1. KAPIL GANDHI, B.E. Computer Science
Bangalore  +91 9739007223  Kapil.Gandhi@Yahoo.Com  Skype id – kapsgandhi
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 Proficiency in directing full-cycle for complex, multisite projects/programs & initiatives; planning &
implementation from pre-project phase to Initiation, scope management, activity sequencing, effort & cost
estimation, risk analysis to quality management in adherence to quality guidelines & delivered it.
 Well versed with ITIL (Information Technology Infrastructure Library) process, e.g. Service Desk Management,
Incident Management, Problem Management, Change Management, Configuration Management and
Release Management.
 Excellent vendor management skills; worked with major IT vendors (HP, IBM, Sysnet Global)
 Results oriented professional recognized for taking process initiatives, adapting to rapidly changing
environment and resolving mission critical issues to ensure success.
 Excellent problem solving & technical skills coupled with confident decision making for enabling effective
solution leading to high customer satisfaction and low operational costs.
 Strong Communicator & good negotiation/convincing skills with delivery-focused & ability to bridge gap
between executives, business strategists & technologists. Solid Exposure in handling & dealing with large
Global Customers & team.
 Proven success in managing IT Service/Project Delivery for diverse Industries such as IT Services and Hospitality.
SS II GG NN AA TT UU RR EE SS TT RR EE NN GG TT HH SS
IT Service Management(Service Delivery & Support)
Remote Infrastructure Management
Client-Vendor Relationships & Negotiations
Training, Mentoring & Team Building
Cross- Functional Leadership skills
TOOLS /STANDARDS/TECHNOLOGIES PROFICIENCY
Operating System – Server Windows 2003 & 2008 R2 GPO, Active Directory, DNS, DHCP
Operating System – Client Windows XP, Vista, Win 7 & Win 8
Networking LAN, WAN, Wireless Network
Networking devises Cisco Routers, Cisco Switches, D-Link
Database Oracle 10g & 11g, MS SQL
Servers FTP server, File & Print Server, IIS, Domain & Application Server
IT Security Watchguard, Juniper, CISCO PIX
Property Management System Opera V4 & V5
Back Office Accounting System Prologic First - Oasis, Alif – BOSS
Point Of Sale Prologic First - Touché, Micros 8700 & 9700, Infrasys - POS
Guest Defect tracking System Know Cross - Triton, StarGuest
Call Accounting System FCS - CBS, CUBE
Payroll Management System Alif – PRISM
Internet Gateway Pronto, Nomadix, Aptilo
Network Antivirus Management Trend Micros, McAfee
Backup Management Tools Symantec, Veritas
Telephone Exchange BPL, Siemens, Avaya, Nortel
EXECUTIVE NARRATIVE & ACCOMPLISHMENTS
Since Apr 2013 ITC INFOTECH INDIA LTD Operations Manager – Opera Application Support
Growth Path (Team Lead) (Operations Manager)
Client Oracle Micros, US; Since April 2013
Scope Responsible for quality delivery of application services for a US based hospitality sector client,
remote application upgrade, update, migration & support.
Role Operations Manager
Focused, dedicated, proactive, result-oriented & multi-disciplinary professional with 8 years of experience in facets of
IT- Infrastructure Management, Application Support, RIM (Remote Infrastructure Management), Data Center
Operations, People-Process Management and System Administration in a cross cultural environment.
Seeking challenging assignments in the area of IT Infrastructure/Application Management. I will be instrumental in
helping organization maintaining and managing the project /Service Delivery by providing robust, positive governance.

2. KAPIL GANDHI  Referees: Available upon Request  B1/B2 Visa for United States till 2024
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Currently managing a US account of $2 Million as an Operations Manager involving multiple Service lines
(implementation, Upgrade and application support); it’s a 24/7 application and database installation,
upgrade and support engagement with approx. 4000 hotel units, covering entire US with the help of 80+
member team. Overall Service level management.
Responsible for Planning, Directing & Coordinating overall Team efforts, Deliverables
Provide cross functional leadership to meet business and organizational goals and objectives.
Keep management informed of key issues and changes which may impact expected business results.
Analyze problems and drive solutions involving multiple elements of management & technical skills.
Supervised the steady state activities of the team, provided optimal solutions for technical escalations.
Managing team and co-coordinating with onsite, offshore, client for all types of issues & provided resolutions.
Handling project activities on a day-to-day basis and liaise with customer on all project and technical issues.
Issuing regular project status reports/updates to customer and senior management; escalating any issues as
appropriate to the senior management and provide input on the continuous improvement of the project
delivery cycle.
Reviewing all the project relevant documents and processes and provide appropriate input to the team
members, Client and vendors.
Review the process gaps regularly and suggest process improvements.
Focal point of contact for Team Leads, Client; attending Meetings & Presentations on status calls for
feedbacks, updates, problem descriptions, process changes, process gap analysis, service and instrumental
in decision making.
Excellent communication and presentation skills. Good people management skills.
Co-ordinated with Micros teams in North America for consistent roll out of PMS within various brands/ chains.
Coordinate between hotels, Oracle Micros & ITC team to get the application upgraded & testing in stipulated
time frame for all hotels. Completed more than 2000 sites till now.
Got trained in Oracle MICROS Headquarters at Columbia, MD, USA on installation, upgrade & support of PMS,
Interface configuration & support.
SERVICE DELIVERY & SERVICE SUPPORT
Working on Offshore Delivery Model and responsible to meet customer SLAs for Services singed under SoW.
Preparing weekly/monthly service reports on service delivery
Management reporting: Daily, Weekly, Monthly, Service Review Meet
Responsible for IT Operations and Technical Management of Remote application upgrade of servers located
at various locations across the US
Assessing operating risks/opportunities and identifying strategies to mitigate /capitalize as appropriate
PEOPLE MANAGEMENT
In-charge for leading group of 50+ Resources for Remote Application Implementation, Upgrade & Support –
Team includes Team Leads, Technical Leader and Technical Support Engineers.
Resource management: Utilization, optimization, allocation. Defining KRA’s, Appraisals/Performance Review,
conflict resolution, retention, training, grooming L1 to L2, mentoring, motivating, Rewards & Recognitions.
Hiring/Staffing, Training of Team and keeping them motivated by challenging tasks allocation.
CUSTOMER RELATIONSHIP MANAGEMENT
Responsible for achieving and maintaining high level of Customer satisfaction. Experience of having worked
with International clients.
Handling Technical/Customer Escalations [Reviewing and handling escalations on Incident, Change and
Problem Management]. Managing mid to upper level client relationships as required.
SELECTED ACCOMPLISHMENTS
Received recognitions from top management (got Talent Appreciation Award certificate)
Received SPOT award for work done towards delivery.
Successfully complete the upgrade and implementation activity for over 4000 application servers.
May 2011 till Apr 2013 Le Meridien, Jaipur IT Manager
Reporting directly to the GM & Corporate IT director, was responsible for efficient running of the department
in line with Starwood Hotels & Resorts’ Corporate Strategies and brand standards, whilst meeting employee,
guest and owner expectations & dealing with IT vendors.
One point contact for all escalations from hotels users and guests & IT vendors.
Effectively manage the IT budget to make service & maintenance contracts with software & hardware
support and Internet & Wi-Fi vendors and define SLA.
To ensure that all computer systems and networks including Internet & Wi-Fi used within the hotel provide as
near as possible uninterrupted service to the hotel operations & guests.
Prepare the unit for divisional & regional IT audits & reviews, coordinate between corporate IT office, hotel
management & vendors.

3. KAPIL GANDHI  Referees: Available upon Request  B1/B2 Visa for United States till 2024
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Make the system & processes PCI DSS Compliant & adhere to all the IT policies and guideline laid down by
Starwood.
Provide technical assistance and advice to hotel management on technological front.
To ensure that the most is obtained from the hotel's investment in hardware, software & network (like internet
& Wi-Fi). Provide effective training and support.
To effectively manage all communication networks that is used internally within the hotel and all gateways to
external networks.
Assist in the provision of IS related services to hotel guests.
Making reports for hotel budget & financial review meets & preparing revenue & project reports for Systems
department.
Troubleshooting & supporting PMS application & its Interfaces with different vendor applications.
Manages vendors for property IT requirements functioning as escalation point for problem resolution
PEOPLE/VENDOR MANAGEMENT
Responsible for Team Training needs and working with HR/Training Dept to ensure that team member’s’
soft/technical skills & certification needs are addressed.
Ensured timely training, career movements & attrition management in respective areas, building back-ups for
self, as well as for all key professionals to a very low attrition rate.
Conduct a One on One session with my directs on a monthly basis to get their sense and try to fill the gaps if
any to retain them. The conclusion of the session was being shared by Management, HR.
Instantly recognize good work and showcase team's achievements on a grand scale, built the team & TL’s.
Coordinating with Vendors & HR for conversion of Resources. Monthly Review performance (for all Suppliers).
SELECTED ACOMPLISHMENTS
Got letter of recognition from Hotel GM for successful migration through seamless coordination between
vendor (Micros), hotel management & Starwood’s corporate IT office with least downtime & interruption to
business.
Successfully completed Migration of Active Directory & email from unit based server to Starwood’s centralized
environment.
TECHNICAL CAREER CHRONOLOGY
Jan 2008 till May 2011 Trident Agra & Jaipur Systems Supervisor
As a member of the property management staff, I contributed advanced knowledge and skill in technology
and general hospitality business knowledge to support the property and technology Information Resources
objectives. Position was responsible to the property for all technology planning, decision-making,
implementation, and maintenance. Managed property systems technicians and interfaces with vendors,
owners, Executive Committee and property staff.
Monitored, ensured and managed the acquisition and maintenance of property based systems.
Analyzed information identified current and potential problems and proposed solutions.
Managed IR activities to ensure the property infrastructure and applications systems are functional at all
times.
Maintained inventories and managed IT hardware/software & internet support and maintenance.
Proper reporting to the higher IT officials in the Corporate Office.
SELECTED ACOMPLISHMENTS
Managed project for installation of wired & wireless internet system at Trident Agra and implementation of
network equipment like routers, managed switches & Firewall.
EDUCATION, CREDENTIALS & TRAININGS
Bachelor of Engineering in Computer Science, Agra University in 2007, Uttar Pradesh
PMP (Project Management Professional)
ITIL V3 Foundation