OBJECTIVE:

• Seeking Senior - level Advisory Solution Architect role in Microsoft Dynamics 365 (CRM) space

PROFESSIONAL SUMMARY:

• Confidential is a Microsoft Dynamics CRM product expert being involved with all facets of product and its implementations in multiple industries and businesses from small to mid-size to enterprises since Version 1.0 in 2003. Confidential has seen Microsoft Dynamics CRM evolve and grow from V1.0 to the mature product that it is today. He is fully aware of the strengths and weaknesses of Microsoft Dynamics CRM when compared to other CRM products in the market and can engage with Executive sponsors, high level stakeholders from C-level execs to the end users and speak their language to help them get the most out of Microsoft Dynamics CRM with his fine knowledge of Dynamics CRM.
• Confidential has 20+ years of experience in software industry, 18+ years of experience in XRM/CRM (Siebel, Salesforce.com, SAP CRM) software industry and has 15+ years of experience in Microsoft Dynamics 365/XRM/CRM Versions 1.0, 1.2, 3.0, 4.0, 2011,2013, 2015, 2016, including application features and functionality such as Sales, Service, Marketing, Service Scheduling, ClickDimensions, sales management, lead management, opportunity management, parature, customer service management, case management, routing and queueing, KB articles, contracts, providing, reports design, configuration and development, leading requirements gathering and design discussions and workshops with business stakeholders, writing functional, design and technical specifications.
• Confidential is a thought leader on CRM application, domain, industry and related domains. He guides customers towards cost-effective solutions, a multi-phase roadmap to allow customers to take long-term advantage of their investments in CRM solutions.
• In addition, Confidential has excellent knowledge of Microsoft Dynamics 365 (CRM) product architecture, supporting infrastructure, offering Dynamics CRM as cloud service in enterprise environment, implementation standards, business systems, processes, SDLC SCRUM methodology. He has experience implementing Dynamics CRM in many verticals including and not limited to Aerospace, Healthcare, Manufacturing, Retail, Medical devices, financial services, insurance and distribution industries.
• His background includes Computer Science, understanding and implementing business requirements for software applications, web based .NET and SQL applications, Business Intelligence, data warehousing, mid-market and enterprise applications. Confidential is experienced in interaction and cross collaboration with various groups - sales and marketing, product groups, Business groups, development, test, Users, Business owners, User and production Support teams, vendors and suppliers, Solution Delivery, Engineering, COE.
• Excellent Track record in CRM industry with Microsoft Dynamics CRM at application, industry and domain levels.
• Excellent Communication skills, interpersonal skills, leadership skills, cross-group collaboration skills, High Emotional Intelligence
• Ability to work individually as well as in teams of small, medium large size.
• Excellent problem-solving skills and the ability to think on feet, devise sound, practical, creative technical solutions and at times simple solutions to complex problems and issues
• Ability to work with onshore, offshore, near shore, culturally diverse, cross-cultural groups and teams and very adaptive to different situations quickly.
• Extremely flexible and practical approach
• Expert in Microsoft Dynamics CRM implementations (all modules) and integrations with other systems from small to medium and large size deployments from project initiation to Post go-live including production support, SLAs, ticketing.
• Ability to handle multiple projects simultaneously.
• Certified Scrum master via Scrum Alliance.

TECHNICAL SKILLS:

Disruptive Technologies: Blockchain, Artificial Intelligence (AI), Machine Learning, Deep Learning, Data Science, Big Data, Hadoop, Cloud, Data Visualization, Microsoft Azure, AWS, Virtual Private Cloud, Cybersecurity, certified ethical hacking

Cloud technologies: Amazon Web Services, Microsoft Azure, Open Stack, Virtual Private Cloud, Google cloud

Big Data & Hadoop: HDInsight, Cloudera

Business Applications: Salesforce.com, Microsoft Dynamics 365/XRM/CRM (1.0, 1.2, 3.0, 4.0, 2011,2013, 2016) - product architecture, installation, configuration, configuration, customization, including reports design, development and integration, Siebel Enterprise Applications, SAP, Great Plains, Axapta, Navision

Productivity Apps: Microsoft Office 365, Microsoft Project, Microsoft Visio, Google G Suite

Database: Familiar with SQL Server/SRS 2000/2005/2008/2012/2014/2016 , MS Access, Data Warehouse, OLAP cubes

Programming Languages: Python, C#, Java script, Jquery, odata, LINQ, AJAX, Strong knowledge of C#,(.NET Framework all versions) VB Script, C, C++, X++ and Visual C++, X Windows, XML, motif, LaTeX, Pascal, ML, Assembly and Fortran.

Software Engineering: Structured programming techniques, object-oriented design and development Tools and techniques for design, testing and maintaining large software systems, life cycle of software.

Operating Systems: Windows 2000/2003/2008 Server, Windows 2000/XP/Vista/7/8/10 workstations, professional and Server editions. MS- DOS, UNIX, Linux.

Hardware Platforms: ASP.NET, IBM compatible PCs, Sun Solaris, Sequent, Sun Sparc 10

Other Skills: SOA,WCF, WPF, Scribe data migration and integration, BizTalk Server, SOAP, UDDI, HTML XML, Networks, LAN, MS Office 97, MS Office XP/ 2007/2010/2013 , MS Outlook, Active Directory, Domain Controller, Web Services, DNS, IIS, Microsoft Exchange, Windows OS, Active Directory, SSRS, SSIS, SSAS, IIS,MOSS, SharePoint (Includes all versions, including 2K,2003,2005,2007, 2010, 2013, 2015), HTML, Virtual Server, MOM, MOF, Clustering, Load Balancing, T-SQL, OLAP, Data Warehousing, TFS (Visual studio Team foundation server)

PROFESSIONAL EXPERIENCE:

Advisory Microsoft Dynamics 365 (CRM) Solutions Architect

Confidential

Responsibilities:

• Architected multiple Microsoft Dynamics 365 (CRM) tenants including demo tenants with demo data, partner portal, customer service portal, customer portal, gamification.
• Led a team of Dynamics CRM developers to build a Microsoft Dynamics CRM Industry Solution/App for the Appstore/Appsource.
• The solution involved Leads, Accounts, Contacts, Opportunities, Products, Price Lists, Quotes, Orders, Invoices, Campaigns, email marketing, Event management
• Created multiple business process workflows, custom security roles
• Third party integrations with Eventbrite and ClickDimensions
• Integration with Lead capture from off a Wordpress site
• Created Charts, Dashboards, Reports
• Enabled Integration with Quickbooks using web services
• Data Migration using Data Import tool and Scribe
• Interfaced with stakeholders to gather requirements, convert them into technical specs, built the solution.
• Provided Microsoft Dynamics CRM Application, industry thought leadership, knowledge transfer, guidance, ongoing mentorship to several team members including but not limited to Best practices, dos and don’ts.

Advisory Microsoft Dynamics CRM Solutions Architect

Confidential

Responsibilities:

• Architected Microsoft Dynamics CRM 2016 Case management solution for Microsoft Enterprise Worldwide Customer Support team which has ‘Follow the Sun’ support model
• The solution involved Customer Service module including Cases, Contracts, KB Articles, Accounts, Contacts, Parature
• Initial pilot involved rolling out the RMS (Request Management Solution) for 500 US based Customer support reps
• Subsequent phases involved rolling out the RMS which was unique to each geographical region such as EMEA, APAC, LATAM, UK
• Each region or country has a unique set of Service types, SLAs, Auto responders, integration with legacy systems, migration from legacy ticketing systems.
• Enabled RMS KPIs via charts. Dashboards and created reports.
• Interfaced with stakeholders, offshore team, power users, advocated and evangelized the RMS solution by troubleshooting tier 3 support incidents and helped drive the adoption.
• Set up, managed multiple Microsoft Dynamics CRM environments such as Development, Test, Production, migration of code and databases in between the environments, load balancing, clustering, email routing, SQL Reporting services

Senior Microsoft Dynamics CRM Technology Architect

Confidential

Responsibilities:

• Architected Dynamics CRM Solutions for multiple Confidential clients:
• UL
• UL has thousands of users on Dynamics CRM online who use the system for Sales and marketing management (Leads, Opportunities, Accounts). They needed help with onboarding a new Division with additional thousands of users onto the Dynamics CRM platform.
• Provided Configuration, Customization, Data migration from their existing legacy system - Oracle to Dynamics CRM
• Created custom security roles, processes, solution files to be migrated from development to test and production.
• Implemented phased rollout of several functionalities for Opportunity management.
• Baker & Hughes
• Baker Hughes was exploring Microsoft Dynamics CRM Field Service for it’s mobile workforce in the Oil and Gas industry. I helped with several proof of concepts utilizing Service Scheduling feature in Dynamics CRM along with Resco Mobile ISV product, Location based services
• Confidential
• Confidential ’s Dynamics CRM implementation had become a Frankenstein monster due to heavy customization and custom development. I helped investigate and track down performance bottlenecks and optimization solutions to improve overall performance.
• Drafted multi-million dollar Dynamics CRM proposals and bids for several Confidential prospects

Advisory Microsoft Dynamics CRM Solutions Architect

Confidential

Responsibilities:

• Experienced in Parature, Social Listening, Netbreeze, Marketo, Market Pilot.
• Engaged stakeholders and drove end to end MSCRM implementations including, design, development, configuration, deployment and operations.
• Responsible for helping architect multi-tenant Enterprise CRM service leveraging Microsoft Dynamics CRM
• Instrumental in helping onboard multiple business partners to Enterprise CRM service.
• Collaborated with several disciplines such as architects, developers, PM, vendors, stakeholders, business partners, data center, infrastructure, DBAs, Active directory domain administrators, network, exchange, security.
• Provided Microsoft Dynamics CRM Application, industry, domain thought leadership, knowledge transfer, guidance, ongoing mentorship to several team members including but not limited to Best practices, dos and don’ts.
• Reviewed vendor SOWs, vendor deliverables, provided valuable feedback and ensured they met Boeing company quality and standards
• Responsible for overall health of Enterprise CRM service and several elements including ongoing support, maintenance, performance, scalability, problem root cause discovery, timely resolution, responsiveness and delivery that met world class and Boeing standards.
• Advised in Project schedule creation helping estimate time and resource with appropriate skill set, critical task dependencies.
• Upgraded, migrated, Installed, Configured, customized Microsoft Dynamics CRM server and client software multiple times to meet business needs.
• Engaged Project team and vendors in critical thinking for several issues resolution.
• Ability to multi-task and prioritize depending on the situation and ongoing needs of stakeholders.
• Set up, managed multiple Microsoft Dynamics CRM environments such as Development, Test, Production, migration of code and databases in between the environments, load balancing, clustering, email routing, SQL Reporting services
• Participated in Software unit testing, integration testing, system testing, test scripts creation
• Production Deployment and GO LIVE preparation
• Leveraged skills such as problem solving, cross-group collaboration
• Facilitate onboarding of Business partners to Enterprise CRM service

Confidential, Bellevue, WA

Senior Consultant and Project Manager

Responsibilities:

• Responsible for multiple Deployments and rollouts of mission critical enterprise sized ERP and CRM including Dynamics Axapta and CRM along with other Dynamics line of products and ISV products from on premise to Data centers and vice versa. Provided Production support along with designing and delivering strategies to execute on SLAs and attain operational excellence. Managed several releases of business applications at the same time and work with vendors, dev, test, PMO, stakeholders throughout the product development and release cycle.
• Utilized SQL Performance tuning and Microsoft Performance Point Server to monitor the operational performance of application. Used cross-group collaboration Microsoft competence to drive operational programs and services, best practices in Services and operations through various groups worldwide. Developed and implemented Disaster recovery plans for various applications across the board. Work with 24/7 high availability applications and maintain 99.99% uptime and provide change management, security across the firewall, server storage capacity (SAN), incident management. Assess IT infrastructure to identify the gap with Microsoft Dynamics CRM h/w and s/w requirements. Run Pre-install Check list before installing Microsoft Dynamics CRM 3.0/4.0. Installed, Configured, Customized, Deployed Microsoft Dynamics CRM 4.0 server and CRM outlook clients.
• Installed, Configured, Deployed Microsoft Dynamics CRM email router. Certified in Scribe Data Migration Tool. Install Scribe, Perform Data migration from source to target. Well Versed in c360 and other Dynamics CRM ISV products. In depth technical troubleshooting of all Microsoft Dynamics CRM Infrastructure related issues. Acted as resource for other consultants on infrastructure, troubleshooting as well as overall product.

Environment: PPS, CRM, ERP, SQL, SAN

Confidential, Bellevue, WA

Senior Consultant/Project Manager

Responsibilities:

• Responsible for multiple Deployments and rollouts of mission critical enterprise sized ERP and CRM including Dynamics CRM along with other Dynamics line of products and ISV products from on premise to Data centers and vice versa. Provided Production support along with designing and delivering strategies to execute on SLAs and attain operational excellence. Manage several releases of business applications at the same time and work with vendors, dev, test, PMO, stakeholders throughout the product development and release cycle. Utilized SQL Performance tuning and Microsoft Performance point server to monitor the operational performance of application. Use cross-group collaboration Microsoft competence to drive operational programs and services, best practices in Services and operations through various groups worldwide. Develop and implement Disaster recovery plans for various applications across the board.
• Worked with 24/7 high availability applications and maintain 99.99% uptime and provide change management, security across the firewall, server storage capacity (SAN), incident management. Assess IT infrastructure to identify the gap with Microsoft Dynamics CRM h/w and s/w requirements. Installed, Configured, Customized, Deployed Microsoft Dynamics CRM 3.0 server and CRM outlook clients. Installed, Configured, Deployed Microsoft Dynamics CRM email router. Certified in Scribe Data Migration Tool. Install Scribe, Perform Data migration from source to target. Well Versed in c360 and other Dynamics CRM ISV products. In depth technical troubleshooting of all Microsoft Dynamics CRM Infrastructure related issues. Acted as resource for other consultants on infrastructure, troubleshooting as well as overall product.

Environment: ERP, CRM, PPS, SQL, SAN

Confidential, Bellevue, WA

Systems Analyst

Responsibilities:

• Provide CRM expertise to Microsoft CRM Partners including Microsoft CRM Deployments - consulting,, Project/Program Management, Pre-sales consulting, technical resource. Program Manage multiple client Projects involving.NET based applications. Help the clients decide Build versus Buy of software applications. Facilitate Business Requirement Gathering Sessions. Implement Business Process Management Software Application to implement complex business processes. Healthcare CRM Software concept to market.
• SAP HR Project, Confidential, Business Analyst Confidential has an ongoing pilot program for a SAP HR project which revolves around a web portal, MyTime to record accurate worked and off times for customer service representatives (CSR) in Call centers around US. Effected quick turnaround to ELCMP Pilot Program Issues Resolution and analysis. Helped with Root cause analysis for all the issues. Helped drive issues to quick and efficient resolution with more accountability that included having an ETA for resolutions, development fix, QA and functional testing.
• Focused on End-user concerns, real technical issues versus process related, and communication issues. Published Daily Release notes for resolved issues and fixes. Enhancements to the current MyTime project before moving it from pilot to production

Environment: ERP, CRM, PPS, SQL, SAP, QA

Confidential, Redmond, WA

Program Manager

Responsibilities:

• Managed multiple IT projects simultaneously from gathering business requirements to writing functional specifications, getting the sign off from major stakeholders, sending it off for development, conducting usability, release management, formulating production support and user support processes. Designed and delivered systems design, solutions design concept. Led Joint Application Development (JAD) sessions involving product management, program management, design, development, testing, operations and usability. Program Managed development of web based, .NET reporting system that plugged into multiple and disparate data sources. Program Managed development of multiple .NET XML web services from disparate data sources into the reporting database
• Developed escalation paths and processes for product support in production mode. Closely interacted with business owners, multiple stakeholders, users and rolled back their feedback and issues into product development process. Developed and maintained Project Plan using Microsoft Project Tracked key milestones and deliverables by other teams and team members. Provided Leadership and mentored when appropriate. Effectively prioritized and planned Project Activities.

Environment: .Net, XML, SQL, Data Warehouse, Business Intelligence

Confidential

Content Project Manager

Responsibilities:

• Responsible for developing knowledge of Microsoft CRM Product from the inception of the product and Microsoft CRM knowledge transfer to internal team members and partner channel. Participated in Microsoft CRM onsite Beta implementations. Responsible for MSCRM Partner and Customer Alpha Beta Program Management. Developed MSCRM infrastructure as per the needs of worldwide partners and customers. Closely interact with virtual team members, partners and customers and roll back their feedback and issues into the MSCRM product development and process.
• Developed and maintained Project Plan using Microsoft Project. Tracked key milestones and deliverables by other teams and team members. Provided Leadership and mentored when appropriate.
• Effectively prioritized and planned Project Activities. Questioned current methods and processes and provided constructive feedback.

Environment: MSCRM, SQL, Beta

Confidential

Technical Trainer

Responsibilities:

• Developed and maintained a good understanding of the typical CRM requirements of a small mid size and medium enterprise level customers. Maintained a superior understanding of the Siebel solution in order to be a comprehensive resource to others regarding the technologies, application functionality, business processes typically managed by the solution and recommended implementation practices to ensure successful implementations. Identified the most common business requirements, business processes, issues and typical CRM needs of a company and designed and delivered the curriculum for world class CRM solution. Developed an understanding and appreciation of the company’s, partners’ and customers’ business initiatives and processes through interactions and establishing relationships with them and how Siebel could be used to leverage their businesses.
• Designed and Documented standard functional and technical specifications for partner and customer organizations and GP Siebel. Delivered other knowledge exchange presentations such as workshops, teleconferences, conference sessions, IBT or other format to share functional product or implementation process knowledge. Managed the time and resources applied to my role and various projects to facilitate team and corporate business practice management. Worked with other teams in the company to ensure partner success and eventually company success.

Environment: IBT, Siebel

Confidential

Project Leader

Responsibilities:

• Reviewed database Project requirements, worked on Project Plan and scope of the Project. Identified Resources and risks involved. Initiated a Pilot project before final release.

Confidential

Technical Lead

Responsibilities:

• Designed and documented functional and technical specifications for the Project using Siebel 5.0. Designed the process flow and screen flow. Dealt with Environmental setup, developed work plans, resource requirements allocation, schedule, and priorities. Worked diligently to keep the project within deadline and scope. Demonstrated leadership and mentoring skills by having one on ones with developers and in Project team meetings. Assisted end users with using the application.

Environment: Siebel 5.0

Confidential

Graduate Research Assistant

Responsibilities:

• Identified problems with existing software project in C, FoxPro and UNIX and provided recommendations. Planned, analyzed, and managed launch of a new software using Visual C++ 6.0 on Windows NT 4.0 by the Biosystems and Ag Engg. Dept. Provided technical and process expertise for the introduction of new technology. Presented status report and measurements at each level of the project, coordinated implementation phases for timely completion of project

Environment: C, FoxPro, UNIX, Visual C++

Confidential

Systems Analyst

Responsibilities:

• Identified business requirements for Salary Report and Productivity Appraisal form applications. Designed and developed the Project Plans. Implemented the Project in C and FoxPro within the scope and deadline.

Environment: C, FoxPro