Andrew Lowery Email and Phone Number

Manages, coaches, schedules and monitors a competent staff of 30+ Service Desk Analysts that provide infrastructure and clinical support across multiple EMR systems including Epic, Meditech, and Cerner.Named hospital liaison for AMITA Healthcare Systems based upon demonstrated skill and ability.Led the implementation of the largest organizational migration of 150,000 associates from Microsoft Office to G Suite.Oversees Service Desk implementations for new and current clients including command center operations and perform trend and root cause analysis, review and evaluate customer surveys and perform service recovery for end users and support staff.Leveraged partnerships with vendors, providing comprehensive, scalable service offerings.Elected to represent Ascension Technologies at customer locations to build and maintain working relationships.Perform various reporting tasks providing the tools to perform gap analysis to continuously educate analysts and update the knowledge base system to promote resolution rates.Created, developed, and implemented Microsoft Excel VBA and Google App Script based applications.Achieved SLA metric attainment for assigned ministry set.Envisioned, planned, and delivered multiple initiatives delivering improved business results and subsequent continuous process improvement.

A dedicated subject matter expert that provides phone and onsite support for Office 365 migrations and software updates throughout the organization.Consistently above, at, or near daily performance goals of Calls per Day, First Contact Resolutions, Quality, Average Handle Time, RONA, and Attendance.Experienced with many EHR systems from Cerner, EPIC, and Meditech.Tasked with support and training with a specialty in the AMITA ministry in Arlington Heights, IL. Regularly updating Knowledge Base articles, training documents, and disseminating information to management in accordance with ministry standards.Accurately identifies escalation points to ensure customers issues and concerns were addressed within a timely manner as to not interfere with patient related care.Experienced troubleshooting with different software such as Cisco AnyConnect, Juniper, Symantec, Citrix, and Imprivata.Performs troubleshooting on different pieces of hardware such as computers, printers, telephones, and mobile devices.Experienced with ticket tracking applications such as ServiceNow.Dedicated Technical Resource to assist other analysts with questions or concerns regarding the support of customers.Traveled to Presence Health Service Desk in Illinois for a Service Desk assumption of service. Shadowed service desk and took calls to gather data and understand processes to adequately prepare the Ascension Service Desk to support new a new healthcare organization.

Responsible for the configuration and maintenance of NIPRNet (Non-classified IP Router Network) and SIPRNet (Secret IP Router Network) systems.Performed monthly updates to remain in compliance with Department of Defense regulations.Plans and executes communications requirements for the Commander.Ensures positive reliable command and control communications between the Commander, senior civilians, and military leaders.Installs, operates, and maintains a 24-hour communications package using state-of-the-art communications equipment and automated data processing platforms to include tactical satellite radios, data controllers, secure telephones.Accountability for personnel, secure, and vehicular equipment per Military Standards.