Microsoft Dynamics CRM Business Analyst, Functional Administrator

Microsoft Dynamics D*** CRM CE, AIdriven automation expert,

AI Copilot Administrator, Power Platform Senior Technical Business Analyst

Name: Sami Ullah Mir Mobile: 347-***-**** Email: ************@*****.*** Address: Merrick, New York 11566

LinkedIn: https://www.linkedin.com/in/sami-mir-73062b55/

Career Objective:

Microsoft AIdriven automation copilot expert, Microsoft Dynamics D365 CRM hands-on Senior Business Analyst. D365 CRM Marketing Specialist, Microsoft Power Platform senior SME, CRM Integration Expert, Power BI specialist, CRM UI Configuration Manager, CRM, Views, Flows, Dataverse, Business Process Flows, Dashboard. Data import/export. D365 CRM User Admin Center Administrator

Certified (MCTS): Microsoft Dynamics CRM 2015 Application, Installation, & Customization

Summary:

Experience implementing AIdriven automation and transforming CRM operations through Microsoft Copilot capabilities.

Senior Dynamics CRM hands-on Technical Business Analyst.

Designing Copilotpowered workflows, instructing teams on generative AI best practices, Creating Copilot prompts, and integrating Copilot into enterprise CRM strategies.

D365 CRM Marketing Specialist to create Segments, Events, Customer Journey and Email Templates.

Responsible to manage large number of CRM users their access, configuration issues.

Assigned DevOps tasks to CRM Power Platform Developers, customizers, and other analysts including assignments to myself.

Expert in Power Platform Admin Center to manage D365 CRM instances licenses.

Expert in Power Platform Solution to deploy from Dev to Staging to QA to UAT and finally Prod instance. Up to date with the company changing management policy.

Upgrades experienced Microsoft Dynamics CRM, Migration from on-premises to cloud.

Microsoft Copilot AI Experience:

As a Dynamics 365 Customer Engagement (CE) and Copilot expert, I bring extensive handson experience implementing AIdriven automation and transforming CRM operations through Microsoft Copilot capabilities. I specialize in optimizing customer journeys, accelerating sales productivity, automating service processes, and enabling datadriven decisionmaking by leveraging Copilot across Sales, Customer Service, and custom CE apps. My expertise includes designing Copilotpowered workflows, instructing teams on generative AI best practices, Creating Copilot prompts, and integrating Copilot into enterprise CRM strategies to increase efficiency, quality, and enduser adoption.

Work Experience:

Microsoft Dynamics CRM Functional Lead

Mphasis Troy, Michigan June2026-Present

Working with Mphasis as a Microsoft Dynamics CRM Functional Lead to support the end Client "Flagstar National Bank" I work with the Flagstar Bank Stakeholders on a daily basis to gather requirements and translate them into CRM Functional Tasks and work with Additional CRM Team Members consisting of Business Analysts, Functional Administrators and Developers to build the D365 CRM User Interface by Configuring Tables, Columns, Tabs, Sections, Headers, Sub-Grids, SharePoint Integration, Timelines, Security Roles, Teams, Business Units, Role Base Security Forms, Dashboards, Views, Reports, Charts, Dashboards, Flows and Dataverse.

Microsoft Dynamics CRM Technical Business Analyst

Maven Technologies Phoenix Arizona March2024-April 2025

The Project was to work for the City of Phoenix for the Parks Department. As an AI Copilot expert I created number of prompts, using copilot automated flows and email auto response. I was the Technical Business Analyst, the task was to migrate City Of Phoenix legacy system to D365 CRM CE. I converted workflows to Power Platform flows used copilot where it was necessary, created business rules, integrated Power BI dashboards, and handled security configuration. Meeting with business stakeholders, adding and managing user stories with business and technology team. Where necessary I worked as a customizing manager to come up with an appropriate business rule, table relationships, workflows.

Microsoft Dynamics CRM Data Analyst

Source America Vienna, Virgina June2023-September 2023

I was responsible for performing the Data Imports from FOA to D365 CRM, Worked closely with the NPA's for the Source America Non-Profit Network to help and manage Product Services within D365 CRM, CE it was for the AbilityOne Program from the Federal Government, Prepared and Edited Data Source (FOA) File daily before importing to D365 CRM. Review and resolve data issues Creating Tables, Columns, Forms, Views, Dashboards, Reports, Workflows, Business Rules. Power Platform to create flows, Tables, Views, Columns, Business Rules, and BPF. Translated Business Requirements into CRM Functional tasks.

D365 CRM CE Senior Business Analyst and Administrator

Payworld New York, NY June 2022-March 2023

This Project was for Infosys: supporting the end client Microsoft. Dallas TX, working through ticketing system to resolve D365 end clients access, data, configuration issues. Also, did UI customization, views, reports, dashboards and trained the D465 CRM users.

D365 CRM CE Senior Business Analyst

Mprogen System Inc Feb 2022 April 2022

Assigned by Infosys on a project for Spinakr solution

Migrated D365 CRM from On-Prem to cloud. Converted where possible to the latest Power Platform technology. CRM Admin Updating GAP Analysis, configured, CRM UI’s, Sub-Grids, Data modeling, charts, integrated Power BI Dashboard. Configure Business Rules, Dataverse. Re-adjusted CRM sitemap.

D365 CRM Technical Business Analyst and Administrator

Enterprise Solutions Inc. New York June 2021- December 2021

This Project was for Wipro Limited. Set up the Power Platform environment for the developers and myself to move over everything from legacy to new technology Power Platform. Worked with the IT team to deploy D365 CRM, created Staging, QA, UAT D365 CRM Power Platform Sandbox environments. Created table relationship in D365 Power Platform Dealing with Customers directly over phone calls to help troubleshoot issues they had been facing and providing feedback and solutions to help resolve their issues.

Microsoft Dynamics CRM Administrator

Mechosystems - Long Island City Jan 2019 to June 2019

I worked on a critical time limited project to enhance existing Dynamics CRM 365 online.

My responsibility was to review existing User Interfaces, Views, Reports, Dashboards, Business Rules, Workflows and Dialogs. I made changes to each CRM object and created several new UI, Business Rules and workflows. Created several views, reports and dashboards. Configured D365 CE Security model.

Microsoft Dynamics CRM Business Analyst and Administrator

State of Texas, Austin Texas Jan 2018 to Dec 2018

State of Texas Dynamics CRM project is to help improve the State WIC program (Women Infant Children), pregnant and low-income women who have children by giving them food items depending on their age from newborn to child. My role was to work with State of Texas to make sure there is no performance or user issues. Manage all product related documentation within TFS and SharePoint. Was responsible for customizing entities and entity relationships.

Microsoft Dynamics CRM Administrator.

Nova Southeastern University - Davie Florida Feb 2017 – Dec 2017

Product Bundle Configured Server-Side Synchronization with Exchange/Outlook. Developed at least twenty-five complex Power BI reports and integrated with Dynamics CRM 2016. Nova Southeastern University wanted to use Mapped CRM 2011 data into Dynamics CRM 2016 Account, Contact, Opportunities, Leads, Cases, Activity, and number of custom entities. Daily CRM Project meetings with several international CRM users and development team.

Microsoft Dynamics CRM Administrator

iQor – Parsippany New Jersey June 2016 – Jan 2017

Migrated Salesforce CRM into Dynamics CRM. Configured Product Hierarchy in CRM, Product Family, Product Bundle Configured Social Insights View for Account and Contact Entity. Created step by step guide on how to integrate Social Insight View with Dynamics CRM. Working with a 3rd party vendor to integrate Telephony system with Dynamics CRM 365. In addition to this, each call is recorded in CRM for incoming outgoing data integration with Dynamics CRM. Created Word Template Account and Customer Tier sheet to snapshot a company profile. Sales lead is used prior to meeting with client. Customized CRM UI’s, Sub-Grids, Data modeling, SSRS reports, and charts. Review daily exception reports; investigate issues and work with team to resolve. Responsible for running CRM Project-related meetings and meetings with business & IT.

Microsoft Dynamics CRM Technical Business Analyst

State of Maine Portland, Maine January 2016 – May 2016

Mapped data from Flexi, Melina and Copax to Dynamics CRM O365 On-line. Created number of SSIS/Kingsway soft packages to migrate data from Flexi, Melina, Copax, Excel files, CSV files. Created number of workflow diagrams to map their existing business flows into Microsoft Dynamics CRM O365 workflows, dialogs and business process flows. Sales lead is used prior to meeting with client. Worked with UAT, QA team to test requested functionality and to help resolve bugs. Created short training video on how to log actions in CRM as an activity, how to set up meetings. Configured Pipeline Dashboard for the team led and company executives that showed trends over time.

Microsoft Dynamics CRM Technical Business Analyst

Dominion Dealer Solutions Indianapolis June 2015 – December 2015

Responsible for monitoring CRM related daily jobs, Web Portal and accounting systems. Review daily exception reports; investigate issues work with team to resolve. Fulfill daily CRM View requests for the sales team. Export CRM data to xls and PDF for the sales team Created short training video on how to log actions in CRM as an activity, how to set up meetings, how to add notes, create personal views, share views and how to synchronize with Outlook. Created Pipeline Dashboard for the team led and company executives that showed trends over time. Re-adjusted CRM sitemap to remove/add necessary CRM Sitemap components and adjusted CRM Ribbon menu as per business needs.

Microsoft Dynamics CRM Administrator

Altiostar – Tewksbury Massachusetts March 2015 – June 2015

Worked on a short project to support Altiostar MA office MS Dynamics CRM 2015 with UK. We used Existing deployment method to keep Web Server in UK but main Web and SQL in the Tewksbury MA office. Specialists gather business requirements and then work with CRM project team to deliver.

Supported over 156 CRM users, more than 60 offline using Outlook Express. Moving US based home grown excel data, and Sales Logics to MS Dynamics 2015. Configured Server-Side Synch with Outlook Contact, Emails, Task, and Appointments. Mentored daily jobs run overnight to update CRM database.

Computer Skills:

Microsoft Power Platform all tools, Dataverse, Microsoft Flows, Microsoft Dynamics CRM, SQL, Power BI integrated CRM.

Education: B.A. from NYC Queens College in Accounting and Information Systems 2015.

AAS Associate of Science in Business Administration …Graduated 2008 from LaGuardia Community College City University of New York

High School Graduated: June 2005… William Cullen Bryant High School Queens New York

Certified: MCTS Microsoft D365 CRM 2015 Application, Customization and Installation

Language Skills: Proficient in English as a native language

Legal Status: U.S. Citizen

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