Charles Macasieb
Brentwood,CA
Summary
I am an IT Lead Support Analyst specialized in Vocera, a secondary notification communication system. I possess an advanced background in technical support, workflow analysis and troubleshooting for Electronic Medical records ( EPIC), Vocera as a secondary alert communication system, and other related/interdependent applications in a healthcare setting. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
16
16
years of professional experience
Work History
Lead IT Support Analyst
Kaiser Permanente
02.2023 - Current
- Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise of Vocera with business partners and leaders
- Provide partnership with KFH and TPMG staffing on updating the Vocera directory for each location
- Organize and catalog inventory of Vocera devices (Zebra TC52 & Vocera badges) for Oakland, Richmond, San Leandro, and Fremont Sites. Assure that each device is accounted for, allocated to the correct unit, and OS is up to date.
- Rounding provides exposure to staff and connects our teams with our front-line staff, providers, and their mission. It built trust and partnership, which is vital for all involved.
- Provide standard reports as requested by business partner to assist leadership on data for unit device usage, success/failure rate on features like voice command, and forecasting for what is needed in the future.
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Enhanced interfaces to promote better functionality for users.
- Performed budget analysis to control expenditures and predict future budget needs.
IT Support Analyst
Kaiser Permanente
09.2020 - 02.2023
- Support physicians and other medical staff by troubleshooting Epic software issues, identifying software outages, conducting hospital rounds, and clearing roadblocks that impact patient care
- Implement bi-annual go-lives and orchestrates new Epic projects
- Onboarded over 80 new physicians, with application education, ensured correct access, and configured iPhones
- Streamlined the access termination process of 100 providers
- Develop end-user training materials and standard work protocols for advanced Epic workflows
- Lead a team of IT Support Analysts with executing unit testing on over 50 workstations to identify application errors and ensure software solutions meet functional specifications
- Work cross-functionally with the security team and department managers on submitting proper requests for security/template access for hospital end-users
- Attend Pre/Post go-live meetings, assist with project planning and coordinating local go-live support
- Microsoft 365 Ambassador for Diablo Service area
- Participate in Open Session weekly meetings and going over upcoming topics of Opportunities for Improvement using many features of O365.
Site Support Specialist
Kaiser Permanente
04.2008 - 08.2018
- Support physicians and other medical staff by troubleshooting Epic software issues, identifying software outages, conducting hospital rounds, and clearing roadblocks that impact patient care
- Works with clients to identify business challenges and solutions
- Implement yearly go-lives and orchestrates new Epic projects
- Attend Pre/Post go-live meetings, assist with project planning and coordinating local go-live support
- Supported the opening of the San Leandro Medical Center by conducting user application testing of over 1000 workstations and 450 printers.
Education
Bachelor of Science Network Communications Management -
DeVry University
10.2003
Skills
- Vocera Admin Console
- Vocera Staff Assignment
- Vocera Genie
- ServiceNow
- IPhone/iPad iOS and Configuration
- Microsoft Office Applications
- Android OS
- Epic Modules: Ambulatory, Radiant, Inpatient, Cadence, OpTime, Cupid, Beacon Oncology, Stork, Haiku, Rover, and Emergency
- Active Directory
- Intune
- Project Implementation
- Consulting
- User acceptance testing (UAT)
- Issue Identification
- Documentation And Reporting
- Workflow Analysis
- Continuous Improvement
- Incident Reporting
- Trend Analysis
- Business Operations Analysis
- Process enhancement
Timeline
Lead IT Support Analyst
Kaiser Permanente
02.2023 - Current
IT Support Analyst
Kaiser Permanente
09.2020 - 02.2023
Site Support Specialist
Kaiser Permanente
04.2008 - 08.2018
Bachelor of Science Network Communications Management -
DeVry University
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