Support Engineer — Healthcare IT · Tampa Bay, FL

Luis Velazquez

Twenty-eight years keeping healthcare software running for the people who depend on it. Support Engineer & Customer Care Specialist — the kind of technical who explains the fix in plain English to the nurse who needs it working in the next five minutes.

Email Me → View LinkedIn Download Résumé Download ATS-Friendly Résumé

28 yrs

In Healthcare IT

EMR / EHR platforms supported

2023–now

Senior Engineer, Kindbody

About

Professional summary

Luis establishes trust fast — with customers, with clinical staff, with the team he's troubleshooting alongside — and pairs that with a habit of decoding problems that aren't immediately apparent. Across two decades in healthcare technology, that combination has shown up as enhanced product usage, stronger team productivity, and support contracts that hit their uptime commitments.

His background spans hardware, networks, servers, and databases (Windows Server, VMware, Citrix/XEN, MS SQL, Oracle), with a specialization in Electronic Health Record systems and the HL7 interfaces that keep them talking to each other. He's trained physicians, nurses, medical assistants, and administrative staff directly on the tools he supports — not just the help desk ticket, but the person on the other end of it.

More recently, that same troubleshooting instinct has extended into AI-assisted workflows — directing coding agents and assistants like Claude Code, Google Gemini, and Microsoft Copilot, and building automation with tools like n8n, to move faster through research, debugging, and delivery without losing the rigor the work demands.

Escalation Support

Root-cause analysis on the HL7 interface failures and EMR issues other tiers have already given up on.

Clinical Training

Trained physicians, nurses, MAs, and front-office staff directly on the Electronic Health Systems he supports.

Uptime & Continuity

Delivered 24/7 support commitments and business continuity across hospital and vendor contracts alike.

AI-Assisted Delivery

Directs AI coding agents and automation platforms — Claude Code, Gemini, Copilot, n8n — to accelerate research, debugging, and delivery.

Experience

2023 — 1998

May 2023 —
Present3 yrs 4 mos

Senior Product Support Engineer

Active

Kindbody

United States · Remote

Serves as a key support engineer for Kindbody's EMR and connected applications, ensuring reliable performance for medical professionals in a fast-paced, high-growth environment. Applies working knowledge of database management, multiple operating systems, and programming languages to diagnose issues that aren't immediately apparent — developing creative, effective solutions under time pressure while balancing technical depth with clear communication across engineering, clinical, and support teams.

Dec 2015 —
Feb 20237 yrs 3 mos

Healthcare Platform, Integration, Technical Support Engineer

athenahealth

Watertown, MA · Remote

Provided primary escalation support for AthenaPractice, AthenaFlow, CPS, and CEMR customers nationwide — troubleshooting servers, databases, networks, and HL7 interfaces, and diagnosing issues from startup/login failures and SQL job or nightly database errors to Active Directory/user-permission and configuration problems. Investigated and documented unexplained errors for Agile-process escalation to engineering, reading and interpreting application and database logs and traces. Served as Oracle and Platform SME, training team members and end users on troubleshooting tools while contributing to the internal/partner Knowledge Management program.

May 2014 —
Dec 20151 yr 8 mos

GE Healthcare Platform Technical Support Engineer

The Stowe Group (contract, supporting GE Healthcare — later Virence, then merged into athenahealth)

Wakefield, MA · Remote

Contracted to support GE Healthcare's platform team through its transition into Virence and later athenahealth, addressing AthenaPractice, AthenaFlow, CPS, and CEMR escalations and HL7 integrations — with a focus on the performance, continuity, and resiliency of systems affecting delivery of care for a nationwide client base.

Jan 2013 —
May 20141 yr 4 mos

UAMS Application Administrator / Senior Support Analyst

CTG Health Solutions

Dallas, TX

Managed and maintained an aged Centricity EMR application and database, holding a 24/7 uptime commitment through critical issues and break-fixes. Resolved application configuration issues, interface error-queue backlogs, and document/result triage maintenance, and provided server support and application security. Built, tested, and edited form templates, flowsheets, and reports using EFE, VFE, Crystal Reports, and MS Access, and deployed hotfixes, service packs, and version upgrades.

Jul 2010 —
Dec 20122 yrs 6 mos

Application Analyst / System Analyst

MaxIT Healthcare — Maine Medical Center Logician Support

Westfield, IN · Remote

Supported and maintained three Logician databases across separate clinical groups within the Maine Medical Center EHR enterprise. Administered Instalog, a fallback Electronic Patient Record system, preserving continuity of patient record access during Logician outages, and delivered 2nd- and 3rd-level support for Logician users across Desktop, Citrix, and Windows administration.

Earlier career — 1998–2007

2006 — 2007

MED3000 — Project Manager / Implementation Specialist, PHA EMR Implementation. Stepped in for the departing EHR Director to manage and complete a Centricity EMR rollout across 12 pediatric practices in the Tampa Bay area, correcting gaps in earlier implementations. Delivered technical and application-level consultation to practice staff, partnering with IT and clinical leadership to align the rollout with practice needs, and built a shared resource library while training new team members and clinical/administrative staff on EMR tools and processes.

1998 — 2005

MSNYU / IBM — Technical Project Manager / Systems Analyst / Interface Manager / System & Application Administrator. Supported front- and back-end EMR applications (Logician, IBEX, Cerner), patient scheduling (PHS, Cerner), insurance verification (HDX), and databases (Sybase, Oracle, Access) through the Mount Sinai–NYU merger and later separation — implementing and upgrading Centricity EMR from Logician 4.2 to 5.5, building and maintaining HL7-based interfaces, and administering servers and client applications. Managed account creation, system maintenance, integration testing, backups, and business continuity across production and QA environments, then planned, transitioned, and trained counterparts through the post-merger demerger that separated the enterprise application into two independent campus environments.

Expertise

Areas of focus

Healthcare Systems

EHR / EMR HIPAA HL7 Integration AthenaPractice / AthenaFlow Centricity

Infrastructure & Platforms

Windows Server VMware Citrix / XEN Virtual Machines Network Architecture

Databases

Microsoft SQL Oracle MS Access Database Administration

Support & Process

Escalation Support Root Cause Analysis Project Management Technical Documentation Risk Assessment

AI Agents & Automation

Claude Code Google Gemini Microsoft Copilot n8n AI Agent Orchestration

Education

Degrees

2010 — 2014

B.S., Business — Information Technology Management

Western Governors University

1991 — 1995

Finance, College of Business Administration

St. John's University

Contact

Get in touch

Email Luisavelazquez@hotmail.com Phone (917) 751-4648 · (727) 753-8186 LinkedIn linkedin.com/in/luisavelazquez Location Greater Tampa Bay Area, FL