- Provide strategic guidance and technical expertise to internal teamsand clients on evolving technology and architecture.- Serve as a departmental subject matter expert for interface services,including HL7 integration and flat-file conversions from leadinghealthcare systems such as Epic, Cerner, and Meditech.- Mentor engineers on operational and support escalations, fosteringskill development and product knowledge.- Analyze ticket data to identify patterns and proactively addressrecurring problems, improving overall user experience and satisfaction.- Lead initiatives to enhance the quality and accessibility of technicaldocumentation, establishing a reputation for producing comprehensiveand user-friendly resources.- Collaborate with cross-functional teams to align operational goals andoffer support in resolving technical challenges.

-Perform root cause analysis on all technical issues concerning software, hardware, and interfaces-Successfully identify bugs; document occurrences; research issues; escalate and present findings to software developers-Review, plan, and administer solutions to prevent recurrences of common issues-Interface with internal and external departments to resolve high-level incidents in a timely manner-Document procedures, configurations, installation, and troubleshooting sequences-Performed self-troubleshooting for issues that occurred during installs-Investigate server-related issues, review server logs, determine root cause, and escalate to senior-level engineers if necessary

-Front and back-end support for SaaS application-Provided top-tier customer support even under the most stressful situations-Responsible for replicating and prioritizing customer issues-Worked alongside Client Managers, Product Development, and appropriate Directors to resolve critical issues impeding customer workflows-Documented technical workflows for IT and Product Development-Trained customers on all features and benefits of CensiTrac software