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Resume:
Resume Of Jijeesh Kunhiraman
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Profile
Jijeesh Kunhiraman is a Microsoft certified Business Management Solutions
Specialist on Microsoft Dynamics CRM. He has 9.5 years of IT experience and
has been working on MS Dynamics CRM projects for the last 7 years. He has
experience working with MS CRM 1.2, MS CRM 3.0 and MS Dynamics CRM 4.0
versions. He has been involved with all aspects of the CRM project
lifecycle; starting with supporting the sales team on proposals, product
demonstrations, project scope preparations, POC's etc, to carrying out
requirement gathering workshops, preparing fit gap catalogue & functional
specification documents, designing solutions, project planning, product
installation, product configuration & customization and end-
user/administrator training. He has been responsible for project delivery
and team management in addition to functional consulting on the product. He
has worked as solution lead responsible for implementing CRM solutions at
various client sites.
Skills and Competencies
. Microsoft Dynamics CRM 4.0
. CRM Pre-Sales
. Microsoft Dynamics CRM 3.0 & Microsoft CRM 1.2.
. Basics of SQL Server2000, SQL Server 2005
. Basics of Report Builder 2.0, MS Exchange 2003, IIS 6.0,
Active Directory, Windows Sharepoint Services
. Basics of .NET, XML, JavaScript, HTML
Certifications
. Microsoft Dynamics CRM 4.0 Applications
. Microsoft Dynamics CRM 4.0 Customization and Configuration
. Microsoft CRM Customization R1.2 (Microsoft Business
Solutions Professional Certification)
. Microsoft CRM Applications Professional R1.2 (Microsoft
Business Solutions Professional Certification)
Career Summary
. Logica India Pvt. Ltd, Bangalore. (Sep 2008-till date )
. Sonata Software Limited, Bangalore (Sep 2001-Aug 2008)
Career History
As MS Dynamics CRM consultant with Logica Pvt. Ltd.
< Implementation of MS Dynamics CRM 4.0 for Citizens Advice, London
Apr'10 - till date
Citizens Advice (a registered charity) is the largest advice
provider in the UK. There are also about 400 Citizens Advice
Bureaux across England and Wales, each of them being registered
charities. Citizens Advice is the membership organization for these
bureaux. Citizens Advice and these bureaux make up the Citizens
Advice service. The Citizens Advice service helps people resolve
their legal, money and other problems by providing free,
independent and confidential advice, and by influencing
policymakers. The 12000 user MS Dynamics CRM system is expected to
replace the existing CASE system and help Bureau Advisers capture
client information, gateway information, enquiry details, the
social policies they affect, steps taken to resolve each enquiry
and also their outcomes. Bureau Advisers would use the CRM system
to track all their interactions with client and other third party
agencies that may be involved with each enquiry. The CRM system
will also integrate with other systems that store bureau details, a
knowledge base system and other custom applications. It is also
planned to utilize CRM for marketing purposes in the near future.
In a team of 11, he is involved in -
When stationed in UK:
. Studying the existing 'CASE' system.
. Participating in business requirement collection workshops
along with various stakeholders from CAB.
. Liaising with Citizens Advice stakeholders, providing them
information on the CRM 4.0 product and how it can be best
utilized to solve business problems.
. Analyzing requirements, performing fit gap-analysis and
preparing fit gap catalogue document.
. Preparing functional specification documents.
. Presenting demos to customer stakeholders.
. Customizing the system.
. Providing estimates by configuring prototypes.
. Preparing technical design documents.
When stationed In India:
. Leading a team of 5 offshore consultants
. Ensuring project deliveries are on time.
. Writing Javascripts for CRM Forms.
. Performing System Testing
. Testing Scribe scripts for loading data from Excel sheets
to CRM.
Environment: Microsoft Dynamics CRM 4.0, SQL Server 2008, IIS 7
< Business Connect - Implementation of MS Dynamics CRM 4.0 for Sales
and Marketing team at Logica Netherlands
Sep'08 - Mar'10
This project is an internal initiative at Logica Netherlands. The
system is used within the Logica Netherlands organization by its
senior management, account management, sales, marketing and
delivery management teams. The system has also been rolled out to
other Logica organizations in countries like UK and Sweden. The
system aims at providing users with high quality, centralized
contact & account information and an overview of all existing
relationships between various contacts in the marketplace and
Logica employees. The system also tracks all internal management
positions related to accounts. Information tracked in the system
would be utilized to approach and influence the customers' decision
making unit. The system also proves effective in targeting
potential participants to events (seminars, exhibitions, trade
shows, etc.). The system is used for collaborative Bid Management
process with customizations to the opportunity management features
of the Dynamics CRM 4.0 product.
In a team of 7, he was involved in -
When stationed In The Netherlands:
. Understanding the existing 'Business Connect' system.
. Analyzing new requirements
. Performing gap-analysis
. Providing estimates by configuring a POC
When stationed In India:
. Providing support to end users on product features
. Supporting end users by troubleshooting issues encountered.
. Setting up of MS Dynamics CRM 4.0 on the test environment.
Environment: Microsoft Dynamics CRM 4.0, SQL Server 2005, IIS
< Pre-sales Activities at Logica on MS Dynamics CRM 4.0
Jul '09 - Mar'10
He was involved in -
. Gathering the initial set of CRM/XRM requirements from the
customers.
. Understanding other systems used by the customer
organization.
. Understand integrations requirements with Microsoft
Dynamics CRM.
. Coming up with estimates based on the requirements.
Environment: Microsoft Dynamics CRM 4.0
As MS Dynamics CRM consultant with Sonata Software Ltd.
< Implementation of MS Dynamics CRM 4.0 at Sartorius Stedim, India
Jun'08 - August'08
The Sartorius Group is an internationally leading laboratory and
process technology provider covering the segments of biotechnology
and mechatronics. Sartorius Stedim Biotech is a leading provider of
cutting-edge equipment and services for the development, quality
assurance and production processes of the biopharmaceutical
industry. Sartorius Mechatronics manufactures equipment and systems
featuring weighing, measurement and automation technology for
laboratory and industrial applications.
Dynamics CRM was planned for use by sales agents from both the
Biotech & the Mechatronics business units. It would be used to
capture leads, track the progress of each and every opportunity and
track it to closure. It would be used to track all customer issues
and keep a track of the installation activities that are carried
out by on-field engineers.
The CRM implementation was successful in aiding Sartorius to
improve relationship with their customer by smoothening &
streamlining their Sales, Service and Marketing processes.
In a team of 4, he was involved in -
. Presale activities that included presenting MS Dynamics CRM
4.0 demos to various stakeholders, submitting RFPs etc.
. Conducting workshops for the infrastructure team at
Sartorius to appraise them of the various possibilities of
installing the CRM software in the Sartorius network. These
included discussions on network security, software and
hardware requirements for the implementation, IFD
installation scenario etc.
. Leading the implementation team and was responsible for
successful delivery of the project.
. Gathering and documenting functional requirements by
conducting multiple workshops with Business users of both
the business units.
. Relaying customer requirements to all technical team
members.
. Configuring and customizing MS Dynamics CRM 4.0 to meet
various business requirements
. Training junior members of the team on MS CRM 4.0
. Troubleshooting CRM installation issues and was
instrumental in setting up MS Dynamics CRM 4.0 on the
customer environment.
. Testing of the customized solution and reports.
Environment: Microsoft Dynamics CRM 4.0, SQL Server 2005, IIS,
Exchange Server 2003
< Pre-sales Activities at Sonata on MS Dynamics CRM 4.0
Feb '08 - May '08 (US and India)
He was involved in -
. Discussions with prospective customers; appraising them on
the benefits of using MS CRM in their organization.
. Demonstrating new features of the CRM 4.0 product to
prospective customers.
. Understanding existing systems at customers place.
. Gathering the initial set of requirements from the
customers.
. Defining the scope of the demos to be given to the
customer.
. Coordinating with the rest of the team to come out with
customized demos.
. Presenting demos and presentations to the prospective
customers incorporating the required customizations and
configurations.
. R&D on the Microsoft Dynamics CRM 4.0 product.
Environment: Microsoft Dynamics CRM 4.0
< Property Management System - Product Development & Customization
using MS CRM 3.0 for Argus (formerly Realm Business Solutions)
Dallas, TX,USA
Jan'07 - Jun'08
This project revolves around using MS Dynamics CRM 3.0 as a
platform to develop an ISV product that caters to the Commercial
Real Estate industry. The objective is to develop a product that
would enable management of Deals, Leases, Buildings and Properties.
The intended users are the leasing agents, real estate managers,
property and building managers etc.
This involved integration of MS Dynamics CRM 3.0 with Windows
Sharepoint Services, legacy AS/400 application, a data-warehousing
system etc.
Windows Sharepoint Services stored all documents related to
specific deals and lease records thus enabling collaboration
amongst concerned users. The legacy system held master data on
buildings, units, leases etc and regularly synchronizes with the
CRM database. The Lease CRM product allowed leasing agents and
other managers to keep themselves informed of the various leads,
deals etc that come their way and to track the status of deals
towards closure and in-turn getting converted to leases. The whole
leasing process workflow is managed through a combination of rules
created in the CRM workflow engine and some SDK customizations.
In a team of 6, he was involved in -
When stationed In US:
. Conducting workshops for the product development team at
Argus explaining features of the CRM 3.0 product and how
the product can be customized and used as a platform for
developing an ISV solution.
. Coordinating onsite / offshore activities in addition to
working as a functional consultant.
. Gathering requirements based on the functionality of the
existing Lotus Notes based product.
. Customizing the CRM 3.0 product to suit the requirements of
the client.
When stationed in India:
. Leading the offshore team and was instrumental in the
successful delivery of the project.
. Training and mentoring junior members of the team on MS CRM
3.0
. Setting up MS Dynamics CRM 3.0 on the test environment.
Environment: Microsoft Dynamics CRM 3.0, SQL Server 2005, IIS,
Exchange Server 2003, Windows Sharepoint Services
< MS CRM 3.0 Implementation for Quatrro, Gurgaon, India
Sep'06 - Dec'06
Quatrro is a global services company providing business and
knowledge processing services to its customers. This project
involved the integration of MS Dynamics CRM 3.0 with Avaya
Integration Center (AIC is a product for Contact Centers from Avaya
Global Connect) and a web portal developed by a third party.
Quatrro customers register for various 'support plans' through the
web portal. This registration information is simultaneously
inserted into the CRM DB utilizing custom web services. Customers
can then call/chat/email the Quatrro service agents to register
incidents or put across their queries.
These emails, chats or voice calls are routed to the appropriate
agents by AIC. Based on the parameters passed by the AIC to CRM,
the corresponding CRM contact screens are opened for the service
agent. This ensures that the customer service agent is better
informed on the customer and is able to serve the customer better.
In a team of 6, he was involved in -
. Leading the CRM team.
. Pre-Sales activities - presenting demo to the Quatrro
management team; feasibility study.
. Requirements gathering and performing gap-analysis.
. Customizing CRM 3.0 product and designing workflow rules to
suit client requirements.
. Coordinating activities with the offshore team.
. Installing and setting up MS Dynamics CRM 3.0 on the
development environment.
. Redeploying development system on to the test environment.
. Training Customer Service Representatives from Quatrro on
how to use the product.
. Training junior members of the team on MS CRM 3.0
Environment: Microsoft Dynamics CRM 3.0, SQL Server 2000, IIS,
Avaya Integration Centre, Exchange Server 2003
< Implementation of MS CRM 3.0 at Cranes Software Limited, Bangalore,
India
Jul '06 - Aug'06
This project is an implementation of Microsoft Dynamics CRM 3.0 at
Cranes Software Limited. This involves customizations to the
various entities in the product. Customizations were based on the
existing MS Access system at Cranes. Appropriate Sales Process was
set up along with Workflow rules to automate business rules
followed in the company. Also involves understanding of the
different systems that are in place at the customers place and
check on the integrations required with Microsoft Dynamics CRM.
In a team of 4, he was involved in -
. Leading the CRM team.
. Pre-Sales activities - presenting demo to various BU heads.
. Gathering requirements from various Business Units and
performing gap-analysis.
. Migrating data from MS Access system to CRM 3.0.
. Installing and setting up MS Dynamics CRM 3.0 on the test
environment.
. Installing Outlook client for power users.
Environment: Microsoft Dynamics CRM 3.0, SQL Server 2005, Microsoft
Access, IIS
< Implementation of Microsoft Dynamics CRM 3.0 at Sonata Software
Ltd.
Feb '06 - Apr '06
This project was an upgrade from the MS CRM 1.2 implementation.
In a 3 member team, he was involved in -
. Gathering requirements from the Sales Team.
. Presenting CRM 3.0 feature list and customizing the system
for new requirements from the Sales team.
. Presenting the implementation plan in terms of Exchange
Server deployment.
. Implementing the CRM system.
. Setting up 'Outlook Client' on user machines.
. Training end-users on MSCRM.
Environment: Windows XP, Microsoft Dynamics CRM 3.0, IIS,
JavaScript, MS Exchange Server 2003, SQL Server 2000
< Customer Portal for SonnetISV framework
Jan '06 - Feb '06
This project was an enhancement to the SonnetISV framework that
was built on Microsoft Dynamics CRM 3.0. This customer portal
provides an additional platform for the end customers to
interact with the service agents. This allows the customers to
log in cases, view the knowledge base, edit their contact
profile and fill in the customer satisfaction
In a team of 6, he was involved in -
. Gathering requirements.
. Determining the scope of the customer portal and prepared
the requirement specifications.
. Testing customer portal and its integration with MS CRM
3.0.
. Environment: Windows 2003, Microsoft Dynamics CRM 3.0, IIS,
JavaScript, Exchange Server 2003, SQL Server 2000
< Implementation of MSCRM for Microsoft Sales Team (MSCRM 1.2)
March '05 - Jun '05
This project was an internal implementation of Microsoft CRM 1.2
for the Microsoft Sales Team in Sonata. This involved
customizations to the Lead and Accounts entity. A comprehensive
Sales Process was set up along with Workflow rules to automate
business rules followed in the company.
In a team of 3, he was involved in -
. Gathering requirements from the Sales Team.
. Presenting CRM 3.0 feature list and customized the system
as required by the Sales team.
. Presenting the implementation plan in terms of Exchange
Server deployment.
. Implementing the CRM system which includes setting up
'Sales For Outlook Client' on user machines.
. Training end-users on MSCRM.
Environment: Windows XP, MSCRM 1.2, IIS, JavaScript, HTML,
Exchange Server 2003, SQL Server 2000
< Defect Module for Gupta Technologies
Oct '04 -Jan '05
This project deals with the customization of the MSCRM 2.0
application to attune itself to the processes followed by Gupta
Technologies. An event driven 'Defects' Module was developed
that could seamlessly integrate with the existing CRM
application. Additions/Modifications were also made onto other
entities including Cases, Contracts, Contacts, and Products etc.
The system was modified to address the product management
process in terms of release management, versions and builds
management etc.
In a team of 7, he was involved in -
. Gathering requirements.
. Analyzing existing Defect Management system used by the
customer.
. Developing modifications/additions across Contact, Case and
Product entities.
. Preparing process flow diagrams to showcase the ISV
Vertical framework.
. Setting up demo for the customer.
Environment: Windows 2000, MSCRM 2.0, Visual Basic .Net, ASP.
Net, SQL Server 2000, IIS, JavaScript, HTML
< MSCRM - 'SonnetISV' Framework
June '04 - Jan '05
This project dealt with the customization of the existing
Microsoft CRM package to suit the ISV (Independent Software
Vendors) vertical. A new 'Defect' module was added that helps in
extending the Service module of the MSCRM that allowed users to
create a defect and track the same until its resolution. The
'product' entity was modified to cover functionality related to
Product Versions and Product Builds.
In a team of 4, he was involved in -
. Analyzing gaps between the OOB MSCRM system & the specific
processes followed in an ISV.
. Customizing OOB CRM package to suit specific ISV issues
using .Net
Environment: Windows 2000, MSCRM 2.0, Visual Basic .Net, ASP.
Net, SQL Server 2000, IIS, JavaScript, HTML, Exchange Server
2003
< HLL - MRDR (Master Reference Data Repository)
Jul '03 - May '04
Role Played - ASP, VB Developer
< Skill Tracking System
Oct '02 - Jun '03
Role Played - .Net Developer
< Testing Projects
Jan 02 - Sep 02
Role Played - Tester
Languages
. English
. Hindi
. Malayalam
. Kannada
Qualifications/Affiliations
. Bachelor of Technology in Mechanical Engineering (2001) -
Calicut University, India - 70%
International Exposure
. USA
. UK
. The Netherlands
Contact Information
. Email ID : *********@*****.***
. Mobile No : +91-988**-*****(India); +91-988**-*****(India)
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