Royean Roberson 
4400 W. Airport 2504           ●           Houston Texas 77045         
●           (281) 687 - 0758         ●         [Send email using form
at bottom] 
Summary 

Versatile, ambitious, and results-oriented Information Technology Professional,
with excellent customer service and conflict resolution skills, seeks an
opportunity to demonstrate keen sense of flexibility coupled with being capable
of working in a fast pace environment, while representing the company with
professionalism and confidence. Proficient with software and hardware support, in
person and over the phone-a highly energetic, enthusiastic and skillful prospect
who excels in challenging and competitive environments; enjoys making a positive
contribution to the team atmosphere. 

PC/Laptop Repair and Upgrade		Windows 2000, XP and Vista		Novell 
On/Off Boarding Personnel 		Backup system restoration 		Remote Desktop Support 
Active Directory				Network Fault Tolerance   		                MS Office 2003
2007 
Internet Explore 6.0 higher 		                VPN connectivity 			Real VNC
LAN Support 			                Drive and printing mapping 		

Work Experience 

Technical Help Support, Burnett Staffing (Getronic-Booz Allen Hamilton, Inc.) -
Houston, Texas     			Oct. 2008 - March  2009 
·	Assisted customers with fast and accurate solutions to network accessibility 
·	Enacted troubleshooting connectivity issues outside and inside the VPN. 
·	Resolve issues Windows XP, MS Office2003/2007, Active Directory and  Remote
Support 
·	Installing, updating and troubleshooting network printers.
·	Performed data backup, drive mapping and printer mapping for clients. 
·	Troubleshoot and resolve TCP/IP LAN issues.
·	Provided information from knowledge bases about Benefits, Finance, Payroll and
Human Resources. 
·	Completed On-Boarding and Off-Boarding of personnel (employee and contractor).

·	Identified network outages and notifying appropriate groups for immediate
resolution. 
·	Maintained appropriate distribution list; respond to program error messages by
finding and correcting problems.
·	Logged call data and tickets in Oracle People Soft for call
tracking/appropriate and timely resolution.   

Technical DSL Support, ChaseCom (AT&T DSL Service) - Houston, Texas 				        
          July 2006 - Aug. 2007 
·	Assisted with customer self-install technical support calls from customers
requiring issue resolution. 
·	Received inbound customer calls to provide technical support for end users 
·	Respond to program error messages by finding and correcting problems or
terminating the program. 
·	Exercised effective troubleshooting and problem solving through established
methods and procedures. 
·	Remained updated on revisions to policies and procedures as they occurred. 
·	Identified the need to escalate specific issues and follow through where
necessary. 
·	Transferred calls to other departments where appropriate. 
·	Analyze test reading and trouble reports to determine equipment repair needs
and required repair methods. 
·	Presented detailed information and responded to questions from individuals as
needed 
·	Worked on special projects and assumed additional responsibilities as
assigned. 

Customer Service Representative, Houston Community Call Center (Reliant) -
Houston, Texas          		Oct. 2002 - Dec. 2003 
·	Interacted with customers, issued orders, and analyzed accounts to resolve
billing inquiries; negotiate payments
·	Provided customers with assistance in obtaining various company products and
services. 
·	Interfaced with internally and externally in a diplomatic manner to resolve
customer issues. 
·	Collected payments and reinstated client’s service that had been suspended. 
·	Demonstrated exceptional verbal, written communication and listening skills. 

Computer Technician Support Representative, Convergys (Compaq Computers) -
Houston, Texas 		              Nov. 1998 - Dec. 2000 
·	Install and perform minor repairs to hardware, software, peripheral equipment,
following installation specifications. . 
·	Confer with users, conduct computer diagnostics to investigate/ resolve
problems, and provide technical assistance.
·	Respond to program error messages by finding and correcting problems or
terminating the program.
·	Worked closely with clients and staff to resolve problems, when needed to
ensure the highest level of service. 
·	Provided technical support for Windows 98 and Windows Millennium operating
system.  
Education and Certifications 

Network System Support Diploma, Everest Institute - Houston, Texas            
Help Desk Support Certification, DSU Training Institute - Houston, Texas        
            
Network + Certification, CompTIA - Houston, Texas