Rajendra Nath Thakur

Dynamics 365 CRM Solution Architect

Infosys Technology

Nottingham, United Kingdom

05.2016 - 03.2025

Responsible for multiple successful end-to-end project implementations by partnering businesses in their digital transformation journey using Microsoft Power platform
Responsible for designing solution architecture of the client landscape to explore the art of possibilities around leveraging D365 CRM fitments
Experience in Customer Engagement modules of Sales, Customer service and Field service as a consultant with exposure to domains like Manufacturing, Energy, government councils, Utility industry etc
Responsible for mapping the customer requirements to MS CRM products to ensure that requirements are met with a preferred blend of OOB capabilities, Configurations and Customizations
Responsible for analysing the legacy systems, understand the core business processes and design the as-is and ‘to-be’ flows based on the workshops with key business stakeholders
Responsible for solutioning the requirements, transpose them to the technical team, create development tasks and validate the designs
Experience in conducting training sessions for trainers and business users, UAT and being part of hyper care support
Experience in creating CRM documentation like FIT Gap Documents, Traceability Matrix, BRDs, FRDs, FDDs, User manuals, Test Cases, Cut Over Plans, etc
Experience in data migration: Involved in data mapping exercise for migration of master and transactional data from legacy system to the Dynamics platform
Experience to integration: Exposure to integration between systems from the Dynamics ecosystem and others like SAP/Oracle for async and real time integration
Experience and exposure to power platform products: Exposure to power portals, power BI, Microsoft flow and model driven as well as canvas apps
Experience in conducting multiple levels of testing including functional, User acceptance testing, Smoke testing etc
Facilitating Show and Tell sessions with the right stakeholders at sprint implementations and delivery
Solution architect for one of the largest energy suppliers in UK
Business problem: Business being in the energy domain required an IT transformation in its field systems both for backend officers and the onsite technicians
They required a scheduling system which could optimize technician’s travel time and increase their productivity and first-time fixes
Involved in implementing the D365 field service customer engagement application, D365 field service mobile app for the on-field technicians, Resource scheduling optimization for an automated and optimized job scheduling and remote assist for connecting technicians to their supervisors
Empowered business by an implementation that not only increased the first-time fix rates but also contributed to reduced travel times, predictive job durations, lesser job aborts, timely customer feedback capture etc
Complaint management system for one of the most Diverse London councils
Business problem: Business being a government council was looking to revamp their existing complaint management system as it was an on-premises system that incurred huge costs for maintenance
Business also wanted to have one platform for all IT needs of the council
Involved in creating two model driven apps (one for the council and other for third parties involved in handling complaints) and create a complaint management system which was equipped to handle all the service requests, information requests and complaints from over 0.1 million council population
The system equipped business to handle a case right from its creations to escalations to their closures
This acted a one stop solution for all customer complaints
D365 customer portal was used to create a front end for the entire council population to login their issues and track them
Visitor management and temporary trace and track covid systems for a London council
Business problem: Business was looking for an IT system to manage the visitor at council hubs
This was more a paper-based approach to capture customer visits and their needs
They required a system which would register and manage all such visits and generate reports for hub wise performance
Involved in creating a model driven app for the hub officers to capture all visitors, visits, their presenting needs and tagging a partner who would meet the need
This involved a solution captured against all presenting needs
Involved in creating a canvas app for all the visitors to self-cater in all hubs
Business benefitted by being able to generate reports to monitor performance of each council hub
Contract and billing management system for a major printing and consumable manufacturer in UK
Business problem: Business was scattered in 11 countries with no inter linking between the systems
There was a need of one system which homogeneously could be used by users across those 11 countries with relevant divisions so that data sanity and security is respected
It was also a costly affair to maintain the legacy system
Responsible for End-to-End project implementations of a contract and billing management system with proper business units and security roles defined for dedicated users from different countries
This was a multi country phased roll out which also covered a vendor portal
Business was equipped with a model driven app with users being able to Send quotes, generate contracts, register meter readings and generate invoices which was later sent to SAP for processing
This involved defining products, services and pricings used to invoice customers
A vendor portal was also incorporated for vendors to order printing consumables
Other key day to day involvements
Responsible for giving client demonstrations with the sales team to show product capabilities to give the business a confidence in MS ecosystem products and their benefits
Involved in efforts estimations, fit-gap analysis, project costing, project resourcing and staffing
Involved in giving trainings internally

Systems Engineer

Tata consultancy Services

01.2013 - 07.2015

Worked with the security engineering team in a project for a multinational financial service corporation
Handled three portfolios of Change management, Incident management & Problem management
Responsible for handling Change Management to enable beneficial Changes to be made, with minimum disruption to IT services; working upon the entire life cycle of any changes/maintenance made in testing and production environment
Responsible for handling Incident and Problem management to ensure timely and satisfactory resolution for any incidents raised that disrupted the application on user as well as client side of business
Won On the Spot Award for my contributions to maintain the performance metrics for the team as green for approximately two years
Received Client appreciations for my contributions to minimize the errors in the project
Hosted and involved in weekly interactions with Clients, Technical leads and Developers of the teams associated with the project

Summer Intern

Blue Ocean market research

06.2012 - 08.2012

Worked with analytics team to improve the utility of the analytic tool developed for a major FMCG player to help them with a 360-degree view of the market
Proposed, Developed and incorporated Perceptual map in the tool to help client understand the brand positioning; Perceptual map would be useful in identifying white market spaces and analyze effectiveness of marketing communication
Worked on developing the Ontology tree for a leading Product based IT company; this would improve their analytic tool devised to help them in automated categorization of tweets the firm or its products were tagged to

Summary

Overview

Work History

Dynamics 365 CRM Solution Architect

Systems Engineer

Summer Intern

Education

Master of Business Administration - Marketing

Skills

Languages

Timeline

Dynamics 365 CRM Solution Architect

Master of Business Administration - Marketing

Systems Engineer

Summer Intern

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