Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
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Ishan Kapoor

Mitcham, Melbourne,VICTORIA

Summary

Dynamic Senior Professional Services Consultant with 4+ years of experience in the higher education and enterprise sectors. Adept at fostering strong, trust-based relationships while simplifying complex technical concepts for diverse stakeholders. Proven expertise in end-to-end project management, SaaS implementation, and systems integration, with a focus on aligning solutions with client objectives. Dedicated to achieving outstanding results and driving business growth through effective collaboration and proactive risk management.

Overview

6
6
years of professional experience

Work History

Senior Professional Services Consultant

Explorance
Melbourne
03.2021 - Current
  • Developed and nurtured strong, trust-based client relationships across the APAC region, providing customized solutions aligned with client objectives and driving long-term partnerships.
  • Led full project lifecycles from initiation to completion, creating detailed project plans, timelines, and resource allocations, while managing risks to ensure timely and successful delivery.
  • Acted as the subject matter expert on software solutions (LMS, SIS, etc.), translating complex technical concepts for both technical and non-technical stakeholders, ensuring clear communication and alignment across teams.
  • Collaborated with cross-functional teams (developers, engineers, educators, administrators) to integrate diverse systems, optimies workflows, and ensure seamless data flow across platforms.
  • Directed User Acceptance Testing (UAT) and quality assurance processes to validate software functionality, ensuring solutions met client requirements and enhanced user experience.
  • Identified opportunities for business growth through upselling services, expanding existing client relationships, and contributing to new business acquisition through industry expertise and networking.
  • Delivered remote and on-site consulting, providing training and support to client teams for smooth adoption of new technologies, ensuring high levels of client satisfaction and solution adoption.
  • Stayed updated on industry trends and emerging technologies in Higher Education, sharing insights and best practices with clients to drive innovation and continuous improvement in solution delivery.

Customer Support Assistant

Coles Group
Melbourne
08.2020 - 03.2021
  • I have cultivated extensive hands-on experience in nurturing strong customer relationships
  • This experience has allowed me to elevate my communication skills to an advanced level of expertise
  • My multifaceted role encompasses a range of crucial responsibilities, including:
  • Team Management: I have successfully overseen and managed teams, ensuring efficient coordination and collaboration among team members
  • Complaint Ticket Management: I've proficiently handled the management of complaint tickets, addressing customer concerns promptly and effectively to maintain high levels of satisfaction
  • Roster Management: My role includes skillfully managing schedules and rosters, ensuring optimal staffing levels and resource allocation for smooth operations
  • In-Store Duties: I have undertaken in-store responsibilities with diligence, contributing to the seamless functioning of the physical retail environment
  • Online Orders Management: Additionally, I've played a pivotal role in managing online orders, ensuring accurate processing and timely delivery to meet customer expectations
  • Critical thinking and problem solving
  • Ability to Work Under Pressure

Network Field Engineer

NBN
Melbourne
04.2019 - 09.2019
  • During my tenure as a field engineer at this company, I had the opportunity to enhance my physical understanding of Australian network devices and develop my troubleshooting proficiency in resolving issues related to these devices
  • My practical experience extended to working directly with pits, where I gained valuable expertise in the installation and replacement of NBN devices
  • Additionally, I was actively involved in the intricate process of meshed network jointing, encompassing both copper and fiber network components
  • This hands-on involvement allowed me to acquire a deep understanding of the complexities and nuances involved in network infrastructure, contributing to my overall skill set as a field engineer

Education

Masters - Information and Communication Technology

La Trobe University
Melbourne
07.2020

Bachelors - Electronics And Communications Engineering

Swami Vivekanand Institute of Engineering & Technology
04.2014

Certification - Network and System Administration

HCL Learning Ltd.
07.2013

Certification - Embedded Systems

HCL Infosystems Ltd.
06.2012

Skills

  • Project Management
  • SaaS Integration and Implementation
  • Mentoring and training
  • Sales support
  • Change Management
  • Survey Questionnaire Designing
  • Data Visualisation and Analytics
  • Solution Architecture
  • SME Management
  • Data Designing and Dashboarding
  • Effective Time Management
  • Client Relationship Management
  • IT Troubleshooting and ticket management
  • Fast Learner
  • ATS Implementation
  • CRM Software Implementation

References

References available upon request.

Timeline

Senior Professional Services Consultant

Explorance
03.2021 - Current

Customer Support Assistant

Coles Group
08.2020 - 03.2021

Network Field Engineer

NBN
04.2019 - 09.2019

Masters - Information and Communication Technology

La Trobe University

Bachelors - Electronics And Communications Engineering

Swami Vivekanand Institute of Engineering & Technology

Certification - Network and System Administration

HCL Learning Ltd.

Certification - Embedded Systems

HCL Infosystems Ltd.

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Ishan Kapoor