Project Management Customer Service

Location:

Overland Park, KS

Posted:

May 19, 2024

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Resume:

Pooja Damaragidda

Mobile: 913-***-****

Email: ad5s3q@r.postjobfree.com

Professional Summary:

oWith over 5+ years in the IT industry demonstrating a comprehensive understanding of development, operations, and system maintenance.

oProficient in Dynamics 365 CRM development with strong project management and client engagement abilities, showcasing a well-rounded and comprehensive expertise in the IT industry.

oSkilled in configuring and customizing CRM systems, integrating various applications, and developing custom solutions including plugins, extensions, and workflows; adept in troubleshooting and system enhancements.

oExperienced in leading technical issue resolution within production environments, enhancing system reliability and user satisfaction.

oWorked on Advanced cloud engineering project.

oWell-versed in Microsoft Dynamics 365 CRM, PowerApps, ERP applications (ECC 6.0), Oracle 11, S/4 HANA, and programming languages including HTML, CSS, JavaScript, NodeJS, and ASP.NET CORE.

Technical Skills:

Programming: C#, Python, JavaScript, CSS, HTML, ASP.NET Core

Reporting Tools: Microsoft Power BI, Microsoft Excel, Microsoft CRM, Microsoft Power Objects, X++, Visual studio code.

Certifications:

1.Certified by Government for Web Designing and Multimedia.

2.Certification done on PL-900 Microsoft Power Platform Fundamentals.

Work Experience:

I-Giants Inc, Kansas, USA Aug 2023 - Till Date

Software Developer

Responsibilities:

oWorked in Microsoft Dynamics CRM On-premises and Dynamics 365 online, with a strong background in ERP applications. Specialized in CRM system customization, configuration, and enhancement to meet business needs.

oDeveloped and managed complex workflows, business rules, and plugins to automate key sales and customer service processes, reducing manual effort by 50% and enhancing CRM system responsiveness.

oImplemented advanced analytics and reporting features in D365, providing actionable insights.

oOptimized the marketing module in D365, automating lead generation and nurturing processes.

oDirected the deployment of D365 mobile functionalities, enabling real-time access to CRM data for the sales force, and enhancing field service efficiency.

oEstablished a continuous improvement program for D365, incorporating user feedback to regularly update and enhance system capabilities, maintaining high user satisfaction levels.

oCollaborated in cross-functional teams to analyze business requirements and translate them into technical solutions within the Dynamics 365 CRM platform, significantly improving customer engagement and satisfaction metrics.

oDeveloped and deployed custom web resources and controls to extend Dynamics 365 CRM functionalities, improving user interface and interaction capabilities for over 500 end-users.

oEnhanced customer service module efficiency by implementing AI-driven insights and automation within Dynamics 365, reducing response times.

HCL Technologies, Hyderabad, India Nov 2021 - April 2022

CRM Consultant

Responsibilities:

oConducted comprehensive user training for smooth system transitions and provided critical support during go-live phases, ensuring successful system deployment and user adaptation.

oDesigned plug-ins to populate contact and account number on create of new record.

oSkilled in customizing CRM sitemaps for enhanced entity navigation and creating tailored menus, along with expertise in configuring Sales modules and entities like leads, accounts, contacts, and opportunities to align with specific business processes.

oManaged a large-scale data migration project to Dynamics 365, ensuring seamless integration of legacy data with new CRM systems. Utilized Microsoft CDS and Dataverse for effective data management, preserving data integrity throughout the migration process.

oConducted performance tuning and debugging in X++ to enhance system reliability and user experience.

oIntegrated CRM with external systems using API, REST/ODATA, and SOAP endpoints to extend functionality and improve data flow.

oCustomized CRM forms and views, improving user experience and operational efficiency.

oMonitored Dynamics 365 updates and releases, ensuring the CRM system remained up-to-date and functional.

oCollaborated with DevOps for Azure integrations, ensuring seamless operation and security of CRM D365 application.

oEstablished secure connections between Power Apps and Dynamics 365 using Common Data Service, enabling seamless data flow.

Infosys Ltd, Hyderabad, India Dec 2019 - Oct 2021

Technology Specialist

Responsibilities:

oExperience in troubleshooting upgrade and dependency errors, and specialized in Dynamics 365 CRM portal development, including configuration, customization, and creation of custom objects tailored to meet specific organizational needs.

oMastered complex SQL queries to analyze CRM data, driving strategic business decisions.

oDeveloped data models to delineate relationships and dependencies among data entities and implemented middleware solutions like Azure Logic Apps and Microsoft Power Automate for seamless inter-system communication.

oUtilized X++ for advanced data operations, including creating, updating, and querying complex data structures within the Dynamics AX database.

oCreated custom APIs and leveraged existing web services for platform communication and collaborated extensively with users and team members for solution development, testing, and client issue resolution.

oProvided mentorship and technical guidance within the development team, managed project timelines, and maintained effective communication with clients for CRM application enhancements and migrations.

oDemonstrated advanced technical proficiency by leveraging the .NET framework and JavaScript to extend CRM functionalities, integrating Azure Active Directory for enhanced security, configuring SharePoint sites for document management, and optimizing UI/UX for improved user engagement.

oDeveloped a comprehensive user access review process within Dynamics 365, ensuring compliance with industry standards and reducing unauthorized access incidents.

oInvolved in the deployment of Power BI dashboards within Dynamics 365, enabling data-driven decision-making and boosting the marketing team.

Cognizant Technology Solutions: Hyderabad, India Aug 2017 - Nov 2019

Senior Analyst

Responsibilities:

oExpert in leveraging Dynamics 365 CE for optimizing customer service and field service operations, resulting in a 25% increase in service delivery efficiency.

oDemonstrated excellence in configuring and customizing Dynamics 365 CE, employing plugins and JavaScript to enhance user experience and process automation.

oEffectively utilized Power Automate and Logic Apps to streamline business processes, achieving a significant reduction in manual tasks and operational costs.

oAdvanced the company’s technical capabilities through the implementation of PowerApps Portals, enhancing customer interaction and self-service capabilities.

oOperated with significant autonomy, leveraging deep technical expertise in Dynamics 365 CE to guide the strategic direction of projects and make key decisions.

Projects:

Telemedicine web application with 3 tire Architecture:

Developed a Telemedicine System, enabling users to consult doctors online for medical advice and prescriptions, without the need for a physical visit. The PHP-based platform allows administrators to manage and verify doctor and user details, ensuring secure interactions. It features three user levels - Admin, User, and Doctor - each with specific capabilities like registering, managing profiles, consulting, and providing feedback. The system also includes a feedback section for user ratings and comments on doctor services, enhancing trust and credibility. Ticket Sales:

Designed Ticket Sales project utilizing ASP.NET Core MVC, to enhance and streamline the event ticket purchasing experience. This project features an intuitive interface for selecting events, choosing seats, and conducting secure transactions. It efficiently manages ticket inventory, user registration, and provides real-time updates on seat availability and sales. The system also includes advanced administrative functions for event management and detailed sales analytics.

MUHU Rental System:

Developed comprehensive AWS-hosted web-based rental management application, featuring user and property management functionalities, including registration, profile editing, property listing, and rental payment processing. It offers a 24/7 accessible, user-friendly interface with a robust architecture comprising a front-end presentation layer using HTML and CSS, a business layer for core operations, and a database layer powered by DynamoDB or MongoDB. The application effectively utilizes AWS for API development and database management, ensuring scalability and flexibility in rental management tasks.

Education:

University of Central Missouri Missouri, USA

Pursuing Master of Science in Computer Information System and Information Technology May 2022 - Dec 2023 Relevant Coursework: Exploration of distributed data processing models, creation of dynamic web content using technologies like HTML, CSS, JavaScript, PHP, and Python, and emphasizes best practices in software lifecycle management. It also includes an in-depth study of the legal frameworks in information systems, with a focus on intellectual property and compliance, alongside a comprehensive exploration of TCP/IP protocols within networked environments.

Jawaharlal Nehru Technological University Hyderabad, INDIA

Bachelor of Technology in Computer Science and Engineering

July 2013–May 2017 Relevant Coursework: Data Structures, Web Development, Database, C, C++, Java, Computer Networks, Computer Organization, Compiler Design, Java Programming,

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