1. Kimberly H. Barfield
Raleigh, NC 27614 919.812.3902
www.linkedin.com/in/kimbarfield kimb6019@bellsouth.net
INNOVATIVE PRODUCT SUPPORT MANAGER
Administers cost-effective solutions that ensure client satisfaction and
operational efficiencies
Professional with vast experience and increasing responsibility in supporting large base of physicians
with practice management systems. Possesses highest degree of integrity and easily adapts to changes
in the ever evolving Healthcare environment. Multi-tasker known for ability to communicate clearly
and calmly with clients, team members, peers in a high pressure setting. Skilled at identifying and
leveraging individual strengths and leading by example. Implements innovative solutions that
improve efficiency and employee satisfaction. Areas of expertise include:
Collaborative Leadership | Problem Solving | Process Improvements | Coaching
and Mentoring
PROFESSIONAL EXPERIENCE
FUJIFILM MEDICAL SYSTEMS USA, Morrisville, NC 2015-present
Manager, Synapse Cardiovascular Support
 Manage team of advanced technical engineers that deliver support and technical advice to hospital
database administrators and technicians within the specialty of Cardiology.
 Hire, mentor and motivate performance of technical engineers.
 Ensure compliance with all applicable requirements of the FDA.
 Own and continuously improve business process related to customer service and maintenance.
 Work daily with Sales, Implementations, Development and other team to exeed client expectation.
 Oversee staffing coverage for a 24/7 support environment ensuring timely assistance for the client
base.
 Hold regular status meetings with individual clients to ensure timely resolution of critical patient
safety issues as well as non-critical requests.
ALLSCRIPTS HEALTHCARE SOLUTIONS, INC., Raleigh, NC 1991 - 2015
Product Support Manager 2012 - 2015
Managed teams of support analysts that delivered application, technical, and hardware support for a
large client base. Oversaw all daily operations to ensure client satisfaction and operational efficiencies
were consistently met. Worked directly with global team members to resolve issues, prevent
escalations, and continuously improve processes and skills, with a goal of exceeding client
expectations with each encounter.
 Developed and maintained relationships with clients, evaluating escalated issues, identifying best
path for resolution, and following up to ensure customer satisfaction.
 Provided strong leadership to a diverse team of technical and application analysts by setting clear
expectations and providing constructive feedback which fostered an environment of open dialog
and continuous improvement.
 Created and maintained detailed employee dashboards by compiling reports which measured
client response time, issue resolution times, and other pertinent statistics. Used data for
establishing promotions, determining salary increases, and delivering performance evaluations.

2.  Held regular meetings which promoted communication between US and offshore team members,
as well as one-on-one meetings to share individual metrics and coach staff.
 Monitored staffing attendance compliance and oversaw staffing coverage for a 24/7 support
environment ensuring timely assistance for the client base.
 Executed personnel actions including annual performance evaluations, hiring, and termination of
employment, balancing the needs of the employee and the organization.
Assistant Manager – Product Support 2008 - 2012
Worked directly with senior management to oversee daily processes for US team members as well as
analysts in Manila, Philippines and Pune, India. Ensured that knowledge transfer was delivered to
individual analysts on a daily basis. Effectively communicated with management of other internal
departments to provide timely and accurate client resolutions.
 Performed quality monitoring and provided ongoing coaching feedback to analysts, enabling team
members to improve knowledge and/or deliver a resolution, resulting in growing client
satisfaction.

3. Kimberly Barfield kimb6019@bellsouth.net Page Two
Assistant Manager – Product Support (Continued) 2008 - 2012
 Oversaw quality assurance projects targeting software defects prior to release of new versions to
client base by participating in code reviews and reviewing product documentation, which resulted
in successful testing based on test plans and product specifications.
 Operated around-the-clock with team during major software crisis, quickly resolving issues to
minimize liability, reduce client downtime and improve corporate image.
 Maintained seamless client support by developing strong working relationships and lines of
communication with internal departments.
 Worked with peers and management to develop and maintain Standard Operating Procedures
(SOPs) as well as process improvements by collaborating in writing and testing of SOPs prior to
implementation.
 Served in lead role for company fundraisers and events, including American Heart Association,
Client Support Appreciation Week, and the Salvation Army, by collecting vendor donations for
raffles, arranging after-workactivities for 500 Support Team members, and coordinating
charitable Christmas giving.
Application Resource Analyst 2004 - 2008
Provided support in a team-oriented environment for Allscripts/Misys/+Medic hardware and
software applications in the physician practice management product line. Assisted account managers
in the resolution of hardware and software issues.
 Trained new and existing employees on use of software processes within several applications, as
well as provided training on call management and documentation of troubleshooting steps.
 Responded in a timely manner to physicians, internal management, and staff, promoting customer
satisfaction.
 Recipient of President’s Award (top company award) for outstanding team leadership and
exceptional client support.
Previously Held Positions:
Senior Application Product Specialist
Application Product Specialist
Prior Experience Includes: ATLANTIC STATES BANKCARD ASSOCIATION,Raleigh, NC
ATLANTIC STATES BANKCARD ASSOCIATION, Raleigh, NC
EDUCATION
Bachelor of Science, Major: Clothing & Textile Merchandising, Minor: Business Administration, East
Carolina University, Greenville, NC