Sharwari Jamnik

• Collaborate with cross-functional teams to analyze business requirements and translate them into high-quality solutions using CRM.
• Conduct training sessions for end-users to enhance their proficiency in utilizing CRM tools and features.
• Created power automate flows, forms, segments
• Understanding of agile methodologies. Collaborate with the development team to address and escalate technical issues requiring programming or coding solutions. Created tasks on DevOps for the developers and done testing done after every deployment. Involved in planning and implementing sprints along with the project management team.
• Developed reports and dashboards using Microsoft Power BI.
• Creation of users in CRM with assigning licenses. Adding them to business units and giving roles.
• Provide comprehensive support for CRM software, including troubleshooting technical issues, resolving user queries, and offering guidance on system functionalities.
• Perform regular system audits to ensure data accuracy, system integrity, and optimal performance.
• Developed and maintained documentation, including FAQs, user guides, and training materials.
• Performed business analyst and requirements gathering activities during client implementations.
• Setting up the terms and conditions, payment terms, legal texts, report labels as per the locations and uploading them in CRM.
• Onboarding of users in Omnichannel and setting up the routing as per there location.
• Setting up users for Marketing access and helping them create forms, journeys, emails, campaigns.
• Providing support to applications and maintaining the SLA, Monitoring, Technical Analysis.
• Exposure in carry out testing in UAT environment and Dev environment.

Professional Responsibilities:

• Worked as global admin supporting users and Local IT across EMEA, APAC and US regions.
• High proficiency in handling issues related to office 365, Active directory, D365 ERP, D365 CRM, D365 Marketing.
• Resolving critical issues by creating Problem/Incidents tickets. Coordination with different team members for support and proper resolution on issues.
• Providing support on different business applications, VPN (Always ON VPN and Global Protect).

Microsoft Dynamics AX ERP:

• Access rights to for AX 2012.
• Creating employee records for new users
• Creations of PO in AX whenever required.
• Troubleshoot level 1 issues for AX 2012.
• Adding to users to teams, groups and provide delegations.

CRM:

• Creation of users in CRM. Adding them to business units and giving roles. Troubleshooting L1 issues for CRM.
• Deactivate and activate products.

Citrix:

• Troubleshoot issues related to citrix. (user's logon, connection, and applications.)
• Reset user profile from citrix director.

Office 365:

• User Management, DL creation, installing the office set up and configure all office applications, activating licenses etc.
• Troubleshoot and customize office applications including word, excel, outlook, teams, one drive, one note, office 365 training on MFA accounts, Intune.
• Responsible for Mailbox Delegation, calendar access, email tracing, email blocking and whitelisting in office 365.
• Responsible for Email trace, Email Release, blocking spam emails in mime cast.
• Adding users to various distribution list and creating contacts and resource mailboxes. Taking PST backups in O365

• Managing group Policy objects
• Configuration hands on experience of active directories, domain controller, domain, Microsoft outlook
• Preparation of Daily Servers checklist
• Installation of Antivirus Software on all the Desktops
• Knowledge of Active Directory, Domain Controller
• User creation and deletion, expiry, unlock users account, adding user to security group and distribution group in active directory
• Giving file/folder permissions to users
• Solving user queries via remote access
• Vendor Coordination
• Handling ticketing tool (Auto task) (Service now)
• Addition and removal of users from distribution list and security groups
• Checking group policy and providing drive and printer access
• Resolving P1 and P2 on priority.

Office 365 and Exchange:

• Creating Mailbox for users in Office 365 and exchange servers.
• Responsible for Mailbox Delegation, calendar access, email tracing, email blocking and whitelisting in office 365.
• Responsible for Email trace, Email Release, blocking spam emails in mime cast.
• Adding users to various distribution list and creating contacts and resource mailboxes. Taking PST backups in O365

• Working on servers handling Application to Pier messaging service by using Unix and SQL database to find the issue and resolving it in a given time frame.
• Several other issues include Message Originated /Message terminated URL change, Blacklisting and Whitelisting IP addresses on our firewall, Customer connection failure, Monitoring, Bind Failure, URL addition/modification, Keyword. addition, Admin rights to handle Customer's accounts, Reactivating Customer's account.
• Implementing the changes on application server as per requirements of client. Performing the testing of desired changes on Testing (UAT) server and then deploying them to Production server. The issues are raised by the clients using portal which reflect under SA.
• Monitoring current route for message delivery status using CSG, BO and Q tool. Handling queries related to different servers for detection of possible spam (MT, MO or Notification).
• Providing up-to-date status of new, on-going or pending issues on routes of different SMSCs via Outlook to different work groups.
• Monitoring status and providing relevant status of maintenance related issues to different work groups.
• Making route adjustment at Account or Operator level as and when required using CSG and C tool.