CHETHAN KUMAR H S
Bangalore
Summary
Seeking a challenging position by complimenting 18+Years of IT Service Delivery management experience, where I can contribute effectively for the growth of the organization and my career with the aim of reaching the pinnacle of success.
Total 19+ years’ experience in Leading IT Service Desk & End user Computing & Infrastructure & Asset Management in ServiceNow. IT-Service Desk management, IT Infrastructure & Asset Management Experience in Incident and Change management process IT Asset Management in ServiceNow. IT Incident Management in ServiceNow. IT Change Management in ServiceNow. Experienced in managing Audio & Video conference room setup and management.
Experience in Azure Cloud Backup and Intune Patch Management. Experience in Azure account management and access request. Also managed Azure Virtual Servers & monitoring health checkup. Initial Level Experience in AWS Console Management & Monitoring. Managed Network in Cisco Meraki Console for India & Global Region.
Installation and configuration of Automation tools – Automation Anywhere & Blue prism Managing Team shifts and driving thru training sessions. IT applications Migration Activity. Relationship Management & advocating best Practices Good skill of team handling with hands on ability in people management. SLA Management & KPI Report management with Global Team members A Self-motivated with a positive attitude, willingness to learn new concept and acceptance of challenges and skilled in understanding client requirements.
Awarded thrice as “Best performer” on the floor in Wipro Infotech. Awarded thrice as “Spot on Award” on the floor in TPI Advisory. Awarded Above & Beyond Award in TPI Advisory in Covid crises time. Rewarded Spot-on Award Twice in 2024 in ISG (TPI Advisory ) for technical support and managing team. Rewarded Spot-on Award Twice in 2025 in TPI Advisory for India Kick OFF Event.
Experienced with coordinating cross-functional teams to achieve project milestones efficiently. Utilizes critical thinking and strategic planning to drive project success. Track record of enhancing team productivity and meeting project goals within set timelines.
Overview
18
18
years of professional experience
Work History
IT Lead – India ServiceDesk, IT-Tech Operations
Information Service Group
11.2015 - Current
- Company Overview: Information Services Group
- Hand on experience in Managing IT Service Desk & End user Computing Managing IT Infrastructure
- Experience in Incident and Change Management process
- IT Asset Management in ServiceNow
- IT Incident Management in ServiceNow
- IT Change Management in ServiceNow
- Experience in Azure Cloud Backup and Intune Patch Management
- Experience in Azure account management and access request
- Experienced in managing Audio & Video Board room & Experience centre Meeting Room setup and management
- IT Vendor management
- Information Services Group
- Ensure 100% achievement of all SLA’s month on month, keeping quality of the service prime focus
- Single Point of Contact (SPOC) operational service delivery for ISG India
- Enhance end user support and ensure proper service delivery
- Relationship Management & advocating best Practices
- Managing Internal & External Audits – ISO 2007
- Use performance metrics, KPIs to build a culture of accountability and continuous improvement and closely work on KPI report with Global Service Assurance Team
- Develop organizational strategy and align Team goals and objectives
- Managing Team rosters and India Team Members KPI Management
- Provide incidents/Service Request & Asset configuration reports, daily, weekly & monthly
Project Lead
NIIT Technologies Ltd
04.2015 - 11.2015
- Customer: Adecco India
- Established strong relationships with clients, leading to repeat business and positive referrals for the company.
- Improved overall team performance by conducting regular performance evaluations and providing constructive feedback to facilitate professional growth.
Service Desk Manager
Adecco India
05.2013 - 03.2015
- Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
- Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
Shift Lead
Microland Pvt Ltd
04.2012 - 05.2013
- Customer: Deustche Bank
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enhanced customer satisfaction through effective conflict resolution and prompt service.
- Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
Team Lead
Wipro InfoTech
08.2007 - 11.2011
- Customer: Cairn Energy (Supporting from Mysore-GSMC)
- Role: Server Support Engineer-L1
- Customer: Spheris India Pvt Ltd
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
Desktop Support Engineer
CMS Computers Ltd.
08.2007 - 01.2011
- System Administration for Banking Sectors, Insurance Sectors, Railways, and Industries Clients: SBI, SBM, Syndicate Bank, Bajaj Alliance, Met Life, ING Vysya, Indian Railways and AT & S
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Streamlined IT support processes for quicker response times and improved user satisfaction.
- Improved system security by implementing robust antivirus solutions and firewalls.
- Improved network connectivity, troubleshooting and resolving complex network issues.
- Supported remote users, ensuring seamless access to network resources.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
Education
BSc - Computer Science
University of MYSORE
Mysore01.2004
Skills
- Consistently analyze and improve Managing capabilities related to ServiceDesk Operations
- Service level management in ServiceNow
- Azure Intune Monitor
- SLA Management
- Qualitative analysis
- Service desk operations
- People Management
- IT Infrastructure Management
- IT Vendor Management
- Board Rooms Audio & Video Setup
- Operations management
- Teamwork
- Time management
- Teamwork and collaboration
- Process management
System Administration
Banking, Insurance, Railways, Industries, SBI, SBM, Syndicate Bank, Bajaj Alliance, Met Life, ING Vysya, Indian Railways, AT & S
Rewards
- Presidentship Award in Scouts (1998-1999)
- Rajyapuraskar Award in Scouts (1997-1998)
Hobbies and Interests
- Passion about Theatre activity
- Writing scripts
- Travelling
Disclaimer
I hereby declare that all essentials are to my best of knowledge.
Professional Training Certification
- Azure Administrator Associate
- AWS Solution Architect
- ISO 27001:2013 ISMS Internal Auditor certification from BSI
- ITIL V3 foundation certified in IT Service Management
- Microsoft Certified Professional
- Managing MS-Azure cloud Access, Storage and Backups Monitoring
- Managerial Excellence Certification
Theatre Activity, Travelling
From Past 5 Years part of Theatre skits and play activity with writing skills and direction.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
kannada
Bilingual or Proficient (C2)
Timeline
IT Lead – India ServiceDesk, IT-Tech Operations
Information Service Group
11.2015 - Current
Project Lead
NIIT Technologies Ltd
04.2015 - 11.2015
Service Desk Manager
Adecco India
05.2013 - 03.2015
Shift Lead
Microland Pvt Ltd
04.2012 - 05.2013
Team Lead
Wipro InfoTech
08.2007 - 11.2011
Desktop Support Engineer
CMS Computers Ltd.
08.2007 - 01.2011
BSc - Computer Science
University of MYSORE
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