SUMMARY

• A certified Dynamics CRM consultant with good understanding of end to end functionalities and hands on experience in implementing various model driven apps in Dynamics 365.
• Prior experience working as a Business Analyst in both Agile and Waterfall environment.
• Have a deep functional understanding of Dynamics 365 Sales, Customer Service, Marketing and XRM Model Driven Apps. (Sales Process, Lead and Opportunity management, Product Catalog management, Case management).
• Experienced in creating and configuring Entities, Views, Forms, Business Processes, Flows, Quick Create forms, Dashboards, Fields, Sales Territories, Hierarchical Security, export/import of data to Dynamic Excel worksheet, N:N, N:1, advanced relationships and Data Migration using Dynamics 365.
• Experienced in creating custom solutions for Process Streamlining, automation and reports/dashboards for business ventures in Dynamics 365.
• Strong in creating Product Catalogue by customizing price list, discount list, sales literature, and defining base units in Dynamics 365.
• Able to develop Reports in Dynamics 365 using Report Wizard and Microsoft SQL Server Reporting Services
• Familiar in Playbook management, Power Automate, Unified Interface, SharePoint online integration with power apps in Dynamics 365 .
• Well versed in documenting User Stories, Test Cases, Test Scenarios, Defects in JIRA.
• Experienced in Capacity Planning, Story Point allocation, Manpower Estimation when creating user stories.
• Been involved in Agile Grooming sessions, Sprint Planning (poker planning process), Daily Stand Up meetings, Demos to Clients, Bug Triage meetings, Scrum of Scrums & Retrospective Meetings.
• Experienced in writing Functional Specification Documents, Interface Specification Documents, Business Requirement Documents.
• Proficient in Gap Analysis and creating Wireframes, Business Processes and transforming business requirements in Technical Backlog.
• Familiar in creating Traceability Matrix and using external software, like JIRA & TFS (Team Foundation Server) to track the progress of the project.
• Experienced in SWOT analysis, Cost and Benefit analysis, Root Cause analysis when reviewing the backlog.

TECHNICAL SKILLS

Modeling & Design: Microsoft Visio, UML

Products: Microsoft Dynamics 365 (Online), Microsoft Dynamics 365 for Mobile and Tablet (Android & iOS), version 9.0 Email Router, Dynamics 365 App for Outlook

RDMS: SQL & PL - SQL

IDE/Tools: TFS, Rally, Visual Studio, Microsoft Project, Office 365, JIRA

Operating Systems: Windows

Reporting Tools: Power BI, Power Pivot, Excel

Methods: Microsoft’s Sure Step Methodology for Dynamics 365, Functional Specifications based on Used Cases and Business User Interviews

Domain: Hi-Tech, Banking, Biotechnology

PROFESSIONAL EXPERIENCE

Confidential - Bellevue, WA

Dynamics 365 Consultant

Responsibilities:

• Organized meetings with stakeholders to understand Problem Statement and gathered Requirements.
• Performed Gap Analysis and Market Analysis based on the requirements and created Wire Frames & User Stories.
• Discussed Sprint Planning and Backlog Grooming with the Scrum Team.
• Designed and implemented Business Processes and Solutions to satisfy the user stories planned for the sprint by customizing out of the box functionalities of Dynamics 365 Sales using Dynamics 365 XRM.
• Redefined new security roles in Dynamics 365 Sales for HR, Recruiter, Business Development and Management Positions.
• Created new business units, sales territories and hierarchical security to accommodate for change in higher management and designed and automated business process flows for the recruitment business logic in Dynamics 365 Sales.
• Configured new views and forms to document details about employee expenses, work authorizations, education and other confidential information. Exported this data to excel Dynamic Worksheet from Dynamics 365 Sales.
• Constructed a custom dashboard in Dynamics 365 Sales with appropriate visual representations for higher management to showcase the performance of recruiters, business development and sales pipeline.
• Configured the system to send automatic emails to employees to denote important milestones, such as work anniversary, performance review & tracking of work permit, using customized Business Rules.
• Organized and chaired demo to our clients, worked with testers to raise for defects and conducted retrospective meetings to understand the pros and cons of the past sprint.

Confidential - Bellevue, WA

Dynamics 365 Consultant

Responsibilities:

• Worked with stakeholders to collate requirements from the users and analyzed the backlog for gaps and improvements.
• Created a backlog based on the requirements and prioritized these into sprints after sprint planning discussion with higher management and scrum team.
• Customized and implemented solutions using the functionalities found in Dynamics 365 Customer Service.
• Created new business rules that will help to automatically create and track incidents (tickets) to closure based on incoming emails to users.
• Maintained a knowledge portal by creating knowledge articles so that service representatives may be able to serve clients better.
• Customized the sitemap to simplify the user navigation and defined entitlements to ensure all client with varying types of membership are accounted for.
• Defined service level agreement to help track progress of the number of incidents closed in a specific time at user.
• Created custom forms and views for the various roles and assigned the relevant specific security level access to each role.
• Constructed a custom dashboard with the required graphs to showcase the overall progress of tickets at various stages of closure.
• Showcased the solutions to the higher management and conducted retrospective meetings to evaluate past sprints.

Confidential

Dynamics 365 Consultant

Responsibilities:

• Capitalized on the Dynamics 365 Customer Service to track of the number of proposals created and the enquiries from clients that have been solved.
• Analyzed the current business process in a Bank and identified pain points after discussion with stakeholders.
• Created requirements/backlog to solve problem statement and relayed this to higher management for approval.
• Defined rules for automatic case creation by identifying key words from incoming email.
• Created public queues to keep track and channel any requests that come from clients to the appropriate middle office personnel.
• Preparation of private bank client proposals tailored to the needs of wealth banking clients based on the queue in Dynamics 365 Customer Service .
• Streamlined and automated the current business process of engaging the clients using Business Process Flow in Dynamics 365 Customer Service.
• Showed the higher management, the progress made on the number of cases resolved, using visual representations available in Power BI .
• Achieved an increase in satisfied clients as production time has halved after the implementation of the new business process flow .

Confidential

Dynamics 365 Consultant

Responsibilities:

• Capitalized certain functionalities specific for OMF (online mutual funds) from TEMENOS on Dynamics 365 Sales module.
• Analysed business requirements created epics, user stories and updated acceptance criteria using JIRA, a project and issue tracking tool.
• Configured a business process to facilitate an account set up for client trading for online mutual fund (OMF).
• Worked closely with business requirement managers to design the UI/UX screens for banking products using Microsoft Visio .
• Created wireframes and process flows (on Microsoft Visio) for how the target state should be, based on the requirements and provided a walkthrough to the business.
• Customized Views, Forms, Entities, Workflows to ensure that an OMF application is correctly documented.
• Maintained all the relevant mapping documents between Dynamics 365 Sales and the surrounding source systems to ensure all information is accounted for.
• Created test cases and test scenarios on JIRA and conducted a walkthrough with the testers.
• Identified bugs during UAT phase and analysed probable causes of technical gap with the technical support team and updated user stories and dashboard on JIRA.
• Used a burn down chart as a visual representation to help aid for sprint planning sessions .
• Was involved in grooming sessions, sprint planning meeting, daily stand up meetings, bug triage meetings, retrospective meetings, scrum of scrums and demos for clients.