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Amardeep Khosa



20+ years of experience in Management, Operations, Technical & Customer Care, Telecom & IT including tenure at Clean Energy, Bell Canada’s Satellite Communications group, Rogers Communications, Armtec, and Network Innovations with Hands-On experience in VoIP, PBX, Telecommunications, Databases, and Office Automation technologies.

  • Extensive experience in strategic planning, contract negotiation, evaluation and execution of Technology projects for large organizations with diverse locations
  • Responsible for over $15 Million in departmental budget and P&L
  • Strong leadership skills demonstrated managing over 100 direct and indirect reports
  • Extensive global call center management experience using best practices and KPI's
  • Excellent communication and presentation skills exhibited while managing channel partners across the globe and where I was responsible for their technical skill development via training
  • Directed IT department with 5 offices and over 125 employees across Americas where I project managed and implemented centralized processes for automation and efficiency
  • Experience with VoIP, Data networking, security, VPN’s, and Database Management. I was the lead engineer in developing one of the first VoIP platforms over satellite using Cisco technology
  • Implemented NOC, Multi-Office PBX systems, Call Center ACD systems

Work experience

Sep 2016Present

Senior Manager, Global Technical Support


Avigilon Corporation is a Vancouver-based company that designs, manufactures and markets video surveillance software and equipment

As a Senior Manager, Technical Support, I am responsible for supporting our customers around the globe providing technical support. I manage teams locally and globally to provide 24x7 coverage supporting mission critical applications. 

  • Manage a team of 50 Tier-I Technical Support Specialists and Tier-II Escalation Specialists in Americas and Europe
  • Established Call Center KPI's and Balance Scorecard for Agent Performance Monitoring. Improved Adherence to Schedule by 15% and AHT reduction
  • Enhanced the hiring procedures with updated phone screen and aptitude test
  • Introduced Service Quality Program in the Call Center
  • Established structured training program for on-boarding and continuous improvement of agent skills
  • Implemented Phase-I Business Continuity Plan enabling agents to work from home
  • Work closely with sales channels to understand customer sensitivities and provide feedback to sales in regards to regional issues
Aug 2014May 2016

Director, Global Customer Care & Tech Support

Clean Energy Compression

CEC is the largest manufacturer of non-lubricated natural gas compressors and related technologies for natural gas fueling applications in the world.

As the Director, Global Customer Care, I supported domestic and international customers, representatives and internal departments to deliver aftermarket sales and customer services. I planned, directed, and coordinated activities and staff to meet corporate requirements while ensuring the customers are receiving excellent service. This included the strategic development, implementation and management of the Network Operation Centers and Service Centers globally for 24x7 support.

In this role I reported the President of CEC.

  • Effective in motivating and managing CSR's and Managers Globally in 10 countries
  • Responsible for a budget of $15 Million running Customer Care as a profit center
  • Managed over 10 global Channel Partners and Service Centers in 8 separate countries demonstrating training development and contract negotiation skills
  • Directed the development of training for CSR's, Managers, and Channel Partners reducing site commissioning time by 15% that resulted in increased profit margins
  • Implemented processes & policy to improve customer experience
  • Established CSR KPI's to reduce customer response time from 2 weeks to  24 hours
  • Implemented 24x7 NOC for monitoring remote sites that generated extra $ 2 Million in Revenues
Jul 2012Jul 2014

Director Customer Service


Armtec is a leading Canadian infrastructure and construction company – combining creative engineered solutions, proven products and a national presence with a local focus on exceptional customer service. In this role I reported to General Manager, Western Canada.

  • Directed teams of CSR's and managers at 7 different locations with a budget of $8M
  • Implemented KPI’s, training and employee appreciation programs reducing turnover by 25%
  • Managed major customer accounts such as: BC Hydro, Telus, and Shaw
    • Collaborated with production and shipping departments to reduce the delivery time from 30 days past-due to less than 5 days past-due within 6 months
    Mar 2011Jul 2012

    Senior Manager, Technical Service & Logistics

    Aurora Telenet (Contract Work)

    Aurora Telenet (Canada) Inc. specializes in satellite applications, telecommunications providing service to major mining corporations in Canada. As a Senior Manager, Technical Support , my responsibility was to ensure that our customers are satisfied with our services. I reported to Vice President, Sales & Marketing.

    • Managed Technical Support operations for mining customers for mission critical operations
    • Managed Service Agreements for telecom operations at mine sites with revenue of $4 M
    • Post-Sale support for change management on the systems at remote mining sites
    • Managed scheduling of installers and technologists and on-time delivery of equipment
    Sep 2007Feb 2011

    Director, Operations

    Cityfone Communications - A Division of Rogers

    Cityfone is an innovative telecommunications company (MVNO) enabling partners such as Sears Canada, Royal Bank, BMO to provide wireless services to their customers. As a Director Of Operations, I reported to the President and CEO. I was responsible for Tech Support department, Tier-I Call Center and Service dept.

    • Directed Customer Service Call Center Tier-I & Technical Support Center (45-Seats)
    • Achieved 10% savings by reducing call handle time
    • Doubled the production and 20% savings by increasing efficiency and work flow
    • Responsible for training of supervisory staff and call center agents
    • Responsible for design and development of in-house CRM using Oracle and PHP
    • Created Disaster Recovery and Business Continuity plan

    Manager Information Systems (Sep 2007 - Oct 2008)

    • Managed companies IT Infrastructure using ITIL guidelines
    • Configured WAN, PBX, and Firewalls
    • Assisted in design and development of in-house CRM using Oracle 
    • Assisted in creating Disaster Recovery and Business Continuity Plan
    • Improved Intra-Office Process by communication and collaboration
    Jan 1997Aug 2007

    Director Technical Services & IT

    Infosat Communications - A Division of BCE

    Since 1986, Infosat has been designing, integrating, and commissioning telecommunications systems for a variety of industries and business sectors and is the leading satellite service provider in Canada. As a Director of Technical Services & IT, I reported to the president and CEO and was responsible for managing the IT infrastructure for 125 employees across 5 different locations in North America.

    • Directed the IT department (6 offices, 125 employees) achieving 99.99% uptime
    • Planning and Implementation of inter-office WAN connectivity & phone system for better collaboration
    • Improved intra office efficiency by developing new apps & intranet portals
    • Provided NOC with updated Technical documentation and training 
    • Delivered employee orientation, presentation of company’s products & services

    Manager Technical & Customer Service (Apr 2002 - Apr 2005)

    • Managed day-to-day operations of a Technical Call Center assisting 10,000 subscribers
    • Managed company’s IT department 
    • Developed applications to increase efficiency in Technical Support 
    • Trained the Technical staff on new products and applications

    Senior Application Engineer (Apr 2000 - Mar 2002)

    • Assisted in technical pre-sales support including presentations and trade shows
    • Designed and Implemented the VoIP/Data Network via Satellite using CISCO routers
    • Involved in R&D and testing of Packet data using X.25 over Satellite
    • Designed and developed real-time, web based SCADA applications
    • Provided Tier 3 support for IS department for a 100-User LAN, WAN
    • Helped vendors integrate their peripherals with Satellite Modems 

    Technical Support Representative (Jan 1997 - Mar 2000)

    • Solved customer problems by providing technical support
    • Setup test systems to trouble shoot customer equipment problems
    • Activated and configured satellite equipment for new installs & assisted in RMA


    Jan 2014Nov 2015


    Simon Fraser University

    SFU MBA is accredited by the European Federation for Management Development (EFMD) and the Association to Advance Collegiate Schools of Business (AACSB) 

    Aug 1994May 1996

    Diploma Computer Information Systems

    Kwantlen University

    Data Comm. hardware, protocols & software, network design, security & control, Computer architecture, LAN/WAN installation, CISCO Installation, Internet & its components, web design.

    Aug 1986May 1990

    Bachelor Of Technology Telecommunications

    GND University

    Telecommunications & Computer Systems

    Microwave components and networks, wave-guides, radar and navigational aids, antenna and wave propagation, transmitters and receivers.Organization of computers & different I/O devices.


    Dec 2016Dec 2016

    ITIL 2011 Foundation

    APMG International
    Aug 2006Aug 2006

    Leadership Development Program - Director Level

    Mar 2004Mar 2004

    Internet Security

    Sep 2002Aug 2002

    Interconnecting Cisco Devices

    Global Knowledge
    Aug 1999Aug 1999

    Project Management

    Telus Advanced Learning