Navtej (Kay) Khandpur, Principal

As a management consultant, Kay has developed and implemented techniques and methodologies to deliver the highest quality service in fast-moving and rapidly changing environments.  His work has spanned service delivery and business operations functions, from traditional call center operations to on-site account management to professional services.  He has used his experiences to co-author two books: Delivering World-Class Technical Support and Sales Force Automation Using Web Technologies.  Kay’s credentials include a BSEE, an MSEE, an MS in Information Systems Technology, and an MBA, and he is on the Board of Directors of the Association of Support Professionals.

In his 25 years in the field, Kay has served in a variety of service delivery management functions, from managing service operations to business planning for service delivery. Kay most recently set up and ran services operations in a startup.  Prior to that Kay ran Professional Services at Verisign, and his other roles have included VP of Service Planning, and Chief Architect, Service Delivery for Jamcracker Inc., a startup based in Cupertino, California.  As a consultant with  Promentis Solutions, he was engaged as a consultant by companies such as VMWare, Telephia, Sybase, Cisco Systems Inc., Exodus and Interwoven to improve service delivery operations.  Before starting Promentis Solutions, he was employed by Tandem Computers, where he managed the company’s customer satisfaction program for critical accounts.