Paresh Agawne
Mumbai
Summary
Dynamic IT leader with extensive experience at AU Bank, excelling in IT infrastructure and service desk operations. Proven track record in managing large teams and driving successful IT projects, including cloud migrations. Skilled in IT asset management and vendor relations, with a strong focus on enhancing user support and operational efficiency.
Overview
20
20
years of professional experience
Work History
Senior Manager – IT Infrastructure
AU Bank
Bangalore
10.2022 - 10.2025
- Lead IT Service Desk operations & End User Support for 5000+ users across India.
- Manage team of 6 engineers (corporate offices) + 20 state-level support engineers.
- Managing End User & Senior Management Support at Corporate and Regional offices.
- Managed technical support for Windows, Android, and MAC users, ensuring seamless user experience across platforms.
- Setting up IT Infrastructure and Services for New Branch rollouts.
- Executed operating system, security control, and standard application installations and configurations on endpoints following IS standards.
- Oversaw support for contact center applications and infrastructure, enhancing operational efficiency for bank call center operations and TFN services.
- Administration of endpoint security tools including CrowdStrike as EDR, Trellix as DLP, Zscaler web proxy, Sapphire for Inventory collection, ClearPass for NAC, & Bitlocker for Drive Encryption.
- Administered local servers for services including WDS for golden OS image installations, Uniflow for secure printing, and Cosec for biometric solutions.
- L1 Administration of Application Server, Data Collector Server & DB Server for Sapphire ITAM services.
- IT Asset and Software Management through Sapphire ITAM Tool for the Desktops, Laptops, Printers, Network Equipment’s & Standard Softwares.
- Oversaw O365, MS Teams, Zoho Click licensing & subscriptions across organization.
- Managing PAN-India VC Installations and Support (Video Conferencing Solution).
- Delivered key Banking IT projects.
- Endpoints Domain Migration (Migrated 4k endpoints to New Company Domain).
- Contact Center Services Migration from On Premises to Cloud Solution.
- End users account (for 10K Plus users) Migration from existing Security control tools to new tenants – Zscaler, Email Services, EDR & DLP.
Director (DIN: 08655071)
Benchers Venture Pvt Ltd
Mumbai
12.2019 - 09.2022
- Founded IT services company delivering SaaS solutions for residential societies, addressing community needs.
- Managed product scope, conducted UAT, oversaw hosting, and coordinated vendor partnerships to ensure project alignment.
- Led digital marketing efforts, designed GUI, and facilitated client onboarding to enhance user experience.
- Designed & deployed mobile application for gate management, online payments, and visitor tracking.
IT Application Manager – Service Desk & Application Support
Chain IQ India LLP
Mumbai
10.2018 - 10.2019
- Key Project: Led ServiceNow implementation for global Chain IQ locations.
- Handled procurement and vendor management while implementing ITSM tool (ServiceNow) to streamline service delivery.
- Managed IT Service Desk for global clients, ensuring seamless support for cloud-based applications.
- Supported Citrix environment, Office 365, Azure, and SCCM, enhancing accessibility of enterprise applications.
Assistant Manager – IT
Meru Cabs
Mumbai
10.2016 - 07.2018
- Led 24/7 service desk team of 8 engineers, ensuring timely resolution of incidents across PAN India.
- Supported VIP leadership (CEO, CTO, VP) and airport IT operations.
- Managed IT asset lifecycle and vendor contracts, optimizing MS Exchange administration processes.
- Coordinated HO office relocation, achieving minimal downtime and ensuring seamless transition.
Technical Service Manager
HTP Global Technologies
Mumbai
12.2015 - 07.2016
- Oversaw operations of 16-member IT support team, focusing on service quality improvements and client satisfaction.
- Managed IT service desk and IT asset management for critical government clients, ensuring seamless operations and support.
- Coordinated AMC contracts, budgets, and client escalations to maintain service delivery standards.
Senior Analyst – IT Operations
Accenture
Pune
02.2014 - 06.2015
- Oversaw Major Incident Management (P1/P2) and conducted post-incident reviews to identify improvement areas and enhance reporting processes.
- Managed global incident escalations for client BHP Billiton, ensuring timely resolution and minimizing impact on operations.
- Supported MS Office Exchange migration to O365, facilitating a smooth transition for users and improving collaboration.
Technical Service Engineer – Incident Management
Altisource Business Solutions Private Limited
Mumbai
08.2013 - 02.2014
- Incident Management and Service Request Management for OCWEN Financial Services.
- Reduced high-impact incident volume through implementation of problem management strategies.
- Conducted weekly trend analysis on incidents to identify patterns and inform IT performance improvements.
- Developed and maintained knowledge base documenting repeated incidents and known errors, improving team efficiency.
IT Sr Executive – IT Operations
MERU Cab Private Limited
Mumbai
08.2011 - 07.2013
- Delivered critical IT support for Meru Airport Operations, resolving VPN, internet connectivity, and endpoint computing issues to maintain operational continuity.
- Supported VIP users, including MD, CEO, VP, and CTO, ensuring timely resolution of high-priority IT issues.
- Leading Service Desk team of 4 Desktop Engineers in a 24 X 7 setup.
- Ensured effective configuration management to maintain accurate inventory and software licensing.
- Adopted Manage Engine tools to enhance operational efficiency and support IT service management.
- Coordinated project activities for SAM Audit conducted by KPMG.
IT Support Engineer
3i-Infotech CSL (ICICI Bank)
Mumbai
02.2010 - 08.2011
Executive - Engineer
HCL Infinite Pvt Ltd (MERU Cabs)
Mumbai
04.2009 - 02.2010
FMS Engineer
CMS Computers Pvt Ltd (Bharti Airtel)
Mumbai
03.2006 - 09.2008
Education
B. Com -
Sathaye College
MumbaiSkills
- End User Support
- IT Infrastructure/Services Transition
- IT Service Desk Operations
- Incident Management
- Change Management
- Problem Management
- Request Management
- IT Infrastructure
- IT Services
- IT Asset Management
- Endpoint Security & Compliance
- Prince2
- Vendor Management
- IT Procurement Management
Languages
- Hindi
- English
- Marathi
Personal Information
- Date of Birth: 05/08/85
- Marital Status: Married
Timeline
Senior Manager – IT Infrastructure
AU Bank
10.2022 - 10.2025
Director (DIN: 08655071)
Benchers Venture Pvt Ltd
12.2019 - 09.2022
IT Application Manager – Service Desk & Application Support
Chain IQ India LLP
10.2018 - 10.2019
Assistant Manager – IT
Meru Cabs
10.2016 - 07.2018
Technical Service Manager
HTP Global Technologies
12.2015 - 07.2016
Senior Analyst – IT Operations
Accenture
02.2014 - 06.2015
Technical Service Engineer – Incident Management
Altisource Business Solutions Private Limited
08.2013 - 02.2014
IT Sr Executive – IT Operations
MERU Cab Private Limited
08.2011 - 07.2013
IT Support Engineer
3i-Infotech CSL (ICICI Bank)
02.2010 - 08.2011
Executive - Engineer
HCL Infinite Pvt Ltd (MERU Cabs)
04.2009 - 02.2010
FMS Engineer
CMS Computers Pvt Ltd (Bharti Airtel)
03.2006 - 09.2008
B. Com -
Sathaye College