As a Technical Solutions Engineer, I provided primary technical support to the inpatient pharmacy project team at multiple healthcare organizations’ on a long-term basis. In addition to finding root causes of technical issues, I advocated on behalf of my customers to R&D and QA teams at Epic to drive and deliver solutions that meet their business needs, helping operationalize new and impactful features. I worked closely with Technical Solutions Engineers from other application teams to ensure solutions are enterprise-compatible.I also served as a Team Leader on the Technical Solutions Engineer team. I managed the performance of three direct reports and was ultimately responsible for the happiness of their 12 customers. I checked in with team members' customers on a quarterly or semiannual basis to evaluate performance and uncover blind spots that could lead to operational concerns. I also served as a Staffer for the inpatient pharmacy application, responsible for allocating FTE resources to 300+ customers.I served as a Technical Coordinator (e.g. technical account manager) for an Epic-Hosted customer from January 2021 to May 2022; I transitioned out of the role to take on application-specific responsibilities. As a Technical Coordinator, I was the main point of contact for the healthcare IT team, corresponding with them on a daily basis to plan projects, discuss risks, and push the organization to be as successful as possible. I led them through three upgrades of their Epic instance to ensure they were adopting the latest features, and I coordinated the team of Epic Hosting administrators to ensure their servers were healthy and efficient. I was also the point of escalation for the 25-30 Technical Solutions Engineers that supported the various applications for the customer, and I coordinated multiple high-priority, cross-functional escalations and efforts for them, including demoing and selling a couple new Epic features and products.

• Assign scores in accordance with rubrics• Provide feedback in areas of discrepancy to support continuous learning

• Generated cross-functional map of flow between 11 Technical Operations teams to represent departmental workflow, drive expedient onboarding, and support continuous improvement• Mined data in enterprise resource planning software and corresponded with Technical Projects team to support in-flight WiFi planning, parts setup in Hawaii, Part Effectivity verification, and Essentiality Code Review

• Designed two alternative Club Pickup staging layouts for cart storage: 'Fishbone' and 'First-In, First-Out' (FIFO) for potential roll-out to 651 Clubs• Developed rationale for implementing 47.5% space utilization layout (FIFO) vs. 59.4% space utilization layout (Fishbone) based on maximum cart capacity• Installed and executed FIFO in-club staging pilot resulting in 67% increase in on-floor cart quantity using 20% less space dedicated to cart storage• Reduced member Wait Time by 23.17% during two-week assessment period

• Assessed inefficiencies on E Poplar Rd 8-in water main replacement affecting 56 homes• Prepared Annual Sewage Flow Projections for 282 Traffic Analysis Zones (TAZ)• Updated 10+ year-old Community Systems Connections Handbook and records