Summary
Overview
Work History
Education
Skills
Education Certifications
Value Proposition
References
Certification
Timeline
Generic

Stephanie Galloway

Glen Burnie,MD

Summary

Collaborative System Engineer proficient in BMC Helix. Expertise in resolving test failures and providing technical resolutions without compromising product. In-depth knowledge of ITIL. Outstanding communication, recordkeeping and analytical capabilities.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Geico
03.2008 - Current
  • Senior System Engineer - ITSM at Geico

Senior Systems Engineer

GEICO
03.2008 - Current
  • Responsible for onboard/offboarding associate project
  • Created efficient onboarding and offboarding processes for new IT associates and contractors, ultimately creating fulfillments for various teams
  • Liaison between various teams to ensure requirements were met.
  • Worked with stakeholders to determine implementation and integration of system-oriented projects.
  • Performed root cause analysis to provide resolutions for production issues.
  • Created manuals and taught training sessions to educate co-workers on new systems.
  • Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
  • Completed software updates and assessed security patches for optimized computer use.
  • Participated in system development life cycle from requirements analysis through system implementation.
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.

  • Took ownership of the Helix SmartIT project
  • Developed training documentation and provided training for SmartIT for support staff in all modules
  • Gathered requirements with various stakeholders, assessing the validity of requirements and recommending best options for developing solutions within the tool
  • Created the Sharepoint site.

  • Responsible for Kinetic to BMC SRM (with MyIT interface)
  • Spearheaded the upgrade from Kinetic Request to BMC SRM (MyIT); project lead over its implementation
  • Consolidated 100+ service requests, including building, testing, and quality control for 300 requests in MyIT
  • Handled the implementation of work order fulfillment
  • Managed the daily workload of 10 offshore consultants
  • Schedules and facilitates status updates, calls, and meetings.

GEICO
09.2000 - 03.2008
  • Associate Systems Engineer - Help Desk at GEICO

Tier-2 Technician

  • Managed all aspects of the Helpdesk as a Tier-2 Technician
  • Supported more than 40k internal users
  • Serviced, on average, 600 calls per day
  • Analyzed Help Desk workflow in order to identify potential issues and deliver resolution
  • Proactively ensured the highest levels of systems and infrastructure availability, stability, scalability, and performance.

Education

Associate of Arts -

Anne Arundel Community College
Arnold, MD

Skills

  • IT service management and project management expertise
  • Process improvement and customer-focused skillset
  • BMC Helix Administration
  • Excellent time management skills, able to juggle operational issues
  • SharePoint Administrator
  • Intellectual curiosity and desire to learn new skills and technologies
  • Comfortable working with analysts, developers, and architects across multiple teams to collaboratively find solutions to multi-layer problems
  • Strong critical thinking and troubleshooting skills
  • Ability to plan, execute, and manage complex projects and initiatives
  • Strong oral and written communications skills
  • Values diversity and inclusion
  • Technical Analysis
  • Root Cause Analysis
  • Continuous Improvement

Education Certifications

  • Associate of Arts, credits earned, Anne Arundel Community College
  • BMC DWP 3.0 Certified
  • ITIL v3 Certified
  • MS Certified: Azure Fundamentals
  • Certified Scrum Master
  • Certified Administrator BMC AR 7.6.04

Value Proposition

Highly experienced, self-starting professional with project management and IT systems management expertise and the proven ability to think strategically in an agile and collaborative team-oriented environment; imparts operational support of various tools to ensure functionality and to meet business needs; notably, successfully communicates technical and nontechnical concepts

References

REFERENCES AVAILABLE UPON REQUEST

Certification

Certified Scrum Master

ITIL v3

Certified BMC Digital Workplace Advanced

Timeline

Senior Systems Engineer

GEICO
03.2008 - Current

Geico
03.2008 - Current

GEICO
09.2000 - 03.2008

Tier-2 Technician

Associate of Arts -

Anne Arundel Community College

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Stephanie Galloway