Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kimberly Jackson

Indian Land,SC

Summary

Resourceful and skilled Information Technology professional offering technical, data, project management, and complex problem-solving expertise. Adept at quickly learning new technologies and processes by leveraging current skills and experience. With more than 20 years of experience in healthcare/data/software, I have a proven track record of enhancing customer satisfaction, reducing operation costs, and streamlining operation. Renowned for building dynmaic relationships with a varied customer base, internal and external, across all levels of an organization. My passion, blend of technical and business acumen coupled with my ability to effectively communicate with customers on all levels, makes me rare and standout in IT. I always demostrate a high level of professionalism, ethical standards, and discretion when dealing with private or protected information such as healthcare or financial data and information.

Overview

15
15
years of professional experience

Work History

Specialist Product Support

PeraHealth/Spacelabs Healthcare
07.2022 - Current
  • Followed all company policies and procedures to meet defined SLAs and deliver quality support.
  • Demonstrated high level of professional ethical standards and discretion when dealing with protected healthcare data
  • Developed strong customer relationships and improved customer satisfaction rates through consistent communication, proactive problem-solving, and efficient complaint resolution.
  • Listened, interpreted, and responded to customers' needs with escalation to Development or Management teams when necessary.
  • Part of DevOps team that works closely with Global Technical Support, Development, Customer Success, and Clinical Education teams
  • Reduced costs by identifying errors in log files and implementing cost-saving measures.
  • Championed the adoption of new software, Zendesk, that streamlined workflows across multiple departments.
  • Provide interface support (HL7), application support, triage, troubleshooting, and root cause analysis for Rothman Index, SafeNSound, and Mirth applications; in a 24X7 support environment with off-hour upgrades, migrations and assigned on-call rotation.
  • Capture errors, recreating user issues, providing thorough documentation of issue resolutions for future use by Global Technical Support team.
  • Participate in daily stand-ups bringing questions, providing updates, and information needed for quick turnaround and resolutions to customer support cases.


Client Service Representative

NextGen Healthcare
03.2022 - 06.2022
  • Demonstrated high level of professional ethical standards and discretion when dealing with protected healthcare data
  • Delivered outstanding customer service by maintaining a professional demeanor with positive attitude during large volume of customer calls and high-pressure situations.
  • Managed and responded to incoming calls, emails, and online support tickets providing prompt attention, follow-ups, and timely resolution to customer issues.
  • Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
  • Provide interface support (HL7), triage, troubleshooting, and root cause analysis for NextGen Rosetta, Mirth, and Image Equipment applications; in a 24X7 support environment with off-hour upgrades, migrations and assigned on-call rotation
  • Collaborated with Technical Support, Interoperability, Account Managers, and Clinical teams on customer reported issues to increase customer satisfaction and retention.
  • Capture errors, recreating user issues, providing thorough documentation of issue resolutions for future use by other Client Service Representatives.


Data Integration Analyst

Cardinal Innovations Healthcare/Vaya Health
09.2020 - 03.2022
  • Provided technical, data guidance to IT team to set up data architecture.
  • Managed multiple on-going project tasks of various complexities, including migrations, and integration projects.
  • Created and maintained EDI mapping specifications, data integration, and Source to Target mapping documents to ensure compliance to business and technical requirements
  • Collaborated with Development and QA to provide accurate solutions and identify best services for business users.
  • Coordinated tasks with multiple priorities which require strong follow-up and consistent communication across functional internal and external teams.
  • Led and participate in weekly calls supplying customer project team and management with detailed updates on the project and action items to keep projects on task.
  • Monitored inbound and outbound data files exchanged over sFTP.
  • Worked with multiple vendors and managed service companies to capture and exchange patient, authorization, provider, claims, and contract rate data.
  • Validated results and assist in resolving errors in EDI and data integration processes.

Implementation Engineer

PeraHealth
03.2018 - 04.2020
  • Built dynamic relationships with customers, internal and external partners, to ensure successful completion through all phases of implementation.
  • Led and participated in weekly calls supplying customer project team and management with detailed updates on the project and action items to keep project on task and on budget.
  • Managed multiple complex project tasks of various complexities simultaneously, including net new installs, upgrades, migrations, and integration projects.
  • Directed the technical implementation of PeraHealth solutions including reviewing hardware requirements and specs, setting up servers, LDAP/SSO integrations, and installing and configuring the software.
  • Implemented HL7 data interfaces including ADT, Lab, Nurse Assessments, and Vitals to help integrate and bridge data to be easily shared with PeraHealth applications.
  • Participated in lessons learned meetings to identify areas for improvement within current processes, making recommendations for operational improvements.
  • Developed customized solutions tailored to each customer's unique needs, boosting user experience while driving results-oriented outcomes.
  • Worked on implementation, migration team to move application offerings from on-premise installs to SaaS Google Cloud Platform.

Technical Support/Business Analyst/Technology Eng

Premier, Inc
06.2009 - 03.2018
  • Demonstrated high level of professional ethical standards and discretion when dealing with protected healthcare data
  • Earned recognition and Premier Award as a top performer consistently exceeding targets and meeting organization goals throughout my tenure.
  • Maintained high levels of customer satisfaction rates through empathetic listening, consistent communication, proactive problem-solving, and efficient complaint resolution.
  • Listened, interpreted, and responded to customers' needs with escalation to Development or Management teams when necessary.
  • Developed functional and best practices training material/documentation for Tier 1/Tier 2 support analyst.
  • Executed tier-level support/call center to increase 1st call customer resolution and reduce the support queue.
  • Implemented support process improvements that resulted in reduced ticket resolution times from 60 days to 30 days or less.
  • Served as a subject matter expert in SafetySurveillor application, providing advanced-level training and informational documentation to Clinical Analyst Team and clients alike.
  • Provide advanced levels of interface support (HL7), application support, triage, troubleshooting, and root cause analysis for SafetySurveillor Infection Control, TheraDoc Clinical Surveillance, and Mirth applications; in a 24X7 support environment with off-hour upgrades, migrations and assigned on-call rotation
  • Partnered with hospital technical teams and interface specialists to help them understand their data, the technical and functional requirements, and the impact on the Premier applications to ensure data was properly bridged, transformed, and processed
  • Offered remote support for SaaS cloud-based and web-based clients via phone, email and chat.
  • Demonstrated an in-depth understanding of business issues and market demands and used that knowledge to elicit and translate into specific business requirements, functional requirements, technical requirements, and project scope.
  • Collaborated closely throughout the SDLC with the Development and QA teams in an Agile environment where documents were presented to be used as a basis for software development, improvements, design, and QA Testing.

Education

MBA - Project Management

Kellar Graduate School of Management
Charlotte, NC
06.2009

Bachelor of Science - Technical Management

DeVry University
Charlotte, NC
01.2006

Associate of Science - Computer Programming

Vatterott College
St Louis, MO
01.2002

Skills

  • Technical Support; On-call Support
    Technical Implementation of Software Solutions
  • Data: Analyzing, Migration, Integration
  • MS Azure, Google Cloud Platform, Amazon Web Services
  • SQL, JavaScript, Python
  • SQL Server, PostgreSQL, Oracle
  • Agile Methodology
  • EPIC, Cerner, Meditech, Allscripts, NextGen
  • LDAP, Active Directory
  • Windows, macOS, Linux
  • MS Project, Smartsheet
  • Apache: Tomcat, ActiveMQ
  • Mirth Connect, Rosetta, HL7
  • JIRA, Salesforce, ServiceNow, Zendesk

Timeline

Specialist Product Support

PeraHealth/Spacelabs Healthcare
07.2022 - Current

Client Service Representative

NextGen Healthcare
03.2022 - 06.2022

Data Integration Analyst

Cardinal Innovations Healthcare/Vaya Health
09.2020 - 03.2022

Implementation Engineer

PeraHealth
03.2018 - 04.2020

Technical Support/Business Analyst/Technology Eng

Premier, Inc
06.2009 - 03.2018

MBA - Project Management

Kellar Graduate School of Management

Bachelor of Science - Technical Management

DeVry University

Associate of Science - Computer Programming

Vatterott College

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Kimberly Jackson