Rashmi Sundaram has over 15 years of experience in operations management, project management, service delivery management and people management. She has worked with companies like IBM, Cisco, Mphasis and Dell in roles like Project Manager, Service Delivery Manager and Technical Support Expert. She holds an MBA in Information Technology and is trained in ITIL, ITSM and Lean methodology.

1. Rashmi Sundaram
# 186, 1st
floor 15th
Main Road, 1st
Stage, BSK, 2nd
block Hanumanthnagar, Bangalore, 560050, Mobile +91-
9845559795, +91- 7411412198. Email - rashmi_s@msn.com.
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Professional Summary : Operations Management, Service Delivery management, Project and Transition
Management, People Management,Productivity/ process improvement, Policy/ procedure development, staff
development/ training.
Work Experience
Designation and
Organisation
KeyAreas ofResponsibility andAssignments
Project Manager - Transition
and Transformation.
(May 2015 – Feb 2016)
IBM INDIA PVT LTD
Bangalore
Location - Bangalore
 Managed and delivered large scale E2E projects in server up gradation and migration for the
second largest Health care provider in United States.
 Proficient in project, stakeholder, risk, scopeand issue management.
 Facilitate thedelivery of theSolution Maturing phaseof the project by managing the
development and approvalof Server Solutions Organization detailed/matured Technical
Solution Document ready for the Implementation phaseof the project.
 Develop detailed implementation plans using MS Project (or Account Specified tool) to
enable delivery of theTechnical Solution Document.
 Conduct Project Definition Workshops with all the stakeholders and produce thewritten
report - theProject Definition Report.
 Closely work with theDelivery Integration Team to ensure that all relevant Teams within
IBM and alliance teams are engaged to deliver theservice at Implementation.
 Responsible for remote coordination of infrastructureimplementation/integration
 Estimate initial project cost and timing with thehelp of project team members of different
Geography's or customers as desired.
 Engage and manage technical resources to deliver the project plan
 Acquire budget approvalto all Project Costs - hardware & software spend, resource costs,
floor space, licenses etc..Initiate action & implement the methodologies to improve the
performance of technology operations for smooth functioning.
 Handling projects in terms of End 2 End technology deliverables.

2. Designation and
Organisation
KeyAreas ofResponsibility andAssignments
Service Delivery
Management(Aug 2013 –
July 2014)
Cisco Systems India
Private limited
Location – Bangalore
Cisco Systems, Inc. is an
American multinational
corporation headquartered in
San Jose, California, that
designs, manufactures, and
sells networking equipment.
Service Delivery Manager IT.
 Manage the Local IT Service Experience by managing Cisco vendor against SOWs
and SLAs, continuously monitoring the client experience, and executing globally
consistent support strategies.
 Manage Support Information by documenting policies and processes.
 Manage a varying degree of Helpdesk/Local IT escalations – receive and close
escalations with Delivery Partners, communicate statuses to stakeholders, ID root
cause and validate Long Term Fix.
 Drive continuous service improvements by identify optimization opportunities that
impact client experience, case handling, case volume, and case age.
 Overall service offering and assist in developing and executing future support
strategies based upon client demand, financial constraints, trends, and new
technology.
 Work with other IT Service Owners within Cisco to improve the client experience
and case volumes.
 Build key relationships with Theater partners, IT Service Owners, and other teams
 Lead the integration of new service offerings into the GTRC.
 Present updates regarding the service including service roadmap, support
challenges and integrations
 Provide monthly or quarterly Service Reviews to the Service Owner.
 Manage acquisitions and technology transition.
Designation and
Organisation
KeyAreas ofResponsibility andAssignments
Project Manager (Apr
2010 – Aug 2013)
MphasiS INDIA PVT LTD
Location -Bangalore
MphasiS is a Bangalore based IT
services company owned by
Hewlett-Packard. The company
provides infrastructure technology
and applications outsourcing
services, as well as architecture,
application development and
integration, and application
management services. It serves
financial services, telecom, logistics,
and technology industries. MphasiS
is ranked #7 in India IT companies
and overall #165 by FortuneIndia
500 in 2011[3] with more than
40,000 employees [4] as of 2012.
Project Manager Infrastructure and Technology.
Managing Key Business Transformational Change Projects in Technology and
Infrastructure.
 Worked on a project to introduce new cost effective technology and infrastructure for
existing and new clients.
 Was Technology lead for the Mangalore site, handling both international and domestic
technology projects till May 2013
 New Technology Solution for MU
 Reduction of cost per seat for new Build outs
 Working with the Technology PMO to liaison with the different technology teams and
provide accounts with infrastructure to run the process.
 Follow Project Management methodology for a ramp or new project, review the RFI/RFP
response and detail program requirements/specifications.
 Work along with the Client's Project / IT team to agree on a design, BOM, Project Plan,
Roles & Responsibilities, deliverables, communication matrix and escalation matrix.
 Follow Project Management methodology for a ramp and engage and reserve internal /
external resources in terms of ordering, delivery and Installation for smooth implementation
of Project
 Define and Comply to security standards laid down by clients as per the SLA's agreed,
highlight the threats & recommend suitable solutions.
 Follow project management methodologies for ongoing support like change management,
incident management. Ability to manage internal ops team during outages. understand the
requirements & provide ongoing support to improve the performance.
 Documentation as per ISO requirements
 Initiate action & implement the methodologies to improve the performance of technology
operations for smooth functioning.
 Handling projects in terms of End 2 End technology deliverables.
Achievements:
Successfully provided support to businesses in streamlining various technology and network
changes to build stability to network connectivity.
Was instrumental in creating awareness within the Operational teams in understanding
technology.
Worked with Global NOC ( Network Operations Center ) closely to achieve thekey Network

3. SLAs for clients.
Project Manager - Transition
and Transformation.
(June 2004 - Feb 2010)
IBM INDIA PVT LTD
Bangalore
Location - Bangalore
Organisational Development
(OD) Consulting firm run by
DrMee-Yang Chung Judge one
of the pioneers of OD in UK.
Q&E partnered with top
companies in UK with Senior
Management Development
workshops,Coaching and
Mentoring.
As Project Manager Transition & Transformation : Duration : July 2008 - Feb 2010
Nesting Assistant ManagerOperations Dec2007 - June 2008
Project LEAN ( GDF ) July 2007 - Nov 2007
Project e-Workforce Management June 2006 - March 2007
Quality Advocate Jan 2005 - June 2005
Quality Analyst June 2005 - Dec2007
Technical Support Associate June 2004 - Jan 2005
 Managed and delivered large scale projects. Proficient in project, stakeholder, risk, scope and
issue management.
 Facilitate thedelivery of theSolution Maturing phaseof the project by managing the
development and approvalof Server Solutions Organization detailed/matured Technical
Solution Document ready for the Implementation phaseof the project.
 Develop detailed implementation plans using MS Project (or Account Specified tool) to
enable delivery of theTechnical Solution Document .
 Conduct Project Definition Workshops with all the stakeholders and produce thewritten
report - theProject Definition Report.
 Closely work with theDelivery Integration Team to ensure that all relevant

4. Q&E is the only organisation
providing National Training
Laboratories USA's
Organizational Development
Certification in the UK.
Teams within IBM and alliance teams are engaged to deliver theservice at
Implementation.
 Responsible for remote coordination of infrastructureimplementation/integration
 Estimate initial project cost and timing with thehelp of project team members of different
Geography's or customers as desired.
 Engage and manage technical resources to deliver the project plan
 Acquire budget approvalto all Project Costs - hardware & software spend, resource costs,
floor space, licenses etc..
 Create necessary documents with attention to quality and adhere to theaccount specific
process requirements.
 Deliver the project plan to scope, timescales and budget by tracking all activities against Plan
and all actual costs against budget.
 Chair regular Technical Project Review Meetings, Customer facing Meetings , attend TPD
Review Meetings.
 Manage risks and issues impacting project deliverables.
 Manage all changes in accordance to theTPD Change Management Process so preventing
the implementation of unauthorized changes and cost exposures.
 Act as primary interface to thecustomer, other vendors and all IBM and alliance personnel
associated with theproject.
 Demonstrated expertise in Multi-vendor and Multi-siteteam management by managing and
coordinating with multiple vendors working from multi-sites for application deployment
initiatives.
 Demonstrated expertise in Quality, Delivery Management and Project Management.
 Active contribution in the Recruitment programs to choose the appropriatecandidates.
 Expertise in managing remote project management teams through different geographies.
IBM India Pvt. Ltd.Nesting Assistant ManagerOperations -Dec2007 - June 2008
 Handling team strength of 18 FTE's and support staff of QA and a Trainer.
 Actively involved in recruiting the associate and do the final sign off to the production floor.
 Responsibilities include development of our people's professional capabilities and value up
skill.
 Interacting with the client and counterparts on any updates regarding the process changes.
 Monitor the QA scores and customer satisfaction scores and educate individuals/ groups
accordingly.
 Preparing IDP (Individual development plan) of the agents every month.
 Doing yearly appraisals for the team members.
 Prepare special projects and reports to update management on customer service issues.
 Help desk day-to-day floor management, which includes checking of staffing pattern,
technical competency of analysts, and feedback session to analyst and process administration
related functionalities.
 Key Deliverables include Client Management, Business Transitions, Training Schedules,
Creation of Standard Operating Procedures (SOPs)
 Managing backup of critical data and involvement with Technology and Telecom department
facilitating crisis management.
 Interface and communicate with Key Stakeholders and Management.
 Lead and Coordinate resolution of critical issues
 Address Process Gaps, Analyze Workflow, Staffing Levels
 Create Improvement Plans, Initiate Projects where Critical to Quality (CTQ) metrics not
being met
 Driving Technical Improvement Projects at the desk
 Conducting Knowledge Sharing Sessions and Implementing Best Practice Sharing for
process improvement at the desk
 Have played a key role in the Critsit situation and was a single point of contact for all kinds
of executive escalations
 Knowledge on basics of ITIL framework in Helpdesk environment.
 Owner for driving Lean projects for the account.
 Within 6 months of joining IBM have received a PBC rating of 1.
.
IBM India Pvt. Ltd. Project LEAN ( GDF ) - July 2007 - Nov 2007
 Part of the Lean team as an Associate starting 24th July 2007 till November 2007.
 IBM ITD launched a broad productivity program with Lean as the primary tool for driving
process and productivity improvements.
 Productivity improvements were implemented using lean methodology.
 Continuous improvement infrastructure was established to drive ongoing and incremental

5. improvements.
 Was recognized with an excellence certificate for working on this project.
IBM India Pvt. Ltd. Project e-Workforce Management - June 2006 - March 2007
 Was then given an opportunity to head the Pilot Project in e-Workforce Management for all
the commercial projects in Bangalore and Hyderabad.
 Successfully handled the Staffing, scheduling and Forecast for 8 commercial accounts in
Bangalore and 6 commercial accounts in Hyderabad.
 The Pilot Project was a huge success with all the accounts, time spent by the managers in
staffing and scheduling for their respective accounts is now being handled by the e-WFM
team.
 The e-WFM team also provides the desk with a Forecast of call volumes and staffing
required on the desk for the coming month which has helped the desk to plan and approve
leaves depending on the report generated by the e-WFM tool.
 The SLA of all the desks have improved after the implementation of e-WFM Pilot project.
 Currently we have a team of Agents working for the e-WFM project.
IBM India Pvt. Ltd. Quality Analyst - June 2005 - Dec 2007
 Working as a Quality Analyst / Process Coach for a Commercial Pilot Account.
 Responsible for the performance of the team.
 Responsible for the team's quality standards like the turnaround time to action mails, chase
the calls that are with the resolver team and get back to the user with the accurate update,
with in the SLA.
 Responsible for the performance of the team and maintaining the SLAs such as Abandon
Rate, ASA, FTF, etc …..
 The Pilot process was a success and is still one of the teams that has never missed the target
SLAs.
 Regularly visited Vendor and IBM events to recruit eligible candidates, for the complete End
User Services both internal and commercial processes for Bangalore and Hyderabad.
IBM India Pvt. Ltd. Quality Advocate - Jan 2005 - June 2005
 Performing Documentation Checks for the Team to check the Quality of Documentation of
Problem Tickets.
 Was promoted as a Quality Analyst for a Pilot process within 6 months of performing the
role of a Quality Advocate.
 Completed my Lotus Domino Administration during this period.
IBM India Pvt. Ltd.Technical Support Associate - June 2004 - Jan 2005
 Started my role as a TSA in IBM Providing Support to internal clients from NORDIC, UK
and Ireland regions.
 Was always part of the top quartile in the team and account stack rankings.
Technical Support Expert
(AUG 2002 - May 2004)
Dell International Services
Location - Bangalore.
 Was working for Dell International Services India, as a Senior Technical Support
Consultant supporting the Home, Small Business & Corporate customer base in Europe,
Primarily UK & Ireland. Was working in a Project ELS (Early Life Support) where the
customers within 30 days are the primary focus. The main objective to start a project like
ELS was to check and reduce the IFIR (Initial Field Incidence Rate) which mainly checks
the failed parts on New Systems. This is very helpful for the product support team to correct
and implement processes to eliminate the percentage of failure to give a good customer
experience.
Computer Faculty
(May 1999-June 2002)
Crescent Computer Services
Location- Bangalore.
 Worked as a faculty and teaching computer courses for school children.
MBA in Information Technology. Indian School of Business Management and Administration.
 ITIL and ITSM trained.
 Diploma in Electronics & PC Maintenance. BIIT , Bangalore.
 Cleared 10th from St. Anne's Girls High School with First class
 Certified IBM LEAN Associate.
Interests:Music, Art,Antiques collection and Poetry.