Contact me directly to inquire about my current position. I may be reached at (713) 397-6755 or eric.j.roberson@gmail.com

Sr. Technical Writer and Information Developer for HP Inc.’s Security-as-a-Service, Device-as-a-Service, and Cloud-First strategies, supporting a cross-functional team of account and sales specialists, business analysts, developers, product managers, IT architects, technical support engineers, solutions specialists, and user experience (UX) designers.

• Consultant for construction, energy, & telecommunications company with >32,000 employees worldwide; embedded with a team of IT security analysts, providing unified communications for broad audiences with varying business needs C-suite Leaders, knowledge workers, field & plant workers, & IT pros.• Managed all areas of technical communication projects including planning & analysis, content management & development, organizational design, written & visual communication, editing, and production/delivery.• Collaborated cross-functionally, 1:1, and in small groups to deliver high-quality documentation, in the right formats, to the right people, at the right time: audience, purpose, & context.• Employed Plain Language Guidelines to make technical content easier to read, understand, and use.• Partnered with Project Manager & SMEs to develop user guides for software such as Qualys, McAfee, Cylance; developed compliance policies, procedures, & workflows based on SANS Top 20 & NIST Cybersecurity Framework. • Collaborated cross-functionally with Marketing & Communications—and under the direction of IT Leadership—on a marketing plan to educate employees on cybersecurity risks and to reinforce training initiatives.• Remediated support topics into short 3-5 min. training videos to deliver just-in-time information • Served as SharePoint administrator for IT Compliance, Security, & Disaster Recovery sites; streamlined the sites with a consistent look and feel; created SharePoint surveys for product feedback loops & user acceptance tests.

• Served on IT Communications Knowledge Share committee to introduce Microsoft SharePoint for IT staff to share information both internally among peers and externally with business customers.• Authored & published technical content including knowledgebase solutions for a primary audience of IT professionals and a secondary audience of business users. • Downloaded, tested, and deployed Microsoft WSUS and Adobe patches for >17K workstations to ensure business continuity; in this role, authored and configured change control requests and produced SCCM compliance reports for Patching & Vulnerability Assessment Team review.• Led cross-functional project teams in the diagnosis of root causes, which included 3rd party vendor relations, and prepared root cause analysis reports for IT Leadership to improve service delivery and ensure business continuity.• Performed vulnerability assessment and daily monitoring of MS Forefront and McAfee antivirus agents to ensure health of desktop operating systems and protect infrastructure from exploits, threats, and vulnerabilities.• Nurtured strong customer relationships by partnering with other IT support, infrastructure operations, and IT applications development teams to deliver world-class support to business users.• Participated in emergency on-call rotation for tier 3 support, solving issues at manufacturing facilities to ensure business continuity; when necessary, escalated major network or application outages to backline teams. • Represented Production Support Team during change advisory board meetings; in this capacity, prepared and executed changes for SCCM workstation patches for all computers on a global enterprise network.• Troubleshoot advanced issues for SCCM agents related to agent health, application delivery, application installation, data collection, and security patch installation failures.

• Achieved 100% problem resolution of trouble tickets as only IT desktop support specialist at company headquarters.• Member of 12-person team supporting myriad users with a broad array of business needs, including executive leadership, applications developers, legal, finance, and remote users.• Performed concierge level desktop support under extreme pressure to top executives and business directors to ensure that mission-critical applications had full functionality. In this environment a few seconds delay could cost $millions. • Liaised directly with company’s onsite general counsel who had no legal support staff to ensure company compliance, business continuity, and contractual obligations during a period where company was emerging from bankruptcy from previous spin-off. • Led team in the development of flexible and globally accessible knowledge management system to reduce core support demand. In this role authored, edited, reviewed, and published online technical content to knowledgebase.• Produced getting started guides, newsletter articles, and quick reference charts for business users and executive admins on myriad topics, such as using video conferencing equipment, mobile devices, and software applications.• Managed multiple migration projects including Windows XP to Windows 7 and Office 2003 to Office/Outlook 2010 clients for headquarters & remote users; implemented the use of SCCM imaging software in a standardized operating system environment. (tech to user ratio =1:126).• Deployed and configured telephony equipment including Avaya 9600 series fixed phones & iPhone and Android phones.• Participated in emergency on-call rotation for IT Support Center, solving issues at manufacturing facilities to ensure business continuity; when necessary, escalated major network or application outages to backline response teams.

Responsible for all aspects of implementation, troubleshooting and maintenance of commercial eDiscovery, Computer Forensics, and Litigation Support products for multiple Enterprise accounts. Acted as a liaison between customers, internal support, software development, and sales teams as single-point-of-contact. Possess in-depth knowledge of computer forensics and information risk management concepts.Higlights:• Provided pre- & post-sales support to domestic and international accounts and new clients through on-site and remote implementation, troubleshooting, and maintenance of enterprise-class eDiscovery, Forensics, and Litigation Support products.• Supported customers in conducting computer forensic examinations and mitigating future risks.• Provided onsite technical training and support for customers and worked with internal training and support staff to ensure that customers were able to fully utilize and use software suites.• Troubleshot complex IRM software applications utilizing diagnostic skills related to software and hardware setup, database management, data analysis, and operating system configuration.• Collaboarted with sales teams to further the development of business relationships with customers, resellers and value-added service providers.Personally secured long term revenue stream through strong customer relationships and partnering with sales managers.• Provided superior customer care through effective communication, responsive follow-through, and advocacy for client issues within internal departments. • Collaborated extensively with peers, sales, quality assurance, and product development teams in problem resolution while actively contributing to a growing knowledge base to improve the effectiveness and delivery of technical solutions for customers. • Analyzed new computer forensic technology and cutting-edge solutions and assessed customer related trends providing appropriate feedback to sales, engineering, and leadership teams.

Position: Sr. Technical Account Manager (TAM) / Sr. Technical Support Engineer / Knowledge Management Lead (Global Enterprise Support)Provided support to external and internal customers on IT Security & Compliance software. 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.Diagnosed network connectivity issues & database warehousing; troubleshoot, install, configure, upgrades of software suites; assisted customers in performing risk assessments and implementing vulnerability management solutions for their enterprise networks. Utilized advanced knowledge of IT compliance policies, laws, & benchmarks including COBIT, HIPPA, SOX, and ISO.Tested quarterly service pack releases in VM Ware environment before releasing fixes to customers.Highlights:• 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.• Received company-wide customer satisfaction award 3 quarters 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 & escalations team suggesting improvements, enhancements, and fixes for security software suite.• Took a leadership role in training & coaching employees at remote locations, including Indian & Irish support techs to improve service and delivery of “follow-the-sun” support initiatives.• Personally secured long-term revenue stream through strong customer relationships and partnering with sales managers.

Co-leader for cross functional, company-wide diversity subgroup, responsible for developing online content, planning, and executing global events, and coordinating cultural enrichment activities to enhance the quality of work life for all Symantec employees. Under the broad direction of our executive sponsor, we doubled our membership and always delivered results under the constraints of a very limited budget. Co-leading the group required outstanding organizational skills, effective communication, and inspiring employee participation while balancing multiple projects, priorities, and deadlines. The company’s many stakeholders benefited because of increased employee engagement, recruitment, increased retention, and talent development.

Internship (Temporary) Position for Associates of Applied Science degree in Networking & Telecommunications-MCSAPosition: Help Desk Administrator & MIS Programmer – with 24/7 availabilityProvided IT & MIS related services to a user population of approximately 200 people including finance and C-suite executives. Highlights:• Achieved 100% problem resolution of all trouble tickets as company’s only helpdesk administrator/desktop tech (tech to user ratio =1:206); provided all IT & MIS related services for customers including concierge-level exec support.• Routinely tutored and trained users about effective use of an array of software, network, and messaging systems; produced regular statistics and reports for CIO regarding the health of network and systems.• 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.• Performed daily backups and file restores, patch management and hardening of desktop and server operating systems.• Installed, configured, and supported Windows XP Professional on enterprise network (tech to user ratio =1:206).• 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.• 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.

Position: Specialist—IT Infrastructure, Trader Support Group (TSG) & North America Resolution Center Member of elite 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.

Position: Analyst—IT Infrastructure--Desktop Support & Model OfficePC deskside support position responsible for troubleshooting of hardware and application functionality for users with a broad variety of business needs including traders, execs, attorneys, & developers. Configured & tested new and existing users PCs for email, WINNT, & Novell accounts for Novel, UNIX, and Citrix ICA clients. Diagnosed common network connectivity issues.Highlights:• Achieved 100% problem resolution of all PC desktop issues on mission- critical 2nd/3rd level problem escalation.• Acted as move coordinator during period of intense growth in business transactions, employee population, and infrastructure to ensure business continuity. Took a leadership role by facilitating group during 12-week absence of team lead.• Evaluated and prepared reports with recommendations for new desktop & laptop hardware platforms for common computing environment lifecycle project, ensuring compatibility with 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 and technological advancements.• Used Tivoli Remote Control to respond to customer issues & provide tutorial assistance for distance users. • Used Tivoli Remote Control to respond to customer issues & provide tutorial assistance for distance users.• Migrated Windows 3.11, Win 95, MSOutlook & MSMail clients to common computing environment of Windows NT 4 & Lotus Notes.• 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.

Position: Help Desk Specialist 2/Team Leader Prepared customer correspondence to answer frequently asked technical questions, used decision support tools (CBR32 & TECHNET) to respond to common customer work/service order inquiries and requests.Highlights:• Solved computer problems through a variety of solutions including application and hardware functionality or providing tutorials.• Troubleshot & resolved Windows peer-to-peer network functionality issues of networks of 10 or less workstations.• Entered and updated essential customer demographic information into Vantiv database to run metrics and monitor performance.• Managed team of 37 employees as team lead including time management, training, & customer complaint escalation.