Mar 2020 – Present · 6 yrs

• As a MCT, providing extensive training to trainees with real life scenarios and engaging them in completing the day to day tasks or Labs, so that they are well versed with the concepts.
• Have extensive experience working on Sales, Customer Service, Field Service modules.
• Have experience working with Power Automate, Power Apps, Power BI and Power Virtual Agent.
• Produced training and reference documentation, both for new hires and clientele.
• Have experience as a Trainer training Business Customers, Freshers, and Mid-Senior level Professionals.

Mar 2020 – Present · 6 yrs · Remote

• Lead solution design and architecture for complex Microsoft Dynamics 365 CE and Power Platform projects.
• Collaborate with clients to understand business requirements and translate them into technical solutions.
• Provide technical guidance and mentorship to project teams.
• Preparing Architecture Diagrams, evaluation of documents by functional and technical teams, assisting teams in successful implementation of project.
• Overseeing successful implementations in area of expertise including activities such as keeping clients on track, recognizing, and communicating red flag issues, and working closely with the project manager.
• Have extensive experience working on Sales, Customer Service, Field Service modules.
• Have experience working with Power Automate, Power Apps, Power BI and Power Virtual Agent.
• Delivered training and reference documentation, both for new hires and clientele.
• Have experience as a Microsoft Certified Trainer training Business Customers, Freshers, and Mid-Senior level Professionals.

Dec 2017 – Mar 2020 · 2 yrs 3 mos · Chennai Area, India

• As a Functional Consultant, engaging with business stakeholders and Subject Matter Experts to understand the business requirements and objectives of CRM project. Advise clients the capabilities, functions and features of Microsoft Dynamics CRM/365.
• As a D365 CRM trainer, successfully conducted training sessions to Business Customers, Freshers, Mid – Senior level professionals within and outside the organization.
• Have extensive experience working on Sales, Customer Service modules.
• Have experience working on Field Service Module.
• Providing excellent higher education client service and timely problem resolution to reported issues.
• Researching client questions and providing a detailed resolution.
• Applying problem definition methodology and techniques to define the scope of software problems.
• Working directly with clients to develop functional requirements based on their specific business practices.
• Perform on site Discovery, requirements gathering, and Lead Consultant duties such as training, resource allocation, and meeting management. Building custom components in Microsoft Dynamics CRM/365 based on gathered functional requirements, configuring, and customizing the Microsoft Dynamics CRM platform with applications, workflows and integration models to fit client needs.
• Training clients on using and troubleshooting technical components of a complex software solution, and perform Data Migration, Data Validation.
• Business and process analysis, Documenting ‘as-is’ and ‘to-be’ detailed scoping documents. Overseeing successful implementations in area of expertise including activities such as keeping clients on track, recognizing and communicating red flag issues, and working closely with the project manager.
• Produced training and reference documentation, both for new hires and clientele.
• Integrating the Microsoft Dynamics 365 applications with Client’s legacy applications using Scribe.

Jul 2014 – Nov 2014 · 4 mos

• OEM CRM @ Microsoft - Line1/Line2
• Support Lead: Managing day-to-day operations of CRM Support ensuring goal metrics are achieved and responsible for KPI's and SLA's to be met with utmost Customer Satisfaction.
• Preparing Monthly Business Review reports.
• Proactive Identification of application issues to reduce unnecessary escalations.

Jun 2012 – Jun 2014 · 2 yrs

• OEM CRM & SMB CRM @ Microsoft - Line 1/Line 2
• Support Lead: Managing day-to-day operations of CRM Support ensuring goal metrics are achieved
• Responsible for KPI's and SLA's to be met with utmost Customer Satisfaction.
• Preparing Monthly Business Review reports
• Automated the process of creating monthly and weekly reports.
• Running initiatives like Enhancing Customer Knowledge by writing Knowledge Base Articles.
• Trained customers depend on the requirements.
• Debugging stored procedures and queries in SQL
• Resolving performance issues using tools like SQL Profiler; Fiddler;
• Creating, Monitoring and debugging the Jobs.
• Trouble shooting the database issues and the Web Server Issues.

May 2010 – May 2012 · 2 yrs

• OEM CRM @ Microsoft
• Provided complete Application Support to MS Dynamics CRM application - OEM CRM.
• Supported Windows internal users in technical, training and application support while engaging and onboarding new features.
• Helpdesk support for Windows customers.
• Business management.
• Created ticket/business process flow diagrams, training processes and procedure documents.
• Incident Management.
• Created weekly metric reports.
• Debugging stored procedures and queries in SQL

Dec 2009 – May 2010 · 5 mos

• .Net Trained @ Infosys
• Completed Infosys Training Program considered as one of the most premier IT trainings by all IT companies at Infosys Mysore Training Centre in DOTNET stream.
• Completed post training project on C#, ASP.Net4.0, Ado.Net4.0 as front End and SQL server 2005 as Backend.
• Completed Post Training Project assigned -- TRAINEE PORTAL
• This project is made for Infosys trainee portal where the trainees can check their day to day activities that are planned for them e.g. Utilization, attendance, finance, exam schedule, exam scores, policies etc. There are 4 modules in the project: - Exam module, Attendance module, finance module, Utilization module and ServCentral module.
• My role: -
• I have designed from the scratch including Designing of all the modules and coding for the portal as mentioned above.
• Designed UI of the application
• Writing store procedures and queries in MS-SQL
• Writing backend code for the application in ASP.net using C# and AJAX

Nov 2014 – Oct 2017 · 2 yrs 11 mos · Hyderabad Area, India

• Sales SME Support @ Microsoft - Line 3
• SME for OEM CRM, Partner Sales for Connect Tool & SMB CRM application to the clients, customers and internal team.
• As a Functional Consultant, engaging with business stakeholders and Subject Matter Experts to understand the business requirements and objectives of CRM project. Advise clients the capabilities, functions and features of Microsoft Dynamics CRM/365.
• Providing excellent higher education client service and timely problem resolution to reported issues.
• Researching client questions and providing a detailed resolution.
• Applying problem definition methodology and techniques to define the scope of software problems.
• Working directly with clients to develop functional requirements based on their specific business practices.
• Perform on site Discovery, requirements gathering, and Lead Consultant duties such as training, resource allocation, and meeting management. Building custom components in Microsoft Dynamics CRM/365 based on gathered functional requirements and configuring and customizing the Microsoft Dynamics CRM platform with applications, workflows and integration models to fit client needs.
• Training clients on using and troubleshooting technical components of a complex software solution, and perform Data Migration, Data Validation.
• Preparing Functional Documents for new releases to the applications and publishing across multiple teams.