Joseph Redmond has over 15 years of experience in network and desktop support. He has worked in various roles including as a certified PC repair technician, tier 1 monitoring analyst, tier 1 operations support center analyst, tier 1 NOC technician, and help desk/NOC technician. He has extensive skills in software, operating systems, and networking. He has multiple technical certifications and a strong educational background including an associate's degree in computer network systems.

1. JOSEPH M. REDMOND
7613 Carolling Way• Indianapolis, IN 46237 • (317) 331-2056 or (317) 882-0327 • joe_redmond@comcast.net
NETWORK / DESKTOP SUPPORT TECHNICIAN
Dedicated andversatileNetwork / Desktop SupportTechnician withextensivedataand telecommunicationsexperience.Technically
knowledgeableandadeptatsolving problemswith themost advancednetworking,electronics,andcomputerplatforms.Workwellwith
others in multi-shift,24/7/365 operationswherecooperationandteam effortare criticaltooperations.
CERTIFICATIONS
CompTIA A+ 2010 CompTIA Network+ 2010 CompTIA Security+ 2011 VMware VCA-DCV2014 Zerto ZCP 2014
TECHNICAL SKILLS
Software: MSActive Directory,MS Office2013,Office365, Word, Excel,PowerPoint,Access, Visio, Project,
SharePoint,Outlook,OneDrive, OneNote,WindowsFirewall,Symantec Firewall,BackupExec,
Networker, SimpanaCommVault,VMware,(GeneralknowledgeofIIS 6.0, SQL2005,SQL 2008
andMySQL), RemoteDesktop, RemoteDesktopManager,TeamViewer,SSH,Telnet,FTP,SFTP
Client& Server Install, FileZilla Client&Server Install, WinSCP, Bomgar,Wiresharkto monitorlive
networktraffic, Spiceworks,ToolWatch,VMwareWorkstation12, OracleVM VirtualBox 5.0.10
OperatingSystems: MSWindows XP Pro, Vista, 7, 8.1, 10, Server 2003, Server 2008,Server 2012,Mac X OS, Fedora
22(Linux).CLI for most operatingsystems.
Networking: GeneralknowledgeofCisco&Jupiter Routers, Switches,ASAs, SRXs, pfSense& F5 Load
Balancers,Cisco&Avaya VoIP PhoneSetup, VPN Install/Configuration/AddUsers.
Programming: Visual Basic – CreatedsmallprogramswhileattendingITT-Tech
EDUCATION
IndianaUniversity-Purdue University at Indianapolis,IN, Dean’sList 2010
CIT - Networking,ComputerInformation Technology -NetworkPath (Completed61Cr Hrs.)
ITT TechnicalInstitute-Indianapolis,IN,HighestHonorsGraduate
Associate'sDegree,A.A.S.ComputerNetworkSystems,2009GPA: 4.0/4.0
IndianaUniversity-Purdue University at Indianapolis,IN
Mechanical Engineering(Completed40CrHrs.)
PurdueUniversity-West Lafayette, IN
Mechanical Engineering(Completed50CrHrs.)
PROFESSIONAL EXPERIENCE
Certified PC RepairTechnician / Owner, www.indypcsupport.com, Indianapolis, IN 1/2003– Present
 TroubleshootandinstallhomeandsmallbusinessnetworksincludingPCs, Macs,iPads,Tablets,CellPhones,Cable/DSL
Modems,All brandsof Wireless Routers,Wireless Printers, Vonage VoIP, Switches,HDTVSetup, RangeExtenders,and
Cabling.Install/ConfigureOS,Anti-Virus & MalwareRemovalSoftware,Application&Utility Software.
 Provide upgradesandrepairsto allor mostelectronic devicesthatthe enduser owns andoperates.
 Troubleshoot/Repair/InstallRAM,CPU, CPUCooler, GraphicsCard,EthernetCard,USB Card, IEEE Card, eSATACard, Wi-
Fi Card, SoundCard, Internal/ External/SSD Hard Drive, LCDScreen,PowerSupply, MediaCard,CoolingFans,Laptop
PowerJack, LaptopMouse,LaptopKeyboard, CMOSBattery, Ethernet Card, USB Wireless Adapter, CD/DVD/Blu-ray Drives,
TVTuners,Motherboards,USB2.0, 3.0 Video Editing Tools.
 ManagemyWebsite with updatesandcurrentpricing.Work withOffice365 on a daily basis.
 Buildcustom gamingmachinesandalso custom PCstowork with HD mediaeditingandstorage.
Tier I Monitoring Analyst for Operations Support Center, Expedient Data Centers, Carmel, IN 5/2014– 12/2014
 Followsecurityprocedurestoprovide customersphysicalandvirtualaccesstotheir equipmentinsidethedatacenter.
 Formerlyknownas nFrameDataCenter.
 Processandprioritize customerrequestsbyphone, e-mail,orin personfor technicalassistance.

2.  Utilize the job ticketsystem to logall requestsand activitiesincludingdocumentationofspecialrequestsandsolutionsto
problemsforfuture use by other Techs,EngineersorAnalysts.
 Monitorthe operationalsupportsystemsto proactivelyidentifyservice-impactingeventsrelatingto network andfacility
conditions.
 Usedthe SMCticketingandtrackingsystem extensively, to documentcustomerandemployeeservicerequests,also known
as Support ManagementConsole.
 Effectively communicatewithcustomerstoaccuratelyassessissue, determinelevelof priority, createticketsusingNetcool -
(an IBM Tivoli live alert monitoringtool),andtriage out to the analysts andtechnicians.
 Escalateissuesto TierII, our Technicians,tofurther troubleshoot,andif necessaryescalateto an Engineer,TierIII.
 Use LAN & WAN Technologies,Protocols,Security, DNS, DHCP,Cisco & Jupiter Routers,Switches,ASAs &SRXs.
 CreateDNS Records:A, AAAA, CNAME, MX, PTR.
Tier I Operations Support Center Analyst, Expedient Data Centers, Carmel, IN 10/2012– 5/2014
 Provide first level supportto customerandstaff.
 Formerlyknownas nFrameDataCenter.
 UpholdSSAE16 compliantstandardsanddocumentation.
 Creatingandfollowingthroughwithtroubletickets whichincludesescalatingtoappropriate departments.
 Maintainbothfacilityand system accesscontrolmechanisms.
 Perform regularSAS70 auditsto manageddevices(F5,Cisco, Jupiter,Firewalls,LinuxandWindowsservers).
 DocumentandtroubleshootissuesregardingT1(point-to-pointandpublic facing),Ethernet,andNLAN circuits.Thiswould
includetestingT1circuitswithaTberdlinetester andopening troubleticketswithcarriers
 Maintainbothcustomerandfacilitybasedtape backupregimentsincludingregularoffsiterotation.
 Createand updateStandardOperatingProceduresregardingNOCprocesses.
 Operateandmonitorhundredsof criticalnetworks,whileprotectingournetworkandthe client’snetworkingassets.
 MonitorNetworktraffic for DOS & DDOSattacksand prevent any further service interruptions.
 Ensuredthat the dailyactivitieswere alignedwiththe OperationsSupportCenter’sprioritiesandobjectives.
 MonitorOperationsSupportCenteronthird shift acrossninedatacentersin six majorcities.
Tier I NOC Technician, nFrame Data Center, Carmel, IN 7/2010– 10/2012
 Problem-solveandticketalerts following 7-layerOSI modelusingEM7as the primaryalert monitoringsystem.
 Currentlyknownas ExpedientData Centers.
 Work in a HA (HighlyAvailable) and redundantsystem withN+1 Power andHVAC Systems, Internet ServiceProviders,
Firewalls,Switches,RoutersandServers.
 Followsecurityproceduresto provide customersphysicalandvirtualaccesstotheir equipmentinsidethedatacenter.
 Processandprioritize customerrequestsbyphone, e-mail,orin personfor technicalassistance.
 Utilize the job ticketsystem to logall requestsand activitiesincludingdocumentationofspecialrequestsandsolutionsto
problemsforfuture use by other Techs,EngineersorAnalysts.
 Monitorthe operationalsupportsystemsto proactivelyidentifyservice-impactingeventsrelatingto network andfacility
conditions.
 Effectively work with customersandinternalstaff at regularintervals to ensureexpectationsareset andthat appropriate
attention is given to customerrequestandquestions.
 Escalateproblemstothe appropriateengineeringdisciplineswithintheorganizationorexternalvendors to resolve problem
Help Desk/NOCTechnician/MainframeOperator/PrintRoomOperator,City/GovernmentofIndianapolis,IN 1/2007– 7/2010
 Provide TechSupportonthirdshift for allCity of Indianapolis employees;monitorDataCenter,MainframeOperations,and
Print Room Operations,whichincludedprintingofall payroll, warrants, andsubpoenasfor the City of Indianapolis.
 CalledinXerox for printer maintenanceandIBM for MainframeSupport.
 Dailybackuptaperotations andshippedsecurelyvia Iron Mountain.
 Usedthe SiebelTicketing System designedbyOracleforallticket creations.Usedby the IT departmentforthe City, managed
by the InformationServicesAgency.

3.  Generatednewticketsover the phonewithCity/County GovernmentEmployeesandresolved the ticketduringthe callor
escalatedtothe next proper Tierlevelto investigate.