Ruth Ann Saunders Email & Phone Number

Waterloo, Ontario, Ca

Waterloo, Ontario, Ca

Manage all aspects of professional service delivery sales processo Management of opportunity life cycleo Revenue and bookingso Scoping professional services engagementsBuilding and maintaining customer relationshipsBridge professional services sales and deliveryDelivery escalation Presale technical support for sale team

Waterloo, Ontario, Ca

• Defined Program scope, identified/built/led PS team that fluctuated as needed between 4 to 10 internal and equally as many client resources through 10-month program for US government client’s migration from GFE to UEM; managed $1M+ budget• Program & Delivery manager for large financial customer for 3 years, with project budgets of $3.2M• Personally, successfully managed projects for over 40 clients in 5 years across all verticals

Waterloo, Ontario, Ca

• Built strong relationships with Mobility Product owners at BlackBerry’s largest accounts in financial and government resulting in continually growing professional services business and improved 1 on 1 relationships with project stakeholders• Provide governance over a resource bench that includes 28 internal and external consultants • Lead team that owns delivery for all Professional Services engagements in NALA; accountable for Customer Satisfaction, from both a product perspective as well as delivery; responsible for revenue tied to that delivery• Provide pre-sale support for consulting sales teams by scoping services engagements, through customer facing meetings to determine customers business requirements, working with internal engineering team to properly evaluate effort, creation of Statement of Work, work with legal, sales and customer through sign off• Partner Management, including onboarding and offboarding of third-party service providers, maintain relationship with partner’s senior management, defining expected reporting for all engagements, reviewing billing• Ongoing efforts with partners to develop PMO team by working as program manager while mentoring junior project managers individually• Working with Partners to define new Professional Services offerings, including managed services opportunities • Perform workshops with large clients to help define areas of needed support and then mapped these to Professional Services offerings• Partner with internal teams to create support processes and procedures to allow supporting of managed services offerings• Escalation point for NALA projects, responsible for pulling in additional resources within PS or Sales or Product• Developed strong working relationships across Orgs, including Product, Customer Support, Sales which results in quick response when addressing customer needs in both pre & post sales situations

Indianapolis, In, Us

Lead Mobility project manager responsible for mission critical BlackBerry/Good Technology implementations• Managed multiple project teams of 6-10 members simultaneously from kick-off through completion and acceptance • Managed project budgets exceeding $200k for Fortune 100 customers• Responsible for all senior level communications between project sponsor, project stakeholders and technical teams• Maintained each project’s RAID to ensure successful completion• Host weekly project team meetings, publish meeting notes and weekly status dashboards• Developed PMO methodology for BlackBerry projects; trained new project managers to support the methodology• Worked with clients in verticals that include Financial, Energy, Government, Aerospace, Insurance

Mchenry, Il, Us

Managed team of 5 EDI developers responsible for stabilizing new Oracle environment with end goal to move to managed services• Lead creation of process for development intake which prioritized requests to increase the ability to schedule work to ensure department success• Trained staff on use of process and led continual process improvement efforts to ensure process success• Six-month goal was achieved in 4 months

New York, Ny, Us

Project manager responsible for identifying client’s business critical data and migrating 2000+ file transmissions from decommissioned platform to new platform. Role included identifying key stakeholders, directly contacting 150+ clients, clarification and documentation of client technical requirements. Coordinated both internal engineering and client resources. Critical to the success of the project was managing all communications & processes from initial client contact, through successful completion of the end-to-end testing.

Irving, Texas, Us

Service delivery manager focused on managing 10-12 accounts simultaneously across multiple verticals, with responsibilities for all technical projects, programs, and client relationships, along with revenue management. Responsibilities included:• Strategic planning with client’s senior management • Identifying service delivery objectives and defining/meeting SLA’s• Translating business needs into actionable plans• Articulating needed process changes and then implementing• Identified and developed future business opportunities• Responsible for contract agreement renewal process• Effectively managed cross-functional teams on 3 continents• Responsible for internal & client Change Management

Privately owned IT Consulting firm • Encouraged staff development by supporting and encouraging upskill training and allowing team members to take on tasks outside their comfort zone• Built company from a single employee to a company that supported over 30 employees and a payroll of $1.5M+ with full benefits• Negotiated contracts with multiple Fortune 100 companies• Ongoing process improvement was required for staffing, training, payroll, marketing as company grew• Improved team interactions with annual picnic that focused on team building activities

Performed Executive Level Assessment of existing IT support organization with end goal to increase the effectiveness of the user support team.• Conducted interviews with key stakeholders including customers, user support team and management• Analyzing existing data and metrics in Footprint for content and to define trends• Reviewing support policies, procedures & processes• Delivered final observations and recommendations for improving user support that included short and long-term goals as well as next steps in order to clarify and gain buy in for a phased plan

Fort Lauderdale, Florida, Us

Developed process, procedures and metrics for the Teacher Technology Support Center.

Chicago, Illinois, Us

Global Help Desk OutsourceSuccessfully created a Global IT Help Desk as a managed service offering, including management and staffing of all operations that supported over 10,000 employees worldwide with 7 x 24 x 365 support. Created new business processes, trained and managed staff for support of midrange and desktop computing hardware and software, internal and external data and voice networks.

Chicago, Illinois, Us

Multi-million dollar network redesign projectCreation of strategic plan, analysis of existing networking environment, creation of new network design, creation of RFP and review of responses, testing of alternate solutions, and deployment. Responsible for all vendor relations before, during and after bid process. Satellite office annexation projectDesigned network architecture to support multiple remote offices ranging in size from 100 to 1000 users; created equipment purchasing lists and installed all networking hardware; managed end user moves.

Miami, Fl, Us

Created a multi-vendor / multi-department team of 30+ to evaluate and stabilize LAN/WAN and reduce corporate downtime by identifying problems arising from issues with network architecture and protocols; Developed processes and procedures to accommodate integration of new software solutions and expansion with final recommendations documented and delivered to senior IT management.

Miami, Fl, Us