February 23, 2015
By Adam Raider
employees are all, in some way, caregivers. If they’re not directly
touching the lives of a resident or patient, then they’re providing
support to those who do. This is especially true of the Information
Technology (IT) Department’s Help Desk team.
Angeles and his fellow IT technicians respond to any and all technology
issues throughout the Masonicare continuum – as many as 80 a day. It
is, at its heart, a customer service field. In this case, the customer
is everyone from the Home Health & Hospice nurse in Danielson with a
misbehaving laptop to the brand-new payroll specialist in Wallingford
who needs a PC set up at her work station. No two days – and no two
issues – are exactly the same.
a good thing,” Eiby says, “in that I’m not forced to stick to a
routine. I like my schedule to be different every week and every day.
And if I encounter something new along the way, that’s even better. I
like that, because it can be a learning opportunity.”
(his name rhymes with “maybe”) works a full-time schedule at Masonicare
during the summer but is part-time during the school year so that he
can focus on academics. The college credits he’s earning now will
eventually pay off with a degree in computer sciences.
up in the Peruvian capital of Lima, a city of nine million on the
western coast of South America, Eiby developed an early fascination with
liked to open up things like DVD players to see how they worked,” he
said, “and when I was eight, my grandmother gave me my first computer.
It was an IBM 486. That’s how it all started.”
learned, as every computer owner does, that most computers eventually
need some kind of service or repair. But technical support in Lima was
hard to come by. And it wasn’t cheap.
had someone come over to check the computer when the hard drive
failed,” Eiby said, “and it got to be quite expensive. My parents were
surprised at how much we were being charged. But we had to pay. We had
no choice. I was getting a little frustrated about that, and decided to
do some research to see if I could learn how to fix the computer myself.
We didn’t get internet until I was 12 or 13, but after that I was able
to watch tutorials online. I’d open up the case to see what was
happening inside, and just became familiar with all the components that
make a computer work.”
high school, Eiby trained for a full year to become certified in
computer repair. It was his first big step toward a career in IT.
Whether he’d ever realize his dream of pursuing that career in the
United States was up to the U.S. Immigration Services.
earlier, his parents had decided to begin the process of immigrating to
the U.S. They went to the American embassy, filled out all the
necessary paperwork to apply for a visa … and then they waited. And
waited. A glacially slow process was slowed even further by the events
year,” Eiby recalls, “I would give up the hope that we’d be moving to
the U.S. There were four of us: myself, my parents, and my older
brother. Then, in 2005, my younger brother was born. And we had to add
him to the visa applications, causing more delays.”
took nearly 13 years for the applications to be processed and approved.
Finally, on May 5, 2011, Eiby and his family touched down at JFK. “It
was a new start,” he said, “like being born again. There were really
high expectations. New people, new places.”
family settled in Enfield, Connecticut. Eiby’s first jobs were in the
fast food industry, but as his English improved, he became more and more
confident and motivated to apply for better-paying jobs where he could
use his technical expertise. In 2012, he acted on a tip that
Masonicare’s IT department was looking for per-diem help.
was really appreciative that Masonicare gave me an opportunity to start
here as an IT technician,” he said. “I found my first week to be really
inspirational. I knew right away that this was something I wanted to
do, but I also noticed that it was very complicated. There are many
teams in IT, each specializing in different things. There was a lot to
learn but I accepted it as a challenge because I knew this was my path. I
wanted to start on the right foot.”
is, in my opinion, just as important as electricity, heat or water,”
says Ralph Bunce, IT Operations Manager at Masonicare. “We are a
utility. We are across the Masonicare continuum and affect every aspect
of the business, but the majority of our customers are the caregivers.
They have very stressful positions. They’re held to very high standards
but also take great pride in maintaining a high level of performance.
Our clinical staff can’t provide the highest level of patient care if
their computers aren’t working properly. That can be frustrating. The
last thing they need to deal with is an IT technician who doesn’t show
interest or empathy.”
In Eiby, Bunce says, Masonicare has found someone who not only has the technical know-how, but also the right attitude.
culture of Masonicare is such that if you embrace what’s best about
humanity,” he said, “then you’ll flourish here. You’ll do well. What
Eiby’s been able to accomplish, with just a little bit of guidance and a
little bit of nurturing, shows the quality of person that he is. And
he’s an absolute joy to be around. He has that humble, grateful,
energized mentality, and he’s bettering himself so that he can better
take care of his family. Masonicare gave him an opportunity, but he’s
made the most of it. He’s positioned himself to have a really good