Caleb Hesson
Erie,Pennsylvania
Summary
Developed in fast-paced IT environment, bringing critical thinking and problem-solving skills to new challenges. Facilitated user support and managed hardware and software issues, ensuring smooth operation and client satisfaction. Seeking to transition into Information Security, leveraging technical expertise and solution-oriented approach alongside my passion for and knowledge of Information Security.
Overview
2
2
years of professional experience
1
1
Certification
Work History
IT Technician
Erie Insurance Group
01.2025 - Current
- Train Service Desk Technicians at Erie Insurance on information security and its application to a service desk environment.
- Collaborated with our Information Security team to help construct a secure remediation plan for over 20,000 user accounts, following the Information Security Event in 2025.
- Maintained a high-average performance rating ( and voice of customer rating since starting as a contractor in May 2024.
Associate IT Technician
Akkodis
05.2024 - 01.2025
- Provide technical support, resolving IT-related issues for employees and agents to ensure smooth operation.
- Assist in troubleshooting hardware and software problems, achieving a high resolution rate.
- Maintain documentation of service requests and incident resolutions to enhance the knowledge base and improve service delivery.
- Full-Time
Solutions Specialist
Wireless Zone LLC
07.2023 - 02.2024
- Achieved a 95% customer satisfaction rating through proactive support, enhancing customer retention.
- Attained 100% of monthly sales goals. Demonstrating exceptional product knowledge and enhanced customer satisfaction.
- Crafted compelling sales pitches that led to an increase in new customer acquisitions. Contributed to expanding the customer base and achieving sales targets.
- Full-time
Education
B.S. in Cyber Security - Cyber Security
MERCYHURST UNIVERSITY
Erie, Pennsylvania05.2023
A.A in General Education - General Studies
VALENCIA COLLEGE
Orlando, Florida05.2020
Skills
- Help desk support
- Technical troubleshooting
- Remote technical support
- Information security
- IT documentation
- Problem-solving
- Teamwork and collaboration
Websites
Accomplishments
Promoted from Associate IT Technician to IT Technician on October 30th, 2025
Certification
- Security +, CompTIA - Apr 2023-2026
Timeline
IT Technician
Erie Insurance Group
01.2025 - Current
Associate IT Technician
Akkodis
05.2024 - 01.2025
Solutions Specialist
Wireless Zone LLC
07.2023 - 02.2024
B.S. in Cyber Security - Cyber Security
MERCYHURST UNIVERSITY
A.A in General Education - General Studies
VALENCIA COLLEGE