Sugan V

Results-driven IT professional with 3+ years of experience in IT Service Management (ITSM), IT Asset Management (ITAM), and enterprise application administration. Proven expertise in administering ManageEngine ServiceDesk Plus, ensuring audit compliance including RBI audits, and optimizing IT workflows. Skilled in automation, tool integration, and process improvement to enhance operational efficiency. Seeking a Product Specialist, ITSM, or IT Asset Management role.

Product Specialist – ITSM & ITAM at Balbhas Business Sysnomics Pvt Ltd (2022-11 – Present)

• Administered ManageEngine ServiceDesk Plus across Incident, Change, Service Request, and User Management modules.
• Configured workflows, SLAs, business rules, templates, and role-based access controls to streamline service delivery processes.
• Designed and developed custom dashboards and reports to support operational monitoring, management reporting, and compliance requirements.
• Customized service catalogs, forms, templates, and user interfaces to enhance user experience and improve service delivery.
• Planned and executed application upgrades, patch deployments, and maintenance activities for ManageEngine products.
• Acted as the Single Point of Contact (SPOC) for critical escalations, coordinating with internal stakeholders and vendor support teams.
• Implemented workflow automation and process improvement initiatives to increase operational efficiency and reduce manual effort.
• Developed and maintained Standard Operating Procedures (SOPs), technical documentation, and knowledge base articles.
• Provided end-user support, troubleshooting, and training to ensure effective utilization of ITSM tools.
• Performed application upgrades for ServiceDesk Plus and Asset Explorer.
• Managed the complete lifecycle of IT assets, including procurement, deployment, maintenance, tracking, and retirement.
• Integrated ServiceDesk Plus with OpManager, Endpoint Central, and Asset Explorer to enable automated asset discovery and inventory management.
• Maintained and governed the Configuration Management Database (CMDB), ensuring data accuracy and consistency.
• Performed asset validation, reconciliation, and inventory management activities to maintain asset visibility and control.
• Supported internal and external audits by providing asset information, compliance reports, and supporting documentation.
• Coordinated with vendors and internal teams for asset procurement, warranty management, and lifecycle activities.
• Ensured compliance with organizational policies and regulatory requirements through effective asset governance practices.
• Maintained accurate asset records and generated reports to support audit readiness and management decision-making.

Bachelor of Engineering – Muthayammal College of Engineering, Namakkal (2018 – 2022)