Derrick Pearson Jr
Information Technology
MI
Summary
I am a dedicated and adaptable Information Technology Student with a focus on the IT field. Experienced in managing technical equipment, implementing cybersecurity measures, providing exceptional support to ensure optimal system functionality, and GREAT customer service. Seeking to leverage technical expertise and passion for innovation to secure a challenging IT position within a dynamic organization.
Overview
3
3
years of professional experience
Work History
Support Agent
LiveOps
10.2022 - Current
- Provided technical support to Live Ops customers, troubleshooting software and hardware issues efficiently
- Utilized SARS metrics to measure and improve customer satisfaction rates
- Consistently met or exceeded performance targets, including average handle time and first call resolution rate
- Collaborated with cross-functional teams to escalate and resolve complex technical issues promptly
- Actively participated in ongoing training and development programs to stay updated on latest technologies and support techniques.
- Managed approximately 40-90 incoming calls, emails, and faxes per day from customers.
Information Systems Tech
Menards
08.2021 - 01.2024
- Managed all technical equipment within Menards, ensuring optimal functionality and performance
- Collaborated with Programming, Hardware Support, Networking, Windows Administration, Project Management, Data Management, and Technical Architecture departments to address technical needs effectively
- Implemented cybersecurity measures to safeguard Menards systems and data against potential threats
- Developed and executed strategies for data protection, resulting in 25% reduction in security incidents
- Conducted regular vulnerability assessments and penetration testing to identify and mitigate potential security risks
- Implemented SARS (Specific, Achievable, Relevant, and Time-bound) metrics to measure effectiveness of security protocols and initiatives
- Improved incident response time through the implementation of automated alert systems and streamlined processes.
Education
Associate of Applied Science - Information Technology Cyber Security
Delta College
Saginaw, MI04.2025
High School Diploma -
Heritage High School
Saginaw, MI06.2022
Skills
- Strong technical skills in Programming, Hardware Support, Networking, Windows Administration, Project Management, and Data Management
- Excellent problem-solving and troubleshooting abilities
- Effective communication and interpersonal skills
- Proven ability to work collaboratively in cross-functional teams
- Strong attention to detail and ability to manage multiple tasks simultaneously
- Advanced knowledge of Microsoft Word, Excel, and other productivity applications
- Proficient in business communication, both written and verbal
- Great customer support
- Data Entry
- Quick Learner
- Troubleshooting skills
- Calm and Professional Under Pressure
References
- Justin VanSumeren, Citibank Global Coordinator, (989)491-5015
- Sophia Zaragoza, Menards Hr. Assistant, (989)395-4735
- Jacob Peterson, Menards Manager, (989)-250-5519
- David Brenner, (Personal) Co-worker, (989)698-5834
Quote
Almost everything worthwhile carries with it some sort of risk, whether it’s starting a new business, whether it’s leaving home, whether it’s getting married, or whether it’s flying into space.
Chris Hadfield
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
HybridRemoteOn-SiteImportant To Me
Company CultureWork-life balanceCareer advancementTeam Building / Company RetreatsPaid sick leaveHealthcare benefits401k matchPaid time offWork from home optionAccomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Recipient of individual and departmental awards for providing stellar client service.
- Increased number of resolved job tickets by 17% over previous year.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Resolved product issue through consumer testing.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Support Agent
LiveOps
10.2022 - Current
Information Systems Tech
Menards
08.2021 - 01.2024
Associate of Applied Science - Information Technology Cyber Security
Delta College
High School Diploma -
Heritage High School