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Dynamics CRM

Los Angeles, California, United States
September 26, 2019

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Joanna S. Jiang

*** * **** **, *** Angeles, CA **007 740-***-****

Microsoft Dynamics CRM Business Analyst

2+ years CRM/XRM Implementation experience


• MS focus on Information Systems, with in-depth knowledge of software development full life cycle (SDLC)

• Expert of Microsoft Dynamics CRM with 2+ CRM implementation experience; Familiar with end to end development with the use of OOTB, Custom Sales, Marketing Service Module of D365 and XRM knowledge

• Successfully built up CRM platform supporting community care facility and hospital internal business operation teams

• Provided post-discharge care service to 10,000 active clients and over 8,000 fillings annually as the result

• Proficiency with SQL, JavaScript, HTML, Excel, ETL tools (SSIS, SSRS, SSAS), Scribe, Power BI, tableau

• Experienced in MS Dynamics CRM 2013/2015/2016/365 and SharePoint 2013

• MS Azure cloud platform with numerous file storage

• Prior development experience in SQL server, client/server application, web application

• Communicated effectively with all levels of management, stake holders and development team

• Working effectively both as an individual and team contributor

• Quickly adopted to new business domain and technology with passion for learning PROFESSIONAL EXPERIENCE

National University Hospital Singapore

CRM Business Analyst Sep 2016- Aug 2018

• Improved client enrollment rate by 40% for a regional key assisted living facility by implementing CRM solutions

• Increased revenue growth by at least 10% for the assisted living facility by optimizing CRM solutions

• Conducted interviews with key users to gather business requirements

• Developed and incorporated profound understanding of client factors to drive the CRM Implementation

• Applied understanding of project requirements to execute day-to-day implementation

• Created ETL packages using SSIS for data migration from SAP/Oracle databases

• Applied understanding of organization and functions to support internal and external customer requests

• Improved user experience UX by customizing forms, views, reports, dashboards

• Performed configuration, customization and security role setting using out of box customization tools

• Performed data modeling through customization of entity and relationship

• Designed business rule and workflow to handle business logic and requirements Technologies: MS Dynamics CRM 2016, SharePoint Server 2013, MS SQL Server 2014, Exchange Server 2013, CRM 2015 for Outlook Client, Plug in, Web services, SSIS, Power BI International Monetary Fund (IMF) Washington, DC

Annual Meeting Business Analyst Intern Feb 2015 – May 2016

• Delivered 5+ projects ranged from small to large scale projects using Waterfall or Agile Methodology

• Gathered business requirements from stakeholders and converted them to technical requirements

• Held weekly meeting with project manager on project process and any issues or concerns

• Collaborated with business and PMO to produce charter, scope, and status documents

• Built new web pages via web content management system (CMS) to display description and schedule for 5 culture events

• Customized and developed MS Dynamics CRM Solution, system security, user defined Entity, client extensions, BI dashboards and reports, workflows.

Technologies: MS Dynamics CRM 2015, MS SharePoint 2013, MS SQL Server 2012, Exchange Server 2007/2010/2013, CRM 2015 for Outlook Client, Plug in, Web Services, JavaScript, SSIS EDUCATION

University of Southern California Los Angeles, CA

M.S. Gerontology Dec 2019

George Washington University Washington, DC

BBA. Information System Technology Management, Magna Cum Laude May 2016 CERTIFICATIONS

• MB2-704 Microsoft Dynamics CRM Application,

• MB2-716 Microsoft Dynamics CRM Customization and Configuration TECHNICAL SKILLS

Operating System: Windows 8/10/XP/Vista 8.1, Azure Applications: MS Dynamics CRM 2015/2016/365, MS SharePoint 2010/2013, MS Office Suite (Excel, Outlook, PowerPoint, Visio, Project), MS Exchange Server

Programming/Scripting Languages: JavaScript, SQL/T-SQL, HTML, VBScript, C#,,, PowerShell, Database Systems: MS SQL Server, MS Access, DB2, MySQL Development tools: MS Visual Studio, SSIS, SSDT, Power BI, SSRS, BIDS Project Methodologies: Software Development Life Cycle (SDLC), Waterfall, Agile

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