Akheel Kapoor

Operations Associate

Bengaluru, Karnataka, India17 yrs 1 mo experience

Most Likely To SwitchHighly Stable

Key Highlights

17 years of experience in networking and customer service.
Proven track record in team leadership and operational excellence.
CCIE SP certified with a focus on continuous professional growth.

Stackforce AI infers this person is a seasoned leader in networking and customer service delivery within the tech industry.

Contact

Skills

Core Skills

Customer Service ManagementPeople Development

Other Skills

Senior Stakeholder ManagementOperations ManagementCisco NetworkingStakeholder ManagementLeadershipProblem SolvingCreative Problem SolvingStrategic HiringRoutingSwitchingData Center - NexusSDWAN

About

As Manager Customer Delivery at Cisco, I lead a team of skilled engineers in delivering services to customers across service provider, data center, virtualization, and enterprise networking domains. With over 17 years of total experience with 6+ years of experience as People Leader. I specialize in customer service management, people development, and senior stakeholder management. My focus lies in fostering strong customer relationships by addressing their needs and overseeing service delivery in alignment with company objectives. I work to continuously refine delivery models and ensure operational excellence within my team. My credentials include the CCIE SP certification, Cloud Certification among others, reflecting a commitment to professional growth and technical expertise.

Experience

17 yrs 1 mo

Total Experience

5 yrs 8 mos

Average Tenure

13 yrs 10 mos

Current Experience

Cisco

2 roles

Manager Customer Delivery

Promoted

Aug 2020 – Present · 5 yrs 10 mos

Leading a delivery team of diverse skilled Engineers working for various customers in the area of Service provider, Data Center, Virtualization, and Enterprise Networking
Maintaining positive relationships with customers by identifying customer needs and overseeing service delivery within the company context.
Continuously improving the technical delivery model and strategy, implementing and managing delivery with the associated teams.
Oversee daily activities of the delivery team and provide direction and guidance as needed.
Ensure that team maintains a high level of competence and operational excellence.
Evaluate the performance of team members and determine training needs.
Performs relationship management with key stakeholders
Drive development and delivery of all service offerings
Interact with suppliers to achieve greater performance levels.
Delivers a high-performing culture across organizations.
Delivers calm, focused leadership under high pressure and stressful circumstances
Perform resource allocations and workload assignments according to delivery requirements.

People DevelopmentSenior Stakeholder ManagementCustomer Service ManagementOperations Management

Lead Network Consulting Engineer

Aug 2012 – Aug 2020 · 8 yrs

Design Network Solutions for Enterprise Customers. Responsible for gathering design requirements, validate the feasibility of design options and propose the most optimal yet robust, reliable and scalable design solutions. Creating BOM, High level and Low-level Designs.
Maintains excellent communications with customer executive management.

Customer Service ManagementCisco Networking

Cable and wireless (india) limited

Senior Network Consultant

May 2010 – Aug 2012 · 2 yrs 3 mos · Bangalore

Working as a Network Consultant
Responsible for troubleshooting reactive faults
Responsible for troubleshooting routing issues on C&WW network and managed services solution delivered to customer by C&WW.
Implement the redundancy protocol i.e. HSRP to achieve the fault tolerance and testing the solution for customers time to time.
Coordination with other licensed operator if involved from the Cable&Wireless transmission to the customer for checking the loop on the routers to isolate the fault in the transmission.
Maintaining the network to achieve maximum up time and reliability as per audit requirement.
Responsible for in-house escalations within Team.

Customer Service Management

Uninor (telenor group - norway)

Network Administrator

Jan 2010 – Apr 2010 · 3 mos

Providing L1 support for any network disruption.
Providing L1 support for configuring routers on the network across India.
Responsible for L1 troubleshooting for any routing and switching issues over network.
Monitoring Bandwidth over peer links terminating towards different spoke sites for UNINIOR.
Co-ordination with ISP like Reliance, TATA for any link issues.
Responsible for bringing up new devices on network and ensuring devices being monitored by our monitoring tool like HP open view, HP TI.
Document network problems and changes working in diverse management environments.
Quickly resolve all IP network issues to reduce waste and downtime while also ensuring client Service Level Agreements.
Provide tier 3 and 4 support for ABC Technology commercial clients on a 24 x 7 pager rotation schedule.
Ensure thorough network documentation, including maintaining each account’s network matrix, backup configurations and network diagrams
Oversee network and equipment upgrades to include IOS image upgrades and configuration changes.

Cms infosystems pvt. ltd.

Associate Technical Engineer

Jul 2008 – Jul 2009 · 1 yr · Greater Delhi Area

1. Responsible for day-to-day operations at various AMC customers of CMS.
2. Responsible for installing routers at customer sites.
3. Responsible for troubleshooting of network devices like routers & switch configuration.
4. Responsible for taking backup of all network devices.
5. Responsible for DOT follow up for WAN links between spokes site of NSN.
6. Responsible to check the backup circuit i.e. ISDN line functionality by testing it non-intrusively.