EMR-Link Senior Engineer in charge of North America Technical Operations

I originally joined the team as a Senior Developer, but as I got to know this incredible product I saw gaps in expertise and support, so I dedicated myself to learning about and supporting the connectivity and the technical operations of EMR-Link. Within a year, I completely owned the technical connectivity for the EMR-Link product, a function essential for business continuity and success. This product grew very rapidly and I had the pleasure of implementing operational measures to ensure continued success for the entire engineering team and for the connectivity operations. I installed and configured an automated ticketing system which reduced incident and new customer handling time by 50% while achieving a 99.5% handled on time score. I scaled connectivity, technical customer support processes and data center operations as customer transactions tripled in 2 years, then continued growing 50 to 100% every year, while sustaining 99.999% uptime and 5-star customer service rating. I also created all documentation and training materials for engineering and technical support and trained all new engineers and customer support in technical escalation.

EMR-Link is the healthcare industry’s best lab and EMR(Electronic Medical Record) integration product, providing a secure, consistent connection from any lab or imaging center to any EMR application.