Dwight Saunders Email & Phone Number

Edmonton, Alberta, Canada

Manage IT Infrastructure and Operations projects.Collaborate with stakeholders to document project scope, deliverables, goals, risks, blockers, success measures, and estimated resources needed. Ensure that the projects remain in-scope and meet budgetary, scheduling and quality requirements.Creates, manages, and distributes project communications artifacts like charters, schedules, and budgets.Communicates to management, customers, project team members, and stakeholders’ status updates, soliciting plus addressing feedback. Assists in business development efforts to create project proposals, RFP’s, estimates and schedules.Monitors project budget and resourcing requirements.Plan, schedule, monitor, and report on activities related to the project.Plans and leads status review meetings, which may include internal team members, vendors, and customers. Resolves technical and operational issues as required.Managed the Desktop Evergreen of offices in Arizona, New Mexico, and Texas- Procurement of laptops, desktops- Managed the implementation of Digital Signage using Enplug.Managed the implementation of a Data Center- Procurement of a colocation in Arizona- Managed the implementation of Direct Internet Access- Procurement of networking gear (Routers, switches, firewalls, cabinets, accessories and PDUs)-Implementation and configuration of Data Center hardware- Managed the onboarding of Data Center- Responsible for the budget and resources for implementation.Managed the evergreen of physical security of fifteen offices in the USA.- Decommissioned the end-of-life C-CURE server- Procured licenses, software support of C-CURE 9000 series R- Procured and implemented new control panels.

St Albert, Alberta, Canada

Managed the day-to-day operations of the Service Desk, Desktop Support, Asset Management, Regulatory application support and IT Service Management teams.Manage an annual operating and capital budget of approximately $5,000,000.00.Experience in negotiating and managing external vendor contracts for End User hardware and software.Experience collaborating with internal stakeholder developing technology roadmaps for software, and hardware.Accomplishments:Collaborated with internal stakeholders to develop five-year technology roadmaps for end user hardware.Oversaw the Incident, Change, Problem, and Knowledge management programs.Procured, designed, configured, and deployed a SaaS ITSM tool. Developed the following IT services.IT Service CatalogSelf-Serve Knowledge BaseRedesigned the processes and procedures to improve compliance with software licensing agreements.Developed monthly service delivery reports for the AGLC’s Senior leadership. Increased monthly ticket resolution by 217%

St Albert, Alberta, Canada

Managed the day-to-day operations and career development of the IT Service Desk team.Accomplishments:• Developed monthly service delivery reports for the Client Support Manager• Consolidation of the IT Knowledge Bases• Designed and implemented the IT Walk-Up Service Desk• Increased monthly ticket resolution by 108%• Decreased call abandonment rate by 26.5%

Edmonton, Alberta, Canada

Managed the day-to-day operations of the Access, Change, Release, Problem and Asset management teams at the Edmonton Tax Services Office. (ETSO) Responsible for the recruitment and career development of staff.Managed all IT assets throughout the asset lifecycle.Managed and procured licensed software.Accomplishments:Redesigned the Access Management team in the Northern zone (Edmonton, Saskatoon, and Regina)Reviewed, analyzed, and redesigned processes and procedures adhering to industry best practices.Facilitated meetings with internal clients and subject matter experts, to streamline processes and procedures to increase efficiencies and improve service delivery metrics.The Access Management Team’s SLT Met metric increased by 15% in the first 12 months.

Ottawa, Ontario, Canada

Accomplishments:National Knowledge Management Program (Project Lead)• The project objective was to streamline IT support processes and to reduce support costs within the Information Technology Branch by creating a national Knowledge Management Program.• Worked with application developers using Agile/Scrum methodology.Helpdesk Renewal Initiative (Core team member)• Consolidated six regional IT Service desks into one national virtual IT Service Desk. • National Service Desk was comprised of 195 full time employees and provided support to 70,000 end users.• Team received an award at the Government Technology Exhibition and Conference (GTEC)National Quality Control Program (NQCP) (Core team member)• Created and implemented a governance model to standardize ticket creation.• Developed national field standards, case completion standards, sample cases, service specification sheets and IT support service catalogue.Collaborated with regional representatives to develop processes and procedures and analytic tools to improve the quality of IT tickets created within BMC Remedy.

Edmonton, Alberta, Canada

During my my 12 years at Canada Revenue Agency, I was a member of the Information Technology Division, where I had various support roles. Service Desk Analyst, Desktop Support Analyst, Server Administrator, and a Network Administrator.

Project Management Professional, Project Management, Certification

Bachelor Of Commerce - Bcom