Asset Management Service Delivery

HIREN DAVE

Mobile : +1-516-***-****

Email ID : ***********@*****.***

linkedin.com/in/hiren-dave-5075391

P R O F I L E

Accomplished IT Professional with over 17 years of experience in application support, system integration, implementation, IT procurement, budgeting, and team management.

Recognized for expertise in networking, project management, strategic execution, vendor evaluation, customer support, and ERP/application integration and support.

Certified in ITIL 4, adept at implementing and optimizing IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM) processes to enhance service delivery and operational efficiency.

Demonstrated success in ensuring seamless end-to-end project delivery through meticulous project management and strategic oversight.

Strong proficiency in incident, problem, change, and configuration management within ITIL practices, ensuring robust IT service delivery and support.

Experienced in developing and implementing IT policies and procedures for governance, security, and compliance to enhance operational efficiency and risk management.

Skilled in overseeing large-scale IT projects, managing application performance, and implementing proactive measures to ensure high availability and user satisfaction.

Adept at managing complex technical issues, conducting root cause analysis, and collaborating with development teams to implement effective solutions. C O R E C O M P E T E N C I E S & T E C H N I C A L S K I L L S

IT Infrastructure & System Architecture: Expertise in designing scalable, reliable, and reusable architectures for on-premises, cloud, and hybrid environments.

Proficient in managing LAN/WAN networks, FortiGate firewalls, routers, switches, wireless access points, and VoIP systems to ensure high availability, performance, and security.

Skilled in Microsoft Azure (Azure AD, virtual networks, VMs), Microsoft Exchange Server, Active Directory (AD), domain management and Hyper-V.

Strong background in IT asset and software lifecycle management, ensuring efficient utilization, compliance, and cost optimization., ensuring efficient utilization, compliance, and cost optimization.

IT Service Management & IT Operations: Skilled in ITIL-based Incident, Problem, Change, and Configuration Management processes, including ServiceNow ITSM and ITOM implementation.

Experienced in managing IT service delivery within MSP environments, ensuring SLA adherence, optimizing service workflows, and enhancing customer satisfaction using ConnectWise and Kaseya.

Strong background in enforcing IT policies, ensuring regulatory compliance, managing IT audits, and aligning with governance frameworks.

ERP System Management & Business Applications: Proven ability to oversee the implementation, configuration, maintenance, and optimization of ERP systems (SAP MM & Prolific BackOffice).

Skilled in leading ERP service operations to ensure seamless service delivery, continuous system availability, and business process optimization aligned with logistics and finance requirements.

Hands-on experience with Property Management Systems (Opera PMS), POS systems (Micros POS), and API integrations for seamless business operations.

Highly skilled in Opera PMS, Micros POS, and FCS, with a focus on enhancing operational efficiency for hospitality clients.

Cybersecurity & Data Protection: Experienced with Sophos, Netskope, CrowdStrike, and implementing robust data protection protocols to meet regulatory IT compliance and security standards.

Expertise in Barracuda, Acronis Backup, and Veritas Backup for disaster recovery and business continuity planning.

Project Management & Strategic IT Leadership: Strong expertise in end-to-end IT project management, including scope definition, budgeting, risk assessment, and vendor coordination using Agile & Waterfall methodologies.

Adept at leading large-scale IT initiatives, aligning technology with business goals, and driving strategic IT transformations.

Experience in IT governance, policy enforcement, regulatory compliance, and IT audits to maintain industry best practices and security standards.

Collaboration, Business Intelligence & Data Analytics: Skilled in Microsoft 365, Power BI, SharePoint, and business application integrations for data-driven decision-making and business process automation.

Ability to bridge technical and business teams, translating functional specifications into technical solutions for ERP enhancements and business process optimizations.

Leadership, Team Development & Continuous Improvement: Proven ability to lead IT helpdesk, network engineering teams, and ERP professionals, driving operational excellence.

Focused on mentoring, skill development, and fostering a culture of continuous improvement in IT operations, service delivery, and ERP system performance.

Expertise in stakeholder engagement, vendor negotiation, and third-party ERP consultant management, ensuring optimized service delivery and cost efficiency.

Vendor & Stakeholder Management: Proven ability to evaluate, negotiate, and manage vendors and service providers to optimize cost and service delivery, including managing third-party ERP consultants.

Skilled in stakeholder engagement, ensuring effective communication between technical teams and business leaders for successful project delivery.

E M P L O Y M E N T H I S T O R Y

Techarro Software Solutions LLC, Iselin, New Jersey, US Jun. 2022 – Nov. 2024 IT Manager

Strategized and implemented tailored IT solutions aligned with client requirements and industry best practices, achieving optimal outcomes.

Directed IT projects from inception to completion, ensuring on-time, within-budget delivery while providing consistent updates to stakeholders.

Applied ITIL v4 best practices to enhance service quality, improve operational efficiency, and ensure consistent service delivery.

Delivered outstanding customer support by resolving complex technical issues, minimizing downtime, and maintaining high client satisfaction levels.

Managed ITIL-based service incidents with a focus on problem management, ensuring swift resolutions and strict adherence to ITIL standards.

Acted as a liaison between stakeholders and technical teams, fostering seamless communication and aligning service delivery with expectations.

Administered and optimized the ServiceNow platform, streamlining ITSM processes like incident, change, and request management.

Managed the lifecycle of IT assets within ServiceNow, from procurement to disposal, improving asset utilization and identifying cost-saving opportunities.

Configured compliance policies and device profiles in Intune, addressing MDM enrollment, device wipe, lock, and reset issues remotely.

Provided hands-on training and coaching to IT and business teams on ITIL v4 concepts, practices, and tools, fostering enterprise-wide adoption and adaptation. The Lodhi New Delhi, INDIA (Formerly Aman Resorts) Sep. 2008 to Feb. 2022 IT Manager

Developed and executed robust IT strategies, policies, and procedures, aligning with business objectives and ensuring compliance with industry standards.

Delivered scalable and cost-effective IT solutions to streamline operations, enhance user satisfaction, and align with organizational goals.

Administered IT budgets, delivering cost-effective solutions while optimizing resource allocation.

Designed and implemented ITIL v4 practices, including Incident, Change, Problem, and Configuration Management, ensuring minimal business disruption.

Directed and optimized end-to-end service delivery processes, driving high customer satisfaction while meeting business needs.

Maintained comprehensive documentation for processes, activities, and hardware/software inventory to ensure operational continuity.

Managed the maintenance, optimization, and security of network infrastructure, including LANs, WANs, and guest networks, ensuring reliable connectivity and data security.

Developed and executed network plans, focusing on IT security policy implementation to enhance system protection.

Implemented IT security measures, ensuring compliance with industry standards and protecting critical systems from vulnerabilities.

Managed integration projects for Property Management Systems (PMS), Point of Sale (POS), and Central Reservation Systems (CRS), ensuring seamless data exchange.

Provided technical support for hotel systems like Opera PMS, Micros POS, Prolific BackOffice, and Alif, ensuring prompt issue resolution and operational continuity.

Managed key systems, including FCS call billing, Vingcard door locking, attendance systems, and Knowcross.

Led a six-member help desk support team, ensuring excellent service delivery by promptly resolving technical issues.

Conducted team performance evaluations, facilitated professional development programs, and aligned team objectives with business goals.

Maintained strong vendor relationships, overseeing procurement, provisioning, and escalation processes while ensuring adherence to service-level agreements (SLAs).

Acted as a liaison between stakeholders and IT teams, ensuring alignment of technical solutions with business needs.

Fidelio India Pvt. Ltd. New Delhi, INDIA July 2007 to Aug. 2008 Technical Services Specialist – Hotel System

Analyzed network, systems, and software requirements, collaborating with Project Heads for effective solutions and insightful recommendations to management.

Managed projects, coordinating with clients and third-party software providers for seamless on-site integration.

Deployed Veritas Backup solutions, ensuring data security and recoverability.

Implemented PMS systems and interfaces, streamlining hotel operations.

Utilized comprehensive diagnostic skills to troubleshoot hardware and software issues for hospitality industry customers.

Provided responsive technical support for Micros Fidelio hospitality systems through remote communication and telephone.

Key Information Technology Dubai, UAE April 2006 to June 2007 Customer Support Engineer

Expertly integrated servers with Active Directory, enhancing network infrastructure and user management.

Identified and resolved hardware and software issues in the hospitality industry, showcasing robust diagnostic skills.

Provided effective technical support for Micros Fidelio hospitality systems via telephone.

Led seamless PMS software installations and transitions for clients. E D U C A T I O N

Academic:

Master of Science in Information & Technology, S. M. University, India

Bachelor's Degree, Gujarat University, India

Computer Certifications & Training:

ITIL 4 Foundation Certificate in IT Service Management

Azure Administrator Associate (Microsoft Certified)

MCP (Microsoft Certified Professional)

CCNA (Cisco Certified Network Associate)

SAP MM (Materials Management) Training Completed – Udemy

ServiceNow System Administrator (On-Demand Training Completed)

ServiceNow IT Service Management (ITSM) Implementation (On-Demand Training Completed)

Contact this candidate