The IS department, led by Mark Horste, is responsible for all of the hardware and software utilized by the organization. The goal of the department is to support its customers in any way possible while providing the infrastructure and technology necessary for the organization to function efficiently and effectively. This spotlight highlights the individuals behind the scenes who keep these systems functioning and work together to address concerns or issues related to technology.
More About the Information Systems Department
The IS department, led by Mark Horste, is responsible for all of the various hardware and software utilized by the organization. This spotlight highlights the individuals behind the scenes who keep these systems functioning. The goal of the department is to support its customers in any way possible while providing the infrastructure and technology necessary for the organization to function efficiently and effectively. The entire department works together to address any concerns or issues related to technology, taking pride in great customer service and satisfaction. Since the beginning of the COVID-19 pandemic, the help desk has been staffed six days per week, Monday through Saturday. There are several ways to contact the help desk for assistance. It is recommended that you call or email the help desk, and not a specific individual, so that the first person available to assist you can address your issue in a timely manner.
The IS Team:
Mark Horste: Director of IS and a CDC employee for 14 years. Mark is responsible for the network equipment, servers, applications, and the security of these assets. Mark also assists the CDC help desk in developing standards and resolving issues that are escalated. Mark has been working as an IS Director for over 25 years, holds a CWRU MBA in MIS as well as several security certifications; CISSP, HCISPP, and CISM
Diane Holden: IS Help Desk and Nursing Informatics Manager. Diane has been with CDC for about 5 years. Her specialty is clinical support of Clarity and workflows, as well managing and supporting the help desk. Diane is a Registered Nurse with an MSN in Nursing Informatics with 12 years of experience in this area.
Mattie Ragland: Senior Help Desk Support Specialist. Mattie has been a CDC employee for 24 years and is a Clarity support expert. She also provides Clarity training and is the first level network support.
Tainiya (Tai) James: Clinical Informatics Training Specialist. Tai has been a CDC employee for 11 and a half years. Her specialty is training, data support and management for Crownweb. She also provides Clarity and IS help desk support. Tai has an MBA in organizational management.
James Caddy: PC Support Specialist I. James has been with CDC for 9 years and may be the most visible member of the team. James travels to all the facilities to address hardware issues as well as provide other support to CDC staff as needed.
Daniel Lebowitz: PC Support Specialist II Daniel has also been a CDC employee for 9 years. Daniel manages many IS systems, performs software updates and supports the CDC staff through the help desk.
Jose Carrera: Senior Systems Engineer. Jose is the newest member of the team, a CDC employee for a year and a half. He is responsible for providing support for the network equipment, servers, applications, and the security of these assets. Jose also assists the IS department in developing standards and resolving issues that are escalated to him from the help desk.
How can I contact the help desk when I need assistance?
The department has a process in place to assure your needs are met and are elevated to the appropriate level of support. The best way to reach support is to contact the help desk email at firstname.lastname@example.org. Every member of the team is notified from this email, a ticket is automatically generated, and you may be contacted for additional information. You may also utilize the direct phone number (216-658-0715) if email is unavailable or inconvenient. The department functions with a phone queue, supported by Mattie Ragland, James Caddy and Daniel Lebowitz.
What hours is the help desk available and how do I report an issue after hours?
The help desk is available Monday-Friday 6:30am to 5:30pm and Saturday 8:30am to 4:30pm via email@example.com or 216-658-0715.
After hours, non-emergency issues please email the help desk or leave a message on the voicemail. Non-emergent issues will be addressed the following business day.
After hours emergency such as a network outage for a facility or multiple facilities: Contact Mark Horste at 216-402-6395.
After hours Clarity support is available from the Visonex help desk.
Phone: (877) 285-7944
Fax: (920) 491-2733.
This information can be found on the CDC Intranet homepage under the Clarity icon.