Hi, I’m
Kimberly Riviere-Thompson
Hillsboro,OR
Summary
Experienced IT professional with 16 years of experience in technical support and system analysis. Demonstrated excellence in customer support within diverse healthcare facilities. Proficient in resolving complex technical issues and improving operational processes. Proven track record in IT and information system management, with a strong background in health information technology and business analysis.
Overview
16
years of professional experience
1
Certification
Work History
Tibersoft Inc
Client Support Analyst
09.2023 - Current
Job overview
- Offer customer support by promptly and accurately addressing and average of 10-30 tickets each day which includes technical issues, ensuring seamless application functionality and user access management
- Collaborate with Engineering to identify, diagnose, and facilitate the resolution of client-reported issues, enhancing overall product reliability
- Oversee production system operations, proactively recommending and aiding in the implementation of process and technology enhancements to optimize performance.
- Managed high-volume client inquiries, consistently meeting or exceeding resolution targets and response time goals.
- Escalated critical client concerns appropriately while maintaining clear communication channels throughout problem-solving processes.
Internountain Healthcare (Mastech Digital)
Sr Technical Analyst
10.2019 - 01.2023
Job overview
- Conducted comprehensive analysis of technical systems and processes, identifying opportunities for operational efficiency and optimization
- Resolved intricate technical issues by determining root causes and executing corrective measures in collaboration with cross-functional teams
- Performed detailed research and analysis to inform decision-making, employing various tools and methodologies to evaluate technical options and assess associated risks
- Collaborated with stakeholders to design and implement technical solutions that supported business goals and satisfied user needs, including system architecture design and technology selection.
- Developed custom software applications tailored to meet specific business requirements and improve operational efficiency.
- Enhanced system performance through regular monitoring, maintenance, and troubleshooting tasks.
SLC Behavioral Health
Health Information Technology Specialist
06.2018 - 09.2019
Job overview
- Diagnosed and resolved hardware, software, and application issues for health information technology systems, providing technical support through phone and email communications
- Ensured data integrity and improved reporting functions by meticulously maintaining and updating critical databases, effectively minimizing data discrepancies
- Analyzed clinical workflows in collaboration with healthcare professionals, recommending process enhancements and automation strategies to elevate patient care and operational efficiency.
- Set up network profiles, security permissions and file sharing systems.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Trained end-users on new software applications, increasing productivity across departments.
U of U Health
Senior Business Systems Analyst
05.2014 - 05.2018
Job overview
- Managed technical support and issue resolution for a learning management system, enhancing user experience for a large employee base
- Facilitated cross-functional collaboration with the instructional team to ensure the successful rollout of annual training programs, including pre-launch quality assurance of course content and compatibility
- Delivered comprehensive training to staff on LMS administrative functions, improving system proficiency and ensuring accurate compliance reporting.
- Increased operational efficiency by automating routine processes, allowing staff to focus on higher-value tasks.
- Conducted comprehensive testing processes for quality assurance, minimizing post-deployment issues and improving end-user satisfaction.
R Systems
Technical Support Representative
05.2013 - 05.2014
Job overview
- Provided technical support through multiple channels, including phone, email, and chat, successfully resolving customer inquiries by diagnosing hardware and software issues and delivering step-by-step troubleshooting guidance
- Escalated advanced technical problems to specialized support teams in accordance with established procedures, contributing to prompt and effective issue resolution while maintaining a commitment to customer satisfaction.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Collaborated with product teams to improve software based on customer feedback.
UHS Delaware
IS Support Specialist/Senior Desktop Support Technician
09.2010 - 05.2013
Job overview
- Troubleshot and resolved a variety of user issues, enhancing system reliability and user satisfaction
- Conducted hardware and software installations and monitored network components, contributing to effective system maintenance and seamless migrations
- Administered user account management, implemented data backup procedures, and monitored server performance, ensuring compliance with security protocols and data integrity.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Conducted regular follow-ups with customers to ensure their issues were fully resolved and to gather feedback for service improvement.
- Created user accounts and assigned permissions.
Cedars Sinai Hospital
Senior Support Specialist
04.2008 - 09.2010
Job overview
- Efficiently addressed a significant backlog of support tickets, restoring system functionality and resolving user issues related to computer software and hardware
- Collaborated with the support team to formulate support strategies and service goals, while managing escalated customer inquiries to achieve timely resolutions and maintain customer satisfaction.
- Delivered exceptional remote assistance using screen-sharing tools for faster troubleshooting resolution times.
- Conducted regular performance reviews, setting goals, and providing constructive feedback to drive continuous improvement.
- Installed and configured operating systems and applications.
Education
American Intercontinental UniversityLos Angeles, CA
Master's from Computer Applications
11.2007
DeVry UniversityOrlando, FL
Bachelor of Science from Management Information Systems
06.2003
Skills
- Interpersonal and written communication
- Attention to Detail
- Problem-Solving
- Multitasking
- Effective Communication
- Client documentation
Certification
- ITIL V3 Foundations Certified, Axelos
- Scrum Master Certification, Scrum Alliance
Timeline
Client Support Analyst
Tibersoft Inc
09.2023 - Current
Sr Technical Analyst
Internountain Healthcare (Mastech Digital)
10.2019 - 01.2023
Health Information Technology Specialist
SLC Behavioral Health
06.2018 - 09.2019
Senior Business Systems Analyst
U of U Health
05.2014 - 05.2018
Technical Support Representative
R Systems
05.2013 - 05.2014
IS Support Specialist/Senior Desktop Support Technician
UHS Delaware
09.2010 - 05.2013
Senior Support Specialist
Cedars Sinai Hospital
04.2008 - 09.2010
American Intercontinental University
Master's from Computer Applications
DeVry University
Bachelor of Science from Management Information Systems
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