Robert Childs

• Working under minimal supervision, supporting end users on variety of network and server issues.
• Served as customer’s single point of contact for all issues related to IT services
• Implemented virtualization technologies to maximize resource utilization and reduce physical server footprint in data center.
• Monitor and manages applications, hardware, and accesses across enterprise network.
• Review and report critical issues and ensure appropriate resources are assigned to problem for quick resolves.
• Create, lead, and participate in various quick response “tiger teams" comprised of technical experts tasked with resolving operational problems or service outages;
• Assist in coordinating transition of IT service and infrastructure initiatives;
• Troubleshoot complex technical issues, providing timely resolution to minimize impact on end users.
• Answer customer questions and/or resolve problems providing Tier 1 and Tier 2 support;

Working within the after-hours support team to:

• Resolved issues and escalated problems with knowledgeable support and quality service.
• Monitored networks and network devices to resolve technical problems quickly.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.
• Collaborated with stakeholders to define requirements for new IT initiatives, ensuring alignment with organizational objectives.
• Developed and documented technical and /or application support calls from end users for policy procedures and standards
• Monitors, troubleshoot and maintain overall health of system and applications for network and server issues.
• Work with monitoring tools and creating metric reports
• Analyzed network traffic and performance metrics to optimize system performance.
• Working with data mining tools (i.e., Splunk)
• Create users accounts via lighthouse and Active Directory (ADUC)
• Work with Service Now or IBM Tivoli Service Request Manager
• Work with monitoring tools and creating metric reports for upper Government managers.
• Work with monitoring tool i.e. (Nagios) by streamlining IT infrastructure management processes for increased efficiency and reduced downtime.

• Responsible for operation of production environments, including systems and databases, supporting critical business operations.
• Perform administration and analysis for multiple production environments
• Recommend new solutions to improve availability, performance, supportability
• Provide technical knowledge with administration/analysis knowledge of Oracle’s Cloud Infrastructure to provide escalation support to wide range of complex production environment problems related to immense growth, scaling, leveraging cloud, extremely high performance, and high availability requirements
• Deployments, implementation and security patching
• Engage engineer service team members to resolve complex issues.

• Monitored and analyzed critical incident alerts regarding outages or degradation in services affecting enterprise using monitoring tools.
• Maintained logs of daily service and support activities
• Performed remote maintenance for multiple sites
• Coordinated with vendor support for multiple sites
• Managed user access to Atlassian tools including customization of user-JIRA Software, Confluence, Bitbucket and various software applications
• Security patching
• Support critical business operations while overseeing operation of production environments including systems and databases
• Respond to complex user problems.

• Monitored and analyzed critical incident alerts regarding outages or degradation in services affecting enterprise using monitoring tools.
• Coordinated preparation of outage and resolution notifications for severity level incidents, advisory notifications, planned outage notifications, and updates to outages
• Worked with Service Operations team during installation, upgrade, or decommissioning of infrastructure equipment or software to monitor and track potential impact to enterprises.
• Oversaw technical meetings in support of Severity Level 1s and 2s maintenances and engaging appropriate resources
• Monitored and tracked service impacting, planned and unplanned changes within enterprise infrastructure.
• Provided early warning and alert to key officials, and facilitate flow of critical information on timely basis
• Provided operational coordination for network event and incident management functions.

• Operated and maintained corporate networks and critical networks
• Protected network assets
• Involved in IT operations including planning and upgrading technology infrastructure
• Researched social networking sites and methodologies to understand targeting and knowledge of personal information gathered by social media accounts
• Possessed broad knowledge and experience with customer operational and technical environments.

• Worked with network and application providers to troubleshoot technical issues
• Collected and analyzed network and application traffic
• Created charts, slides, metrics, and presentations to communicate analysis of network monitor and application traffic.

• Provided support for, at most, 23 systems, platforms, and capabilities
• Provided sustained operational support for troubleshooting, patching, and scripting to ensure quality of service levels are sustained
• Collaborated with development teams for Tier II support to resolve tickets requiring engineering solutions
• Submitted required Change of Configuration Board
• Responded to customer ad-hoc requests.

• Supported operational elements by providing research and analysis connected to clients’ objective to acquire intelligence.
• Utilized customer-specific databases to conduct multi-layer research and write summary reports and provide official guidance.
• Provided briefings on analysis to customer management.

• Performed vehicle management and administrative support to support contract of government customer.

• Performed and coordinated in-depth collection of actionable intelligence, targeting analysis in support of international counterterrorism operations within National Clandestine Service (NCS)
• Researched and analyzed complex datasets, developed strategic overviews of targets, and generated leads to advance overseas operations.

• Supported government customers and conducted in-depth, highly sensitive, analytical searches on name requests from various United States government agencies and Intelligence community.
• Enhanced data accuracy by meticulously reviewing and updating information in company database.

• Streamlined operations and prioritized tasks via research, trends and global events.
• Conducted all-source, multi-disciplinary counterterrorism research and analysis to support National Security clients.
• Enhanced intelligence analysis by streamlining data collection and processing methodologies.