Sumathi Senthilkumar

Over 18 years of expertise in IT Infrastructure, Service Support, and Change Coordination, with additional experience as an Operations Lead. Strong in team leadership, resource planning, and issue resolution. Skilled in ITIL processes, ticketing tools, reporting, and change management. Effective communicator with strong analytical and relationship management skills. Currently with TCS for 4 + years, excelling in Change Management operations.

Change Manager – IT – ABB/Alstom - Tata Consultancy Services - Chennai, India

(2020-06)

• Plan and schedule change requests, assess risk and impact, and coordinate resources and tasks.
• Ensure timely communication with stakeholders and maintain the Forward Schedule of Change.
• Review changes for process compliance and generate change metrics and reports.
• Facilitate CAB and ECAB meetings, manage RFC workflows, and ensure proper documentation and approvals.
• Monitor change implementation, validate closure, and document issues and resolutions.
• Collaborate with internal teams and external auditors to ensure compliance and continuous improvement.
• Utilize tools like ServiceNow, HPSM, and reporting platforms for change tracking and analysis.
• Manage change calendar, maintenance windows, and change freeze periods.
• Lead client discussions, support operational effectiveness, and drive SLA attainment.
• Conduct training sessions, analyse DSAT reports, and implement quality improvements.
• Coordinate with automation teams to streamline repetitive tasks and enhance efficiency.
• Provide people management, SOP reviews, and escalation handling to ensure smooth operations.
• Demonstrate strong communication, multitasking, and problem-solving skills in a dynamic environment.

Security Administrator – IT – GNIS – Security Compliance /UNIX/LINUX – AIRGAS - Mphasis - Chennai, India

(2015-07 - 2019-07)

• Monitored and maintained compliance for HP-managed Unix servers using PCM 5.2.
• Generated compliance reports, performed gap analysis, and ensured servers reported correctly to PCM.
• Worked with CSR on RFCs to remediate non-compliant servers and monitored timely implementation.
• Supported ISAE 3402 audits by gathering evidence and coordinating with provisioning teams.
• Ensured adherence to security policies and procedures.
• Handled BCJ renewals and approvals for HP standard deviations.
• Collaborated with compliance teams and server owners to prevent business impact.
• Participated in audits to strengthen information security and privacy policies.

Shift Lead – IT Infrastructure - Mphasis - Chennai, India

(2011-08 - 2015-07)

• Handled Active Directory administration including user provisioning, group management, domain migrations, GPOs, and ticket workflows.
• Provided L2 support for Exchange/Outlook, resolving mailbox, calendar, and routing issues, along with BES and Lotus Domino troubleshooting.
• Managed AIX and Windows server audits, access provisioning, and compliance reporting.
• Led shift operations, escalations, and team training, while maintaining ITIL documentation, process audits, and reporting via ServiceNow.

System Administrator - CSS Corp Pvt Ltd - Chennai, India

(2007-12 - 2011-08)

• Monitoring mail queues, dead mails and analysing delivery failures and monitoring the mail usage and alerting the users who misuse it.
• Lotus Notes Client installation and configuration and troubleshooting client level issues like Mail id creation, group modifications, expiry, password expired, location document.
• Executing maintenance activity in the mail and application servers and Monitoring and altering the mail routing in connection document and replication document when the link is down.
• Monitor mail logs and fix mailbox corruption and other errors in logs. Monitoring Domino Server using Console and check for the tasks running and resolve fix up and compact errors.
• Manage Mailbox Quota, ACL and monitor Disk space and provide statistics report including license tracking on every week and month.

Web Research and CRM Executive - Frost and Sullivan - Chennai, India

(2006-05 - 2007-05)

• Coordinated team efforts to maintain and update the Sales Logix CRM through efficient web research.
• Generated new accounts and contacts by identifying key industry participants and potential clients. Executed research services, updated account details, and assessed client potential to support marketing and sales initiatives.

Master of Computer Applications - Computer Applications - Bharathidasan University (2005-04)

Bachelor of Computer Science - Computer Science - Bharathidasan University (2002-04)