CRM and Business Analyst - Investors in People
(2024-11 - 2025-06)
My work with Investors in People focused on the core system (Dynamics CRM) and business analysis; gathering requirements and writing user stories by engaging with the business and other stakeholders in order to identify, understand and communicate customer need to inform ongoing CRM development while ensuring that all key stakeholders are consulted and informed of updates, changes and enhancements.
Junior Software Consultant - FormusPro
(2023-08 - 2024-10)
In this position, I expanded my knowledge of MS Dynamics 365, working at all stages of the project lifecycle. From calls with potential clients discussing requirements and building a proof of concept solution, through to continued support once a project had been completed.
- Creating and customising a solution, environment, tables, views, model-driven apps, entity relationships
- Some experience in the Azure environment
- Business process flows, business rules, cloud flows, JS web resources, function apps
- User roles and security profiles
- Some experience with SSRS and SSIS
- Customer engagement
- Keeping in contact with client on updates to project work using emails and DevOps
- Discussing ongoing requirements and changes to the proposed solution over the course of the project
- Some experience using costing spreadsheets for project estimates
- Time on support helpdesk leading to confidence in examining a new and novel solution
- Working as part of a team to identify and fix larger scale problems
- Using external tools where needed such as LevelUp and XRM Toolbox
Systems Developer - Feedwater Ltd
(2021-03 - 2023-07)
- Acted as the primary resource during the migration from IBM Notes to Microsoft technologies, mapping existing processes, exporting legacy data, and collaborating with departments to design solutions in the new environment
- Led cross-department workshops to gather requirements and identify opportunities for process improvement within Microsoft platforms
- Developed expertise in the Microsoft Power Platform, delivering:
- Process improvements using Power Apps
- Data analysis and reporting through Power BI
- Task and workflow automation via Power Automate
- Contributed to the implementation of Microsoft Dynamics 365 CRM from October 2022, supporting the modernization of sales processes, data storage, and field service reporting
- Assisted with requirements gathering and translated business needs into actionable development stages for D365
- Performed initial D365 configuration and worked across Development, Functional Acceptance Testing (FAT), and User Acceptance Testing (UAT) environments
- Tracked development tasks and objectives using Azure DevOps
- Designed and maintained custom tables, modified standard D365 tables, and ensured accurate migration of legacy data
- Built Business Process Flows and implemented background automation using Power Automate
- Managed end-to-end data tracing to ensure process and reporting integrity
- Created and maintained Business Units and Security Roles, aligning access with business requirements
- Communicated technical changes and progress clearly to non-technical stakeholders
- Focused development efforts on Sales and Field Service modules within D365
- Developed JavaScript web resources for advanced automation beyond Power Automate capabilities
- Built model-driven apps using D365 data and canvas apps to automate manual, time-consuming business processes
Systems Development Assistant - Feedwater Ltd
(2018-11 - 2023-07)
- Promoted to Systems Developer within two years, with increased responsibility and autonomy in shaping the role
- Served as first-line IT support across the business, resolving day-to-day technical issues
- Administered the company's Microsoft 365 estate, including oversight of online services and environments
- Procured, configured, and deployed hardware for new starters, ensuring timely onboarding
- Managed Active Directory accounts, including user setup, access control, and maintenance
- Regularly collected, analysed, and presented SQL-based data to directors and sales teams to support decision-making
- Built and maintained SQL queries using SQL Server Management Studio (SSMS) to extract and refine raw datasets
- Transformed complex data into clear, actionable insights using Power BI, Dynamics 365 dashboards, and Microsoft Excel
- Supported the organisation's transition further into the Microsoft ecosystem, aligning reporting and data practices with modern platforms
Admin Assistant/Scheduler - Feedwater Ltd
(2015-11 - 2023-07)
- Initially hired as a part-time, temporary administrator, covering multiple roles within the Admin Team; promoted to a full-time position in February 2016
- Transitioned into a defined role within Support Services as a Scheduler
- Planned and scheduled work for 15 field engineers, balancing ongoing contracts and one-off jobs to meet customer requirements
- Maintained and updated the company database, ensuring accurate and timely data entry
- Liaised directly with customers to understand and accommodate site-specific requirements
- Contributed to efficiency and productivity improvement projects across the business
- Played a key role in a profitability assessment, extracting and analysing contract allocation data using Microsoft Excel
- Led a project to redesign work planning for a major contract holder, reducing nationwide travel time and delivering cost and time savings for both the company and the customer
- Spearheaded a data quality initiative to audit, cleanse, and update high-volume contract data, improving accuracy and reliability
- Developed foundational knowledge of CRM principles and data management, which informed and supported future system development roles
