Edrei Mpanduki
Atlanta,GA
Summary
Driven Power Platform and Dynamics 365 Functional Consultant 10 years experience in designing and implementation Dynamics 365 CE and Power Platform solutions to improve business processes. Proficient in customizing and configuring systems to meet client needs. Adept in collaborative problem solving and creative solutions that enhance productivity and user experience. Passionate about bringing changes in businesses.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Consultant Rapid Solution Development
Hitachi Solutions
11.2020 - Current
- Developed innovative strategies to address complex business challenges, resulting in increased efficiency for clients.
- Conducting discovery workshops with end-users to ensure understanding of current and future systems
- Developed custom solutions based on client's strict requirements.
- Implementation of Dynamics 365 solutions including creating and customizing entities, dashboards, forms, and views using classic workflows, Power Automate Flows, and business rules
- Creating custom applications using Power Apps
- Extending Dynamics 365 solutions using Power Platform tools such as Power Apps and Power Automate Flows
- Facilitating and performing QA and UAT training
- Performing end user training.
Dynamics 365 and Power Platform Architect
Ameri-Kleen
06.2019 - 11.2020
- Designing business applications solutions based on Dynamics 365 and Power Platform for various business units including Sales, Customer Service, Operations and Human Resources
- Requirements gathering and documentation of business processes
- Converting business requirements to functional and non-functional specifications
- Implementing solutions through customizing and configuring of Dynamics 365, Power Apps and Power Automate including Inspections app that reduced nighty reporting by 30%
- Integrating Dynamics 365 with custom ERP system saving Operations staff over 20 hours each week of data entry
- Unit, QA and UAT Testing for Dynamics 365 solutions.
CRM Administrator and Functional Analyst
Fender Musical Instruments
06.2018 - 07.2019
- Customization and configuration of OOB and custom entities, Workflows, Business Rules and Business Process Flows
- Converting business requirements into functional and technical specs
- Creating and maintaining Unified Client Interface Model Driven Apps for Customer Support and Inside Sales departments
- Customization of forms and business logic using North52 Business Process Activities
- Data integration using Kingsway Soft’s Data integration toolkit to upload historical sales data and new accounts into Dynamics 365 from SAP
- Configuring and maintaining Customer Service Self-Serve Portal for RMA process and submission of Cases
- Configuring automatic case creation rules for different email sources and routing the case to the correct user groups
- Configuring and maintaining Dynamics 365 security model for users, teams and business units
- Maintaining data integrity in Dynamics 365 by creating and running duplicate detection jobs
- Configuring both Dynamics 365 for Outlook plugin and Dynamics 365 App for Outlook for different user groups
- Creating and maintaining Dynamics 365 Reports and Dashboards
- CRM Processes documentation
- Ensured data accuracy within the CRM system, leading to improved decision-making and targeted marketing strategies.
- Delivered end-user training on CRM functionalities, increasing employee adoption rates and maximizing software ROI.
- Managed regular backups of critical CRM data, safeguarding against data loss or corruption events.
- Assisted in maintaining high security standards through implementing proper protocols that protected sensitive customer data.
Functional/Technical Analyst
Defenders
08.2017 - 06.2018
- Customization and Configuration of Microsoft Dynamics 365; designing and creating forms, creating new custom entities, customizing OOB Dynamics 365 entities, designing and creating Workflows, Business Rules and Business Process flows with an emphasis on Sales Automation
- Packaging and promoting Solutions from Sandbox environments through QA to Staging and finally Production instances
- Creating of Functional and Design requirements based on Business Requirements Documents for new or enhancement of existing features
- Participating in Architectural reviews with other Technical Analysts on new CRM features
- Assessing and creating tasks for CRM developers for features that require development
- Developed comprehensive documentation outlining system specifications and procedures, facilitating seamless knowledge transfer among team members.
- Assisting with QA; explain features to QA team to help them write effective test Cases
- Load testing using StressStimulus.
Database Administrator
Indiana United Ways (IUW)
02.2017 - 05.2018
- ETL – Responsible for receiving files containing donor information in a variety of flat file formats; cleaning and structuring the data into acceptable format and the uploading into MS SQL database making use
- Recommending and producing automating processes for repeated data entry and processing tasks
- Creating and troubleshooting SSIS packages to transform and load data into SQL Server database
- Streamlined backup and recovery processes, enhancing overall system stability and availability.
- Writing relational queries using TSQL to update donor records and donor transactions
- Creating reports including Historical Giving, Current Pace, Giving Demographics Reports
- Extracting data out of SQL Server to create mailing lists, data warehouses and reports
- Setting up PCI Compliant Epledge (Electronic Pledge) portals for donors to give online.
Technical Lead for Support
Dominion Enterprises
06.2016 - 11.2016
- Providing Tier 2 Tech Support for MS Dynamics CRM
- Triaging Helpdesk tickets to different departments and in between tiers through JIRA and Parature
- Coordinating with Deployment, Dev and Products department to determine priority and schedule for addressing problem tickets
- Performance-tuning underlying SQL Server database and troubleshooting using SQL Profiler
- Creating and updating Knowledgebase articles for MS Dynamics CRM
- QA Testing for future versions and customizations of MS Dynamics CRM
- Creating daily, weekly and monthly reports for upper management on ongoing tickets and projects
- Performing knowledge transfer sessions with Tier 1 Techs
- Performing over the phone, email and remote access support directly with customers.
IT Support Consultant
PCTM Logistics, Perfect Impressions Printing, Quality Title Insurance
06.2014 - 05.2016
- Web Development
- Built a Remote App solutions with Windows 2012 Server Windows Server 2012 Server Active Directory support and maintenance
- Site to Site VPN for a local Insurance company using Cisco ASAs with 3 remote locations
- LAN maintenance for local printing company, including adding new MFPs to the network, wiring new Cat 5e for new devices
- Designing and maintaining database information system for the company
- Information in the system included driver employee information, driving log records, and route and load tables Using MS Access and Excel.
Deskside and Application Support
Upic Solutions
05.2009 - 05.2014
- Migrating data from Andar database to MS SQL Server using SSIS
- ETL, loading Pledge Cards into Dynamics CRM using SSIS
- Contributed to the development of best practices for application support processes, enhancing overall efficiency within the team.
- Application support, Microsoft Dynamics CRM 2011, entity customization, creating workflows, dashboard creation, business process flows and advanced finds
- Providing end user desk side and remote support for over 100 users in 6 regional offices making use Zendesk and LabTech Helpdesk Ticketing Systems
- Call Center and Deskside Support
- 2x Remote Desktop Support
- Hardware procurement every year of at least a third of all desktop and laptops in the organization every year which included creating multiple workstation images depending on department specifications
- Data migration from new workstations across multiple operation systems
- Ensured data integrity by performing regular backups and maintaining secure storage protocols for sensitive information.
- Supporting and maintaining WAN and LAN network that included establishing and maintaining Wi-Fi and Site to Site VPNs between main office and regional offices
- Coordinated with developers to improve application functionality based on user feedback and requirements.
- Windows Server Administration supporting multiple instances of virtual machines hosted on a VMWARE Server
- Apple MacBook Support
- Network printer installation and support
- Mobile Device Management for company owned Ipads.
Education
Associate of Science - Information Technology
Belgium Campus ITVersity
Pretoria, South Africa01.2003
Skills
- Power Platform: Power Apps, Power Automate, Power Automate Desktop, Power Virtual Agents, Co-Pilot Studio
- Dynamics 365 CE: Customization, Configuration
- Functional Requirements Design and Documentation
- XRM Toolbox, North 52, KingswaySoft SSIS Integration Toolkit
- Project Management: Azure DevOps, JIRA
- Customer Relationship Management
- Digital Transformation
- Teamwork mindset
- Client rapport
- Consulting
- MS Office 365
Accomplishments
Speaker : Power Platform World Tour - Power Apps and Flow Hands On Lab - December 2019
Certification
- MB-200 – Microsoft Power Platform + Dynamics 365
- MCSA – Dynamics 365
- MB2-715 – Microsoft Dynamics 365 Customer Engagement Online Deployment
- MB2-716 – Microsoft Dynamics 365 Customization and Configuration
- Project +
- ITIL Foundation
- Network+
Timeline
Senior Consultant Rapid Solution Development
Hitachi Solutions
11.2020 - Current
Dynamics 365 and Power Platform Architect
Ameri-Kleen
06.2019 - 11.2020
CRM Administrator and Functional Analyst
Fender Musical Instruments
06.2018 - 07.2019
Functional/Technical Analyst
Defenders
08.2017 - 06.2018
Database Administrator
Indiana United Ways (IUW)
02.2017 - 05.2018
Technical Lead for Support
Dominion Enterprises
06.2016 - 11.2016
IT Support Consultant
PCTM Logistics, Perfect Impressions Printing, Quality Title Insurance
06.2014 - 05.2016
Deskside and Application Support
Upic Solutions
05.2009 - 05.2014
Associate of Science - Information Technology
Belgium Campus ITVersity
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