Reshmi JR

Microsoft Dynamics 365 CRM Support Engineer

• Working as Microsoft Dynamics 365 CRM Support Engineer ,providing outstanding helpdesk service and support to CRM customers.
• Supporting Microsoft Dynamics 365 CRM modules such as Sales,Customer Service,Marketing,Field Service,Project Service Automation.
• Providing support to SharePoint/OneNote/App for Outlook integrations, configurations of Server side synchronization,portal configuration and customization with Dynamics 365 CRM.
• Fixed issues with basic design,development and configuration of Dynamics CRM Power apps(Model-driven app and Canvas app).
• Mitigated more issues dealing with Omnichannel for Customer service and customizations.
• Help customers create chatbots through Power Virtual Agents and develop flows through Power Automate.
• Help customers to fix issues related to Business Rules,Processes,Business Process Flow,Ribbon Customizations,Dashboards and solutions.
• Understand the functional capabilities and limitations for out of the box CRM functionality as well as custom code and educate customer the same.
• Conducted KT sessions to educate co-workers on new systems.
• Mentored new joinees in all the customer service processes.

MICROSOFT DYNAMICS CRM TRAINING:

Duration:3 weeks

Trainer: PolyCloud Solutions

Organizer:Infosys

• Successfully completed the external training provided by PolyCloud Solutions Institute which was scheduled and organized by Infosys.
• The training mainly focused on the following topics:

1) Powerplatform Overview

2)Data Modelling

3)Model driven apps

4)Canvas apps

5)Security

6)Business Rules,Workflows,Business Process Flows

7)Introduction to Integrations

8)CRM modules-Sales,Customer Service,Marketing,

Field Service,Project Service Automation.

9)Sales Analytics and Insights.

10)Introduction to CDS,Power Apps,Power Automate,Power BI

SKILLS GAINED:

• Understand the administrator options of Power Platform.
• Effectively model the data.
• Build basic model-driven and canvas applications.
• Identify testing strategies and methodologies.
• Identify common sales scenarios.
• Complete a sales cycle.
• Configure product catalogue.
• Create processes like business rules,workflows,business process flows based on requirements.
• Utilize analytics tools with customer data.
• Install and Configure Customer Service App.
• Identify common customer service scenarios.
• Complete a case resolution process.
• Analyse customer service data.
• Automate case management record processing.
• Create and use Knowledge articles, entitlements and service level agreements.
• Configure Advanced Settings.
• Manage marketing content,templates and integrations.
• Create and manage Leads.
• Design and create marketing forms and pages.
• Create and manage segments,events.
• Setup and launch customer journeys.
• Distribute and analyse surveys.
• Identify the key components involved in Field Service implementations.
• Define the deliverable products and services,determine the pricing options to use in specific scenarios.
• Fundamentals of Power Platform Components:Power Apps,Power Automate and Power BI, including their business value.
• Basics of CDS,Connectors and AI builder.
• Fundamentals of cross-cloud scenarios across M365,Dynamics 365,Microsoft Azure and 3rd party services.
• Create chat bots through Power Virtual Agents.
• Configure portals,implement ribbon customisations,webresources.
• Import,export and customisations of solutions.
• Implement simple solutions with Power Automate,Power Apps and Power BI like creating a simple Power App,connect data with Common Data Service(CDS),build a power BI Dashboard and automate a process with Power Automate.
• Basics of Client Side Scripting.

CAMS APP DEVELOPER

• CAMS app is a ASP.NET web application developed for needs of the employees like access,leave,requests,project approvals etc.
• Was part of the development team of the CAMS application.
• Created ASP.NET web forms and Class libraries containing code for business and data access logic using C#.NET
• Involved in writing data access layers with C# and ADO.NET
• Developed Presentation Tier using ASP.NET MVC and Angular6.
• Implementing Database using SQL Server 2012
• Developed back end Database using SQL Server
• Written stored procedures, table value functions and scaler value functions in SQL Server.
• Analyzed user requirements, envisioning system features and functionality.
• Designed, built, and maintained efficient, reusable, and reliable codes by setting expectations and features priorities throughout development life cycle.

Attended both Generic and Stream Training:

Generic Training:

• Trained in basic Computer Technology in Infosys Leadership Institute at Mysore.
• Trained in Python Programming language mainly focusing on the concepts like List, Tuples and Dictionary concepts,ER diagram,OOPS concepts in Python,Data structure mainly Stack and Queue concepts in Python
• Trained in Database Concepts that includes SQL Joins, nested queries, views, PL/SQL.
• Passed in all MCQ Tests and Hands-on Test in all the above topics.

Stream Training:

• Trained Specifically in .NET Core Full Stack Development. .
• Trained in Fundamentals of C# ,DBMS (MsSQL), Entity Framework (ADO.NET) ,MVC,UI (ASP.NET and Angular6).
• Trained in basics of HTML5, CSS3, JAVASCRIPT, TYPESCRIPT,JQUERY, BOOTSTRAP.
• Passed in all MCQ Tests and Hands-on Test in all the above topics.

PackXprez App Development:

• Was part of a 4 member team tasked with the development of a full-stack application called PackXprez.
• The User Stories presented to us involved developing functionalities for the PackXprez app. PackXprez was to be developed for a logistics company . So, the application had to emulate any other standard logistics application dealing with courier delivery services. The .NET Core Stack was used to build the application.
• The backend was developed using MS SQL SERVER, Entity Framework Core, ADO.NET and Webservices API. Designed database using MS SQL SERVER and used Entity core Framework to implement data access layer.
  Used ASP.NET Web API to expose data to front end and tested on
  postman. The frontend was developed using Angular6, HTML, CSS, Bootstrap.
• Implemented Unit testing in this project.

Pursued an overall score of 88% after clearing both the trainings.