During my time at Epic Systems Corporation, I filled several roles simultaneously.

As a Technical Service representative (TS). I worked with individual customers to dig into the details of how they used one piece of the software I developed unique solutions to fit their needs. For example, at the start of the pandemic, my customer was trying to perform certain research tasks. They needed a way to document patient identifiers that could be shared with the Bill and Melinda Gates Foundation without violating confidentiality. I worked with them to develop an effective strategy that added little disruption to the providers’ workflows.

As a Team Lead, I had a small group of direct reports who also worked as TS in my specific area. I ensured that they stayed on top of their work providing assistance and guidance as needed. This included quarterly performance reviews where we talked about how they were doing in the role and discussed strategies for getting them to their professional goals.

As a Technical Coordinator, I worked with customer executives to guide their long-term, big-picture strategy. I managed a large group of TS who specialized in all parts of the system to drive the outcomes our customer was looking for. One project involved deploying the hardware and operating systems the customer would eventually use to run their Electronic Health Record. I facilitated discussions and troubleshooting sessions to ensure that a high quality system was delivered on time and on budget.