I possess 12 years of experience in the IT Industry. I am the Founder and Principal Consultant at DU IT Consulting. At DU IT Consulting, we deliver business solutions! We are a boutique consulting firm based out of Chennai, Tamil Nadu, India striving to deliver right IT solutions on Microsoft Power Platform, Microsoft Dynamics 365 Customer Engagement and Zoho platform to businesses across the globe.
|DU IT Consulting||Chennai, India||May 2017||Present|
|Freelancer||Chennai, India||Feb 2017||May 2017|
|SMS Management and Technology||Sydney, Australia||Feb 2016||Feb 2017|
|Capgemini||Hyderabad, India||Dec 2014||Feb 2016|
|Microsoft||Hyderabad, India||May 2012||Dec 2014|
|Accenture||Bangalore/Hyderabad||Aug 2010||May 2012|
|Proteans Software Solutions|
|Bangalore, India||Sep 2008||Aug 2010|
Areas of Expertise
- Customer Relationship Management
- Information Technology Systems – Migration, Development, Configuration and Maintenance
- Digital Accounting, Finance & Operations
- Data Analytics and Data Science
- Digital Marketing
The Portal Connector (Sitefinity)
|Add-ons||Microsoft Dynamics 365 Portals|
Power Apps, Power BI, Power Automate
Unified Service Desk or Customer Care Accelerator
Azure Logic Apps
Microsoft Visual Studio 2017
Telerik Fiddler 4.6
Internet Explorer Developer Toolbar
Visual Studio Code Metrics and Code Analysis
Microsoft .NET Framework 4.5 and above
|SDK||Microsoft Dynamics 365 Customer Engagement|
Microsoft User Interface Integration for Dynamics CRM (UII)
Customer Care Accelerator
Unified Service Desk
Avaya DMCC CTI
ArcGIS REST API
Zoho CRM REST API
Zoho Books REST API
|Methodology||Microsoft Dynamics Sure Step|
- Requirements gathering and customer expectation management
- Ability to sail through challenging situations
- Delivery excellence through code quality and unit testing tools
- Estimation due diligence
- Building Proof of Concepts & quick demos
- Faster learning curve
- Keeping things ‘Out of the Box’ as much as possible
- Troubleshooting technical issues
- Reverse Engineering
Microsoft Access to Microsoft Dynamics 365 for Sales, Field Service & Project Service
Customer Profile: HVAC Servicing Firm in the USA
Summary: Migrating from Microsoft Access to Microsoft Dynamics 365 for Sales and Field Service and Project Service modules. A business process re-engineering project to integrate Front Office, Back Office, Project Management Team, Sales Team, and Field Service Professionals into a common platform. This project is ongoing and expected to complete by next year.
Challenges: Discovery of legacy Microsoft Access solution and paper-based processes.
Enhance and Maintain CRM Implementation
Customer Profile: Financial Advisory Firm in the USA
Summary: Existing CRM Online implementation maintenance and upgrade from the 2016 version to Dynamics 365. Click Dimensions based solutions developed for email drip marketing, email blast, and text messaging from CRM. Delivered a client-facing portal using the Microsoft CRM Portal solution. Created a customer 360 report that saved time for the Financial Advisors significantly. Adobe PDF Form filling automation improved accuracy and saved time and effort for the Paraplanner.
Challenges:Maintain a complex entity data model. Support business users with improved & automated internal processes for bringing consistency in customer service delivery.
Zoho One Consulting Services
Customer Profile: Management Consultancy in Australia.
Summary: Configuring and customizing the Zoho CRM, Zoho Flow and Zoho Forms. Build integrations between Zoho Books or Quick Books with health & wellness bespoke software like MindBody Online, Shortcuts, etc.
Challenges: On the job learning to deliver solutions on Zoho One platform
Training and Advisory Services for Microsoft Dynamics CRM 4.0 to CRM 2013
Customer Profile: System Integrator in India.
Summary: Delivered training on the CRM 2013 platform, features, and SDK. Provided advise on redesigning the custom UI, converting custom client scripting code to business rules, converting plugins to workflows, and rewriting the plugin code.
Challenges: Components utilising deprecated features like ISV folder, form scripting, and plugin codebase.
License & Grant Management System
Customer Profile: County Department in Ireland.
Summary: Migrated files attached in CRM Notes into SharePoint to save storage space and built a proof of concept to integrate CRM with ESRI applications like Survey123 and Workforce.
Challenges: Microsoft Flow design and development, ArcGIS REST API.
Compliance Management System
Customer Profile: Government Department in Ireland.
Summary: Consolidate and migrate the various CRM on-premise Microsoft Dynamics CRM 2011 instances to CRM Online.
Challenges: Volume of data, upgrading legacy customisations.
Prospecting and Pricing in CRM
Customer Profile: Health Services Firm in the USA.
Summary: Customize and configure CRM Lead, Opportunity, and Account entities to capture prospecting and pricing information of customers. The prospecting and pricing information is integrated into CRM from an in-house application. Advanced reporting using PowerBI.
Challenges: Complex prospecting, pricing, and reporting of customer sales.
Campaign Monitor and Microsoft Dynamics365 Integration
Customer Profile: Environment Sustainability Firm in Singapore.
Summary: Perform campaigns and marketing activities using CRM contact data in Campaign Monitor.
Challenges: Understanding the Campaign Monitor synchronization and importing existing Campaign Monitor subscriber information into CRM.
Functional Upgrade from Dynamics CRM 2011 to Dynamics365
Customer Profile: Medical Devices Company in Australia.
Summary: A new system was defined and developed after analysing the existing solution. The 2011 solution was functionally upgraded to Dynamics365 leveraging the latest product features like Business Process Flow, Business Rules, and Workflows.
Challenges: Verifying and validating the requirements on iPad and iPhone devices on the mobile data network.
Enquiry Management System using USD
Customer Profile: Government Department in Australia.
Summary: An enquiry management system to manage enquiries from citizens. The solution contains Dynamics CRM customisation and configuration.
Challenges: Requirements were different for each team within the department.
Unique Reference Number
Customer Profile: Government Department in Australia.
Summary: Maintain and support a CRM based solution that manages unique reference numbers for the equipment managed by the department.
Challenges: Less amount of technical documentation was available for the system.
Consulting/Training on Dynamics CRM Platform
Customer Profile: Big Four Bank in the US.
Summary: Training and mentoring the Bank’s employees on Dynamics CRM 2015 platform. Consulting services to the team members to build a proof of concept mobile application through customization & configuration.
Challenges: Training the bank’s employees on packaged software development and Dynamics CRM SDK.
CCA Implementation for Insurance
Customer Profile: Insurance Company in the US.
Summary: A customer care implementation using CCA R3 for the contact centre to effectively serve the end customer on policy administration, updating customer/policy information, and attend to customer problems/requests. CRM integrations with Mainframe and Policy administration systems.
Challenges: Understanding and supporting the existing implementation with limited documentation.
One View of Customer – EDI Implementation
Customer Profile: Auto auctioning company in the US.
Summary: Implement EDI messages between lines of business systems using .NET Framework, SQL Server, Entity Framework, and Apache ActiveMQ. General support and maintenance of production Dynamics CRM implementation.
Challenges: Collaborating with team members involving multi-technology stacks.
USD Implementation for Public Sector
Customer Profile: Public Sector Company in the Middle East.
Summary: Delivered configuration and customization of USD for call centre management. The implementation helps in reducing the time taken by the call centre agent to serve the citizen requests.
Challenges: Globalisation and Localisation aspects. Workarounds and proof of concepts done to overcome a few USD limitations.
USD Pilot for BPO Service Provider
Customer Profile: BPO MNC in India.
Summary: Pilot implementation to showcase USD capabilities by customising and configuration USD/CRM for sample BPO scenarios like handling the automated lead assignment to keep agent utilisation high and agents busy. Avaya DMCC CTI integration.
Challenges: USD product limitations & CTI integration.
Upgrade Assessment – CRM 2011 on-premise to CRM2013 Online
Customer Profile: Public Sector Company in the UK.
Summary: Upgrade assessment with findings and recommendations for their existing Microsoft Dynamics CRM 2011 implementation with massive customization and configuration.
Challenges: Careful analysis through manual methods and using Microsoft upgrade related tools to check legacy code, breaking customizations and integrations. Prepare estimation to upgrade and migrate data/customization.
CCA/CRM Solution for Telecom Service Provider
Customer Profile: Top Telco in Japan.
Summary: A solution for Sales Associates to mine data from different ‘Lines of Business applications’ using CCA to generate complex Customer360 and ability to copy to Microsoft Excel.
Challenges: Business team provided requirements in the native language. Modernizing the USD’s traditional look and feel. To identify labour-intensive and time-consuming operations and automate.
CCA/CRM Solution for BPO Service Provider
Customer Profile: Top BPO service provider in India.
Summary: Developed CRM/CCA solutions to serve end customer service request for its clients. Implemented Customer, Order and Incident Management modules to support entitlements based on either count of incidents or support minutes.
Challenges: Perform complex integrations with Avaya CTI, Cybersource payment gateway, Conversive & LogMeIn chat applications. ‘Single Window Multitenancy’ in CCA connecting to multiple CRM instances.
VB Application Modernization to WPF MVVM
Customer Profile: Infrastructure Enterprise in the UK.
Summary: Modernising a legacy VB6 application to .NET 4.0 WPF MVVM application. The MVVM application was technically layered using data, business and UI layers.
Challenges: Understanding the legacy VB code and learning the MVVM pattern on the job.
CCA/CRM Solution for Auto Auctioning
Customer Profile: Auto auctioning company in the US.
Summary: A Customer Care solution containing Microsoft Dynamics CRM 4.0 and CCA. Integrations with IBM AS400 and other the Lines of Business applications through UI Automation to generate Customer360 for the agent. Customer 360 view consists of commonly accessed customer information, payment details, etc. to authenticate and serve the customer during an interaction.
Challenges: UI Automation of IBM AS400 using .NET UI Automation framework. Learnt CCA, UI Automation on the job.
Opportunity Management System
Customer Profile: Top Oil Field Services Company.
Summary: Used the Microsoft Dynamics CRM 4.0’s Sales Module and custom entities to capture opportunities and the revenue streams for the business. The system captures details about potential business from existing/new customers for the company’s various Product Service Lines (PSL) and performs revenue streaming simulations. Integration component was developed to bring SAP ERP master data into CRM. Completed technical upgrade to CRM 2011.
Challenges: Understanding the existing implementation from system customizations and configuration due to the unavailability of documents. Application Maintenance, Production Support & Defect handling. Maintained DTAP environments and performed upgrade assessment for a technical upgrade.
Business Support System
Customer Profile: A digital advertisement and marketing company in the US.
Summary: A web portal to manage customer’s business profile, billing profile/cycles, Order, Invoice and subscription management. The portal integrates with Dynamics CRM. Various third-party web services like Amazon Simple Queue Service, Jajah, OpenSRS, Paypal, Localeze.
Challenges: Learnt WCF on the job to develop API supporting REST and SOAP. Continuous process improvement and investment in internal productivity improvement tools and utilities to maintain solution quality.
Educational Qualification: Bachelor of Technology (Information Technology)
Location: Chennai, India
Countries Travelled: USA, Australia, Qatar, Japan
Active Travel Visa: US B1 Visa