Andrew Teets Email & Phone Number

Eagle, Idaho, United States

-Manage the day-to-day operations of the IT Field Resources, System Admin, and Hardware Procurement-Work with the System Admin team to manage security, configuration, and maintenance of dozens of systems. Act as a project manager on any major system deployments-Work with the IT Field Resources to plan and organize stock, repairs, and daily shipments of all IT related equipment for employees-Participate in planning sessions for department goals and challenges-Resource and strategy planning for acquisitions and divestitures-Participate in regular CAB meetings and provide approval for change requests-Provide various management duties such as budgeting, expense approvals, mentoring and career development, and recruiting

Eagle, Idaho, United States

-Personally oversee the development and maintenance of the following applications and systems: Zendesk Active Directory (Azure AD and On-prem) Exchange (Online and On-prem) Docusign Contract Room-Manage the day to day operations of the System Admin, Procurement, and Mobile Reconciliation teams-Work with the System Admin team to manage security, configuration, and maintenance of dozens of systems. Act as a project manager on any major system deployments-Work with the Procurement team to plan and organize stock, repairs, and daily shipments of all IT related equipment for employees-Manage Mobile Reconciliation team members that handle the setup of mobile devices for new hires, return and repurposing of devices, management of available apps and security lockdown of devices in the MDM, and daily technical support-Participate in the Pennant IT leadership group and advise on department goals and challenges-Act as the Pennant IT team's communication liaison to the business-Participate in regular CAB meetings and provide approval for change requests-Provide various management duties such as budgeting, expense approvals, mentoring and career development, and recruiting

Eagle, Idaho, United States

-Oversee the development and maintenance of the following applications and systems: Zendesk Active Directory (Azure AD and On-prem) Exchange (Online and On-prem) Docusign Contract Room-Manage the day to day operations of a team of System Admins that oversee dozens of enterprise applications and systems.-Participate in the Pennant IT leadership group and advise on department goals and challenges-Act as the Pennant IT team's communication liaison to the business-Participate in regular CAB meetings and provide approval for change requests-Provide various management duties such as budgeting, expense approvals, mentoring and career development, and recruiting

Eagle, Idaho, United States

Eagle, Idaho

1. Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to customers.2. Train, coach and mentor Service Desk Resources including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with customers.3. Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).4. Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.5. Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.

Boise, Idaho Area

• Adheres to and assures compliance with Code of Conduct, organization policies and procedures and all applicable rules, regulations and standards as promulgated by Federal, State, and accrediting agencies or regulating bodies. This includes, but is not limited to, Department of Health, Centers of Medicare and Medicaid Services, and other applicable regulatory agencies.• Implement new hardware, infrastructure setup, and support at newly acquired entities.• Be accountable from end to end to ensure that the network installation premise is up and running correctly• Analyze problems and implement solutions, including the exercise of discretion and independent judgment to solve problems.• Identify and fix any underutilization of system and network resources• Make analytical assessments and decisions about how each operations computer network should function.• Provide on-site support to operating entities at the direction of the Information Systems Director.• Assist the field with email or trouble ticket enquiries to resolve IT systems issues and problems in a timely manner, and escalate when necessary to the appropriate teams.• When necessary, assist the field with addressing support inquires via telephone.• Provide support and incident management and communications for IT systems faults and service requests.• Track issues to resolution.• Update the field with issue resolutions.• Track user account creations, changes and deletions.• When necessary, perform password resets.• Support computers, laptops, smart phones and applications.

Boise, Idaho Area

• Provided training, mentoring, and leadership to Tier 1 Service Desk employees• Provided Tier 2 Service Desk support for St. Luke’s users with clinical and non-clinical incidents or service requests• Supported a majority Windows 7 based environment with a mix of standard enterprise and highly specialized medical software and hardware, including Epic, EclinicalWorks, and Meditech EHRs• Performed QA assessments on calls and tickets, based on established drivers, and provided feedback and coaching to agents• Compiled Service Desk metrics into comprehensive reports that tracked daily contacts, ticket types, trends, and staffing• Served as Knowledge Base Administrator in a project to stand up a departmentwide knowledge base that adhered to ITIL standards. Oversaw the creation and maintenance of over 3,000 articles covering all aspects of Service Operation• Coordinated response teams during Major Incidents and functioned as a liaison between service teams and users• Managed access through the creation of accounts in Active Directory and GPO management

-Assisted in the troubleshooting and repair of desktop software and hardware issues

-Supervised a team of students to conduct a research survey on behalf of PLANET-Prepared students to attend the GIC Conference

-Managed daily objectives and oversaw a team of 6 technicians at the College of Life Sciences Helpdesk-Provided leadership and guidance to the team.-Organized regular meetings, projects, training exercises-Screened and interviewed candidates for vacant positions, and made hiring decisions-Troubleshoot and resolved complex technical issues with business software and hardware, as well as scientific instrumentation and lab equipment.

Completed IT service requests by faculty and staff for the College of Life Sciences Helpdesk.

Design and draft fire safety systems in AutoCAD

Bs, Landscape Management

Activities and Societies: Landscape Management Club GIC Participant Student Career Days Participant PLANET member

Graphic Design