Techno-Functional Consultant Customer Engagement

Adrian M

Microsoft Dynamics *** CRM Developer Techno-Functional Consultant

+1-972-***-**** • *****************@*****.***

Plano, TX 75075 USA

SUMMARY

With 9 years of experience as a Lead Techno-Functional Consultant, I specialize in delivering customized Dynamics 365 CRM solutions that enhance customer engagement, streamline business operations, and support data-driven decision-making. Proficient in Dynamics 365 Sales, Customer Service, and Field Service modules, I have successfully implemented CRM strategies across industries including retail, healthcare, and finance. I excel at aligning business objectives with technology through effective data integration, workflow automation, and user enablement ensuring long-term adoption, system performance, and compliance. SKILLS

• Microsoft Dynamics 365 CRM: 7+ years configuring, customizing, and expanding Dynamics 365 Customer Engagement (CE) modules.

• Requirements Gathering: Lead discovery sessions to capture business needs and translate into actionable deliverables.

• Business Process Mapping: Document workflows across sales, finance, and operational teams.

• Chart of Accounts (COA): Strong understanding of COA structures and financial data mapping across business units.

• Agile/Hybrid Methodologies: Experienced working with developers, backlog prioritization, and change request management.

• UAT & Deployment: Coordinate user acceptance testing, end-user training, and deployment support.

• Reporting & Dashboards: Build CRM reports and dashboards using built-in tools and Power Platform.

• Collaboration: Partner with stakeholders to define requirements, validate solutions, and drive CRM optimization.

• Tools: Azure DevOps, Jira, Confluence, Lucid chart.

• Communication: Excellent written and verbal communication skills for stakeholder management.

• Healthcare & Medicaid: Direct experience in regulated environments with patient and financial data.

• On-Prem CRM Development: Custom plugin design & deployment

• Plugin Integration: Build, test, and maintain on-prem CRM extensions EXPERIENCE

CRM Techno-Functional Consultant

Armanino Remote June 2023 – Present

• Led discovery sessions with business and technical stakeholders to gather detailed requirements for Microsoft Dynamics 365 CRM enhancements.

• Developed functional specifications, user stories, and acceptance criteria aligned with business needs.

• Partnered with developers to validate CRM configurations and customizations, ensuring alignment with technical requirements.

• Designed and maintained CRM dashboards and reports using native Dynamics 365 tools and Power Platform.

• Ensured data integrity and compliance with industry standards including HIPAA for healthcare clients.

• Designed and implemented custom plugins for on-premises Dynamics CRM to enhance system capabilities and automate complex business logic.

• Ensured seamless integration and optimal performance of on-prem CRM solutions through robust plugin development, testing, and deployment. Senior CRM Developer

Dynavistics Mar 2019 – June 2023

• Gathered and documented business and functional requirements for CRM implementations.

• Configured Dynamics 365 CRM data structures, workflows, and business rules to streamline healthcare operations.

• Conducted training and UAT sessions to ensure user adoption and process optimization.

• Collaborated with stakeholders to manage CRM roadmap, prioritize enhancements, and execute change requests.

• Developed and implemented custom PCF (PowerApps Component Framework) controls to enhance user interface and functionality within Dynamics 365 CRM.

• Created custom pages using JavaScript to deliver tailored user experiences and improve interaction workflows in CRM applications.

• Built secure RESTful APIs to streamline data integration between CRM modules and external systems.

• Successfully implemented and customized On-Prem CRM solutions to meet complex business requirements.

Dynamics 365 Developer

Wellfit Technologies Aug 2017 – Mar 2019

• Mapped complex financial processes and configured Dynamics 365 to support COA structures and regulatory compliance.

• Created functional specifications and user stories to guide development teams.

• Designed CRM dashboards for liquidity, revenue trends, and financial risk analysis.

• Managed stakeholder meetings to align evolving requirements with CRM capabilities.

• Designed, implemented, and maintained advanced SSRS reports, ensuring timely delivery of actionable insights to stakeholders.

• Managed full lifecycle support for On-Prem CRM environments, including system integration, performance tuning, and stakeholder training.

EDUCATION

Bachelor’s in Computer science

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