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Project Manager/CRM Consultant Resume Example

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PROJECT MANAGER/CRM CONSULTANT
Skills
  • Business artifacts documentation
  • Business process mapping
  • Functional Requirements Specification (FRS)
  • Agile methodologies
  • SWOT and Cost Benefit Analysis
  • SQL and Database concepts
  • Dynamics 365 and Azure
  • CRM customization, Dashboards, Reports
  • Budget forecasting
  • Gap analysis
  • Release planning
  • Workflow analysis
  • Data mapping
  • TFS for Version Control
  • Superior verbal and written communication skills
Professional Summary

Motivated Business Analyst with more than 5 years of experience across information technology sectors. Technical expertise with business acumen to translate business requirements and objectives into scalable, highly resilient and successful system solutions. Certified PMI-ACP, PSM1 (Professional Scrum Master), PSPO1 (Professional Scrum Product Owner) and Dynamics CRM 2016.

Work History
Project Manager/CRM Consultant, 02/2017 to Current
American Fast Freight – WA
  • Owned and managed end-to-end delivery and engagement with various teams.
  • Developed a migration approach and roadmaps.
  • Conducted brainstorming sessions with client to understand their business needs.
  • Engage stakeholders and business units and conduct research on various vendors on high level requirements and consolidated information into a Feasibility study for management for approval.
  • Created, edited, and maintained technical and procedural documents.
  • Coordinating and communicating the project updates with team and all project stakeholders.
  • Managed company-wide communication and trained clients on CRM usage.
  • Handled Solution Design, functional requirements documentation, workflows.
  • Coordinate cross functional and cross team efforts and dependencies.
  • Troubleshoot CRM errors and performance related issues.
  • Conducted interviews with key business users to collect information on business processes and user requirements.
  • Documented business processes and analyzed procedures to see that they would meet changing business needs.
  • Assessed the impact of current business processes on users and stakeholders.
  • Defined business goals to determine systems requirements.
  • Developed multiple executive presentations and reports to facilitate project evaluation and process improvement.

​

Product Manager and Scrum Master, 05/2016 to 01/2017
 Multiple Clients (Talega Terrace, Rose Heaven Care Facility) – Bellevue, WA

  • Managed team of three direct reports responsible for on-going product optimization, account management and ad placement on company website.
  • Worked closely with all product development departments to create and maintain marketing materials for sales presentations and client meetings.
  • Drove specification, scheduling, status and review processes.
  • Drove specification, scheduling, status and review processes.
  • Developed strategic plans and initiatives.
  • Directed business processes from conceptualization through end-user delivery.
  • Facilitated a fast-paced and dynamic entrepreneurial environment.
  • Worked with stakeholders to drive product and service definition and design.
  • Involved on all phases of project life cycle, JAD sessions, Grooming sessions, Sprint planning and retrospective meetings.    
  • Setting up Team Rules, daily stand-ups, Scrum of Scrum, Customer Meetings and Demo.
  • Coordinated and facilitated extensive user interviews and workshops to gather and analyze requirements.    
  • Understood the business/functional requirements and created User Stories, Business Process.  
  • Designed/documented the Security Roles and Permissions for a user/employee activity.
  • Created email templates for various functions includes time management, Reset passwords, User creation.  
  • Documented Web API's actions, end points and entity mapping for each REST API.  
  • Analyzed and documented the self-login authentication process and Azure login authentication.  
  • User Interface mock ups for employee registration and time entry management screens.





Product Owner / Business Analyst, 08/2015 to 04/2016
Ryko Enterprise – Boston, MA
  • All scrum responsibilities including setting up team rules and policies, daily-stand-ups, coordinating with Product owners and backlog grooming, scrum of scrums role.  
  • Created a high-level migration plan from 2013 on premise instance to online.
  • Conducted daily stand up meetings, prioritized the backlog.
  • Hands on experience in creating Dynamics CRM Entities, Views, Form Designing, Role Based forms, Role Based security, N: N, N:1 and advanced relationships.
  • Created user stories to customize UI based workflows, Duplicate Detection Roles, and participated in managing Dynamics CRM Update Roll-ups and Data Migration initiatives.  
  • Created data export plan on entity order. Verify entity order with stakeholders. Co-ordinated with the team to Export data from one instance and imported to the other instance.  
  • Create a new Talent Form to support new capabilities for features.






Business Analyst, 12/2014 to 07/2015
Adisys Corporation – Bellevue, WA.
  • Interacted with the client, user and stakeholders to gather the business requirements.  
  • Understood the business and functional requirement and created User Stories, Business Process and CRM Data and Form mapping.  
  • Created Dynamics CRM Form, Views, report mock up, Security Role matrix, SSRS Reports as part of initial phase of the project and customer demos.  
  • Created Test Cases and Link test cases to User Requirements using TFS.
  • Created Security Role, Browser Matrix to test various Dynamics CRM cases.
  • Verify plug-ins and Workflow functionalities to the business scenarios.
  •  Gap/Fit Analysis for Microsoft Cloud CRM Project.
  • Implemented user acceptance testing with a focus on documenting defects and executing test cases.
  • Managed testing cycles, including test plan creation, development of scripts and co-ordination of user acceptance testing.
  • Mapped process activities to desired outcomes to rectify operational inefficiencies.





Business Analyst, 02/2014 to 11/2014
Home Sreet Bank – Seattle WA
  • Gathered business requirements from clients and defined users' goals.
  • Provided degree of fitment analysis on determining requirements for Out of Box, Configuration, Customization, ISV Add-Ons, Integration/Plug-ins and Workflows.
  • Implemented Dynamics CRM for Verticals with respect to professional services mainly designing of ticketing system and Sales process design using workflows.
  • Created Entity customization, their Relationships and defining Entity Data Model. 
  • Created UI Workflows, Dialogs, Security Roles and Privileges.
  • Customized forms, Views and Work flows in Microsoft Dynamics CRM.
  • Handled the offshore Testing team in terms of test cases, help them on understanding the CRM Functionality and to analyze bugs.





Business Analyst, 02/2013 to 01/2014
AT&T – Bothell, WA
  • Interfaced with business users to prepare and update Business Requirement Document (BRD) and Functional Requirement Document (FRD).
  • Interfaced with third party system to understand the validation rules for the reviews.
  • Developed Use Cases for capturing business functionalities and flows.
  • Conducted JAD sessions with the project team to collate requirements and traced those to the requirements list, which then was traced to the Use Cases.
  • Responsible for User Acceptance Test Scripting.
  • Used Waterfall Methodology, helped project manager with the project schedules.
  • Used Quality Center to track the defects that were created as part of the User Acceptance testing.  
  • Developed wireframes, site maps and content inventories.

Business Analyst, 10/2007 to 02/2009
ICICI Bank – Bengaluru, India
  • Involved in requirement gathering for the project.
  • Prepared detailed use-case diagrams from requirement specifications using MS Visio.      
  • Maintained and update project documentation to include project plan, work breakdown structure, schedule, budget, risk plan, communication plan, and table of organization, change control log, and reports.
  • Took meeting minutes in weekly hands on and JAD Sessions.       
  • Worked with the developers and the Quality Assurance team for the requirements walk through.

Education
Bachelors in Computer Engineering: Information Technology, Anna University - Chennai, India
Certifications
  • Microsoft Certified Business Specialist in Dynamics CRM 2016 Sales.
  • Professional Scrum Master (PSM1).
  • Professional Scrum Product Owner(PSPO1).
  • PMI Agile Certified Practitioner(PMI-ACP).
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Resume Overview

Companies Worked For:

  • American Fast Freight
  • Multiple Clients (Talega Terrace, Rose Heaven Care Facility)
  • Ryko Enterprise
  • Adisys Corporation
  • Home Sreet Bank
  • AT&T
  • ICICI Bank

School Attended

  • Anna University

Job Titles Held:

  • Project Manager/CRM Consultant
  • Product Manager and Scrum Master
  • Product Owner / Business Analyst
  • Business Analyst

Degrees

  • Bachelors in Computer Engineering : Information Technology ,

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