SUMMARY:

• Product Line Management and Project Management, Business Development, Siebel, Oracle Netsuite, Salesforce 360, Veeva CRM and CRM VOIP, integrations development, with and in Field Services Applications - transferable functional knowledge of D365 CE module capabilities for the prospect to order, marketing, sales, customer service, field service operations and project service automation - F&O capabilities for finance, subscription Billing, and supply chain. Microsoft 365 Systems Administrator | Dynamics 365 | Developer - Customer Engagement (D365 CE/CRM) / Power Platform Functional Consultant, Business Analyst, with experience in building business process flows, and canvas apps / Power Apps development.
• 8 to 10+ years IT, management support for point of purchase systems, with Power Automate, Power Apps and PowerBI / Platform support; as well, my transferable soft-skill sets in support of the customer engagement / relationship management - alongside the out of the box experience (OOBE), components and connectors customizations. I have a focus on Microsoft Dynamics 365 CE/CRM/FC s: MB-910/920. This has sure up my skill sets in development IDE application support, supporting MSP Collaborative IT Business Units / Integrated Services / Independent Software Vendor (ISV)’es for optimizing Enterprise Service Desk Operations and custom Dataverse, and Microsoft Power Platform Apps & portals development.

TECHNICAL SKILLS:

Skills: Management: Supervisor / Team Lead 5+ years. Team Development and Support 10+ Years Customer Care 17+ years Customer Engagement; Customer Relations Management 17+ Years Customer Engagement Customer Relations Management Communications Contact Center Management Support (Mobile, Internet & Telecom) 15+ Years Networking back - Office Support; multiple tenants, in Azure AD Services 4+Years Remote Support 10+ years Case Management Remediation & Escalation support 5+ years First Call Resolution: Trackable Customer Service Loyalty conversions 5+ Years 96% Targeted KPI Service Delivery Lead 5+ Years Interdepartmental Consulting 2 7 years+: Internal ERP consulting service support & External B2E consulting with Freeport MacMoran IBM, At&t, Apple, AltaGas, etc. Stakeholders and Upper Management Process Collaboration 4+ Years 1st POC Tier 1 to Tier 4 Help Desk / Enterprise Service Desk; ServiceNow, Jira, WorkDay, MsD365 Ticketing Systems With System Security Patch management. Identifying common issues and tracking 15+ years Lead 6 implementations Service Support Implementation 4 years Web & Coding Dev 5 Years+; C#, HTML 5.0-6.0 CSS, JavaScript, WCF Service, PCF Controls. SQL DB storage Admin and Design Senior Applications Support and SDLC Support: Azure Active Directory administration and overall environment responsibility in multi-tenant MS Dynamics environments; Microsoft 365 ALM Stack, Azure Services, Office 365, Power Platform Apps and Business Support, etc Identity Management & Access Controls Security: Account creation and folder permissions to guarantee that employees can do their jobs without having unnecessary access, crucial for efficiency. 10+ Years Dynamics 365 CE & CRM and F&O; 8+ Years OnPremise and Cloud PowerQuery with PowerBI, and Data Analytics support with-in PMO; Set up and configure modules like Marketing, Sales, Customer Service / Purchase / Procurement / Trade & Logistics & Inventory Management, Field Service OPS and PSA in D365 Requirements Gathering 15+ years Quality Assurance, Manual Testing 9+ Years DBA- SQL, T-SQL, Technical writing 4+ years

PROFESSIONAL EXPERIENCE:

Microsoft Dynamics 365 Functional Consultant / D365 Finance & Operations SME

Confidential

Responsibilities:

• Demonstrated the abilities to lead efforts to understand, assess, consult, design, and implement D365 applications-based solutions, including the following areas:
• Successfully worked as both an individual contributor and team members, identified and addressed client needs: actively participated in client discussions and meetings; communicated a broad range of business services; and, managed engagements, including prepared concise, accurate documents and maintained project economics while maintaining flexibility for unanticipated issues.
• Has the unique and rare competence to understand the D365 F&O Financial Account Structure inside / out. expertly educate CFO and Controllers how to design an effective global chart of accounts that takes advantage of the D365 F&O Account Structure and financial dimensions.
• Microsoft certified D365 professional who has been on both the End User Company and the major Reselling Partners as a Product Advisor in D365 F&O.
• Power Portal and Apps Creation

Microsoft Dynamics 365 Functional Consultant, SAP Data Analyst

Confidential

Responsibilities:

• Monitored and resolved production issues and requests that were submitted by users through ticketing and service requests.
• Conduct al demonstrations and design sessions and sessions with super users in a wide variety of AX 2012/D365 modules.
• Working knowledge system testing in various SAP ECC modules including SD, LE, Vertex, Vistex
• Knowledge of SD Master Data, integration points, and data flow
• Clear understating of Order to cash streams.
• Lead functional configuration and design sessions with super users or internal ERP Core team to configure the D365 F&O system that will enable a “Simple and Sweet” work process for D365 users in their daily work.
• Knowledge of sales processes SSRS including customer master, order management, material substitution, ATP, delivery, shipping, billing, outline agreements with an emphasis in subcontracting and inter-company
• Understanding of Material Data, and Bills of Material is a plus
• Update SAP Oracle NetSuite CRM Client Database in coming account connection service updates and prep for Custom REST APT data export to Power BI Analytics Reports and Boards
• Worked between DAX 2.0 to Salesforce Database integrations for Unified reports gathering
• Power Query CLI outputs Struts and closed documentation for each Customer & Client integration and for Knowledge Base Review.

Microsoft Dynamics 365 Functional Consultant, Technical Support Services, with Field Support

Confidential

Responsibilities:

• Experience with NICE CXone Agent for Microsoft Dynamics
• Researching and/or supporting legal issues involving Client’s customers, in resolving fraud claims and recompensating lost funds from point of fraud and theft to the end customer / stakeholders.
• Worked on full life cycle implementations on Dynamics AX 2012 R3 (OnPrem) and D365 for Financial Modules including OTC(Order to Cash) Stream, Procure to Pay, Warehouse Management and SSRS Reporting.
• Ensuring optimal use of our hardware and software technologies, the enhancement of business system performance, and the securing of all data. Oversight and advised on IT equipment upgrades.
• Ensured successful IT support possesses and provided information technology support in a fast-paced environment. Consulted with IT managers and other departments heads as required.
• Provided IT assistance to staff and customers remotely
• Trained end-users on hardware functionality and software programs.
• Resolved login errors in a timely manner.
• Monitored hardware, software, and system performance metrics.
• Updated computer software. as well as upgraded hardware and systems.
• Maintained databases and ensured system security.
• Documenting processes and performing diagnostic tests.
• Kept track of technological advancements and trends in IT support.
• Worked between D365 Database integrations for Unified Power Query CLI struts
• Reports gathered via PowerShell and X-/X++

Healthcare Business Analyst / CRM - CE SME

Confidential

Responsibilities:

• Strong knowledge of NICE Nexidia Voice Analytics, NICE Workforce Management and Quality Assurance, NICE Employee Engagement Manager (EEM), and NICE Real-Time Activity Monitoring (RTAM)
• Lead the development of functional business requirements and helped end-users assess relative priorities for both business process and technology solutions to help Confidential ts improve their health by getting access to medical innovations
• Evaluated alternative business processes and technology solutions and participated in making technology recommendations to enhance business operations
• Lead the development of business requirements, functional designs, process maps, user test plans, and materials associated with business processes and technology solutions
• Facilitated client involvement in User Acceptance Testing
• Worked collaboratively with peers, the client’s IT organization, and with internal/external stakeholders to coordinate the overall delivery of technology solutions

Technology Customer Service Representative

Confidential

Responsibilities:

• Identified, investigated, and resolved end-user’s problems with computer software and hardware.
• Fielded 1st line support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Consulted with end-users to determine steps and procedures taken to identify and resolve the problem.
• I applied my knowledge of computer software, hardware, and procedures to solve problems.
• Guided end-users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborated with other staff to research and resolve problems.
• Collaborated with programmers to explain errors and/or recommend modifications in programs.
• Performed tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system.

Information Technology Specialist / Coordinator - Field Services Support

Confidential

Responsibilities:

• Managed onboarding of accounts into Security Operations Center (SOC).
• Coordinated with installation team, monitoring director, and clients to ensure remote services will be provided as intended.
• Interacted and supported field service personnel in support of system repairs and maintenance.
• Maintained a high level of programming knowledge in IP Video Surveillance Systems, Access Control Systems, and related technologies.
• Leard all surveillance center backbone applications and obtains s to be able to interface with vendors, configure new systems, troubleshoot issues, and to provide applications support.
• Provided hands-on support for computer room IT equipment to include servers, switches, routers, and vendor CPE equipment.
• Interfaces with voice, telecommunications, and network personnel in support of SOC hardware, services, and vendors as needed.
• Prepared, monitored, and managed projects; provided where required or requested in relation to projects.
• Manages and supports special projects, as needed and supported and Troubleshooted Windows environment, workstations, and servers
• Analyzed data and services and makes appropriate recommendations to improve service/reduce cost.
• Excel Pivot Tables and BI Dashboards, for Developments with Owner and CEO Acquisition Development
• Processed Market Data from General Managers Daily
• Proofed operational solvency and Net Profit Scores of business margins, that increased quarter over quarter for Data and Bottom Line (causing ROI 90% Cash over Cash monthly increases / During COVID-19 Pandemic)

Inventory Supervisor / Inventory IT Support

Confidential

Responsibilities:

• Performed DAX / SQL Sequential DB SBC Scanline Database builds for Store Front Profit and Loss margin inventory staging obtaining correct Retail Store map front gained 300% billing to Profits and great ratings for repeat business of inventories. And SQL / T-SQL Application rebuilds with IoT Scanners failed CRM WiFi Backups, from On-premises to Off-premises
• Dynamics NAV / SQL Data import reconfiguration from Customer VS Code CRM
• Dynamics NAV 2018 in financial management, document management inventory maps for accounting all retail product instore profit loose to reduce shrinkage.
• Drafting P&L Margins onsite/on-premises Statements, for the store/brick and mortar unit location in question; to submit to Corp VPN cloud of actual accounting
• Billables generation & submittal of jobs to onsite client managers, from correcting any WiFi IoT CRM database batch errors with onsite to cloud and patches to run said inventories

Regional General Manager / Support

Confidential

Responsibilities:

• Expand the market for Krispy Kreme by targeting and developing new lead sources.
• Individual sales planning & sales funnel management; confer with all affiliated parties of new and/or existing structures to determine optimal equipment required and to generate new sales.
• Creation/execution of a successful go-to-market strategy. This includes participating in and developing marketing strategies, collateral, and content to be successful.
• Customer relationship management to retain & grow business with existing customers and to drive customer satisfaction by identifying their needs; contact to advise progress of work

Confidential

IBM Desktop Support Technician - End User Services / Field Service Support

Responsibilities:

• Prioritize support calls using enterprise ticketing system and manage tickets with frequent updates, as well as escalating aging tickets, and trends as required.
• Purchase new equipment, repair parts, mice, keyboards, batteries, printer toner, supplies, etc. for workstations, laptops and peripherals devices from the approved standards list through Corporate IT Purchasing.
• Ensured software and hardware standards are adhered to at all times based on guidance from Corporate
• Kept software license compliance with all installed software
• Responsible for imaging workstations using the standard images
• Maintained and adhered to current system security policy
• Ensured client agents for discovery tools, anti-virus and patch compliance updates are maintained at the most current levels
• Provided secondary on-site workstation support and knowledge transfer to the Desktop/Laptop support team
• Account administration and support for Order Entry applications
• Assisted with desktop hardware relocation where required.
• Responsible for local printers/copiers/faxes network connectivity, preliminary troubleshooting, toner replacement and coordination of third-party on-site support.
• Responsible for and/or assists in special projects as assigned.
• Trained and assisted end users to effectively utilize the enterprise ticketing system
• Maintained reliable "Hot Spare" Laptop/Desktop systems
• Disposed of old computer equipment utilizing approved vendors in compliance with environmentally friendly recycling processes
• Provided onsite hands-on support for devices supported by Infrastructure support teams.
• Provided telephone and mobile phone support, including voicemail and account administration, deployment/replacement of equipment.
• Assisted with support of wireless access points, VPN connectivity, and company issued mobile telephone devices.
• Provided after-hours and round-the-clock support for emergency trouble calls when needed.
• Performed Computer Technician Support - for in-field support for Wachovia / Confidential Banks, at multiple locations; (as Outsourced Vendor).
• Processed Assets Management Installation Services for B2B commercial accounts; at customers request and transferred assets to desire workstation areas for employee productivity.
• Daily NetSuite BI DAX expression Stand-up meetings with BDM
• Giving Q&A VOC KPI Presentations with Client Services Deliverables Manager for Eastern US End-User Services
• Presentation for Deskside Service Technician Recognitions for Client Excellence
• Lead for Help Desk 2.5, Generation under Dynamics 2012 / DAX 2.0, Marketing for Project flows
• Asset Management - Field Computer Technician; Consultant (Conversion & Implementations Projects)

Confidential

Help Desk Representative / Computer Operator III

Responsibilities:

• Consulted in-bound calls for Internal Departments for the Main Hospital and remote and client sites - other supporting specialized vendor facilities by Information Systems Services Dept.'s Help Desk - a then to be outsourced
• Assisted in constant and accurate on-site help designation for service calls and requests the Technical Analysts’ teams, procuring information for the maintenance of customer/client database via BHCPNS.ORG Active Directory - processing of noncommercial and business to business commercial, (VENDOR), accounts as when incoming call related.
• Provided troubleshooting paths when consumer/customer/ employee's PC or Citrix Wintel WYSE workstations were not functioning properly. Administered Software Password Resets for domain level accounts - maintenance of user profile information to assigned admin rights for users on specified job tasks, e.g. - fix the software they use for their job functions.
• Demonstrated correct software use through "ghosting"/remote accessing users pc or terminal screen from Microsoft System Center Configuration Manager (SCCM) / Endpoint Manager, and or offered fix-it instructions on user software familiarity issues before it - ticket creation escalated through Help Desk/Tech support to 2nd or 3rd level support.
• Assist with essential up-builds of web development integration and intranet and internet website fixes in ASP, HTML, XHTML, and CSS coding languages.

IT Customer Care

Confidential

Responsibilities:

• Performed Customer Relations Management (CRM) on inbound calls to Customer Care Departments, for Confidential ; (External / Internal IVR transfers to West, Inc; as Outsourced Vendor). Processed payments and implemented payment arrangements for non-commercial and B2B commercial accounts, under Siebel CRM, Oracle Netsuite
• Fixing knowledgebase articles with minor code suggestions to meet business requirements from customers, stakeholders, and employees ; at customers request when applicable transfer accounts to Collections Dept for defaulting. Administered and offered troubleshooting paths, when consumer/customer's mobile device/cell phones are not functioning properly, i.e.- fix Iot Devices/cell phones before recording ticket to send to helpdesk/ tech support, escalating and drafting