Stephen Sanger Email & Phone Number

Designed, programmed, and tested the Employee Support Center, SAS’s internal service portal, using ServiceNow’s portal technology. Technical lead for search functionality in the Employee Support Center portal, including creating dashboards and reports to continuously improve the search experience. Designed and implemented knowledge management process as part of shift-left strategy to enable staff to perform self-service resolution, reducing service desk ticket volume. Technical lead for the ServiceNow knowledge management module, performing configuration, programming, and testing. Implemented ITIL-based Incident Management process across SAS IT, including defining standards, implementing process enhancements, and reporting. Designed and tested the migration of the incident management process from an internally developed tool to ServiceNow. Architected and implemented full-the-sun support models levering ServiceNow’s on-call, knowledge management, and incident management modules.

Cary, Nc

Managed the Service Availablity Management and the Center for IT Analytics teams total nine employess. Focus areas include monitoring the SAS IT environment, performing capacity planning, and managing SAS’s IT configuration management database (CMDB). Team also provided support of SAS solutions for several business units. The Center for IT analytics is a collaborative effort with SAS R&D, Sales & Marketing, and Professional Services to promote the use of SAS solutions for IT analytics.

Performed performance analysis on distributed IT systems to support problem resolutiona and capacity planning. Specialized in network infrastructure capacity planning.

Member of team that architected, implemented, and managed the SAS corporate LAN. Developed tools for network performance analysis and management, analyzed network traffic flows to identify potential bottlenecks. Architected layer-2 and layer-3 network topologies to meet service level expectations.