Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Suguna C

Bangalore

Summary

Reliable Business Professional with 9 years experience in IT Service Management Project management, Process improvement and Proven track record of successfully streamlining business operations and reducing costs and developing strategies to improve efficiency.

Overview

9
9
years of professional experience
1
1
Certification

Work History

ITSM Process Lead

KPMG
09.2019 - Current
  • Developed and implemented ITSM Processes to ensure compliance with Service Level Agreements.
  • Provided guidance to teams on best practices related to IT Service Management processes.
  • Facilitated meetings with stakeholders to discuss current issues related to ITSM processes.
  • Analyzed existing systems and processes to identify areas of improvement.
  • Responsible for creating and maintaining all life cycle aspects of the IT Service Catalog
  • Monitor, troubleshoot and resolve customer service issues in a timely and efficient manner.
  • Lead multi- functional teams to ensure effective service delivery and customer satisfaction.
  • Develop and maintain service documentation and knowledgebase.

Business Analyst

KPMG
06.2021 - 02.2024
  • Interacted with internal customers to understand business needs and translate into requirements and project scope.
  • Developed high-quality documentation like FRD/BRD, Technical and Process documents.
  • Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
  • Optimized workflow processes to enhance overall productivity and achieve operational excellence.
  • Help and support Project team with incidents, problems and changes including technical advice, issues with the tools, process queries and escalations.
  • Managing change management driving CAB meeting.
  • Builds strong working relationships with other IT Departments, including, but not limited to, Support & Services, IT Architecture Group, and Technology Services Group to ensure software acquisitions, inventory tracking, utilization, and license reclamation processes to produce an accurate net license position.

Technical Support Engineer

HCL
07.2015 - 11.2018
  • Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
  • Provided remote troubleshooting and support for software and hardware problems.
  • Resolving Incidents and Problem tickets within SLA's.
  • To work with the IT Helpdesk to resolve problems of our user base to implement change where required
  • Provide a 1st line of support service that ensures all IT equipment and infrastructure is running to its optimum performance and that escalations are owned and managed appropriately
  • Establish, review and continually raise the bar with regards to policies and the corresponding documentation
  • Mentor and guide other IT peers across the globe at all levels, raising the bar both in the technical and non-technical aspects of the role
  • Project Management including acting as a single point of contact for projects
  • Carry out ad-hoc requests as and when required
  • To draft, support, audit and move the bar with regards to standards and the corresponding documentation

Education

Bachelor of Science - Computer Science And Programming

University Vishweshwaraya College of Engineering
Bangalore
11-2014

Skills

  • IT Service Delivery
  • Service Catalogue Management
  • Configuration Management
  • Agile methodology
  • Project management
  • Vendor Management
  • Business process and mapping
  • Data analysis and visualization

Certification

  • IT strategy and planning certificate

Timeline

Business Analyst

KPMG
06.2021 - 02.2024

ITSM Process Lead

KPMG
09.2019 - Current

Technical Support Engineer

HCL
07.2015 - 11.2018

Bachelor of Science - Computer Science And Programming

University Vishweshwaraya College of Engineering

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Suguna C