Palaniappan Chockalingam

E-mail: adz4v7@r.postjobfree.com Mobile: +1-425-***-****

Palaniappan is a MS Dynamics CRM Techno Functional Consultant and Quality Assurance Engineer with around 13 years of experience in consulting and implementing Microsoft Dynamics solutions.

Experience in delivering high impact business critical solutions primarily for CRM Sales, Marketing and Case management using Microsoft technologies. This includes leveraging business acumen and technical expertise to identify analytical capability gaps, document business requirements, and partner with engineering teams to deliver optimized solutions.

Driving the prioritization process by which decisions are made around final project scope, including influencing road maps and priorities of other teams where dependencies exist.

Expertise in design, configuration and testing of all the modules in Microsoft Dynamics CRM versions from 4.0 to D365 online. Knowledge set includes working in all the modules of Dynamics CRM including Sales, Service, and Marketing.

Customization of views, charts, dashboards, themes, security roles, business units, workflows, Power Apps, Power Automate, Dataverse and building PowerBI reports.

Proficient in analyzing client business requirements for CRM, perform fit-gap analysis and provide solutions.

Expertise in preparing functional requirement documents and effectively translating use cases and requirement into user stories and Product backlog items.

Knowledge in SCRUM/Kanban/Waterfall methodologies.

Managed onshore and offshore teams.

Proficiency in design and implementation of various upstream and downstream integrations with MS Dynamics CRM application.

Expertise in solution packaging, Build deployments and co-ordination with different teams for large scale dynamics CRM releases.

Knowledge in D365 F&O and SCM

Domain knowledge in Banking, Corporate Board & Financial research, Client/ Server Technologies, and E-commerce.

Skill Set

CRM : Microsoft Dynamics CRM 4.0/2011/2013/2015/2016/D365

Database : SQL Server 2005 to 2019, ORACEL SQL developer 18.4

Cloud Platform : Azure, AWS

Power Platform : PowerApps, Power Automate, Power BI

Programing language : Python, JavaScript

Bug Tracking Tools : HP Quality center, JIRA

Testing Tools : Selenium web driver, Soap UI,

Project Management Tool : Microsoft Project, Microsoft VSTF, JIRA, ALM

SDLC : Waterfall, Agile – SCRUM, Kanban, Hybrid

BMO (Bank of the West) Feb 2017 to till date.

Project : Dynamics CRM migration to Salesforce (FSC/PNBB/Service)

Duration : Apr 2022 to Current

Role : Techno-Functional Consultant/Data Analyst

Description : Enterprise CRM application is migrated to three different Salesforce target systems (FSC/PNBB/Service) due to Bank of the west acquisition by Bank of Montreal. Migration data in ECRM is identified based on specific to each LOBs (Commercial, Wealth, Retail and Service). The data is segregated based on business functions and transformed to staging tables and eventually transferred to target system as files through AWS folders.

Responsibilities:

Analyze data migration requirements, Identifying the data to be migrated and reviewing it with Line of business.

Partnered on data migration strategies for each line of business.

Contributed data mapping for all entities based on source MS dynamics CRM system and target Salesforce lightening systems.

Transferring and validating data from production to staging environments for migration.

Participated in data files generation for transfer and validating the data format, data quality and integrity and format for smooth transition.

Cleansing the data in production for successful migration.

Troubleshooting data migration issues.

Analyzing and fixing the data issues as part of the data migration

Preparation.

Successfully executed multiple mock runs before transferring the data.

Participated in mock runs to ensure data quality and volume of data successfully migrated to target systems.

Compared and validated the data in MS dynamics CRM (source) and Salesforce lightening systems (target).

Project: MS Dynamics CRM upgrade from 2016 to D365

Description: MS Dynamics CRM 2016 is upgraded to D365. Converted the classic UI to new unified interface (UCI). Identified and deprecated unsupported functionality.

The application has a lot of customer code in the form of plugins/workflows and dialogs/ SSIS jobs. Each of the components must be verified for compatibility and apply the upgrade as required. The application also has integrations via API call with many other applications across the organization. Dialogs are converted into power automate, business flows and canvas apps. Dashboards are re-factored and upgraded to D365. Created 4 model-driven apps in the unified client interface for all line of business (WMG, CRES, SME, CCB).

Project: Case Management for Commercial & Cash Management

Description: Microsoft Dynamics CRM service management is designed to support incident-based services called cases. The Service Module was customized as per the requirements. This was developed to replace a stand-alone application that was being used which caused redundant effort in entering customer information.

Cases are created via an email received in a general mailbox which are then tracked to CRM and converted to case and are tracked till the resolution.

Project: Leads Integration to CRM through Datahub

Description: Customer or Prospects requesting their interest of product interest through Bank of the West website and those details will be captured and send it to datahub for further transformation of the data and it will send the leads to Enterprise Dynamics CRM for sales team disposition. In dynamics CRM, based on the lead request location and product the leads will be assigned to respective sales team people and email notification will be send to relationship manager and his manager.

Project: Customer/Prospect Integration with MDM

Description: Master Data Management sends all newly onboarded customers and any update of the existing customers in MDM through pusbsub and webservices process. Dynamics CRM staging the data in CRM layer and apply business logics to identify the line of business ownership and PII data update. Also, dynamics CRM process check whether it’s a new customer to CRM system or the customer is already existing in the system.

Responsibilities:

•Analyzes business requirements, user stories, use cases for development and testability.

•Design and review integration, migration, and functional architecture.

•Participated in identifying and weighing user stories for the releases.

•Developing proof of concepts before any new feature implementation.

•Ensure agreed scope of work is delivered on time and meets quality standards.

•Identify potential risks/issues during the delivery and recommend appropriate mitigation/escalation path.

•Coordination of Business as usual (BAU) releases which includes demo to business teams, UAT support and signoff.

•Ensure and manage all project methodology and phases which includes, (Initiation, Implementation, Planning, Tracking, Execution, Reporting & Defect management)

•Review and approve test strategies, test plans including scope, test methodology and test case design for manual and automated testing.

•Implemented test automation framework for functional, regression, backend and web services testing using selenium, bank owned custom DB tool and SOAP UI respectively.

•Perform the root cause analysis of issues, identify bottlenecks and work with development teams in resolving them.

•Perform detailed Data Analysis, Data Cleansing, Data Reconciliation and Data Integrity using SQL.

•Troubleshooting integration issues with support of webservices, MDM, DevOps, Datahub and Touchpoint teams.

•Develops data quality metrics/ standards that identify gaps and ensure compliance with standards across the enterprise.

HCL Technologies Ltd., Aug 2010 to Feb 2017

Project : MS Dynamics CRM implementation

Client : Bank of the West

Location : San Ramon, California, USA

Role : Lead consultant/QA delivery

Description : ECRM is implemented to integrate with an extensive list of customer information systems to present a 360-degree customer view to the salespeople using the tool. ECRM will permit bidirectional exchange of referrals with other systems in the bank, and the sharing of referrals between different LOBs in the bank. ECRM developed to increase revenue and customer satisfaction by improving sales and prospecting capabilities of the sales teams. A well-integrated CRM tool provides our sales teams with a more complete picture of the customer relationship that better ensures customer needs are recognized and met, which leads to increased customer satisfaction, as well as increased sales.

ECRM is implemented for different line of business (RBG, CBG, WMG, Mortgage and BIWS) in the bank. Each group sales process is different, but customer information is shared across the groups in the bank to improve sales efficiency.

Project : AdCRM – Sales

Client : Microsoft

Location : Bellevue, Washington, USA

Role : Project Manager/QA Lead

Description : Ad CRM is the Customer Relationship Management system for MSN Ad Sales which tracks and maintains orders, accounts and contacts. It enables Sales, Service, Support and Marketing teams to work with customers, move them through the sales pipeline, execute orders and provide support. It captures and tracks capabilities of lead information on potential customers to Microsoft advertising. It provides forecasting or ‘pipeline’ information on accounts and potential and realized advertising deals. It is used by Sales, Service, Support and Marketing teams worldwide.

Project : ConnectUs – Case Management

Client : Microsoft

Location : Hyderabad, Telangana, India

Role : Senior Consultant

Description : ConnectUs is a CRM system used to manage, monitor, and track service management processes for Microsoft’s Partner’s Network (MPN). The system is intended for Microsoft’s Partner Technical Consultants (PTC) and was extended to Microsoft’s Vendors who also support MPN. ConnectUs is an enhancement project, and it contains several releases.

Responsibilities in HCL tenure:

•Review test strategies, test plans including scope, test methodology and test case design for manual and automated testing.

•Create and execute test cases, test scripts, capture test results, test metrics and produce test reports for both automated and manual testing.

•Create and review test scenarios, test cases and test scripts which fully test new integrations or enhancement of existing functionalities or production issue fixes.

•Perform functional, regression, sanity, Integration, compatibility, Database, System, API, Mobile and E2E testing on all dynamics CRM new integration. projects/enhancements/change request/product issue fixes

• Lead and mentor QA team members, as well as manage outside contract testers.

Produce daily and weekly Quality Assurance testing status reports and metrics for all active projects.

•MTP & MPP preparation

•Driving Triage meetings

•Coordinating and helping teams to achieve their tasks.

•Coordinating with onsite teams and clients.

•Giving functional KT to the team.

•Supporting UAT execution.

•Code coverage analysis using VSTF.

•Automation - CodedUI implementation.

BoardEx India Pvt Ltd., Sep 2005 to Aug 2010

Projects : BoardEx, eServices – Widget, BoardEx Toolbar, RCM – Input Application, Widget & Permission, Management Research Application, BoardEx User Management, Data Access Service

Location : Chennai, Tamil Nadu, India

Role : Software QA Team Lead

Description : BoardEx is a "people database" that contains all publicly disclosed information relevant to the analysis and composition of boards. There are over 300 separate data items available on a company. This includes compensation, key financial statistics, ratios, addresses, advisors, demographics, employment history, professional qualifications, achievements, and clubs/memberships. BoardEx's analysis compares boards and directors of publicly quoted companies. Geographical areas covered include Europe (including the UK) and North America. BoardEx provides daily updated information on quoted company boards through online search analysis facilities. BoardEx covers over 150,000 board level directors and senior level managers of over 9,000 quoted companies.

Educational Qualification

Post Graduate program in Data Science and Business Analytics

Texas McCombs School of Business Oct 2022 - June 2023

Master of (Information Technology & Management) 2000 – 2002

Madurai Institute of Social Sciences, Madurai Kamaraj University

Bachelor of Commerce 1996 – 1999

Saraswathy Narayanan College, Madurai Kamaraj University

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