Customer Service Microsoft Dynamics

Ali Ashraf

Microsoft Dynamics *** CRM Technical Lead CRM–ERP Integration Sales &

Customer Service Solutions Expert

**************@*****.***

Florida, NY 10921

415-***-****

Profile

Results-driven Microsoft Dynamics 365 CRM Specialist with over 10 years of experience in designing, implementing, and optimizing CRM solutions across multiple industries, including Food ERP. Proven expertise in leading end-to-end Dynamics 365 projects, integrating CRM with enterprise systems, and delivering scalable solutions for Sales and Customer Service modules. Skilled in technical governance, ALM practices, Azure DevOps CI/CD, Power Automate, Power BI, and team mentoring. Adept at collaborating with cross-functional teams to ensure seamless CRM-ERP integration, enhance system adoption, and support business decision-making through analytics and reporting. Professional Experience

07/2022 – Present Microsoft Dynamics CRM Technical Lead Rand Group

•Led end-to-end delivery of Dynamics 365 CRM implementations, ensuring alignment with client business goals and technical standards.

•Directed technical governance, code quality, and adherence to ALM practices using Azure DevOps (CI/CD).

•Designed and implemented scalable solutions across Sales and Customer Service modules, integrating CRM with enterprise systems via REST/SOAP APIs and Azure services.

•Mentored and coached CRM developers, improving overall productivity and knowledge sharing within the team.

•Collaborated with cross-functional architects (Applications, Data, Cloud) to optimize solution performance, security, and compliance.

•Oversaw daily technical operations, risk management, and stakeholder updates, ensuring smooth project execution and on-time delivery.

05/2018 – 06/2022 Associate, Microsoft Dynamics CRM Specialist inecta - Food ERP

•Designed, configured, and customized Dynamics 365 CRM solutions tailored for Food ERP clients, including Sales and Marketing automation.

•Built and optimized CRM forms, views, dashboards, workflows, and Power Automate flows to streamline business processes.

•Provided end-user training, documentation, and knowledge transfer, driving system adoption across multiple client organizations.

•Supported CRM change management by refining best practices, improving release cycles, and ensuring smooth post go-live support.

•Collaborated with ERP functional consultants to ensure seamless CRM-ERP integration.

•Delivered CRM reports and analytics using Power BI and SSRS to support decision- making for business stakeholders.

11/2015 – 04/2018 Microsoft Dynamics CRM Expert

Avanade

•Designed, developed, and deployed CRM solutions leveraging Dynamics 365 and the

.NET framework in cloud environments.

•Built custom plugins, workflows, and integrations to extend CRM functionality for enterprise clients.

•Worked closely with offshore/onshore teams, QA, and project management to deliver high-quality, scalable CRM solutions.

•Developed database schemas and PL/SQL procedures for CRM-related data integration and reporting.

•Provided mentoring and technical guidance to junior developers, enhancing team efficiency and technical depth.

•Conducted unit testing and supported UAT cycles to ensure system reliability and performance.

Skills

CRM Expertise

•Microsoft Dynamics 365 Sales & Customer Service

modules

•CRM solution design, configuration, and

customization

•End-to-end CRM implementation and deployment

•CRM-ERP integration (especially Food ERP systems)

•Sales & Marketing automation within Dynamics 365

Soft Skills

•Problem-solving and solution-oriented mindset

•Effective communication with technical and business stakeholders

•Strong documentation and knowledge-sharing

practices

Analytical & Reporting Skills

•CRM dashboards, forms, views, and workflow

optimization

•Business analytics and reporting to support decision- making

•System performance monitoring and optimization

Project & Team Management

•Technical governance, code quality management

•Mentoring and coaching of CRM developers

•Cross-functional collaboration with architects and ERP teams

•Change management and end-user training

•Risk management and stakeholder communication

Technical Skills

•Power Automate (Flow), Power BI, SSRS

•Azure DevOps (CI/CD), ALM practices, version

control

•REST/SOAP API integration

•.NET framework, custom plugins, workflows

•Database design, PL/SQI, data integration

Education

Bachelor's Degree in Computer Science

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