Naga Murali Nagulla
Hyderabad
Summary
Experienced and results-driven Support Engineer with over 6 years of expertise in providing support for Dynamics CRM Sales Module. Adept at troubleshooting, resolving issues, and ensuring smooth functionality for clients. Proven ability to collaborate with cross-functional teams, deliver exceptional client service, and optimize CRM system performance. Strong experience with system configuration, integration, and training, and a solid understanding of business processes in sales automation.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Application Development Associate
Accenture
Hyderabad
09.2023 - Current
- Lead a team of Dynamics 365 support engineers, overseeing daily operations and ensuring the successful resolution of issues in a timely manner
- Manage and coordinate incidents, problems, and service requests, ensuring adherence to service level agreements (SLAs)
- Provide expert troubleshooting and solutions to complex Dynamics 365 issues across modules like Sales and ServiceNow applications surf
- Wrote java script code to provide the fix for the sync/data mismatch, complex issues and make sure that the script is reviewed by the peer review/manager approval before implementing in the surf prod by following the change request process
- Collaborate closely with development teams and business stakeholders to analyze and resolve issues by escalating when necessary
- Implement and enforce best practices for system configuration, customization, and data management
- Conduct root cause analysis for recurring issues, driving continuous improvement initiatives to minimize system downtime
- Trained and mentored junior team members by providing knowledge transfer sessions and fostering career development
- Ensure that there is no data discrepancy between upstream(surf.servicenow.com) and downstream (Dynamics 365) applications
- Partner with development teams to deliver patches and enhancements for better system functionality and user experience
- Using XRm toolbox, update the bulk records like mandatory attributes in the dynamics CRM to make sure that data is in line with surf application every quarter
- Utilized in-depth knowledge of Dynamics CRM and the SURF process to resolve complex issues end-to-end
Application Development Associate
Accenture
Hyderabad
01.2019 - 07.2023
- Provided high-level support and troubleshooting for Dynamics 365 users, ensuring minimal disruption to business operations
- Assisted with configuring and customizing Dynamics 365 modules based on client requirements, including workflows, security roles, and integrations
- Monitored system performance and user issues, resolving technical problems within the SLA time period and efficient manner
- Worked closely with clients to understand their needs and recommend improvements for user adoption and system effectiveness
- Prepared user guides and documentation to streamline training for new users
- Delivered day-to-day user support and incident management for Microsoft Dynamics 365 applications
- Delivered the Knowledge transfer sessions to the newly joined team members on the functionality of the dynamics CRM application in troubleshooting and resolving technical issues, ensuring system functionality was optimized
- Ensure thorough documentation of incidents, solutions, and internal processes for future reference
- Created the KB Articles for known issues and user education Scenarios, Using Automation published to the ServiceNow application under the FAQs section
- This results in the incident reduction which helps in the incident reduction
Education
Bachelors - Electronics & Communication Engineering
Lingayas University
01.2018
Skills
- Microsoft Dynamics 365
- Sales
- ServiceNow dynamics
- Surf
- C#
- Aspnet
- Javascript
- Microsoft SQL server
- Team Leadership
- Mentoring
- Client Relationship Management
- Incident Management
- Problem Management
- System Integration
- Configuration
- Deployment
- Root Cause Analysis
- Project Management
- User Training
- Documentation
- Service Level Agreements
- Change Management
- Release Management
- Power Platform
- PowerApps
- Power Automate
- Power BI
Certification
- Microsoft Certified: Dynamics 365 Fundamentals MB-901
- Azure Fundamentals AZ-900
- Data Engineering DP-203
- Programming in C# 483
Accomplishments
- Game changes pinnacle award for passion contributor in Accenture FY 2021 and FY 2024.
- Microsoft spotlight Award in recognition of client appreciation FY 2022.
- Successfully led a cross-functional team to resolve a critical issue with Dynamics CRM Sales Module affecting sales reporting across multiple regions.
- Spearheaded the integration of Dynamics CRM with ServiceNow for streamlined case management and improved customer service processes.
- Consistently met SLAs (Service Level Agreements) for issue resolution and support ticket closure, ensuring client satisfaction and system uptime.
Timeline
Senior Application Development Associate
Accenture
09.2023 - Current
Application Development Associate
Accenture
01.2019 - 07.2023
Bachelors - Electronics & Communication Engineering
Lingayas University
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