SUMMARY:

• IT experience in Customer Relationship Management using Confidential Dynamics CRM.
• Hands on experience of configuring components of Dynamics 365 and office 365 product stack.
• Excellent analyst skills to bridge gap between customer and product team.
• Experienced in Functional and Technical support for customers of Dynamics CRM over emails, skype calls and chat.
• Experienced in opening bugs and enhancement requests with detailed information and follow up for speedy resolution.
• Documented 15+ knowledge base articles on defects along with fixing 25+ documents authored by others.
• Adapt in analyzing business requirements document (BRD) and Functional requirement document (FRD)
• Proficient in creating test plans, test scripts and requirement traceability matrix (RTM).
• Experienced in Manual & Automation testing for CRM using Selenium IDE & web driver.
• Designed and developed data visualizations using Power Bi and moderate DAX query.
• Experienced in Confidential Dynamics CRM 2011, CRM 2013/2015, CRM 2016 & Dynamics 365.
• Experienced in Configuration, Customization, Deployment and Administration.
• Implemented Confidential Dynamics CRM solutions by customizing entities, forms, views, workflows, dashboards and reports.
• Experienced in Confidential Dynamics CRM integration with external applications like SharePoint, Exchange online, Reporting service, Confidential Dynamics Portals (Adx portals) etc.
• Experienced in end user training for clients in a one on one, webinar and meeting settings.

TECHNICAL SKILLS:

Business Solutions: Confidential Dynamics CRM 2011, 2013, 2015 and 2016, Dynamics 365

Programming Languages: C#, JavaScript, jQuery, HTML, DAX, fetchXml

Web Technologies: HTML, XML, CSS

Database: Confidential SQL Server

Tools: Confidential Team Foundation Server, Office 365, Confidential CRM SDK, Reporting Tool - Confidential SQL Server Reporting Services, MS CRM 2011/2013/2015 Developer Toolkit, Confidential Visual Studio 2015, CRM Plugin Registration Tool, Fiddler, Skype for Business, XrmServiceToolkit, RibbonWorkBench

Integration: SharePoint, Confidential Social Engagement, Power BI, Confidential Office, Dynamics Portals (Adx Studio), Exchange email setup

Test Automation: Selenium IDE, Selenium web driver

PROFESSIONAL EXPERIENCE:

Confidential

Dynamics 365 Administrator & Developer

Responsibilities:

• Work with stakeholder to understand business, functional & technical requirements.
• Gather requirements and developed multiple projects like “Ticket management”, “Diabetic Portfolio management” etc. on top of Dynamics 365.
• Generate Power Bi reports and dashboards on top of Dynamic 365 data hosted in cloud using moderate DAX.
• Address CRM help desk requests and escalations in timely manner.
• Organize team meetings to gather and implement Power BI and CRM design requirements.
• Designing, developing, and implementation of all customizations within CRM including System Plugins, Business Process Flows (BPF), UI Dialogs and Workflows.
• Enhance CRM experience by creating business rules and JavaScript web resources in CRM.
• Applied and maintain all the Business and Security Rules by configuring Security Roles, Business Units, Teams, Field Security, Auditing and other System Settings.
• Develops training materials and instructs users for the appropriate use of the CRM system
• Perform demonstrations of solutions to clients, as required.
• Configure Confidential Dynamics Customer Self-service portal for organization.
• Configure Dynamics CRM for mobile experience on iPhone and Android apps.
• Organize tasks and code on Confidential Team Foundation Server (TFS).
• Perform feature & user acceptance testing, report bugs in TFS and fix issues as per priority.

Confidential

Support Engineer

Responsibilities:

• Work as a bridge for customer escalations and follow up on email or Skype calls for closure.
• Create customer support case for issues reported by customers, triage customer reported issues, repro/verify issues, open bug, identify workaround and unblock customers as possible.
• Document Knowledge base articles on defects and enhance requests.
• Worked extensively with entities, forms, commands, views, charts, Business process flows, sitemap, grids and users to customize look and feel of Dynamics CRM.
• Manage reports, charts and dashboards highlighting key goals and related metrics
• Created validation scripts in CRM with JavaScript and Business Rules.
• Integrate CRM with outlook client, SharePoint for documents, exchange for mail sync and enable mail features within CRM.
• Integrate CRM with SSRS (SQL Server Reporting Services) to enable reports.
• Customize CRM to enable CRM for Mobile offline mode with required data sync rules.
• Customize ribbon/command bar using ribbon workbench tool to add, show/hide commands.
• Customize CRM to create Customer environment replica to work with reported issues.
• Train new hires and assist them with software support activities.
• Data migration from one organization to another organization using Data Migration Tool.
• Create/Debug CRM web resource for customer/test scenarios using HTML, CSS & JavaScript.
• Integrate plug-in with CRM organization using plug-in registration tool.
• Create dialog, workflows, Business process flows in CRM for different requirements.
• Manage testing and rolling out of hotfix and patches on test environments.
• Testing of web application and mobile apps on iOS, Android and Windows platform.
• Prepare integrated complex environment and host virtual machines using Hyper-V Manager.
• Design and development of the test plan, test cases and sample data for specific product features. Maintain same on Confidential Team Foundation Server and product studio.
• Automation/Debugging/Fixing test cases using C# with Selenium web driver framework.
• Participate in SDLC and Bug Life Cycle as part of Agile team.
• Database testing to extract data and match data using SQL queries, joins, union, views, constraints, stored procedures etc.
• Participate in Functional, Localization and Cross Browser testing like testing on Edge (on windows 10), IE11, IE10, IE9, Safari (on Mac OS), Chrome and Firefox browsers.
• Participate in Accessibility and Cross Client testing for web client, outlook client, mobile client (CRM mobiles apps & browsers on Android devices, Windows Phone devices, iPhone, Tablets)

Confidential

Software Engineer Intern

Responsibilities:

• Involved in analyzing the Business Process and Functional Requirements.
• Create test plans, test specification document, test script, test cases and sample data for product features and maintain same on Confidential Team Foundation Server.
• Create Requirement Traceability Matrix (RTM) from BRD, FRD and test document.
• Created Custom Entities and attributes in Dynamic CRM for individual Business Units
• Customize Workflows in CRM for automated processes.
• Used Advanced Find feature and created multiple views of System entities.
• Create custom dashboards, charts, reports, views and grids in Dynamic CRM.