Techno-Functional Consultant (Team Consultant) at Infotel India Pvt Ltd (2022-01 – 2025-01)
- Defined and addressed custom business requirements and high-level issues across various client regions
- Planned and oversaw Delivery Excellence Services Programs and Projects
- Worked extensively with the Dynamics 365 Marketing module
- Configured marketing automation, real-time customer journeys, and lead targeting strategies
- Designed and managed marketing segments using both dynamic and static lists for personalized outreach
- Planned and executed marketing events, including event setup, registration processes, and engagement tracking
- Developed new project concepts and schedules in collaboration with the Methods Program Manager
- Facilitated daily stand-up meetings and conducted weekly/bi-weekly agile sprints with teams of 6+ members
- Employed Scrum Agile methodology including Daily Scrum Meetings, Sprint Backlogs, and 1-on-1 meetings
- Addressed and resolved issues according to SLA guidelines, managing escalations and maintaining compliance
- Managed project scope and schedule changes with proper communication and documentation
- Reported weekly on project status, progress, upcoming steps, issues, risks, and management scope
- Tracked and managed project timeline escalations from both internal and external stakeholders
IT Analyst (Functional Consultant) at Apex Solutions Inc. (2020-04 – 2021-12)
- Defined and addressed custom business requirements and high-level issues across multiple client regions
- Analyzed both technical and functional requirements to ensure alignment with business needs
- Resolved issues in accordance with SLA guidelines, managing escalations and maintaining compliance
- Conducted root-cause analysis for critical issues in collaboration with leads and managers
- Worked extensively with the Dynamics 365 Field Service module to enhance service delivery
- Updated and resolved tickets in the Incident Management Tool adhering to guidelines and protocols
- Monitored server and database performance, particularly during high-demand periods
- Utilized cloud-based infrastructure technologies including EC2, VPC, S3, RDS, and ELB
- Executed snapshot management, template management, and security group adjustments on cloud drives
- Facilitated data transfers between public and private cloud environments
- Administered Windows Server 2003/2008, database servers, and application servers in cloud environment
Functional Consultant at Global Aid CRM (2019-04 – 2020-03)
- Planned and executed server-side and client-side customizations based on finalized requirements
- Configured Microsoft Dynamics CRM 2016 to meet specific business needs
- Designed and developed applications using Microsoft Dynamics CRM
- Collaborated with functional consultants to capture and implement application requirements effectively
- Addressed and resolved complex technical issues related to Microsoft Dynamics CRM 2016
- Managed integration processes with other applications to ensure seamless data flow
- Conducted data migration activities to ensure accurate and efficient transfer of information
- Executed installation procedures for MS CRM Server and related components
