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SUJA SUKUMARAN

Plano, TX ***** 720-***-**** ***************@*****.***

www.linkedin.com/in/sujasukumaran/

PROFESSIONAL SUMMARY

• ITIL V3 Foundation & Intermediate certified Process Analyst with over 7 years of experience in ITIL process implementation and Governance in the below ITIL areas: o Incident Management

o Problem Management

o Service Level Management

o Continuity Management

o Continual Service Improvement

o Service reporting and KPIs

• Strengths include creating Automated Excel Dashboards, crafting clear and concise status updates on Incidents and Problems to Executive level IT and Business leadership.

• Experienced in Reporting tools - Remedy and ServiceNow

• Storyteller, Blogger and Digital content creator. Owns a blog for ITIL and a YouTube channel. SKILLS

• ITIL V3 Intermediate - Service Design

• ITIL V3 - Foundation

• Reporting Tools - ServiceNow, Remedy

• Advanced Excel skills using Macros

• PowerPoint Animations

• Service Level Management

• Incident Management

• Problem Management

• CSI

• IT Security

• MS-Visio

WORK HISTORY

Volunteering Experience – 2015 – Present

I took a break from my professional career in 2015 for raising my children. During this time I explored new areas of interest and acquired new skills as given below :

• Blogging –

o Owns a blog on ITIL. (mynotesonitil.wordpress.com). o Wrote articles in LinkedIn on the topics – ‘How to build your career during career break’, ‘Do you still have that skill?’, What is User Experience ?, Review of book –‘Design of everyday things’.

• Storytelling –

o Certified oral Storyteller from a non-profit organization ‘Spellbinders’. o Conducted Storytelling programs at Schools, Daycares, Book Stores etc.

• Digital content creation –

o Produced digital content for an Educational YouTube channel which focuses on Scratch Programming, Everyday Science facts, Math Tips and Tricks, Biographies, and more. A break always brings in new perspectives. With all the above experiences I significantly improved my written and oral communication, Audience retention skills, social media marketing, Filming and editing skills.

Professional Experience:

Organization: UST Global – India (https://www.ust-global.com/) Duration: 2008 - 2014

Role: ITIL Incident Manager and Problem Manager, 01/2011 to 12/2014 Key responsibilities:

Incident Management:

• Performed incident trend analysis on a monthly basis and raised problem tickets for recurring and major incidents. Followed-up until closure and ensured those incidents are not repeated.

• Performed both reactive root-cause analysis and proactive trend analysis within IT.

• Performed priority incident impact assessment and potential business impacts and escalated to respective teams as needed.

• Took initiative to drive incidents to closure, took charge of resolution activities.

• Utilized ITIL knowledge during audits to ensure Incident Management process is being adhered to.

• Managed the Major Incident Management (MIM) process and ensured adherence of the process and escalation requirements within the various support and delivery areas.

• Facilitated ITIL based service support which may include incidents, requests, changes, knowledge management, SLAs and Continuous service improvement.

• Acted as a single point of command and control to drive rapid service restoration. Major Incident Management:

• Co-ordinated with Service Desk and Service Owners in the identification of Major Incidents.

• Managed Major Incidents, to ensure that these are diagnosed and escalated appropriately.

• Co-ordinate with IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents;

• Ensured that all Major incidents are identified, triaged and restored within SLA guidelines.

• Facilitated calls with Service Owner and restoration team to speed up the resolution of issues impacting critical business services to customers.

Problem Management – Identifying problems and RCA Review

• Conducted Problem Review calls on weekly basis with various support teams to identify the Root cause or Workaround to fix the issue.

• Documented RCA and published it to IT Management.

• Analyzed the trend of upcoming incidents to ensure that the incidents does not recur after implementing solution.

• Ensured that the right resources are available to investigate, identify, and resolve the root cause of a problem.

• Provided a regular and clear status on the operational performance of all areas of the service, including internal SLA's, monitoring trends, and team performance.

• Documented and managed Known Error Database single handedly and ensured that all root-cause analysis is documented for high severity incidents and delivered to the respective Product owners. Trend Analysis:

• Produced trends analysis of recurring Problems/Incidents - extracted trends on Incident types, Customer types, key problem areas, hardware types etc.

• Held regular meetings with IT support groups to review recurring Problems and press for Root Cause Analysis and implementation.

• Produced 'Escalation Reports' on recurring issues and issues not being resolved.

• Prepared and analyzed Service Level reports to identify trends in performance of the Services against the agreed SLA's.

Customer Interface:

• Provided clear communications to Customers across the organization during outages on the expected time of resolution.

• Attended Customer meetings, reviewed SLA performance, took part in new projects.

• Familiar with application methodologies such as SDLC lifecycle and an environment driven by SLAs and KPIs.

Major Achievements

1. 25% reduction in overall incidents reported through Root Cause Analysis and solution implementation. 2. 100% compliance achieved for Major Incident reporting and End User Communications. 3. Maintained and managed Known Error database single handedly. Role: IT Service Management and Continuity Analyst, 01/2010 to 01/2011 Responsibilities:

• Managed process governance, process ownership, process metrics, process scorecards, disaster recovery plans, business continuity plans and crisis management processes.

• Managed emergency and crisis communications and standardized and automated communications during such situations to End Users and Senior Management.

• Ensured and documented business continuity and disaster recovery programs and procedures.

• Have expert knowledge of IT service support procedures, the software development life cycle (SDLC), quality and business continuity management best practices.

• Identified areas of opportunity for continuous improvement activities and metrics.

• Participated in internal audits as needed.

• Assists in the negotiation and contract renewal process with external vendors

• Evaluated, developed and standardized new & existing ITSM processes that support the organization.

• Provided availability after business hours (such as evenings and weekends) to support unplanned events, command centers, and planned downtimes occurring outside of business hours.

• Chaired the Configuration Control Board and Architecture Review board overseeing the onboarding/upgrading/decommissioning of all new technology applications and services to ensure compliance with security standards and IT Service Management standards.

• Provided guidance on leveraging the CMDB and Service Management Platform to automate processes where possible via system integrations and general process improvement framework. Major Achievements

1. Automated Excel dashboards showing Health of IT services with automatic data synchronization to and from SharePoint.

2. 100% Business Continuity ensured for all Business-Critical IT Services. Role: Service Catalog Mgr&Continual Service Improvement, 06/2009 to 12/2010 Service Catalog Management

• Collaborate with Process owners, Service Owners, application developers and other teams to build a comprehensive Service Catalog

• Documented and continuously updated the Service Catalog containing data that is always current and accurate

• Developed presentations and conducted ITIL process awareness trainings using multiple methods (such as video, screen recording, demos, WebEx, PowerPoint animations etc).

• Assist with the production and maintenance of accurate links to Service Level Agreements, Operating Level Agreements, Underpinning Contracts, the Service Portfolio, and the corresponding maintenance procedures

Continual Service Improvement

• Conducted bi-weekly CSI calls on Service Health scorecard which shows the overall health of IT services in terms of its Availability, SLA Adherence, No: of incidents, Unplanned Downtimes etc. with Service owners and CIO.

• Regularly analyzed and produced metrics to analyze areas of improvement.

• Identified metrics and implemented reporting that will help the ITSM team measure customer satisfaction, establish service value, propose new service opportunities and strengthen the cycle of continuous improvement.

Major Achievements

1. Documented and published Service Catalog single handedly through excellent co-ordination with multiple teams.

2. 99% SLA Adherence achieved through Continual Service Improvement. Role: Global Network Operations Center Engineer, 05/2008 to 05/2009 Responsibilities

• Processed alerts which may include escalations, alarms, incidents and service requests reported by monitoring tools, ticketing portals, calls and emails.

• Monitored and alerted incidents related to route/switch, security, wireless, VoIP, Datacenter, and applications.

• Demonstrated basic knowledge of network technology including Ethernet, TCP/ IP, OSPF, BGP4, VPN, VLAN, QoS and VoIP.

• Provide subject matter expertise in IBM Tivoli Composite Application Manager; identify and resolve issues, apply fixes and upgrades.

Tools Used: IBM Tivoli, Microsoft Operations Manager, IBM Tivoli Netview EDUCATION

Bachelor of Technology: Instrumentation and Control Engineering University of Calicut - Kerala, India

CERTIFICATIONS

• ITIL Intermediate - Service Design

• ITIL V3 - Foundation

• PTE Academic - Superior

ACCOMPLISHMENTS

• Best Performer Award consecutively for five years.

• Special appreciation from CIO, UST Global for an animated workflow presentation.

• Special appreciation from customer (An international Retail major) for developing an automated Project Dashboard using MS Excel with auto synchronization to SharePoint.

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