Sundarrajan RajendranPhone: 9790931229Personal id:emaigalas@gmail.com

OBJECTIVE

Aspiring to hold a position where I can capitalize on my experience and education. Render creative solutions and quality services towards the progress of the organization and achievement of its business interests and acquire practical, professional experience and also to improve my skills.

TECHNICAL SKILLS

Software : C, C++Hardware : Windows 2000/2003Tools : HPSM, HPOM, Remedy7.5, and ITSMDomain Experience : ITIS

PROFESSIONAL EXPERIENCE

TCS Feb 2011- Now

Service ManagementCurrent Client: CarlsbergTeam Size-10

Previous Client: General motors

Roles and Responsibilities:

Develop and maintain the Problem Management processes Identify and investigate Problems Assist and with Incident Management on the best available workarounds Assist with the handling of major Incidents Monitor progress on the resolution of Known Errors Assist in the determination of Problem escalation where required. Implement workarounds as developed by Level2 Tech support Provide the IT perspective to the business, bringing issues and decisions to their attention as

appropriate Provide the business with updates on Problems Provide the performing suppliers with updates on business impact of Problems. Decide between shorter term workarounds and long-term permanent fixes and update the KEDB Handle Problem record ownership disputes between Performing Suppliers Follows up on open action items of problem records and progress with problem owners where

necessary. Identify trends and potential Problem sources Create Change management strategy Identify, analyze, prepare risk mitigation tactics Identify and manage anticipated resistance Consult and coach project teams Create actionable deliverables for the five change management levers: communications plan,

sponsor roadmap, coaching plan, training plan, resistance management plan. Raise RFCs to prevent the recurrence of Problems Assess the change impact Prevent the replication of Problems across multiple systems

Reviewing of Problem Records and RCA at the weekly Problem Review meeting. Facilitated successful Release of Code in Production environment by proactively & reactively

working with Project Managers, Tech teams, Application owners, Cab Approvers, QA and Operations.

Responsible to oversee all enterprise releases of new applications and changes to existing applications to production environment using SDLC methodology.

Responsible for planning and execution of Windows OS upgrade from 2003 to 2008 R2 64 bit for GMNA and GMIO regions

Responsible for planning and execution of Suse LINUX Service pack upgrade SP1 to SP2 for GMNA and GMIO regions

Responsible for planning and execution of Security patch and IOS upgrades for GMNA and GMIO regions

Responsible for planning and execution of Solaris upgrade from U5 to U9 environment for GMNA and GMIO regions

Coordinate the cross functional IT project teams including QA, UAT, Development and PM’s as required to successfully deliver weekly, minor and major releases to production in a timely manner while building relationships by maintaining regular contact with team management.

Lead and organize walk through meetings to review project roadmaps with IT project teams and stakeholders. Such project roadmaps as; Project Impact, UAT, correct build version to deploy, staging location creation, task dependencies, review of back-out plans, identifying risks and reviewing of test plans.

Ensuring that all initiatives adhere to the release process and procedures. Manage, review and prioritize all RFC’s according to release management processes, policies

and procedures using ITSM tool. Manage and update the release management documents which consist of software release

policies, procedures, processes and standards. Collaborate with Project Managers and Application teams to conduct, UAT and risk assessments,

ensuring project readiness for production and validation. Identify new tools and technologies to develop release streams and builds. Assist Configuration Management processes to be more reliable, efficient and cost effective. Perform routine project activities required to manage release by test production and

environments. Recommend process improvements alternative to roll out tools and processes. Monitor all Releases planned on weekends and assisted the technical teams in driving the

problems if any arise. Maintained and updated a software library regularly to administer the release process. Kept abreast of all internal and external factors affecting customers, developed full understanding

of the customer and service issues and played a key link in customer and the service provider relationship.

ACHEIVEMENTS

Received awards for continuously for maintaining SLA’s of Incident, Problem, Change and Release Management.

Received appreciation from management and clients for SIP (service improvement plan) and Proactive analysis on Problem & Incident Management.

Appreciated by Client for handling the Escalation and maintaining SLA of Action items associated with Incident Problem records.

Maintained successful completion of various Change and Releases activities in the ITIS environment.

AWARD DETAILS

Title Category Sub-Category Received OnOn The Spot

Award Awards for Excellence On The Spot Awards 20/08/2013

Star Team Awards for Excellence Star Awards 19/01/2012

Special Initiative Beyond Performance Awards Initiatives 18/08/2011

Star Team Awards for Excellence Star Awards 18/02/2013Star of the Month Awards for Excellence Star Awards 6/3/2013Star of the Month Awards for Excellence Star Awards 23/11/2013

Wipro Technologies Oct 2007- Feb 2011 Sr. Technical Associate

Client: British Telecom and Fosters

Roles and Responsibilities:

Worked as Service Desk agent and Incident Manager Provide Desktop & Windows 2000/2003 Administrator 1st and 2nd level support. Provide L1 support for Applications like Oracle Database, JD-Edwards & Enterprise One & SQL. Experienced in working in Desktop & Windows 2003 Active Directories. Collect information to analyze and evaluate existing or proposed systems. Worked on Remedy tickets and following it up in the BMC Remedy tool. Updating and prioritizing

remedy tickets in BMC Remedy tool Research, plan, install, configure, troubleshoot, maintain and upgrade operating systems &

Software’s based on severity reported in Remedy tool . Take Remote of Client PC for Troubleshooting, Installing Software & Updating Security Patches. Provide support to clients through Phone, Emails and Chats. Installation and configuration of Microsoft Active Directory Create Domains and Account for the User and clients using Active Directory of Windows server

2003. Monitoring & providing access to folders by logging in client servers. Know ledged in configuring DNS & DHCP servers. Troubleshoot and resolve hardware, software, and connectivity problems, including user access

and component configuration. Record and Track Incidents in the Remedy tool and provides the appropriate information Identifying incident trends and determine root causes for Severity 1 and 2 Maintaining incident ownership throughout the resolution process and shall provide regular and

timely progress updates to the relevant parties in an effective manner Collaborating and facilitating the resolution of incidents with the Customer and/or other service

providers Maintained outstanding customer relations through prompt and courteous responses to all user

trouble-calls.

CERTIFICATIONS

Title Version Acquired OnITIL 2011 Foundation Certificate in IT Service Management Certification 1 29/07/2011ITIL 2011 Intermediate Qualification: Release, Control and Validation(RC&V) Certification 1 9/12/2012

ITIL 2011 Intermediate Qualification: Planning, Protection and Optimization(PP&O) Certification 1 26/05/2013

ITIL 2011 Intermediate Qualification: Operational Support and Analysis (OSA) Certification 1 7/2/2014

ITIL 2011 Intermediate Qualification: Service Offerings and Agreements (SOA) Certification 1 14/2/2014

Pursuing Project Management Professional (PMP), (PMPBOK5 Edition)

EDUCATION

Bachelor Of Engineering in Electronics & Communication, 2007