1. SENTHIL KUMAR S
ITIL EXPERT Certified, Six Sigma Green Belt, PMP – Professionally Trained
Coimbatore, Tamil Nadu, India
suhan.senthil@live.in / sivasenkumar@gmail.com Mobile: 09894580565
OBJECTIVE:
Obtain a challenging leadership position applying creative problem solving, adding value through utilizing my
superior knowledge and lean management skills with a growing company to achieve optimum utilization of its
resources and maximum profits
Professional Summary:
 Well-organized individual with Proven results in Project Management, Process Design & Improvements, Team
Leadership and Client support
 Strong mentoring skills, Capable of leading and Motivating individuals to maximize productivity while fostering
cohesive teams in a virtual environment
 Been an Exceptional communicator in building strong relationships with peers and clients which has resulted in
achieving People choice Award(2015)
 Saved 10 FTE Costs and Improved the end user experience in the Application & Operation by successfully
completing 4 Six Sigma Projects
 Successful implementation of Service Improvement in Incident, Problem, Change & Capacity Management
 In order to develop the Process, Application & Operations, have used the concepts like Deming Cycle, 7 Process
Improvement Ideas & SWOT Analysis which has resulted in End user Customer Satisfaction, Reduced Work Load
and have enhanced the Quality in work
 Facilitated the successful enhancement and implementation of a Change request which has benefitted in clearing
the backlogs worth vast dollars
 Proven ability to produce the highest quality results working under pressure and extremely tight deadlines
 Professionally trained in soft skills like E-mail Etiquette, Business communication & Presentation skills
 Strong knowledge in designing a new process and modifying current process by implementing new ideas (CSI,
Transformation, Kaizen, VAS)
 Identified the Risks & EWS in the Application & Tools and took proactive measures to cushion the outcome
 Projected & Presented the monthly metrics during PMR/Governance meet with the Key leadership Team
 Conducted Training sessions on Service Operations, CSI & ITIL Concepts which resulted in achieving highest scores
during Audits
Certifications & Training:
PMP – Professionally Trained in Project Management Professional (2016)
ITIL Expert – Professionally Trained and Certified in all ITIL Concepts (2015) (ITIL 2011 Foundation, ITIL Service
Strategy (SS), ITIL Service Design (SD), ITIL Service Transition (ST), ITIL Service Operation (SO), ITIL Continual
Service Improvement (CSI))
Six Sigma Green Belt – Professionally Trained and Certified Six Sigma Green belt (2014)
Certified in Microsoft SQL Server 2008 Implementation & Maintenance (2013)

2. Awards:
 People choice Award (Most valuable player)
 Acknowledged as best performer in a sub process
 Best Buddy Award
 Six Customer Champion Awards
 Shining Star Award
 Tech Champ Award
 Knowledge Champion Award
 Innovation Award
 Best performer Award
 Certified in Systems International with O+ Grade
 Awarded The Best Team in Quality and Customer Satisfaction in many occasions
Six sigma Projects:
Successfully completed four Six Sigma Projects by saving 10 FTE (Full Time Employee). Have been a mentor for 2 Six
Sigma Projects.
MTTR (Mean Time to Resolve): Project on resolving the issue in a specified time by the whole team in order to
shrink the variation within each analyst in the team. In turn reduces the solution time, Improves Productivity,
Improvisation on quality, customer getting delighted and FTE Reduction.
Lean Base Project: Project done to check the time on resolving each incident by calculating start and end time. All
actions in an issue to be segregated and also the time is been calculated. All process improvement ideas to be
implemented in action and best practices to be shared in order to reduce the time and remove the lean in
resolving the issue which has benefited in customer satisfaction due to quick resolution, Improvement in resource
utilization and FTE Reduction.
Volume Reduction: Project done in order to reduce the overall volume. It’s achieved by understanding the
customer’s expectation’s and challenges after a detailed study using the data and implementing the improvement
ideas based on the expectations & challenges to make the applications more effective and user friendly. Designing
the Process so effectively that the minimal improvement during their lifecycle is required.
Professional Work Experience:
Cognizant Technology Solutions - Feb 02, 2011 till date
Duration: July 2016 till date - Infra. Technology Specialist
To bring the actions of each individual together for a common purpose or goal and to ensure each associate in the
team needs to work towards the larger group objective. To take care on the interactions among the team
members and the work they complete. Ensure that the Project meets all the stipulated SLA’s and keeping the team
aware about the SLA’s too by conducting Process awareness sessions on Service Operations, CSI & ITIL Concepts.
Preparing consolidated weekly/monthly/Yearly reports. Responsible for generating Daily Dashboard and Met book.

3. Projecting & presenting the monthly metrics on Team performance during PMR & Governance meet with the Key
leadership team. Analysis on data and generating reports on need basis. Reviewing Project Quality documents and
attending Quality audits, Timely closure of observations and Risks. FMEA (Failure Mode and Effective Analysts) –
Collecting knowledge on possible points of failure in the Project and fixing it well in advance. Reporting SLA breach
analysis to Delivery Manager along with the RCA. Coordinating with all internal support function for smooth
operation and alert delivery manager during any violations. First point of contact for operational issues, Critical
Situation & BCP. Aligning the process and quality artifacts in line with ISO standards. On a proactive measure
concentrating more on the Audit Parameters/Metrics which may get escalated by the end user and opportunities
in missing the SLA’s too. Day to Day operations, Achieving Service Level and People/Access/Problem
Management. Organize team huddles and work towards keeping the team motivation at a higher level. Performing
Right sizing & Right Skilling for the Project and maintaining the Seat Management up to date. Monitoring &
Tracking all incoming, outgoing & handled ticket/calls volumes. CSI -Identify value additions and driving Six Sigma
projects. Recruitment & KEDB Management.
Duration: July 2013 to June 2016 – Technical Lead
Effective floor and shift Management in order to achieve the service levels as agreed with internal and external
vendors. Strive to enhance the quality of performance, to ensure an improvement on the personal and
professional front. Maintain Analysts Performance Records. Evaluating the performance of associates and to
understand the abilities of an associate for further growth and development – Performance Management.
Driving KEDB Consumption and Contribution within the Project. Sending communication mailers to Cognizant All
Global on planned Application downtime maintenance with the Business approvals. Planning the # of associates
required well in advance and identifying/hiring the best-qualified candidate (from within or outside of an
organization) for a job vacancy, in a most timely and cost effective manner - Recruitment. To create and foster an
environment that encourages current associates to remain employed by having policies and practices in place
that address their diverse needs - Retention. Keeping the team well equipped with the complete process flow in
order to understand concept better. Ensuring a Healthy and Positive work environment. Determining staffing
levels based on projected volume and business requirements in preparing the shift roaster. Staffing - Ensuring
that the right associate is at the right place at the right time in order to increase the Organizational effectiveness.
Also, acquiring, deploying, and retaining a workforce of sufficient quantity and quality to create positive impacts.
To have a strong connect with the Business and L2 team. Ensuring the new Projects being transitioned to our
team in a smooth manner. Queue monitoring – Calls, Tickets & E- mails. Analyzing and forecasting call volume
using current and historical data. To keep a watch on the volume pattern and escalate if there are spikes in the
volume coming into the queue to help move additional resources quickly. To keep a watch on Hold times, ASA
and AUX usage on a regular basis and escalate/ notify outliers. Co-ordinate with Service Excellence team and
drive Left shift initiatives. KEDB creation and maintenance, Day to Day operations & SLA and People
management. Tickets breached - Analyzing the tickets which are breached the SLA and updating the RCA.
Effective feedback is been provided to the respective analysts too in order to avoid the same in future.
Concentrating on the Top contributing issues and identifying VAS or actions plan in order to bring down the # of
issues - Problem Management. Ensuring the technical & business team are implementing all the suggested VAS
and Kaizen which makes the process effective. All these Top contributing issues are been captured and projected
to the Business, Technical and the leadership team in order to take action on priority. Handling Escalation mails
and calls for the team. Assisting the user on high priority and ensuring the issue is been fixed on time. Ensure the
team is using the best practices within the team. To keep 100% participation in all activities including Stress
Busters. Designing Delight stories. Provide Knowledge Transfer for new issues and train the team on new
releases in advance. Training – Effective Training to be provided to the new folks on the Application and Soft
skills. Conducting Refresher training on the process and highlighting all the recent updates which in turn helps
the team members. Listen and evaluate analyst’s calls/mails/Tickets and provide feedback to make it better
Ticket/ Tech Audit. Review and provide feedback on team’s performance on a weekly/monthly basis. Value
Added Suggestions – Collecting all the process improvement ideas on the applications from the end users and
also with the team members. Sharing the same with the Business analysts, Technical and with the leadership
team to get it implemented which in turn makes the process effective and user friendly. Checking the before and
after trend once the suggested VAS is implemented to know the effectiveness. Analyzing the data on daily basis

4. and sharing the feedback to the team and also with each individual if required in order to make the process
streamlined. Arranging all the required training for the team members e.g. Self Confidence, Effective Team
Player, basics in English, Email Etiquette, and Stress Management etc.., Sharing
Performance/KEDB/Avaya/CSAT/Pending /Stack ranking reports on a periodic basis. Generating reports from
DB based on the users requirement. Conducting Team meeting on weekly basis where the overall performance of
the team can be shared along with the updates and also to appreciate/recognize the top performers which keeps
them Motivated. To provide an opportunity for the team analysts to come up for any clarifications/suggestions
and challenges they face. Data inputs on Project to be shared with the Process team on monthly basis for PMR
and Governance meeting. Conducting regular meetings with the Business/Technical/Leadership team in order to
update the current status on the process. Also sharing the challenges we face if any which can be fixed by the
leadership team. Planning for the Growth and Development of the Team & the members.
Duration: Feb 2011 to June 2013 - Sr. Systems Engineer
Assisting the end users through calls/Tickets/Emails and providing first level resolutions. Ticket
creation/Categorization / Prioritization and Ticket escalation to respective Support Group. Incident resolution and
recovery. Ticket Closure with user confirmation. Handling escalations. Keeping the leads informed on the new
issues. Notify leads immediately in case of complaints and escalations if could not be handled by the analyst. Notify
Leads about new CTI requirements and on Remedy issues. Connect with L2/Business team on any clarifications on
Applications and Process through the leads. Contribution & Consumption on Knowledge Articles. Sharing all the
Process improvement ideas with respect to the Applications and Operation. To share the EWS & Risks if any during
the FMEA connect.
VWR Lab Products Private Limited - Duration: May 05, 2008 – Dec 15, 2010
Duration: July 2009 to Dec 2010 - Senior Associate
Effective production planning and resource management. Documenting the team productivity in various
parameters and providing feedback based on the metrics. Effective utilization of available resources by keeping
them up to date on all the changes. Ensuring in meeting all productivity goals. Downloading invoices through FTP
and also preparing the consolidated tracker. Working on the Purchase orders. To connect with the
Vendors/Customers with respect the Procurement.
Duration: Oct 2008 to June 2009 - Process Trainer
Prepare, schedule and perform training for all the new hires and offer on-going training to the existing employees
to keep them updated on the changes. Preparation of Weekly/Monthly Metrics. I was successfully cross trained in
more than nine Sub Processes. Also worked on those on a need basis. Preparing process manuals to train the staffs
in process (theory and practical), Short cut keys, Time management, conducting assessments and documenting
their results, feedbacks and improvising the training techniques. Simultaneously guiding the trainees whenever
required.
Duration: May 2008 to Sep 2008 - Associate.
In charge of DFS MAILBOX Process and ensure in meeting all productivity goals .Proactively worked for all other
sub processes and also shared many Process improvement ideas which has resulted in the reduction of all the
manual work

5. Education:
Master of Computer Applications MCA
Kongunadu Arts and Science College, Coimbatore
Bharathiar University, May 2007
Bachelor of Computer Science
SNR Sons Arts and Science College, Coimbatore
Bharathiar University, April 2004
Extra-curricular Activities:
 District player in Cricket.
PERSONAL PROFILE:
Date of Birth 4-Apr
Sex Male
Marital Status Married
Nationality Indian
Additional Contact 9003590757
Language known English, Tamil, and Badaga