I am a Microsoft Dynamics CRM product expert with experience in deployments and upgrades ranging from 4.0 to the latest 2016 online version. A result-driven CRM lead/Lead Business Analyst with over 10 years’ experience in the private and public sector. I possess well blended techniques (functional and technical); which increases my capacity to solve problems and add value. I facilitate Dynamics CRM requirement, process and data migration/integration workshops and carry out the analysis to build RTM’s, process models, interface specifications; mapping them to MS Dynamics CRM. I am also, skilled at customizing and configuring the platform. I customize entities and its sub-components (fields, forms, charts and views). Using the OOTB Dynamics UI tools (BPMS), I also configure business processes, business rules, security profiles, enable entity features and create the required relationships between entities. I have a proven ability to lead, motivate, communicate and successfully engage challenging stakeholders Functional Skills • Agile methodology • Prince 2 • Prince-Agile • MS Dynamics Sure Step • Business analysis process model-Business process mapping and process re-engineering • Stakeholder analysis and management • RAID (risks, assumptions, issues and dependencies) management and analysis • Business and systems requirement elicitation skills and techniques; document analysis, brainstorming, interviews and questionnaires • Process improvement using LEAN Six Sigma methodology to produce ‘To be’ processes • Application of traceability matrix to reconcile/trace solution to requirement • Proficient at developing project UAT test scenarios • Excellent understanding of Change Management Framework Technical Skills • Configuration of business processes and workflows in Dynamics CRM • Customizing entities, fields, forms, charts and views • Data Management and Data Auditing • CRM Admin and IT Support • Troubleshooting • Software Testing (Functional and non-functional) • Data mapping and migration • Building Integration models (Patterns and messaging principles) • ICT Modeling and Architecture • MS Office tools - (PowerPoint, Access, Excel, Word, Visio, Outlook) • UML and BPMN

Key Skills
  • CRM
  • Business Analysis
  • Prince 2
  • • RAID

Work Experience

MS Dynamics 365 Lead Functional Consultant

Ciber UK1.5 Years

I built the RTM and functional design document for the solution and managed the development team for the SABBWMS project. I also, trained Functional and Admin users on the wealth management and commercial banking solution built for SABB. This also included integration with Teradata, HUB, CCM, SFE and CIM. I am Leading the functional design and development activities on the MetaPack project. This involves replacing the salesforce platform with Dynamics CRM online 2016. I built 80% of the sales and marketing solution for MetaPack and managed activities around the entire build. The entire solution, was built to serve; sales, services, project services and marketing including JIRA integration. Responsibilities • Executing CRM Admin activities (Enabling audit settings, configuring duplicate detection rules, enabling duplicate detection settings, setting up users/teams, email configuration for users, building queues, creating custom dashboards, views and charts, configuring email and skype B integration) • Training Functional and Admin users • Developing training manuals • Building a training synopsis and a training needs analysis matrix • Managing UAT and Floor walking • Facilitating monthly demoes (‘show and tell’) • Managing development activities using TFS • Writing out user stories, tasks, task estimations and assigning tasks to team members for each sprint • Customizing new entities • Configuring the sales business process (i.e. Leads, opportunities, quotes, projects, contracts and invoices) • Configuring the marketing process (i.e. campaigns, marketing lists and prospects) • Customizing forms for contacts, accounts, Leads, opportunities, projects and cases • Creating email templates for sales, services and marketing • Goal Metrics Configuration • SLA Configuration • Building the product catalogue • Translating functional requirements to technical design • Standing as the bridge between the business and IT • Building the Functional Design document for SABB and Metapack • Building the RTM’s • Facilitating process workshops • Building processes (i.e. Enterprise sales, Corporate sales, services, Q2C, Customer delivery framework, prospect qualification and assignment, communication approval process) • Facilitating design workshops • Supporting data integration and migration workshops • Obtaining business sign off on design and development activities (i.e. show and tell(s), sprints, UAT, discovery and design workshops)

MS Dynamics CRM Lead

Avanade UK 6 months

I am the leading the discovery, design and analysis phase of a CRM Dynamics 2015 deployment to enhance the Sales and Services process. This also involves building an integration model between Parature (web portal), big machines, marketo, JIRA using SAP PO as the service bus. I also manage integration activities with the telephony platform. Responsibilities • Building a process matrix for sales and services • Building to-be process models • Developing an RTM • Developing a bubble matrix for cost and benefits analysis • Leading requirements analysis workshops • Leading process workshops • Leading integration workshops • Developing an integration/migration roadmap • Building a solution blueprint involving Unified service desk • Building the systems model

MS Dynamics CRM Lead

Cognizant 6 months

I managed a Proof of Concept using CRM Dynamics 2015 for underwriting workbench and case management in Royal London Group. This involved building interfaces with the extranet (web-portal) and ALIS using BizTalk as the service bus. Responsibilities • Drafting the response, to the request for proposal for a 2015 CRM deployment • Building the to-be process model for underwriters • Translating business requirements to functional requirements • Facilitating workshops with business stakeholders to understand business needs • Constant feedbacks to the business on development progress • Presentation of demo’s on the proof of concept • Facilitating integration requirements workshops • Building the interface specification document • Facilitating workshops with the technical team to discuss best ways to address business requirements • Managing an offshore team of developers • Capturing data requirements and refining the data model • Capturing and refining user interface requirements • Managing the requirements catalogue • Building the to-be model for

CRM Lead Business Analyst

North of England2.5 Years

I was the Business Analyst managing the deployment of Microsoft- Dynamics CRM 2013. Responsibilities • Building the as-is model across account management, clinical and corporate procurement departments. • Building the to-be model to be supported by the IT solution • Facilitating process workshops • Working with stakeholders to validate and sign-off business processes • Building the requirements specification document • Working with the technical team to develop a technical specification document • Facilitating reporting requirement workshops • Analysing data requirements for data base design • Building the reporting specification requirements document • Analysing client requirements for CRM 2013 deployment • Analysing system requirements for CRM 2013 deployment • Building the interface specification document

CRM Business Analyst

Notting-Hill Housing2.5 Years

I was the Lead Business analyst in the SDLC of Microsoft-Dynamics CRM deployment. This involved building interfaces with the HOP (web-portal), Compleat, Service manager and Opti-time. Responsibilities • Feasibility studies on possible ICT solution to improve repairs • Carrying out an option analysis on possible repairs solution • Facilitating the tender and procurement process • Drafting the business case • Leading process workshops to re-engineer business processes • Mapping of business processes (As-Is and To-Be) • Communicating new business processes to the repairs team and contractors • Obtaining business sign off on processes • Facilitating requirement gathering workshops; capturing business requirements for Dynamics CRM • Drafting the requirements document • Identifying and modelling the system specification • Facilitating interface workshops to highlight integration and interface requirements with contractors and noting-hill housing • Liaising with the technical analyst to determine and draft out repairs architecture • Facilitating requirement gathering workshops for reporting (KPI’s and PI’s) • Analysing and documenting reporting requirements • Identifying data items and data fields for reports • Writing the test plan and test strategy • Developing test scripts for system users • Testing, identifying defects and working with developers towards debugging • Obtaining business sign off on UAT • Floor walking during go live • Developing the user guide and training material • Training super users • Ensuring the successful deployment of the new system • Constantly updating stakeholders through the soft- ware development life-cycle • Encouraging business participation through lifecycle of the project

Business Analyst

Connaught Environmental2 Years

Played a pivotal role in the deployment of Micro-soft Dynamics CRM Vs 4.0 and an upgrade to 2011 to support the new complaints process across the organization. Responsibilities • Facilitated requirement workshops with the business to understand current business needs • Facilitated process workshops to be supported by the new IT solution • Used Micro-soft Visio to conceptualize new processes • Developed the new complaints process via process workshops • Drafted out the requirements document for the new software deployment • Responsible for liaising with the business for sign off on processes and requirements document • Designed the complaints interface specification for programming • Worked hand in hand with developers to understand and implement new workflows on Dynamics CRM • Developed function models to be implemented by the new IT solution • Carried out Data Analysis for data base design • Developed user stories and use case scenarios which was used for use case testing • Developed user guides and facilitated training sessions with Super users • Supported system/integration and UAT activities of project team • Assisted in getting business sign off on UAT activities • Carried out a stakeholder management analysis/matrix • Constantly informed stakeholders through the SDLC of progress and issues • Acquired business buy-in on business analysis activities • Tracking and managing change actions and ensuring interventions are identified, documented and change management plans implemented • Ensuring identified business change action plans are supportive of the client’s operational vision • Maintaining relationships and providing data to the identified change networks • Ensuring integration across change activities, enabling consistent messaging, reinforcement of key role & behavioral changes and the cascade of information • Consistently maintaining business buy-in to change plan • Supporting Communication message development, ensuring consistency with overall corporate communications strategy and policies

Business Process Analyst

Tower Hamlets PCT 1.5 Years

Worked on various work streams within the primary care team and performance. Responsible for process mapping various pathways (health & wellbeing, diabetes, care in the elderly). Involved in EMIS Web rollout, implementation of CLARITY to effectively manage and monitor projects across public health and primary care Responsibilities • Requirements elicitation via one-to-one interviews, requirement workshops, business process descriptions, use case scenarios, task and workflow analysis • Effective stakeholder management, collaborated with internal and external clients to analyze informational needs and functional requirements • Facilitated workshops to drive and challenge various business teams of what their desired solution would be and how this will meet their needs • Developed ‘as-is’ and ‘to-be’ model; identifying value streams • Worked within project team identifying risks and issues • Effectively management of change in the various business teams