Navneet Kapoor
Senior Manager
Gurgaon
Summary
IT professional with 24 years of diverse experience in Service Delivery, Technical Architecture, Network Management, and Team Leadership. Proven expertise in managing technology platforms and leading dedicated teams for top-tier enterprises. Seeking a senior-level role in IT/Telecom Service Delivery, Project Management, or Technical Architecture within a renowned technology-driven organization, preferably in NCR.
Skilled in core network planning, project execution, and maintenance within the Telecom domain. Proficient in VoIP, Data, Contact Center, Unified Communication, and enterprise-wide IT solution architecture. Experienced in new product introductions, operations, and strategic direction for productivity and profitability. Adept at supporting global teams and managing cross-functional projects. Effective communicator with strong problem-solving and time management skills.
Overview
26
26
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
Senior Manager
Avaya India
12.2009 - Current
- Accountable for managing Technical Support for 100 plus Contact Center Customers across globe.
- Conducting solution review/ optimization for all Sites while building process framework for preventive/proactive management
- Ensure exceptional customer service by implementing best practices, handling escalated customer issues, and continuously improving customer satisfaction and loyalty.
- Design and implement training programs to enhance skills and knowledge of contact center staff, ensuring they are equipped to handle customer interactions effectively.
- Identify areas for process improvement, develop strategies to optimize workflows, and implement changes to increase efficiency and reduce costs.
- Generate and analyze reports on contact center performance, customer feedback, and other key metrics to inform decision-making and strategic planning.
- Manage contact center budget, including forecasting, expense control, and financial reporting to ensure cost-effective operations.
- Championed process improvement initiatives that led to significant cost savings without compromising on quality standards
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business
- Improved team performance by providing comprehensive training and fostering a collaborative work environment
- Led cross-functional teams to achieve project milestones and deliver high-quality results
- Achieved operational excellence by streamlining processes and implementing best practices
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects
Manager - Voice Core (Global Networks Technical Support-GNTS)
Nortel Networks
06.2005 - 12.2009
- Providing technical support on Nortel's Enterprise Products & Solutions encompassing Voice Core including CS1K , Messaging, Application and Data (Switching , Security & Routing ) across region
- Handled escalations from Customer/ Partner or Nortel Internal groups while coordinating with Internal Design/ Product teams to expedite resolution of complex problems
- Instrumental in promoting 48 hrs. Case Closure in India/ ASEAN from 30 to 70% within year thereby improving CSAT score for region
- Engaged in training and preparing proactive solutions for outages/ business critical situations
- Ensured adherence to Global Ops Desired Support Metrics
- Merit of building strong team of GNTS engineers including fresh graduates from premier engineering colleges.
Lead Engineer - IP Core Switching
Lucent Technologies Ltd.
10.2004 - 06.2005
- Performed testing on Pseduowire edge to edge emulation for sending ATM traffic over MPLS backbone for Lucent CBX3500 Switches and their Interoperability with Cisco and Juniper
- Tested MPLS-TE by using RSVP with diffserv capability in Lucent switches.
Assistant Manager - Network Operations
Bharti Airtel Limited
07.2001 - 10.2004
- Providing technical support on Nortel's Enterprise Products & Solutions encompassing Voice Core including CS1K , Messaging, Application and Data (Switching , Security & Routing ) across region
- Handled escalations from Customer/ Partner or Nortel Internal groups while coordinating with Internal Design/ Product teams to expedite resolution of complex problems
- Instrumental in promoting 48 hrs Case Closure in India/ ASEAN from 30 to 70% within a year thereby improving CSAT score for region
- Engaged in training and preparing proactive solutions for outages/ business critical situations
- Ensured adherence to Global Ops Desired Support Metrics
- Merit of building a strong team of GNTS engineers including fresh graduates from premier engineering colleges.
Senior Engineer - Network Operations
Hughes Escorts Comm. Ltd.
01.2000 - 02.2001
- Providing technical support on Nortel's Enterprise Products & Solutions encompassing Voice Core including CS1K , Messaging, Application and Data (Switching , Security & Routing ) across the region
- Handled escalations from Customer/ Partner or Nortel Internal groups while coordinating with Internal Design/ Product teams to expedite the resolution of complex problems
- Instrumental in promoting 48 hrs Case Closure in India/ ASEAN from 30 to 70% within a year thereby improving CSAT score for the region
- Engaged in training and preparing proactive solutions for outages/ business critical situations
- Ensured adherence to Global Ops Desired Support Metrics
- Merit of building a strong team of GNTS engineers including fresh graduates from premier engineering colleges.
Customer Support Executive/ Member of Wipro Facilities Management Team
Compcare Systems Pvt. Ltd.
08.1998 - 01.2000
- Providing technical support on Nortel's Enterprise Products & Solutions encompassing Voice Core including CS1K , Messaging, Application and Data (Switching , Security & Routing ) across region
- Handled escalations from Customer/ Partner or Nortel Internal groups while coordinating with Internal Design/ Product teams to expedite resolution of complex problems
- Instrumental in promoting 48 hrs Case Closure in India/ ASEAN from 30 to 70% within a year thereby improving CSAT score for region
- Engaged in training and preparing proactive solutions for outages/ business critical situations
- Ensured adherence to Global Ops Desired Support Metrics
- Merit of building strong team of GNTS engineers including fresh graduates from premier engineering colleges.
Education
B.Tech. in Electronics & Communication Engineering -
Guru Nanak Dev University
Punjab 01.1994 - 04.1998
Skills
Voice: Avaya Aura UC Solution, CS1000, CM, Avaya Aura Contact Center Solution, SIP and H323, Genesys
Switching/Routing: Nortel Switches, ERS 8600, 5500, 4500 Secure Router SR 4134, 3120,1000 Series CISCO Routers 7200, 2600, 3600 Series and Alcatel ATM Switches
Security: Firewall: Nortel accelerated Firewall NSF 6616, NSF 5111, Checkpoint Cluster Solution, Source Fire Sensor: TPS (Threat Protection System) SSL – Nortel VPN Gateway, SSL Acceleration, IP Sec VPN –Nortel VPN router series (Contivity), Load balancer – Alteon, Nortel Application Switches Layer 4-7 Application Switch
Protocols/Technology: SS7 Protocol, H323, H225, SIP, VRRP, ATM, TCP/IP, MPLS, Routing protocols like OSPF, RIP, EIGRP, BGP, PWE3, RSVP, SMLT (Split Multi Link Trunk), SLPP and Stackable Solution
Certification
SIP School Certified Associate ( SSCA)
Personal Information
Date of Birth: 03/02/1977
Languages
English
Hindi
Punjabi
Timeline
Senior Manager
Avaya India
12.2009 - Current
Manager - Voice Core (Global Networks Technical Support-GNTS)
Nortel Networks
06.2005 - 12.2009
Lead Engineer - IP Core Switching
Lucent Technologies Ltd.
10.2004 - 06.2005
Assistant Manager - Network Operations
Bharti Airtel Limited
07.2001 - 10.2004
Senior Engineer - Network Operations
Hughes Escorts Comm. Ltd.
01.2000 - 02.2001
Customer Support Executive/ Member of Wipro Facilities Management Team
Compcare Systems Pvt. Ltd.
08.1998 - 01.2000
B.Tech. in Electronics & Communication Engineering -
Guru Nanak Dev University
01.1994 - 04.1998
SIP School Certified Associate ( SSCA)
Sourcefire 3D System Certified Professional
Nortel Networks Certified Support Specialist( NNCSS-Alteon)
Cisco Certified Network Professional (CCNP 2.0)
Cisco Certified Network Associate 2.0 (CCNA)
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