Epic Systems
Madison, WITechnical Solutions Engineer, Beaker (Lab Information System)
August 2024 - June 2026- Served as primary technical contact for Beaker LIS teams at 3 health systems spanning 25+ hospitals and 30+ clinical labs across FL, CA, MN, and ND, presenting issues, solutions, and upgrades to CMIOs, IT directors, and pathologists
- Debugged and resolved cross-team issues live on customer calls regarding security misconfigurations, corrupted data, and malformed HL7v2 payloads by reproducing in shadow non-production environments and isolating root cause
- Resolved show-stopping after-hours escalations, including cloud migration, third-party integration, and security failures, while serving as the go-to Microbiology subject-matter expert to 3-5 customer and implementation teams weekly
- Traced user-reported latency to configuration errors overloading system components, often resolving directly, or triaging and escalating to appropriate owning team with reproduction steps
- Filed 50+ bug reports and enhancement requests to R&D documenting ideal user workflows and friction observed in production across customers
- Embedded as senior technical resource for Beaker go-lives at 6 command centers and as extra support at 11 hospital labs; triaged incoming tickets with IT and resolved real-time escalations floating between labs and emergency rooms
- Took ownership of the Microbiology subject area for Beaker in July 2025; recruited internally to rebuild the team from 3 to 9 solutions engineers, restructured the support model, and launched new development and documentation initiatives
- Championed reprioritization of isolate-level PCR testing and automation line integration on the Microbiology roadmap, translating recurring customer pain points into R&D commitments that secured dedicated development hours
- Built a retrieval-augmented (RAG) system over Microbiology development and documentation to draft first-pass responses to customer questions
- Represented Beaker Microbiology in early partnership discussions with a national clinical laboratory standards organization alongside the Third Party Integration team, preparing POCs, demoing capabilities, and scoping requirements toward faster implementations at rural and low-resource labs
- Ran technical workshops to train and bring new Technical Solutions Engineers up to speed on Microbiology