1. Lavanya Sudarsan – Resume
LAVANYA SUDARSAN
#774, Block A – Violet,
DSR Rainbow Heights Apartments,
Opp to BESCOM Power station
HSR Layout II Sector,
Bangalore-560102
Mobile: 98863 94398
Personal Email id: friendlylavanya@yahoo.com
Objective
To be part of an organization, which will allow me to learn, develop, innovate and
utilize my skills to contribute to the success and growth of the company through my
key strengths and unique abilities and there by excel & create a win-win situation in
both technical & managerial skills through which Mutual benefit is achieved.
Personality An accomplishment oriented personality by means of brilliant management,
communication, Technical and presentation skills. Strong command of ITIL,
Project/program management, compliance and security. Interpersonal skills along
with the aptitude to accommodate to innovative situation and administer
revolutionize.
Skills ITIL Service Management Skills –Incident/Problem Management, Change
Management, Release Management, Capacity Management, People management,
Documentation skills (SLAs, DoUs, OLA..etc), ..etc.
Certifications:
Pursuing PRINCE2 Foundation and practitioners certification
ITIL V3 Foundation Certification – External Prometric center certified. Jan 2015
ITL V3 Foundation Certification IBM Internally certified – Nov 2011 and Oct 2014
ITIL V2 Practitioners Certified in IPRC – Jan 2010
ITIL V2 Foundation Certification - 2008
Microsoft Certified Professional – 5 Papers in MCSE 2000 stream.
Summary:
 Overall experience of 13+ years in Infrastructure support in various areas.
 Currently working at NTT Data as Project Program Associate Director
 Core ITIL based delivery management and service management experience at IBM for US
and EMEA customers
 People management experience.
 4.7 Years of experience as Service Lead in the field of ITIL based Service Management
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2. Lavanya Sudarsan – Resume
 Four years of intensive experience in the field of desktop support, LAN administration and
help desk for various external (onside and remote) and internal customers.
 Experience in a wide range of client/server applications, installing and configuring desktops
and servers.
 Troubleshooting, Quality administration
 People management of large account of size 150 team members
 ISO Training completed & Certified internally in Wipro Infotech Pvt Ltd on ISO
9001:2000 procedures
 Good communication skills and excellence in customer management.
 Flexibility and ability to learn new skills.
Education:
1997 – 2000 BSc Applied sciences-Computer technology
Kongu Engineering College
Affiliated to Barathiar University
Perundurai
Erode – Tamilnadu
Scored 83.7 % as overall marks and University Second Rank
1995 – 1997 Higher Secondary Schooling
St Marys Girls Higher Secondary School
Salem – Tamilnadu
Scored 90.5 % overall marks and ranked 5th
place at school level
Secondary Schooling
St Marys Girls Higher Secondary School
Salem-Tamilnadu
Scored 92.4 % overall marks and ranked 4th
place at school level
Experience:
Name of the
Organisation
Experience details Designation
NTT data Inc June 2016 till date Associate Director – Project /
Program delivery
IBM India Pvt Ltd Oct 2014 – June 2015 Delivery Project Executive –
IBM USA
May 2012 –Oct 2014 Service Delivery Manager -
IBM Ireland
Nov 2008 – April
2012
Service Lead / Line of
Business
IBM India Pvt Ltd Sep 2007 – Oct 2008 Service Lead / Line of
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3. Lavanya Sudarsan – Resume
(Under the contract of
Magna Infotech Pvt Ltd)
Business
May 2004 – Aug
2007
Break – Personal travel to
US.
Wipro Infotech Ltd July 2000 – April
2004
Customer Service Engineer,
Account/Site Incharge
Currently working as Associate Director for Project Program management for a BFSI
customer managing the middleware, OS Infra and application support for the customer.
Worked as a Delivery Project Executive for IBM USA Account.
Working as a Service Delivery manager for Ireland IBM for 2.7yrs.
Worked as a Service Lead for European IBM Global account for 4.7 Years.
Worked as a Customer Service Engineer, Implementation team and Site Incharge in Wipro
Infotech Ltd for 3 yrs and 10 months
NTT Data Inc
Position: Associate Director : Project Program management
Job Responsibilities:
Managed and Lead a team of size of 150 FTEs split across a combination of 7 complex projects.
Ensured critical outcomes such as SLA obligations are met for each project, program and/or
portfolio
Contributed to a large extent to improve the customer satisfaction on delivery areas such as people
issues..etc
Interacted with customer executives on regular basis to ensure their business needs are being met.
People management skills including team building, performance management, pay management,
conflict management and talent management.
Execution and managing the processes and the interactions required to plan, acquire, assign,
develop and manage the resources to operate.
Encourage internal movements to ensure new open positions are fulfilled for the customer or to
keep the employees motivated.
Ensured that the project is appropriately sized to meet the GM demands of the organisation
Held key responsibilities in a project to ensure the set up of new facility for the client. Driven the
project to ensure a BCP site is set up for the client.
Ensure BCP is invoked and executed at appropriate timeframes.
Handle the Audits, Fix the non compliances, ensure that the account is audit ready.
IBM India Pvt Ltd
Position: Delivery Project executive & Service Delivery manager
Job Responsibilities:
Responsibilities include:
Have ensured positive customer satisfaction and customer relationship is maintained
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4. Lavanya Sudarsan – Resume
Conducted monthly account performance review with customer
Ensured / Managed communications on day to day service operations that are delivered to
customer based on ITIL framework
Provided single point of contact and be the advocate between Service Delivery and the
AFP/Customer
Managed delivering to contract performance standards and measurements
Driven service quality and improvement of service delivery processes
Continually identified ways to reduce cost delivering the services and improve service
Deliver on service commitments
Participated in account plan/strategy
Understood customer requirements and business opportunity/requirements identification, guidance,
support and closure
Provided technical support and participated in the Change Control Board and/or change control
process as one among the key approvers
Provided account leadership/direction and technical support- Participate in response to RFS's on
behalf of the delivery organization
Driven and coordinated audit readiness
Driven and coordinated crisis management
Availability Management - Ensure services are available as per agreed SLA's
Continuously identified Process Improvements to ensure that the practices processes are aligned to
Global Delivery practices.
Continuously identified ways to improve service & efficiency
• Communication
Act as a focal point for the customer, offering a single point of contact for all requirements
from the Customer during the Service Delivery, Maintaining the essential and agreed
communications along with the escalation paths to ensure Customer is kept conversant of
major change activity or issue.
• Escalation
Provide a single point of contact for escalation of issues that cannot be resolved using the
standard processes within the agreed time.
• Project Management
Provide a single point of contact for the project team from Service Management’s
perspective and participate in all projects by collecting/providing data as needed, planning
for the implementation of project activities, helping with the account specific details,
updating the documentation, support the DPE and SDM to fill the project & DPE checklists
where needed..etc.
Handle all the SIPs as projects and see if it is implemented successfully by measuring the
effectiveness.
• Service Level Management
Monitor Task ID’s and Team room and act accordingly.
Measure and take steps to make service availability is tracked and met.
SLA, OLA and Dou – To be created / reviewed / updated as applicable
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5. Lavanya Sudarsan – Resume
• Documentation
Ensure procedural documentation reflects current practice and ensure it is regularly
reviewed and changes made with the agreement of Suppliers attend regular change reviews
meetings with all relevant parties.
• Team Collaboration
As IBM EMEA ITIL infrastructure support was centralized in the team to which I was a
part of, day to day deliverables required effective team collaboration with WW teams. I
have received appreciations for having driven collaboration across and for showcasing
strong team building skills.
• Incident and Problem Management
Own the responsibility of Problem Management process on behalf of Service Manager and
be an escalation contact for all high severity tickets.
• Change Management
Responsible & Accountable for Change Management process. Constantly check the
significance of the change approvals, either by endorse or refuse changes as per the
business requirement, also support the change team to get approvals. Inform the customer
in advance and take the necessary approvals on time from the business side for all changes
impacting the business.
• Security & Compliance management
Ensuring that the servers are compliant to the IBM Security Standard (ITCS104 – Guideline
for IT security) with patches installed within the given timeframe while ensuring that all the
processes are followed for the implementation. Coordintae to ensure that the vulnerability
threat is minimized within the agreed SLA. Followed and driven the UID access
management, audit readiness and other compliance requirements.
• Configuration Management
Ensuring that the accurate hardware and software details of the servers are entered ontime
in the Configuration management tool used. Ensuring that the project team follows the right
steps to enter the mandatory data required for the CMDB database. Monthly CMDB
database validation and population.
Position: Service Lead - Line Of Business
Job Responsibilities:
• Service delivery according to defined scope of services, statements of work, documents of
understanding (DOU or OLA), and SLAs
• Proactive problem management done by identifying the cause of the incidents reoccurring &
identifying solutions as a part of RCA to fix it.
• Able to apply the current delivery processes, procedures, disciplines and tools
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6. Lavanya Sudarsan – Resume
• Understand about the customers’ business to ensure quality delivery of services
• Effectively managed and implemented controls, methods, tools and processes which include
System Management Controls, Requests for Service, and Program Change Requests, and
ensures documentation is audit ready
• Ensures continuous and effective services are provided based on the contract terms and
conditions
• Single point of contact for the Service Delivery team, support groups and the account team.
• Help the SDM to ensure positive customer satisfaction and customer relationship is maintained.
• Manage delivering to contract performance standards and measurements.
• Drive/manage service quality and improvement of service delivery processes.
• Continually identify ways to reduce cost of delivering the services and improve service.
• Drive/participate and coordinate crisis management.
• Drive/participate and coordinate audit readiness.
• People management responsibilities.
• Creating a positive environment through leadership, coaching, mentoring etc
• Develop technical talent and leadership in the team.
• Encouraging innovations and good ideas.
• Ability to analyze data and present the same.
Position: Account (or Site) Incharge
Job Responsibilities:
Iseva, Bangalore
• Analyzing critical parameters of the Business critical servers
• Listing the ideal values and actions to be taken by the customer in case of exceptions to
improve the performance of the servers.
• Use the configuration data effectively to arrive at this conclusion.
• Add more data to configuration database which was maintained in excel sheet at that time
and the idea was to make it more extensive based on this project.
Sathyam Infoway, Chennai
• Created a plan for running a Pilot test with a team of 4 members to manage Internet outlets
across the state.
• Implemented the plan of Pilot run successfully
• Allocated and managed resources successfully for this project.
Wipro Infotech, Bangalore
• Framed and Maintained ISO documentation for customers as well as in head offices
• Framed SLA Service Level Agreements based on the services provided to the customers
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7. Lavanya Sudarsan – Resume
• Implementation of the ISO 9001:2000 methodology at our customer sites
• Planned and managed Pilot testing of new projects in customer places
• Have done various analysis in helping company to analyze about its customers in terms of
resourcing, costing..etc
• Have faced ISO and other audits regularly and successfully.
• Managed the helpdesk and helpdesk coordinators to handle daily activities effectively
• Have conducted routine computer hardware and software audits for all workstations and
servers for customers
• Have suggested various ideas in improving the quality of systems, which in turn increases
the productivity of the customers.
• Have been a part of the implementation team in successful implementation of projects like
major software implementation..etc which falls under the category of Change & release
management, Capacity management in ITIL terminology.
GECountrywide Finance Ltd, Chennai
• Assembled, configured, installed, tested and repaired computer hardware and software.
• Managed Logistics, tracking and parts ordering.
• Deployed company wide migration from Windows 98 to Windows NT.
• Deployed company wide automated migration from local virus management software to
Norton Antivirus.
• Deployed company wide asset management process which included collecting all the data
about the IT assets in the company, derive at the strategy of what are the data that needed to
be stored based on the tickets that helpdesk receives, storing it on the right format and
working on the best possible solution of making this config data available to the right
people.
• Nationwide deployment of Norton Antivirus and version changes remotely across various
locations for customers.
• Handled multitasking to meet project deadlines.
• L1 level LANWAN network support.
• Handled ISO Documentation implementation procedures and faced audits.
• Create NT accounts and perform a wide range of maintenance functions including back-ups
• Have written scripts to automate the backup and restoration process.
• Handled the above listed services in customer places both individually and as a team
project
Personal Details:
 Name : Lavanya Sudarsan
 Date of Birth and Age: 11-May-1980 Age : 31
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8. Lavanya Sudarsan – Resume
 Marital Status : Married
 Passport Number : E3438883 (old) K5799193(new)
 Expiry date : 16/09/2022
 Language Skills :
Read, Write, Speak : English, Tamil
Speak : Telugu, Hindhi
 Current Address:
#774, Block A – Violet,
DSR Rainbow Heights Apartments,
Opp to BESCOM Power station,
HSR Layout II Sector,
Bangalore-560102
 Permanent Address:
Same as current address mentioned above.
 Contact phone number:
Mobile: 98863 94398
 Contact Email Address:
friendlylavanya@yahoo.com
friendlylavanya@yahoo.com
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