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Candidate 

#001470

Dynamics CRM-Techno Functional Consultant

5.0

years

Experience

CRM (CE)

Module

$

28

/hr

Hourly Rate

Industry -

Professional Services

Skills & Expertise

CRM

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About

With over 5 years of experience in Dynamics 365 CE, I am well-versed in architectural designs and implementations, customizations and configurations, application developments and process automation, integrations, consulting, and advisory services, as well as technical support and training. My background includes a demonstrated history of working in the ICT and financial services industries.

I possess expertise in contact center solutions and engineering, Dynamics 365 CRM developments, business process and workflow architectural designs and implementations, Azure platforms, web design and development, SQL Server and SSIS developments, Power BI, Power Automate, and Power Virtual Agents.

I am a Microsoft Certified Professional/Trainer, and I have proven my competencies through various Microsoft certifications.

Projects

Project 1

Microsoft Dynamics 365 Customer Engagement Lead/Solution Architect

Aug 23, 2022

-

Dec 3, 2022

Integration with the line of business application to get customer account records, transaction history, and trade-related transactions.
Customized OOTB case entity to include case categorization to track customer issues through cases Record all interactions related to a case.
Use unified routing to efficiently route work items to the customer service representative Manage conversations across channels like email, including voice
Use AI-driven embedded insights and analytics to improve customer satisfaction with the help of omnichannel for customer service
Microsoft Teams integration with dynamics 365 for an internal chat with team members and supervisor Create and track service levels through service-level agreements (SLAs)
Manage performance and productivity through reports and dashboards Configure Dynamics 365 app for Outlook.
Integrate with SharePoint, Microsoft Exchange, core banking application.
Integration with 3CX
Implementation of Customer

Certificates

MB-200: Microsoft Power Platform + Dynamics 365 Core

Dynamics 365

Functional Consultant

Issued:

Aug 8, 2018

Validity:

- No Expiration

MB2-716: Microsoft Dynamics 365 Customization and Configuration

Dynamics

Business Analyst

Issued:

Mar 27, 2019

Validity:

- No Expiration

PL-600: Microsoft Power Platform Solution Architect

Dynamics 365

Developer

Issued:

Dec 30, 2022

Validity:

- No Expiration

MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

Dynamics 365

Functional Consultant

Issued:

Sep 11, 2019

Validity:

- No Expiration

Experience

Technical Support Engineer and CRM Specialist

Company 4

Apr 1, 2018

-

May 1, 2019

1 year, 1 month

Designed, implemented, and maintained call center applications for subcontractors, meeting 100% of service KPIs.
Collaborated with stakeholders to identify and document business requirements, providing technical support to users after deployment.
Successfully installed and maintained Microsoft Windows Server, customized Microsoft Dynamics 365 to meet user requirements, and developed business applications with Power Apps and Power Automate.
Integrated Dynamics 365/CRM with other products, such as Microsoft Power BI, Exchange, Share Point, and Outlook.
Provided technical support for Microsoft products, including Dynamics 365, Skype for Business, and Office 365, as well as telephony solutions such as Fonality and Ameyo.

Dynamics 365 Functional Consultant Intern

Company 3

Jun 1, 2019

-

Dec 1, 2019

6 months

I played a key role in the successful deployment and implementation of Microsoft Dynamics 365 CE for various clients. In particular, I was responsible for customizing and configuring various components, including forms, views, reports, dashboards, and options sets. I ensured that Microsoft Dynamics CRM was tailored to meet user requirements, providing a personalized experience for each client.
As part of my responsibilities, I successfully integrated Dynamics 365 with other products such as Microsoft Power BI, Microsoft Exchange, Microsoft Share Point, and Microsoft Outlook, providing powerful data visualization capabilities. To ensure that the system was aligned with customer needs, I performed fit-gap analysis on their business requirements, identifying and documenting any gaps between their needs and the built-in capabilities of Dynamics 365.
Finally, I also contributed to the configuration and testing of various Microsoft Dynamics modules and supporting components, ensuring that

Lead Dynamics 365 CE - Technical Support Engineer

Company 2

Jan 1, 2020

-

May 1, 2021

1 year, 4 months


I provided exceptional support for Dynamics 365 Business Applications to enterprise customers across different organizations. My primary role was that of a technical contact support engineer, serving as the first point of contact for corporate customers through electronic and in-person means. I followed up on cases using the IT Service Desk ticketing system, ensuring that they were resolved satisfactorily, and delivering great customer and partner experiences (CPE). I was committed to meeting SLA targets 100% of the time, and I provided advanced technical troubleshooting and problem-solving solutions to complex issues, including cases escalated to the highest level of management. To research and implement solutions, I consulted user guides, troubleshooting guides, and other documents.
I also reproduced, diagnosed, and resolved technical problems encountered by users, providing advice and guidance in response to identified technical issues. As part of my exceptional feedback process,

Microsoft Dynamics 365 Customer Engagement Lead/Solution Architect

Company 1

Jun 1, 2021

-

Present

2 year, 11 months

I led the successful deployment and implementation of Microsoft Dynamics 365 CE application across various industries, utilizing industry best practices. I effectively supervised and collaborated with the technical team to ensure seamless integration of Microsoft Dynamics 365 CE applications with other Microsoft products, aligned with business requirements. To identify customer requirements, I analyzed various alternatives and provided product recommendations based on the best practices in the industry. Collaborating with the technical team, I ensured that the solutions provided were effectively translated into robust and efficient implementations.

As part of my duties, I created solution design documents, functional design documents, SOW, and user manuals for each module of Dynamics 365 CE deployed. I also facilitated the integration of Microsoft Dynamics 365 with third-party applications such as core banking applications, telephony solutions like Avaya, 3CX, Hodusoft, and e

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