Desired Job Title
Customer Service RepresentativeIT ManagerIT SpecialistIT DirectorChief Information OfficerWork Type
Full TimeLocation Preference
HybridLocation: Gallup, NM, US
Open to relocation: Yes
Dyron C. Thompson
IT Specialist / CIO
Gallup,NM
Work Preference
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
33
33
years of professional experience
Work History
Chief Information Officer-IT Specialist
DHHS, USPHS, IHS-Navajo Area
Window Rock, AZ
08.2022 - Current
- Manages extensive IT healthcare delivery system for service unit, taking responsibility for every facet of facility operations encompassing healthcare delivery.
- Spearheads formulation and execution of impactful IT human resources management strategies and initiatives for service unit.
- Spearheaded creation of IT service unit budget and finalized decisions on fund allocations and expenditures.
- Sustained adherence to FMFIA and GPRA, upholding accreditation standards from the Joint Commission and AAAHC to promote quality care.
- Supervised service units' purchased and referred care (PRC) program, evaluating demand for contracted services to improve resource allocation.
- Devised a structured approach to advance assessment and tracking of quality regarding theorganization's management of clinical and support processes.
- Implemented strong communication mechanisms with tribal leaders to improve collaboration within the service unit.
- Redesign NAO's network infrastructure and establish the necessary tier-level hierarchy.
- Founded standardization of all IT equipment and solidified an area-wide training environment for all Navajo Area Offices, Service units, and Facilities
- Developed, evaluated, and adjusted organizational structures and systems to meet local goals, ensuring alignment with Area-level and Indian Health Service objectives.
- Coordinates and showcases strategic plans and objectives of service unit programs to Indian Health Service Navajo Area Office.
- Managed budget planning for hardware, software, and personnel resources concerning system development, program planning, and IT customer support.
• Created standard operating procedures, performance goals, and objectives for the Service Center.
• Trained, coached, and mentored Service Center agents regarding system administration, customer service, IT support delivery, and all performance metrics requirements related to Statements of Work (SOW).
Service Center Manager
DOI Bureau of Indian Affairs
Albuquerque, NM
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.
- Overhauled BIA/BIE Support application and built, installed, and provided significant enhancements Service Now
- Collaborated with Department of Interior’s program started building a signal ticketing system for all DOI programs based on my expertise.
- 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, NM
08.2002 - 12.2014
- Specialized in crafting, integrating, and modifying IT systems across extensive operational landscapes, incorporating diverse local and national programs.
- Dynamic leader and manager with a solid 15-year track record in computer operations, network administration, and technical support, dedicated to elevating customer service satisfaction.
- Developed processes for analyzing trends from customer calls related to issues and inquiries, proposing enhancements that improved technical service quality and reduced recurrence instances.
- Recognized for exceptional leadership as IHS National Help Desk Manager, effectively guiding a team of four local and twenty national employees across twelve area offices nationwide.
- Oversaw national help desk evolution from a non-functional state to efficient operation, ensuring exceptional IT support for all IHS administrative and clinical programs.
- Attained a 95 percent first call resolution rate through online surveys and minimized wait times by 85 percent while managing over 2000 calls weekly and maintaining an average of over 200 calls daily across the last eight years.
- Collaborated with IHS senior program management to ensure the help desk consistently met or exceeded performance criteria for cost productivity and agent satisfaction
- Formulated comprehensive budget strategies for hardware, software, and personnel resources in system development program planning and IT customer support.
- Directed, enhanced, and supervised system administration tasks for the Frontrange Heat Help Desk system, utilized in tracking calls and issues across multi-tier levels of the Indian Health Service.
- Guaranteed full adherence to contractual obligations encompassing all relevant service level agreements and key performance indicators.
- Directed program planning in collaboration with senior staff, focusing on strategic discussions and financial recommendations based on best practices from 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