Dynamics 365 CRM Technical Consultant and Power Platform Expert

Shyam Sundhar

*****.*****@*****.*** +1-718-***-**** Columbia, SC

PROFILE SUMMARY

Microsoft Dynamics 365 CRM Technical Consultant with hands-on experience delivering end-to-end solutions across Dynamics 365 CE, Power Platform, and Business Central for enterprise clients. Skilled in Dynamics 365 customization and configuration, entity modeling, forms, business rules, and security. Strong technical expertise in Power Automate, Power Apps (Canvas & Model-Driven), Power Pages, Dataverse, and Azure integrations using Logic Apps, APIs, and custom connectors. Experienced in developing JavaScript customizations, plugins, C#, AL (Business Central) extensions, and automated workflows. Adept at leading requirement gathering, translating business needs into scalable CRM solutions, and improving processes through automation and data-driven insights. Proficient in Power BI reporting, environment management, solution deployments, and Azure DevOps ALM. Proven ability to work across healthcare, BFSI, and consulting environments, delivering secure, compliant, and high-performance D365 solutions that enhance user experience and operational efficiency.

WORK EXPERIENCE

UnitedHealth Group (Optum) – Remote – Microsoft Dynamics 365 CRM/CE Developer/Technical Consultant

05/2024 - Present

Configured Customized and configured Dynamics 365 CE (Sales, Customer Service) to support UHG’s patient interaction and care-management workflows.

Designed end-to-end Power Automate flows to automate patient case routing, escalations, approvals, and claims-related triggers.

Built Power Apps (Canvas & Model-Driven) for call center teams to streamline patient intake, request submission, and service updates.

Developed Dynamics 365 integrations using Dataverse, Azure Logic Apps, custom connectors, and REST APIs.

Created and maintained detailed documentation for D365 configurations, customizations, and Power Platform solutions.

Implemented Power Pages portals for provider interactions, appointment tracking, and patient self-service.

Applied JavaScript form customizations for validations, business rules enhancement, and dynamic UI behavior.

Worked on C#/Plugins, Custom Workflow Activities, and Dataverse operations to support complex UHG process logic.

Performed D365 administrative tasks including user management, security roles, business units, and environment management.

Led CRM releases and solution deployments through Azure DevOps using ALM best practices.

Built Power BI dashboards to help leadership monitor case aging, SLA compliance, claims processing, and call center performance.

Analyzed healthcare operational workflows and recommended Power Platform automation to reduce manual steps and improve SLA adherence.

Implemented data synchronizations between Business Central and D365 CE using AL/CAL extensions and Dataverse integration patterns.

Conducted deep troubleshooting of Power Automate, plugins, scripts, Dataverse tables, and UHG internal APIs.

Optimized form load performance using scripting, business rules, and solution refactoring within Dynamics 365 CE.

Collaborated with BI, ETL, and integration teams to support data migration and data quality improvements across UHG systems.

Provided training and onboarding for end-users on Dynamics 365 CE, Power Apps, Power Pages, and automated workflows.

Conducted UAT, functional testing, regression testing, and verification for every D365 release using DevOps tracking.

Enabled secure data handling and compliance with HIPAA requirements across D365, Dataverse, and Power Platform solutions.

Championed new CRM features and Power Platform advancements, recommending Microsoft 2024/2025 capabilities to improve system efficiency.

JPMorgan - New York, New York - MSCRM Developer/Power Platform Developer 02/2023 – 04/2024

Designed and maintained database queries and reports to support multiple program areas and administrative functions. Led end-to-end customization and configuration of Dynamics 365 Customer Engagement (Sales & Customer Service) for large-scale banking operations.

Automated complex approval and servicing workflows using Power Automate, reducing manual processing time by 45%.

Designed and deployed Model-Driven Apps and Canvas Apps aligned with banking regulatory requirements.

Built secure, role-based D365 forms, business rules, views, dashboards, improving data visibility for internal banking teams.

Integrated D365 with internal banking systems via Azure Logic Apps, REST APIs, SQL, ensuring smooth data synchronization.

Developed custom JavaScript to enhance CRM UI behavior, field validations, and form performance.

Created complex Power Automate flows handling exceptions, escalations, automated emails, and real-time customer updates.

Configured security roles, field-level security, business units, and access segmentation following JPMorgan risk & compliance standards.

Implemented D365 workflows, SLA rules, service queues, routing rules, improving case lifecycle efficiency.

Built automated banking customer onboarding processes within D365 and Power Platform.

Managed CRM release cycles, solution management, versioning, and deployments using Azure DevOps.

Created Power BI dashboards to monitor customer service KPIs, case resolution metrics, and agent performance.

Collaborated with business stakeholders to gather requirements and convert them into scalable D365 CE solutions.

Enhanced system performance by optimizing views, reducing excessive custom scripts, and cleaning unused entities.

Created and maintained detailed solution design documents, technical specs, and configuration documentation.

Conducted user trainings for Operations, Customer Service, and Financial Servicing teams to ensure effective CRM adoption.

Supported integration of D365 with Salesforce, internal banking apps, and external credit-verification APIs.

Troubleshot and resolved CRM issues, flow failures, security conflicts, plugin errors, and integration failures.

Participated in UAT cycles and coordinated with QA/Business teams to validate CRM and automation enhancements.

Cognizant – Remote - Dynamics 365 CRM CE Consultant/Developer 02/2020 – 05/2022

Delivered end-to-end Dynamics 365 CE customization and configuration across Sales, Customer Service, and custom business modules for global Cognizant clients.

Designed and implemented Power Automate flows to streamline approvals, notifications, customer communications, and backend automation.

Developed Canvas Apps and Model-Driven Apps tailored to client business processes, improving operational productivity.

Created D365 forms, views, business rules, dashboards, charts, and advanced UI customizations using JavaScript.

Integrated Dynamics 365 with enterprise applications using Azure Logic Apps, Azure Functions, and REST API endpoints.

Led CRM requirement workshops with cross-functional business teams and translated needs into scalable D365 solutions.

Implemented security roles, teams, business units, and field-level security aligned with Cognizant’s enterprise governance model.

Built reusable Power Automate templates and automation libraries improving delivery speed across multiple client projects.

Developed D365 Workflows, SLAs, Queues, and Routing Rules to optimize customer service operations.

Supported solution management, solution layering, managed/unmanaged builds, and DevOps pipelines for controlled releases.

Conducted data migration using Dataflows, Power Query, Import Wizards, and KingswaySoft connectors as required.

Created Power BI reports and dashboards for analytics-driven decision-making across sales and service functions.

Documented system configurations, technical specifications, data mappings, and test cases per Cognizant delivery standards.

Conducted testing cycles including SIT, UAT, regression testing, and coordinated defect triage with QA teams.

Built custom validations, UI enhancements, and conditional logic using JavaScript, Plugin logic (C#), and PCF controls.

Developed automated email templates, customer communication flows, and service triggers using D365 and Power Platform.

Optimized CRM performance by reducing form load times, cleaning unused metadata, and improving solution structure.

Collaborated closely with onsite-offshore teams, ensuring seamless delivery under Cognizant’s global delivery model.

Trained end-users and business teams on D365 features, Power Apps, and automation flows to improve CRM adoption.

Provided post-deployment support, troubleshooting issues related to flows, plugins, security, and integrations in live production environments.

TECHNICAL SKILLS

Microsoft Technologies: Microsoft Dynamics CRM 365 (Online & On-Premises), 2016, 2015, Power Platform (Power Apps, Power Automate, Power BI), Office 365, SharePoint Online

.NET Technologies: Microsoft Visual Studio 2015/2017/2019, .NET Framework 4.5+, Azure DevOps, Solution Packager

Programming Languages: C#.NET, ASP.NET, JavaScript, TypeScript, LINQ

Web Technologies: HTML, CSS, JavaScript, jQuery, XML, JSON, FetchXML, Liquid Templates

Database: Microsoft SQL Server 2012/2016/2019, MS Access, Dataverse

SQL Server Technologies: SSRS, Power BI, SSIS

Other Tools: XRM Toolbox, KingswaySoft, Scribe, Postman, Azure Logic Apps, Azure Service Bus, RestBuilder, Plugin Registration Tool, Ribbon Workbench

DevOps & Version Control: Git, Azure Repos, Azure Pipelines, JIRA, Jenkins

Methodologies & Processes: Agile (Scrum), Waterfall, Fit-Gap Analysis, UAT/SIT, ALM Practices

EDUCATION

Masters in Computer Science, Southern Arkansas University, United States

Contact this candidate