Sugnana Murthy G is a service management analyst currently working at Unisys since August 2016. He has over 10 years of experience in IT service management, having previously worked at Microland as a senior analyst from 2013 to 2016 and at IBM Netsol as a system engineer from 2010 to 2013. His experience includes managing change requests, incident management, and project management. He holds a B.Sc. degree from Bangalore University and aims to attain a challenging position where he can contribute to organizational growth.

1. Sugnana Murthy G.
#679, 1st Floor, 5th A main Email ID :gsmurthy1985@gmail.com
6th Cross, HAL 3rd Stage (Mob ) : 9980831631
Bangalore : 560075
Career Objectives
I shall discharge the duties entrusted to me to the entire satisfaction of all concerned
with diligence, hard work, sincerity and devotion to the duty and prove worthy of the faith
deposed on me by the opportunity to serve the organization. To attain a challenging position in
the field, where I can prove myself for the growth of the Organization as well as my career.
Professional Experience
 Working at Unisys as Service Management Analyst from 16th Aug 2016 to till date.
 Worked at Microland as Senior Analyst from 26th Aug 2013 to 09th Aug 2016.
 Worked at IBM Netsol as System Engineer from 05th August 2010 to 16th Aug 2013.
Current Employment: Microland (Aug 2016 to till date)
 Receives, logs and allocates a priority to all request for changes that are raised by
the requestor.
 Tables all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting,
issues an agenda and circulates all requests for changes to Change Advisory Board
members in advance of meetings to allow prior consideration.
 Decides which CAB members will come to which meetings, who gets specific RFCs
depending on the nature of the RFC.
 Convenes urgent CAB or ECAB meetings for all urgent RFCs
 Chairs all TRB, CAB and ECAB meetings.
 Liaises with all necessary parties to coordinate change building, testing and
implementation, in accordance with schedules.
 Updates the change log with all progress that occurs, including any actions to correct
problems and/or to take opportunities to improve service quality.
 Reviews all implemented changes to ensure that they have met their objectives;
refers back any that have been backed out of have failed.
 Reviews all outstanding RFC.

2. Previous Employment: Microland (Aug 2013 to Aug 2016)
Project – IT Change Management
Roles:
 Raise & manage Change Requests received from Project Managers, Technical
domains & Clients through their life cycle as per agreed process.
 Verifies Initial prioritization & urgency of all change requests & ensures all the
required details are present & then progress the changes.
 Review of Exception changes to evaluate if the change addressed a real or a
perceived exception condition.
 Raising Work Order and Tasks to the respective teams.
 Made timely communications with the request submitter for implementation of
perceived Exceptions during preferred window which will reduce the number of
Exceptions change raised.
 Ensured that changes are communicated in a timely & adequate manner to affected
user communities. Created & distribute Change Management reports.
 Notified the change community with on-going restriction for change
implementations & key events (Power Down, Maintenance), so that the changes
were navigated around with minimum Service impacts.
 Conducted weekly Change Advisory Board Meetings – including sending of Agenda,
collective discussions of the change ticket & its impacts with stake holders &
concluding on its approval for implementation.
 Review all the Open changes & ensures they are auctioned as soon as possible &
closed which will lead to reduce backlogs.
 Identifies & documents changes that by-pass the Change Management process &
provides information to the Change Process Owner to address compliance
requirements.
 Objective is to ensure there are no negative impacts to the IT environment during /
after the RFC is implemented into the production environment.
Previous Employment: IBM Netsol (August 2010 to till Aug 2013)
Project Location: Northern Trust Operating Services
Responsibility: Identify Incidents and be first point of contact for users and customers.
Diagnose, escalate, and resolve based on documented processes and procedures.
Roles:
 Commence Bridge call on Priority 1 & Priority 2 with concern Team and
coordinating until the incident resolve.
 Record, classify, prioritize, routing and closing incidents
 Monitor and track incidents
 Provide customer updates as required.
 Driving the efficiency and effectiveness of the incident management process

3.  Ensuring that all IT teams follow the incident management process for every incident
 Worked on a ticketing tool called Service Now.
 Track progress of incidents by accurate and timely recording of incident status and
of work notes.
 Preparing Incident report.
Educational Experience
 B.Sc.: From Bangalore University.
 SSLC & PUC: From John Britto High School Krishnagiri.
Skills & Assets
 Business knowledge & Project management skill.
 Ability to work independently without supervision
 Problem solving capability & Strong Technical skills.
 Good Customer Support & client interaction.
 Ability to work with a team to meet Operating Level Agreement with client.
Strengths
 Good Team player and Quick Learner.
 Project Management & Team Building, Process Improvement.
 Believes in hard work and perseverance committed to the task assigned.
 Proven ability to reach goals.
 Excellent interpersonal skills, ability to work well with others, as support staff roles.
Personal Summary
Father’s Name: Gangadhar
Date of Birth: 28/04/1985
Gender: Male
Marital Status: Married
Nationality: Indian
Languages Known: English, Kannada, Tamil, Telugu and Hindi.
DATE:
PLACE: Sugnana Murthy G