CHETAN KUMAR P

• Handling Technical Issues via Mail, Phone calls
• Incident Management – Ticketing tools

• Generating and management of daily and monthly incidents report.
• Power BI (Basic proficiency)
• Maintenance of Server applications in Production server
• Primary contact for NN administration – CED creation, RSA Token & Activation
• Creating & Maintain (VM’s) Virtual Machines in Cloud Network
• Providing solutions to the VM issues
• Creating SOPs based on the resolved issues
• Provided IT Support for International client (Novo Nordisk)
• Access RDP and take remote of user system and solving desktop issues
• 1st line Support for Production Server applications
• User management /Pro-active tasks on production server applications like PAS-X, POInT and WinKQCL.

Project: 60961 - IM2 BDAF NFR
April 2023 – Present

• Oversaw delivery of IT services, ensuring smooth coordination of incident, change, TIMS, and access management workflows.
• Led server and disk resource management for DCS_800xA infrastructure.
• Directed regular server maintenance activities and real-time system health monitoring.
• Played a key role in standardizing procedures by developing and maintaining SOPs.
• Managed stakeholder expectations while maintaining high service availability.

Project: 60979 - NN DAPI PPV
April 2023 – Present

• Managed Ivanti Neurons and ServiceNow ITSM-based support operations.
• Led cross-team coordination for server backups, DCS_800xA health monitoring, and performance alerts.
• Conducted access and change control while ensuring full service lifecycle adherence.
• Facilitated team documentation standards and knowledge-sharing initiatives.

Project: Customer Service Operations
July 2018 – June 2023

• Supervised cloud-based VM operations and international support for Novo Nordisk.
• Coordinated resolution of application issues (POInT, WinKQCL) and guided desktop support tasks.
• Mentored junior engineers and improved service documentation standards.
• Delivered proactive monitoring and led first-line support for business-critical platforms.

Project: Customer Service Operations – PAS-X
June 2018 – December 2022

• Managed PAS-X system incidents and user support; coordinated with testing teams for SAP validation.
• Developed SOPs and performance logs to support client success.
• Contributed to maintaining service stability across production environments.

Project: NN Administration & Access Management
June 2018 – February 2022

• Managed user administration services including CED creation, RSA token activation, and training module assignment.
• Streamlined invoicing processes via Microsoft Dynamics NAV.
• Acted as a primary liaison for internal access support.

Technocure IT Solutions — Technical Support Engineer
Bangalore, India | Dec 2014 – Mar 2015

• Handled support tickets for desktop and system-related issues, ensuring timely resolution.

JETKING — Hardware and Networking Trainee
Bangalore, India | Jan 2007 – Jan 2008

• Supported hands-on training in hardware troubleshooting and network configuration.