Caleb Sanders Email & Phone Number

- Provide support as a System Administrator for ServiceNow ITSM tooling, including managing and developing user stories and functional PRPs in JIRA- Provide ITIL-based Information Technology Service Management (ITSM) knowledge and expertise- Assist customers in the review and evaluation of Service Transition / Operations functions including Event Management, Incident management, Problem Management, Change Management, Request Management, Knowledge Management, Asset Management, Configuration Management, Release & Deployment Management- Provide support to the preparation and evaluation of technical documents- Oversee and develop performance dashboards, KPIs, and metrics to fulfill organizational objectives- Manage the Service Deployment Process and coordinate efforts across Infra Service Lines and BSS entities- Monitor performance in order to achieve goals and expectations- Prepare and present monthly operational report to IT management

Greenville, South Carolina, United States

- Coordinates with suppliers involved in changes - Organizes the change assessment, facilitates approval, and ensures that change tasks are performed by change implementer(s)- Ensures all change SLAs and objectives are met- Requirements gathering and development of Power BI dashboards when requested

San Antonio, Texas Area

- Experience in requirement gathering/analysis, design, development, testing, and production roll out of reporting and analysis projects- Hands on experience on Tableau Desktop version 2019, Tableau Prep 2019, and Tableau Server, producing attractive visuals and dashboards to convey the story inside the data- Involved in troubleshooting of performance issues which were associated with Tableau visuals and dashboards- Involved in administration tasks such as publishing workbooks, setting permissions, managing ownership, providing access to users, and adding them to specific groups- Stood up a Change Management process for the Continual Service Improvement team to track Tableau development changes (This includes tracking change requests, hosting Change Control Board meetings, creating and assigning work to team members, and creating an SOP and Work Instructions)- Responsible for configuration and ongoing management of JIRA and Confluence team sites- Acted as Project SME for the acquisition, requirements gathering, and roll out of the Knowledge Management tool for the National Support Desk and US Court customers (This tool served as the central knowledge base for the Administration Office of the US Courts)- Designed and documented Knowledge Management and Knowledge Centered Support processes, procedures, and KPIs- Provided business and technical support for Knowledge and Incident ITIL processes- Contributed to the development and maintenance of all ITSM processes- Met and interacted with all levels of leadership and played a key role in ensuring the success of all ITSM processes

San Antonio, Texas Area

- Responsible for enforcing the Change Management process for all technical work taking place- Utilize ServiceNow, HP KISAM, and IBM ClearQuest applications to track all change requests- Point of contact for IRS client, keeping them informed of changes that may affect their systems or require their approval- Ran a Change Control Board meeting twice weekly with 70 to 100 attendees- Coordinate with technical teams and leadership to ensure all changes are safe and necessary- Responsible for daily, weekly, and monthly deliverable submissions to the client

San Antonio, Texas Area

- Responsible for tracking project progress and budget using Microsoft Project- Used MS Excel daily to report on budgeted hours vs actual hours being charged to Project Managers- Provided weekly and monthly project metrics to leadership- Reviewed work completed by junior staff to ensure work products submitted were accurate

San Antonio, Texas Area

- Responsible for ensuring Service Desk Analyst performance and customer service met quality requirements- Responsible for coaching all Service Desk Analysts in regards to their quality statistics- Interviewed perspective employees- Handled customer complaints directly over the phone or via email- Worked in the Level 1 capacity taking calls during times of high call volume