banking access issues, walking customers through credential resets, browser/device checks, and security prompts.
- Provide bilingual technical support for online and mobile banking platforms, improving access for English- and Spanish-speaking users.
- Document customer interactions, issues, and resolutions in core banking systems to support audit readiness and consistent service quality.
- Operate within strict access controls, dual-control procedures, and KYC/CIP requirements when opening accounts and processing wire transfers.
- Maintain and reconcile internal Excel logs to validate customer data across systems and reduce data-integrity issues.
IT Support Technician
Freelance / Personal Projects · Dallas-Fort Worth, TX- Provide desktop, laptop, and printer support for friends and small business owners, including hardware/software diagnosis, driver installation, wireless printing, and new-device setup.
- Troubleshoot Windows 10/11 and macOS issues, including startup problems, account/profile errors, network connectivity, and peripheral configuration.
- Configure home and small-office network devices, routers, access points, basic Wi-Fi security, and user-facing MFA/password practices.
- Maintain a personal knowledge base of common issues and step-by-step resolutions, simulating ticket and KB-article practices used in IT service desks.
Quality Control Loan Coordinator I
SouthState Bank · McKinney, TX (Hybrid)- Investigated data discrepancies in core banking systems by reviewing records, tracing root causes, and coordinating fixes across teams.
- Documented issues, remediation steps, and outcomes to create clear audit trails and reduce recurring errors.
- Built and interpreted operational reports to surface data-quality trends and help leadership identify systemic issues before escalation.
- Worked daily in a hybrid model using Microsoft Teams, Zoom, and Outlook to coordinate with cross-functional partners and remote stakeholders.
- Validated and corrected loan data in core systems while operating under strict change-control and compliance requirements.
Financial Center Service Associate
Independent Financial · Lake Dallas, TX- Served as first point of contact for customer account and digital banking issues, troubleshooting login, transaction, and self-service problems.
- Researched and resolved discrepancies by reviewing system data, transaction history, and documentation.
- Followed branch security controls, including dual control, transaction approvals, and system overrides, to reduce operational and fraud risk.
- Documented interactions, findings, and resolutions in CRM/core banking systems to support audits, compliance reviews, and clear handoffs.
Financial Sales Advisor / Sr. Branch Associate
BBVA Compass · Carrollton, TX- Handled 20+ customer interactions per day, diagnosing issues and providing clear, step-by-step solutions under time pressure.
- Resolved complex transaction errors, fee disputes, and posting discrepancies by reviewing system records and applying documented branch procedures.
- Followed strict operational checklists and internal controls, balancing cash and reconciling differences daily.
- Educated customers on account features and digital banking security in accessible, non-technical language.
Projects & Home Lab
- Active Directory home lab: Built a Windows Server domain with users, groups, OUs, and basic Group Policy objects for password, lockout, and login-banner policies.
- Network+ study lab: Practiced subnetting, DNS/DHCP configuration, VPN setup, and packet inspection using virtual networks.
- Personal IT knowledge base: Maintains troubleshooting runbooks for Windows/macOS issues, printer setup, and Wi-Fi diagnostics.
- Security-awareness coaching: Trains freelance clients on phishing recognition, MFA, password hygiene, and safe AI/data-handling practices.
Education
B.S., Cybersecurity & Information Assurance
Western Governors University (WGU)Information Technology Coursework
Arizona State University (ASU)Software Developer Bootcamp, Full-Stack Developer
Coding Dojo · Dallas, TXProfessional Strengths
- Procedure-driven: 10+ years operating under strict, audit-ready procedures that map well to IT runbooks and SOC playbooks.
- Bilingual communicator: Resolves issues clearly for English- and Spanish-speaking users with varying technical comfort.
- Investigative troubleshooter: Trained to trace data and transaction discrepancies to root cause and document the fix.
- Calm under pressure: High-volume customer environments built the temperament needed for ticket queues and incident response.
- References: Available upon request.