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Stephanie Sutherland
IT Service Management at Duke Health Technology Solutions
Professional Background
Stephanie Sutherland is a dedicated and innovative professional currently serving as the Knowledge Management Process Owner at Duke Health Technology Solutions (DHTS), an integral IT division within Duke University Hospital. Her journey with DHTS began as a Technical Writer for the Service Desk Team, where she developed a strong foundation in IT service documentation and customer communication. As the department evolved through the implementation of the ITIL framework, Stephanie embraced new challenges and took the lead in establishing a formal policy and common framework for Knowledge Management. Her forward-thinking approach has ensured that relevant information is consistently available to deliver efficient services with a keen focus on improving service quality and achieving customer satisfaction.
Under her guidance, DHTS has significantly advanced its IT service management capabilities. Notably, in 2015, Stephanie introduced Problem Management to her team, pioneering its first implementation that fundamentally changed the way they managed problem records. In April 2020, she played a critical role as team lead in the integration of ServiceNow's Problem Best Practices (V2) solution, aligning the department with the latest standards for problem lifecycle management. Her contributions have established DHTS as a leading example of effective IT service management, making a considerable impact on both staff and end users.
Stephanie has been an enthusiastic team member in various significant projects, including the deployment of ServiceNow's Portal which serves the end-user community and hospital staff, along with the launch of the Mobile Agent App designed for the Field Services teams. These initiatives demonstrate her commitment to leveraging technology to enhance service delivery and user experience at Duke Health.
Education and Achievements
While the specifics of Stephanie's formal education are not detailed, her trajectory at Duke Health Technology Solutions highlights her continuous learning mindset and her dedication to professional growth in the ever-evolving tech landscape. Her noteworthy achievements include receiving the Duke Health Technology Solutions Coin of Excellence in 2015 for outstanding contributions and innovation within her role. Furthermore, in 2017, she was recognized by Duke's Chief Information Officer through a nomination for the prestigious Blue Ribbon Diversity Award, particularly for her impactful work in pet therapy, showcasing her dedication not only to technology but also to community well-being.
Outside of her professional commitments, Stephanie’s personal interests and activities enrich her character as a community-oriented individual. She is an extremely active volunteer soccer coach in her local community, which demonstrates her passion for leadership and team-building outside the workplace. Her hobbies also include paddle boarding, mountain and trail biking, trail running, and being a 'Jeep girl', reflecting an adventurous spirit and love for the outdoors.
Core Strengths and Skills
Stephanie has a remarkable set of strengths identified by the Strengths Finder assessment developed by Tom Rath. Her top five strengths highlight her exceptional interpersonal skills and organization capabilities:
- WOO (Win Others Over): Stephanie thrives on meeting new people and establishing connections, making her a valuable asset in collaborative environments.
- Includer: She possesses a deep awareness of those who may feel excluded and actively seeks to include them, fostering an inclusive culture wherever she goes.
- Arranger: Stephanie is not just skilled at organizing but also demonstrates flexibility in her arrangements which maximizes productivity across teams.
- Responsibility: She embodies accountability and integrity, making her a trustworthy and reliable team member who honors her commitments.
- Communication: Her strong communication skills allow her to articulate thoughts clearly and present ideas effectively to diverse audiences.
Community Engagement and Personal Interests
Stephanie is also highly engaged in her community as a volunteer soccer coach, where she applies her leadership skills to inspire youth and promote teamwork among young athletes. Her active lifestyle is complemented by a variety of outdoor pursuits, including paddle boarding and mountain and trail biking, demonstrating her zest for life and love for nature. Additionally, her enthusiasm for trail running and her adventurous side as a 'Jeep girl' further illustrate her dynamic personality and commitment to living life to the fullest.
In conclusion, Stephanie Sutherland's professional journey at Duke Health Technology Solutions showcases her remarkable contributions to IT service management, her dedication to improving organizational processes and her commitment to community involvement. With a strong foundation in technology, exceptional interpersonal skills, and a passion for inclusivity, she continues to make a significant impact both within her organization and the community at large.