James Franklin
Omaha,NE
Summary
Dynamic Security Operations Center Analyst with proven expertise at First Coast Security in incident response and vulnerability assessment. Enhanced threat detection processes, significantly reducing response times. Adept at log analysis and fostering teamwork, I excel in high-pressure environments, ensuring robust security measures and compliance monitoring to protect sensitive data.
Professional audio engineering expert equipped with comprehensive skills in sound mixing, editing, and mastering. Proven track record in optimizing audio quality for diverse projects and collaborating effectively with teams to deliver top-notch results. Adept at adapting to evolving project requirements and utilizing industry-standard software and tools to ensure exceptional audio experiences. Reliable, flexible, and results-driven in every endeavor.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Security Operations Center (SOC) Analyst
First Coast Security
07.2024 - Current
- Monitored security alerts and events to identify potential threats
- Assisted in incident response procedures, documenting actions taken
- Supported vulnerability assessments, contributing to risk management efforts
- Collaborated with team members to improve incident handling processes
- Participated in training sessions to enhance knowledge of security protocols
- Maintained documentation of security incidents and response activities
- Reduced false alarms by fine-tuning intrusion detection system configurations based on historical analysis of incidents.
- Identified root causes of security breaches through thorough investigation and analysis of log data.
- Provided technical support during high-priority incidents, ensuring timely resolution with minimal impact on business operations.
- Maintained accurate documentation of all SOC activities, facilitating knowledge sharing across the organization.
- Conducted comprehensive security assessments to identify risks and recommend mitigation strategies.
- Streamlined incident response processes for quicker threat detection and remediation.
- Monitored real-time security alerts to identify potential threats, significantly reducing incident response times.
- Initiated regular penetration testing to evaluate effectiveness of security measures.
- Recommend improvements in security systems and procedures.
Senior Audio Engineer
DIZZEL HA PRODUCTIONS LLC
Omaha, NE
04.2015 - Current
- Operated audio mixing consoles for live events and studio recordings.
- Collaborated with artists to shape soundscapes and achieve desired auditory effects.
- Conducted routine maintenance on audio equipment, ensuring optimal performance.
- Assisted in setting up sound systems for various productions and events.
- Edited and mixed audio tracks using industry-standard software tools.
- Monitored audio levels during recordings to maintain quality standards.
- Coordinated with production teams to align sound design with project objectives.
- Adapted quickly to changing production needs, enhancing workflow efficiency.
- Set up and tested equipment prior to events, broadcasts, and recordings.
- Mixed and mastered vocal arrangements and music compositions,, and optimized songs, and albums.
- Recorded speech and music in digital formats.
- Enhanced audio quality by expertly mixing and mastering recordings for various projects.
- Worked with video editors to synchronize audio with video segments.
- Maximized studio productivity through effective scheduling, setup, and teardown procedures for recording sessions.
- Set up, maintained and operated audio recording equipment and performed troubleshooting and audio system breakdown for broadcasts.
- Consistently met project deadlines through diligent time management and prioritization of tasks.
- Collaborated with producers and performers to determine and achieve desired sound for productions.
- Boosted client satisfaction rates by providing exceptional customer service and addressing concerns promptly.
- Separated instruments, vocals, and peripheral sounds and mixed during post-production stage.
- Prepared for recording sessions by selecting and setting up microphones.
- Implemented best practices in troubleshooting technical issues to minimize downtime during productions or recordings.
- Stayed up-to-date with latest audio engineering technologies and techniques through continuous professional development opportunities.
- Delivered top-notch audio content by skillfully editing, mixing, and mastering tracks to meet client specifications.
- Collaborated closely with producers and directors to ensure alignment of creative vision throughout the production process.
- Regulated volume level and sound quality during recording sessions.
- Elevated overall acoustic experience at live events through precise sound system calibration and monitoring techniques.
- Improved team communication by fostering an open dialogue between engineers, musicians, producers, and other stakeholders involved in projects.
- Supported artists'' performances by designing and implementing tailored sound environments for live events.
- Streamlined workflow efficiency by maintaining and organizing a clean, professional recording environment.
- Collaborated with clients to determine project scopes and set milestones.
- Maintained and repaired sound equipment.
- Enhanced sound quality and added various sound effects to recordings.
- Provided coaching on proper microphone usage to talent during recording sessions ensuring optimal capture of desired sounds.
- Contributed to business growth by actively networking within the industry to attract new clients and maintain existing relationships.
- Communicated with record pools, record labels, radio stations and DJ coalitions for song placement and artist branding.
- Created and maintained sound libraries and set up ambient sound microphones for crowd and cage.
- Implemented noise reduction techniques in post-production, elevating listener's experience by minimizing distractions.
- Led audio team in fast-paced environments, keeping projects on schedule and under budget.
- Managed audio equipment inventory, ensuring all gear was maintained and ready for use, reducing downtime.
- Customized live sound setups for corporate events, supporting clear communication and presentations.
- Solved complex audio issues during live events, ensuring uninterrupted performances.
- Pioneered use of virtual soundchecks, saving time and reducing need for talent to be present.
- Enhanced live concert experiences with setup and calibration of high-quality audio equipment.
- Conducted thorough sound checks before performances to guarantee optimal audio delivery.
- Coordinated with musicians and producers to capture perfect sound, leading to highly acclaimed album releases.
- Streamlined post-production workflows, reducing project turnaround times while maintaining audio fidelity.
- Mixed and mastered studio recordings, ensuring crystal-clear sound quality for diverse range of music genres.
- Enhanced clarity and impact of podcasts by mastering audio content for digital platforms.
- Facilitated seamless collaborations between audio and visual teams, enhancing overall quality of multimedia projects.
- Trained junior audio engineers, sharing best practices and cutting-edge techniques in sound engineering.
- Optimized recording studio acoustics, resulting in higher quality recordings and happier artists.
- Controlled microphones, sound levels and outputs to produce high-quality tracks for variety of clients.
- Mixed and edited audio for live and recording events.
- Collaborated with artists, producers and engineers to create audio recordings.
- Regulated sound qualities and volume levels during recording sessions to produce desired outcomes.
- Mixed voices, music and taped sound effects for live performances and pre-recorded events.
- Transformed video and audio recordings into digital formats for editing and archiving.
- Prepared, packed and transported audio equipment for events and location shoots.
- Operated and troubleshot sound systems for various events.
Walgreens Manager Shift Lead
Walgreens
Omaha, NE
12.2022 - 07.2024
- Managed daily store operations, ensuring compliance with corporate policies and procedures.
- Trained and supervised team members, fostering a collaborative work environment.
- Implemented inventory management techniques to optimize stock levels and reduce waste.
- Monitored sales performance and adjusted strategies to meet customer demands effectively.
- Resolved customer inquiries and complaints promptly, enhancing overall satisfaction ratings.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Supervised daily operations, ensuring compliance with company policies and procedures.
- Trained new team members on customer service standards and operational protocols.
- Managed inventory levels, conducting regular audits to maintain stock accuracy.
- Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction.
- Coordinated shift schedules, optimizing staffing levels for peak business hours.
- Assisted in loss prevention efforts by monitoring store activities and implementing safety measures.
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Trained and mentored new employees to maximize team performance.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Trained new employees on company policies, procedures, and best practices for optimal performance.
- Helped store management meet standards of service and quality in daily operations.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Completed cash and credit card transactions accurately using POS software.
- Resolved conflicts between employees to maintain positive and productive work environments.
Crew Manager
IIVS Interstate Vacuum Services
Omaha, NE
04.2014 - 05.2024
- Conducted regular staff meetings to communicate goals, expectations, and performance feedback.
- Developed promotional displays to drive product visibility and increase foot traffic in-store.
- Analyzed operational processes, identifying areas for improvement to enhance efficiency and productivity.
- Cross-trained existing employees to maximize team agility and performance.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Implemented process improvements that increased workflow efficiency among team members.
- Conducted performance evaluations, providing constructive feedback to team members.
- Kept employees operating productively and working on task to meet business and customer needs.
- Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.
- Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
- Established positive rapport with customers and staff members alike through strong communication skills.
- Enforced company policies and regulations with employees.
- Supported upper management during critical decision-making processes by providing valuable insights based on firsthand experiences from shift operations.
- Evaluated employee performance regularly, providing constructive feedback for growth opportunities within the team structure.
- Mentored team members in professional development activities that ultimately led to promotions within the organization.
- Cultivated an inclusive workplace culture that fostered teamwork and collaboration among diverse employees.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Supervised daily operations, ensuring compliance with company policies and procedures.
- Trained new team members on customer service standards and operational protocols.
- Coordinated shift schedules, optimizing staffing levels for peak business hours.
- Trained new employees on company policies, procedures, and best practices for optimal performance.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
Customer Service Sales Representative
Gustave A. Larson Company
Omaha, NE
03.2022 - 11.2022
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved marketing to attract new customers and promote business.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new team members on company policies and customer service protocols.
- Managed multiple customer accounts, ensuring timely follow-up and issue resolution.
- Documented customer interactions in CRM system for accurate record-keeping and reporting.
- Maintained product knowledge to provide accurate information and recommendations to customers.
- Handled escalated issues with professionalism, fostering positive customer relationships.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Created and maintained detailed database to develop promotional sales.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Identified and resolved discrepancies and errors in customer accounts.
Assistant Manager
5 Hart Logistics
Omaha, NE
08.2021 - 08.2022
- Collaborated with cross-functional teams to enhance service delivery and client satisfaction.
- Implemented feedback mechanisms to improve service processes based on customer insights.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new team members on company policies and customer service protocols.
- Managed multiple customer accounts, ensuring timely follow-up and issue resolution.
- Documented customer interactions in CRM system for accurate record-keeping and reporting.
- Handled escalated issues with professionalism, fostering positive customer relationships.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative
Timberline
Omaha, NE
03.2013 - 08.2016
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Sought ways to improve processes and services provided.
- Investigated and resolved accounting, service and delivery concerns.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Met customer call guidelines for service levels, handle time and productivity.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed timely and effective replacement of damaged or missing products.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Improved resolution time with effective problem-solving for customer complaints.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and backed up other customer service managers.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed multiple customer accounts, ensuring timely follow-up and issue resolution.
- Documented customer interactions in CRM system for accurate record-keeping and reporting.
- Handled escalated issues with professionalism, fostering positive customer relationships.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Bachelor of Arts - Audio Production
Full Sail University
Winter Park, FL03.2023
Skills
- Vulnerability assessment
- Endpoint security
- SIEM management
- Threat intelligence
- Log analysis
- Incident response
- Intrusion detection
- Identity management
- Data loss prevention
- Operating system security
- Access control
- Security awareness training
- Penetration testing
- Mobile security
- Virtualization security
- Physical security
- Wireless security
- Problem-solving
- Attention to detail
- Incident response management
- Analytical thinking
- Security protocols
- Data analysis
- Compliance monitoring
- Risk management
- Intrusion test oversight
- Threat hunting
- Information protection
- Data security
- Procedure documentation
- Telecommunications systems
- Security assurance
- Security planning
- Teamwork
- Teamwork and collaboration
- Time management
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Relationship building
Certification
Forklift Certification
Timeline
Security Operations Center (SOC) Analyst
First Coast Security
07.2024 - Current
Walgreens Manager Shift Lead
Walgreens
12.2022 - 07.2024
Customer Service Sales Representative
Gustave A. Larson Company
03.2022 - 11.2022
Assistant Manager
5 Hart Logistics
08.2021 - 08.2022
Senior Audio Engineer
DIZZEL HA PRODUCTIONS LLC
04.2015 - Current
Crew Manager
IIVS Interstate Vacuum Services
04.2014 - 05.2024
Customer Service Representative
Timberline
03.2013 - 08.2016
Bachelor of Arts - Audio Production
Full Sail University