Manager Project

ERIC J. ROBERSON

PO Box *****, Houston, TX *****-6807

Telephone: 713-***-**** E-mail: ****.*.********@*****.***

CAREER OBJECTIVE

Sr. IT Infrastructure or Lead Technical Support Position in Enterprise

Networking Environment

PROFILE

Results driven information technology professional with more than 15 years

experience in Fortune 100 companies using cutting edge technologies.

Microsoft Certified Professional (MCP) committed to professional

development and continuing education. Able to work in broad array of

network environments, with demonstrated superior analytical skills -

necessary to troubleshoot while working with multiple operating systems and

software applications. In-depth experience with development and

maintenance of knowledge management systems and technical editing.

Disciplined team leader and project manager, able to prioritize according

to business needs. Superior understanding of, and strong commitment to the

delivery of excellence in customer service. Solid interpersonal skills

with the ability to forge long standing solid business relationships,

adding value through technology. Able to work effectively under extreme

pressure in mission critical environments on business critical

applications.

PROFESSIONAL EXPERIENCE

August, 2010 - Present

AccessData Group (Software Development Corporation with >500 employees)

14531 FM 529 Ste. 225

Houston, TX 77095

Position: Technical Account Manager - Computer Forensics & Litigation

Support (Global Technical Support)

Provide support to external and internal customers on Forensic Toolkit

(FTK) and Summation iBlaze software suites. Diagnose network connectivity

issues & database warehousing; troubleshoot, install, and configure

upgrades of software suites; assist customers in performing forensic and

eDsicovery examinations for custodians on their enterprise networks.

Utilize advanced knowledge of Electronic Discovery Reference Model (EDRM)

and Federal Rules of Civil Procedure (FRCP).

Highlights

. Achieved 100% problem resolution of all trouble tickets as Technical

Account Manager (TAM).

. Created product feedback loop by regularly coordinating with customers,

software development, and escalations team suggesting improvements,

enhancements, and fixes for forensics and litigation support (eDiscovery)

software suites.

. Took a leadership role in training and coaching employees on both

forensics and litigation support software suites.

. Led team in the development of flexible and globally accessible knowledge

management system. In this role authored, edited, reviewed, and

published online technical content to Google Docs Knowledgebase.

. Personally secured long term revenue stream through strong customer

relationships and partnering with sales managers.

August, 2005 - August 2010

Symantec Corporation (Multi-National Software Development Corporation with

>17,000 employees)

5151 San Felipe Ste. #2400

Houston, TX 77056

Position: Senior Technical Account Manager - IT Security & Compliance

(Global Enterprise Support)

Provide support to external and internal customers on IT Security &

Compliance software suite. Diagnose network connectivity issues &

database warehousing; troubleshoot, install, configure, upgrades of

software suites; assist customers in performing risk assessments and

implementing vulnerability management solutions for their enterprise

networks. Utilize advanced knowledge of IT compliance policies, laws, &

benchmarks including COBIT, CAN-SPAM, HIPPA, SOX, and ISO.

Highlights

. Achieved >90% problem resolution of all trouble tickets as Senior

Technical Support Engineer.

. Received company wide customer satisfaction award 3 months running - the

only person in the 2,400 member support organization to ever achieve this

level of customer satisfaction.

. Created product feedback loop by regularly coordinating with software

development and escalations team suggesting improvements, enhancements,

and fixes for security software suite.

. Took a leadership role in training and coaching employees at remote

locations, including Indian support technicians to improve service and

delivery of "follow-the-sun" support initiatives.

. Appointed as lead knowledge management (KM) coach for 40 person

organization, following executive review of content authors. In this

role authored, edited, reviewed, and published online technical content.

. Reduced core support demand by authoring 5 of the top 10 knowledgebase

solutions in 2008; maintained a style sheet of OS boilerplate warnings

and created an editing guide that was adopted as a template by technical

support staff globally.

. Selected to lead company wide diversity sub-group, creating online

content and cultural enrichment activities to enhance quality of working

life for Symantec employees.

. Personally secured long term revenue stream through strong customer

relationships and partnering with sales managers.

January, 2005 - August, 2005

Genesis Energy, L.P. (National Fortune 1000 Energy Company with >200

employees)

919 Milam Ste. 2100

Houston, TX 77002

Position: Help Desk Administrator & MIS Programmer - with 24/7

availability

Provide all IT & MIS related services to a user population of approximately

200 people. Diagnosis of network connectivity issues, ODBC issues;

validation of group policies, permissions, user account rights; daily

backups and file restores, patch management and hardening of desktop and

server operating systems; managed messaging servers and performed server

capacity planning; routinely tutored and trained users about effective use

of array of software, network, and messaging systems; produced regular

statistics and reports for CIO regarding the health of network and systems.

Highlights

. Achieved 100% problem resolution of all trouble tickets as company's only

helpdesk administrator/desktop tech.

. Installed, configured, and supported Windows XP Professional on

enterprise network (tech to user ratio =1:206).

. Created savings by scripting Microsoft Office XP to install silently

across the network without user intervention.

. Migrated Windows 9X, NT, and 2000 clients to Windows XP at headquarters &

remote sites; implemented the use of imaging software company-wide in

order to create a better managed, more standardized operating system

environment.

. Researched and adopted best practice approach to maintaining messaging

system by separating mailbox data files and Lotus Domino program files-

project required complete migration of each user's messaging mailbox

(approx. 200 mailboxes).

. Developed proposal for, authored, and distributed a bi-weekly MIS

newsletter via e-mail to better educate the end-user community on

effective use of computing, networking, and IT security.

November, 2000 - November 2004 (Rehired as critical support resource four

months after bankruptcy)

Enron L.L.C. (Multi-national Fortune 50 Energy/Financial Company with

>21,000 employees)

1221 Lamar Ste. 1600

Houston, TX 77002

Position: Specialist-IT Infrastructure, Trader Support Group (TSG) & North

America Resolution Center

Member of 24 person group supporting a myriad of users including IT

developers, commodity traders, executives, and remote users.

Responsibilities included diagnosis of network connectivity issues, ODBC

issues; validation of group policies, permissions, and rights of users'

accounts; verify and troubleshoot applications silently installed across

enterprise network.

Highlights

. Achieved 100% problem resolution of escalations desktop support

specialist and >80% 1st calls as helpdesk analyst.

. Managed project to install, configure and support Microsoft Windows 2000

Professional & Windows NT Workstation 4.0 over enterprise network (tech

to user ratio =1:178).

. Managed and maintained IT contacts database including purges and adding

records, querying database at quarterly intervals to update information,

working closely with senior management to update team rosters and teams'

roles and responsibilities.

. Designed and produced Remedy status reports utilizing advanced search and

query options.

. Managed migration project for Windows NT 4.0 Workstation & Lotus Notes R5

to common operating environment of Windows 2000 Professional & MS

Exchange/Outlook 2000 (600 workstations).

. Performed technical desktop support under extreme pressure to high-volume

trading floor to ensure that mission critical applications had full

functionality. In this environment a few seconds delay can cost

$millions.

. Helped organize emergency response teams to combat network virus

outbreaks including code red worm & nimda that infected Windows 2000 IIS

web servers.

February, 1998 - September, 2000

Dynegy Inc. (Multi-national Fortune 100 Energy Convergence Company with

>6,000 employees)

1000 Louisiana Ste. #5800

Houston, TX 77002-5050

Position: Analyst-Infrastructure, Desktop & Model Office (DMO)

PC desk side support position responsible for troubleshooting of both

hardware and application functionality for users with a broad variety of

business needs including traders, executives, attorneys, & developers.

Configured and tested new and existing users PCs for e-mail, WIN NT, &

Novell accounts for Novel, UNIX, and Citrix ICA clients. Diagnosed common

network connectivity issues. Installed and supported Tivoli Remote Control

Agent, conducting usability studies and script testing.

Highlights:

. Achieved 100% problem resolution of front end desktop issues on mission

critical 2nd & 3rd level problem escalation.

. Managed large migration project to move Windows 3.11, Windows 95, MS

Outlook & MS Mail clients to common computing environment of Windows NT

4.0 Workstation & Lotus Notes 4.6

. Evaluated and prepared report with recommendations for new desktop and

laptop hardware platforms for common computing project, ensuring

compatibility with proprietary legacy systems.

. Built operating system computer images from scratch using Ghost 6.0

and/or Power Quest Drive Image (PQDI.) Managed lifecycle &

decommissioning of legacy images based on business needs or technological

advancements.

. Managed asset database for all PCs deployed including the specialized

components of high-end trader workstations utilizing Tivoli Asset

Management, producing monthly reports of all new hardware deployments and

upgrades.

. Acted as move coordinator leading team of 20 during period of intense

growth in business transactions, employee population, and infrastructure

to ensure business continuity.

EDUCATION

UNIVERSITY OF HOUSTON - DOWNTOWN (UHD) Houston, TX

Graduated 2009 B.S. Professional & Technical Writing

January 2010 - May 2012 M.S. Professional Writing and Technical

Communication (MSPWTC)

Studies Include: Editing, Ethics, Desktop Publishing, Intensive Grammar,

Legal Writing, Publishing for the Web, Research Methods & Statistics,

Rhetoric

Graduate Studies Include: Intercultural & World Communication, Medical

Writing, Project Management, Rhetorical Theory & Criticism, Technical

Editing, Visual Design Theory, Writing for Social Media

Special recognition: Member of Sigma Tau Delta International English Honor

Society, Graduated Highest Honors - GPA 4.0, M.S. Technical Communication

anticipated graduation May 2012

HOUSTON COMMUNITY COLLEGE Houston, TX

Graduated 2002 Associates of Science, High Honors

Graduated 2005 Associates of Applied Science, Networking &

Telecommunications - MCSA

123 Undergraduate Hours Accumulated

Special recognition: Member of Phi Theta Kappa International Honor

Society, Deans list 5 consecutive semesters,

2004 National Science Foundation Scholarship Recipient, Graduated 2002 &

2005 with High Honors - GPA 3.7

LOUISIANA STATE UNIVERSITY (LSU) Baton Rouge, LA

Fall 1993-Spring 1995

48 Undergraduate Hours Accumulated - Computer Science & Psychology

SCHOLARLY AND PROFESSIONAL AFFILIATIONS

American Medical Writers Association (AMWA) - Southwest Chapter

Member since 2009

Houston Community College Eagle Alumni Foundation - Lifetime Member

Member since 2005

Out & Equal Workplace Advocates - Houston Affiliate

Member since 2010

Phi Theta Kappa International Honor Society of Two Year Colleges

Member since 2002

Sigma Tau Delta International English Honor Society

Member since 2008

Society for Technical Communication (STC) Member

since 2008

TECHNICAL SKILLS

SOFTWARE

Adobe CS3 and AccessData Data Feeds Intercontinental

Photoshop eDiscovery 3.3, (Bloomberg/Reuter Exchange (ICE)

Enterprise 3.3, and s/

FTK 4.0 BRIDGE Telerate)

Lotus Notes R5 McAfee & Symantec MS Technet & MS Office 2007

Client Antivirus Decision Support Professional &

Tools Outlook

SQL Server 2005 VPN Clients & RAS Novell Netware Nucleus/FOS

4.11

ODBC Drivers Oracle 10g Real time energy/ Remedy Case

derivatives Management

trading

RMS Console & Summation iBlaze Symantec Control Symantec Enterprise

Information 3.1 & CaseVantage Compliance Suite Security Manager 6

Server 6.2 10

Symantec Veritas Tivoli Asset Tivoli Software Vantive

Backup Exec Management Distribution

HARDWARE

Cable & DSL Dual/Quad PCI Video Handhelds & Pocket IDE & SCSI Desktops

Modems Cards PCs

Laptops & Dial LANS/WANS/Hubs & Reimage PCs using Video Conferencing

Up Networking Cisco Routers Ghost/PQDI & Avistar

TCP/IP & Novell Wireless Networking Virtual Private

Networking Technologies Networking (VPN)

OPERATING SYSTEMS AND PROGRAMMING LANGUAGES

Mac iOS/ Microsoft DOS Windows 9X UNIX (Linux, Solaris

iPhone/iPad 6.22 10)

Windows NT 4.0 Windows 2000 Windows Server 2003 Windows Server 2008

Windows Vista Windows XP BASIC CSS/HTML

Visual C++ Turbo Pascal

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