Dyron C. Thompson
Gallup
Summary
Dynamic IT leader with extensive experience at DHHS, USPHS, excelling in IT governance and budget management. Proven track record of enhancing health information systems, achieving a 95% first-call resolution rate. Adept at performance evaluation and fostering collaboration, driving significant improvements in service delivery and operational efficiency.
Overview
35
35
years of professional experience
Work History
Chief Information Officer-IT Specialist
DHHS, USPHS, IHS-Navajo Area
Window Rock
08.2022 - Current
- Manages the entire IT health care delivery system for the service unit and is fully accountable for all aspects of the facility, including health care delivery.
- Leads in developing and implementing effective IT human resources management, policies, and programs for the service unit.
- Assisted in developing the IT service unit's budget and made final decisions on fund allocations and expenditures.
- Ensured compliance with FMFIA and GPRA, maintaining accreditation standards from the Joint Commission and AAAHC to uphold quality care.
- Oversaw the service unit’s Purchased and Referred Care (PRC) Program, evaluating the need for contracted services to optimize resource allocation.
- Developed a systematic plan to improve, assess, and monitor the quality of the organization's management of clinical and support processes.
- Established effective communication channels with tribal leaders to enhance collaboration within the service unit.
- Developed, evaluated, and adjusted organizational structures and systems to meet local goals, ensuring alignment with Area-level and Indian Health Service objectives.
- Prepares and presents operating plans and objectives of service unit programs to the Indian Health Service (IHS) Navajo Area Office.
Service Center Manager
DOI Bureau of Indian Affairs
Albuquerque
01.2017 - 08.2022
- Proven exceptional leadership as the Federal Service Desk Manager for the Bureau of Indian Affairs/Bureau of Indian Education.
- Achieved an 80 percent first-call resolution rate via online surveys and reduced wait times by 70 percent while handling over 2,000 calls per week and averaging 200+ calls daily for the past 10 months since I’ve been on board.
- Led BIA/BIE Service Desk team of 10 employees across 14 regional offices, enhancing operational efficiency and team cohesion.
- Directed transformation of BIA/BIE Service Center from dormant and unsupported office to a fully operational environment, providing high-quality IT support to all BIA/BIE administrative regional programs.
- Collaborated with BIA Senior Program Management to ensure the Service Center operation consistently meets all performance level requirements in respect to Cost, Quality, Productivity, Agent Satisfaction, Service Level Accountability, and Call Handling.
- Established budgetary planning in hardware, software, and personnel resources with respect to system development, program planning, and IT Customer Support.
- Developed standard operating procedures, performance goals, and objectives for the Service Center.
- Trained/coached/mentored Service Center agents with respect to system administration, customer service, IT Support delivery, and all performance metrics requirements regarding Statements of Work (SOW).
- Achieved compliance with all contractual requirements including Service Level Agreements and Key Performance Indicators.
- Facilitated program planning with senior staff to develop financial IT recommendations based on best practices from government and tribal agencies.
IT SPECIALIST - NATIONAL HELP DESK MANAGER
DHHS, USPHS, Indian Health Service (IHS)
Albuquerque
08.2002 - 12.2014
- Accomplished IT Specialist skilled in enhancing operational efficiency and boosting customer satisfaction through system development and maintenance of complex, critical systems.
- Adept at designing, implementing, customizing, upgrading, and migrating IT systems in large operational environments across multiple local and national programs.
- Proven leader and manager with over 15 years of experience in computer operations, network administration, and technical support, with a strong passion for customer service.
- Consistently demonstrates the ability to improve and evaluate department performance using various statistical and reporting methods.
- Developed processes to monitor trends from customer calls, issues, and queries, recommending improvements that enhanced technical service quality and reduced repeated incidents.
- Recognized for exceptional leadership as the IHS National Help Desk Manager, successfully leading a team of four local and twenty national employees across twelve Area offices nationwide.
- Guided the OIT National Help Desk transformation from a dormant operation to a robust environment that reliably provided high-quality IT support for all IHS administrative and clinical programs.
- Achieved a 95 percent first call resolution rate through online surveys and reduced wait times by 85 percent while managing over 2,000 calls weekly and maintaining an average of over 200 calls daily for the past eight years.
- Collaborated with IHS senior program management to ensure help desk consistently met or exceeded performance standards for cost, productivity, agent satisfaction, service level accountability, and call handling.
- Established budget plans for hardware, software, and personnel resources in system development, program planning, and IT customer support.
- Developed standard operating procedures, performance goals, and objectives for the Help Desk.
- Implemented, configured, and monitored system administration tasks for the Frontrange HEAT Help Desk System used for tracking calls and issues within IHS, covering multiple Tier levels across the Indian Health Service.
- Trained, coached, and mentored Help Desk agents on system administration, customer service, IT support delivery, and performance metrics.
- Ensured full compliance with contractual obligations, including all applicable Service Level Agreements and Key Performance Indicators.
- Facilitated program planning with senior staff concerning discussions and sound financial IT recommendations based on best practices within various government and tribal agencies.
Computer Specialist
DHHS, USPHS, Indian Health Service (IHS)
Albuquerque
07.1991 - 08.2002
- Worked in partnership with the Director of Information Services to manage information and technical needs at the national level aligned with respect to Service Units and Area Offices.
- Troubleshot IT-related issues and provided insights to senior management as Subject Matter Expert for IHS Help Desk Administration.
- Developed innovative solutions to resolve critical IT and Program Management challenges, collaborating with government and non-government agencies.
- Possesses extensive knowledge in programming and system administration tasks, focusing on mid-range hardware, software support, and maintenance systems.
- Coordinated as System Administrator and Project Coordinator for projects like ADT Building Contract (Building Security Systems) and Phillips Video System at Iron Mountain (Data recovery and storage environments).
- Collaborated with the Continuing Operations Planning team to ensure quick recovery of IHS services in response to natural, nuclear, or human-related disasters.
Education
Business Administration - Computer Information Systems
National College
Albuquerque, NM01-1993
English -
Fort Lewis College
Durango, CO01-1991
Liberal Arts - Liberal Arts and Sciences
Haskell Indian Junior College
Lawrence, KS01-1989
HS Diploma - General Study
Santa Fe Indian School
Santa Fe, NM01-1987
Skills
- IT governance
- Health information systems
- Risk management
- Compliance standards
- System administration
- Budget management
- Performance evaluation
Affiliations
HS Football Coach - Window Rock HS
Timeline
Chief Information Officer-IT Specialist
DHHS, USPHS, IHS-Navajo Area
08.2022 - Current
Service Center Manager
DOI Bureau of Indian Affairs
01.2017 - 08.2022
IT SPECIALIST - NATIONAL HELP DESK MANAGER
DHHS, USPHS, Indian Health Service (IHS)
08.2002 - 12.2014
Computer Specialist
DHHS, USPHS, Indian Health Service (IHS)
07.1991 - 08.2002
Business Administration - Computer Information Systems
National College
English -
Fort Lewis College
Liberal Arts - Liberal Arts and Sciences
Haskell Indian Junior College
HS Diploma - General Study
Santa Fe Indian School