Michael HeenanSYSTEMS & NETWORK SPECIALIST Certifications:CompTia A+ (A+), Dell Certified Systems Engineer (DCSE), Cisco Certified Network Associate (CCNA)Systems:MS Windows XP, Windows 7 & 8, Windows Server 2003, Windows Server 2008, Cisco IOSNetworking:LAN, WAN, WLAN TCP/IP, VOIP, CDMA, GSM, SMS, LTE, Protocols, IPV4 & 6, OSI Layer, Frame Relay, OSPF, BGP, ISDN, IMS, SIP, Switches, Routers Professional Experience Penn Medicine - Philadelphia, PA2013 to PresentService Desk AnalystProvided tier 1 & 2 IT hardware and software support to over 8000 end user at Pennsylvania Medicine and its 5 affiliates throughout the state of Pennsylvania. Ensured IT issues are escalated to the appropriate higher level IT Support team members when necessary. Performed preventative maintenance through field visits and remote access. Ensured HIPPA guidelines were strictly adhered to HP – Southern, NJ2005 to 2013Field TechnicianProvided support services for residential clients and comm