Desired Job Title
Manager IT & InfraSr IT Support EngineerSystem AdministratorTechnical Support EngineerCustomer Care ExecutiveLocation Preference
On-SiteRemoteHybridLocation: Mumbai, MHPune, MH
Open to relocation: Yes
Roncy Patel
Manager IT & Infra
Mumbai
Work Preference
Summary
Results-Driven IT Leader with 20+ years of progressive experience managing enterprise-level IT operations across diverse sectors including Corporate, BPO, KPO, Healthcare, and IT Services. Adept at leading digital transformations, optimizing IT costs, and driving innovation. Proven success in building high-performance teams, managing global audits (SOC II, regional), and designing scalable IT infrastructure. Specialist in Apple Mac ecosystems and SaaS lifecycle management with hands-on experience in Google Workspace JAMF, and VMware Workspace ONE. IT Automation using AI
Overview
3
3
Languages
4
4
Certifications
21
21
years of professional experience
Work History
Manager IT & Infra
BROWSERSTACK SOFTWARE PVT LTD
08.2015 - 07.2025
- Lead strategic IT planning and maturity roadmaps to align with Business goals.
- IT budgeting & yearly budget planning.
- Utilization and cost optimization.
- ITGC compliance, SOC II audit preparedness, and regional audit success.
- ISO Readiness & Certification
- IPO Readiness (IT)
- IT Process documentation.
- IT Team Maturity planning and Implementation.
- Business critical & Financial Applications controls and Security readiness.
- IT Asset Inventory Audits and Disposal.
- Elevated IT support operations by instituting robust IT helpdesk process and SLA adherence.
- Standardized hardware procurement and lifecycle management across teams.
- Managed escalations, incident workflows, and resolution metrics for service improvement.
- Defining and Implementing Hardware Standardisation.
- Setup IT support operations by Implementing FreshService (Ticketing Tool)
- Streamlined IT Inventory and moved from Google sheets to FreshService.
- Implemented Apple Mac-based environment standards and support frameworks.
- Managing IT Procurement for Office and Data Centres.
- Vendor Management.
- Procurement & Flashing of Mobile Devices for the Data Centres.
- Monthly Audit of Physical Assets New Joiner Laptop Assignment.
- Monthly Audit of Software Stack.
- Domain Management Quarterly Access Control Audit
- Network Device Management
- Department Wise IT Spend Report
- Automation of Manual Task using Google/Python Scripts
- Team Management and ENPS Issues.
- Cross Functional OKR’s Support.
- AV Design and Implementation
Sr IT Support Engineer
DIRECTI SOFTWARE PVT LTD
09.2009 - 08.2015
- Server Deployment & Management (Prabhadevi DC and In House DC)
- Infrastructure Setup and Management(Seepz Offices)
- CEO’s Home IT Setup & Management (Mumbai & Dubai)
- Audio Visual Setup & Management
- Inventory Management.
- Delivered enterprise support and system administration across diverse IT environments.
- Played a key role in transitioning systems and processes during infrastructure upgrades.
- New Joiner Induction
- Employee Exit
- Annual Software Audit
- New Office IT Setup
- Help Desk Management & Handling Escalations
- Monitoring Tickets & assigning tickets as per engineer available.
- Primary Responsibility for Employee Discontinuation(Deleting ID’s & Taking Back Inventory)
- Secondary Person Responsible to solve all related Mac Issues
- Monitoring Remote offices & providing remote support (Dubai, China, Delhi & Bangalore).
- Taking End user feedback sessions, conducting online CSAT surveys within the Company & Collating Results of the same to improve Teams Performance.
- Creating & Implementing Processes to ensure smooth IT operations.
- Corp IT Team Branding (IT Awareness/Security Posters)
- Monitoring Servers using Nagios open source Monitoring Tool.
- Creating/Managing Virtual Machine in Citrix Xen.
- Managing Company’s Mail Control Panel Email Accounts.
- Configuration & Management of end users Windows terminals, Servers using WDS server
- Installing & configuring the servers as per the predefined processes.
- Pre-Deployment testing
- Coordinate with ISP’s in resolving issues related to Internet connectivity.
System Administrator
ECLINICALWORKS INDIA PVT LTD
07.2007 - 03.2009
- Responsible for implementing and maintaining system security and configurations of servers
- Providing IT Support to end users
- Configuration, maintenance and optimization of Hosted Application servers: SAAS Servers.
- Maintaining ESX servers with MS VMware.
- Creating Virtual Machines on the ESX servers for Production environments running on Windows Server 2003
- Backup & Monitoring of Systems, Network Devices and application services.
- Planning technical architecture for client systems including network configuration and architecture.
- VPN Tunnel Configurations client side as well as Server side.
- Deploying instances of Tomcat & MySQL on servers & Configuring IIS,FTP & FTPS servers
- Manual database Backup on Windows Database Cluster or Linux Server
- Installing Disaster Recovery Software on client Machines Remotely.
- Taking daily, weekly & Monthly Backups of client data.
- Monitoring and taking weekly mass data backup.
- Installing NetIQ & What’s Up Gold software’s and using same to monitor all servers.
- Setting replication between master and slave database servers.
- Re-Sync of master-slave servers if replication is broken.
- Creating User ids on the database to login to the software.
- Data Center Moves.
- Installing & Monitoring port blocking software (Serve-U) on servers.
Technical Support Engineer
WIPRO INFOTECH
08.2006 - 08.2007
- Site: 3 Global Services (Malad/Pune)
- Worked as a Acting System Admin on Site
- Installed, configure, and troubleshot Desktop systems, Sipping of VOIP Phones.
- Problem management and issue resolution for VoIP Phones, laptop issues.
- Created a Common OS Image for UK and AUS operations using Norton Ghost.(Awarded Engineer with Consistent Improvement )
- Working in close co-ordination with 3IT Team, Raising PR’s.
- Taking Escalation Calls from Desktop Team.
- Co-ordination between server and network team for issues.
- Attending On Call Conference Weekly for Priority1 Issues Raised.
- Level T2 Troubleshooting issues.
- Sending Outage Notification Notice to the Contact center.
Customer Care Executive
IBM-DAKSH
06.2005 - 03.2006
- Providing Customer Support subscribers of the ISP Wanadoo
- Supported Remoted Installation and troubleshooting
- Taking Escalation Calls from Windows Desktop Team.
- Started the Apple Mac Support Queue for Installation and troubleshooting.
- Level T2 Windows and Apple Mac Troubleshooting issues.
Hardware & Network Engineer
CMS COMPUTERS INDIA PVT LTD
06.2004 - 01.2005
- Site : (VSNL)
- Providing IT support to all end users to ensure efficient system (5000 workstations/laptops usage at Client Base (VSNL Prabhadevi & Fort)
- Provisioning, installing, administrating and maintenance of systems, file and print servers etc.
- Assisted with troubleshooting procedures on patch and security compliance (included virus detection for server and clients).
- Maintaining the asset management server and generating reports from the same.
- Assisted in the setup and installation of Wireless Access Points (WAP) throughout the company facility.
- Worked for 6 Months in the Test and Research Facility as a hardware Research assistant
Education
Executive MBA -
Narsee Monjee Institute of Management Studies: NMIMS
08.2027
B.Sc. - Computer Science
Rizvi College of Arts, Science & Commerce
03.2004
H.Sc. - Science
G.N Khalsa College
03.2001
S.S.C - undefined
St Stanislaus High School
03.1998
Skills
Productivity Enhancement
Employee onboarding
Google Administration
JAMF Administration
Strategic IT Planning
Team Development & Leadership
Infrastructure Management
Incident Management
Team leadership
Operations management
Strategic planning
Decision-making
Performance management
Time management
Certification
Completed MCSE Course
Timeline
Manager IT & Infra
BROWSERSTACK SOFTWARE PVT LTD
08.2015 - 07.2025
Sr IT Support Engineer
DIRECTI SOFTWARE PVT LTD
09.2009 - 08.2015
System Administrator
ECLINICALWORKS INDIA PVT LTD
07.2007 - 03.2009
Technical Support Engineer
WIPRO INFOTECH
08.2006 - 08.2007
Customer Care Executive
IBM-DAKSH
06.2005 - 03.2006
Hardware & Network Engineer
CMS COMPUTERS INDIA PVT LTD
06.2004 - 01.2005
S.S.C - undefined
St Stanislaus High School
H.Sc. - Science
G.N Khalsa College
B.Sc. - Computer Science
Rizvi College of Arts, Science & Commerce
Executive MBA -
Narsee Monjee Institute of Management Studies: NMIMS
Professional Recognition
- Unsung Warrior Award, Browserstack Software Pvt Ltd, 2025
- Browserstack Ambassador Award, Browserstack Software Pvt Ltd, 2024
- Leading Light Award, Browserstack Software Pvt Ltd, 2023
- Rising Star Award, Browserstack Software Pvt Ltd, 2021
- COVID Warrior, Browserstack Software Pvt Ltd, 2020
- 5 Years Loyalty Award, Directi Software Pvt Ltd, 2014
- Engineer with Consistent Improvement, Wipro Infotech, 2007
Professional References
- Shirish Kamath, Browserstack Software Pvt Ltd, +91 9833012298
- Kamlesh Kudav, Directi Software Pvt Ltd, +91 98200 43785
Hobbies
Motorcycling,Hockey,Music and Drones