RYAN BENINCASA
Microsoft Dynamics Consultant
Miami,FL
Summary
Tech-savvy support consultant with 3+ years of experience leading post-go-live application support, customer-facing troubleshooting, and cross-functional collaboration across global teams. Proven track record of identifying software bugs, creating reproducible documentation, and advocating for product improvements. Skilled in Dynamics 365, ERP systems, and high-volume support operations. Passionate about optimizing the player experience through efficient, scalable support systems.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Experienced Support Consultant
XAPT Corporation
Miami, FL
05.2022 - Current
- Lead post-go-live support for enterprise clients, ensuring functionality and long-term stability of customized Microsoft D365 ERP systems.
- Serve as the most senior team member in core modules, mentoring peers, onboarding new hires, and driving process consistency across support operations.
- Own high-impact tickets from triage to resolution; collaborate with developers to capture traces, pinpoint root causes, and validate software defects or design logic.
- Act as a liaison between users and product teams, advising clients on workflows, clarifying system behavior, and recommending improvements.
- Escalate product limitations not classified as bugs, advocating for feature enhancements to benefit both users and long-term product health.
- Document reproducible issues and support workflows in structured reports (including trace logs and repro steps) to accelerate dev review and knowledge sharing across teams.
- Coordinate with Microsoft on standard functionality improvements, while working closely with QA and dev teams to maintain high support quality.
- Support cross-functional collaboration with other support domains, offering guidance and working flexibly across time zones to resolve urgent client issues.
- Ranked consistently in the Top 3 globally for closed tickets and customer feedback, with a strong reputation for empathy, clarity, and high-value support.
Customer Service Representative
Nextera Energy
Miami, FL
05.2020 - 04.2022
- Delivered responsive, empathetic support to residential customers, resolving billing inquiries, service requests, and emergency situations with urgency and clarity.
- Initiated new service setups and managed account transfers, ensuring seamless onboarding for new customers through accurate documentation and follow-through.
- Handled back-office functions including email correspondence, auto-payment enrollments, and service confirmations, maintaining detailed logs to ensure service continuity.
- Flagged and documented fraud-related cases, escalating them through the appropriate internal channels to protect customer accounts and uphold data integrity.
- Provided accurate and helpful guidance under pressure, frequently resolving complex service disruptions or billing escalations in real time.
- Offered process feedback and worked with internal teams to improve the support experience, demonstrating initiative and commitment to operational excellence.
Education
Bachelor of Arts - Information Technology
Florida International University
Miami, FL 06.2018 - 04.2022
High School Diploma -
Christopher Columbus High School
Miami, FL 08.2014 - 05.2018
Skills
- D365 Finance & Operations ERP Systems
- Documentation Process Improvement Cross-functional Collaboration
- Trace Analysis Root Cause Reproduction Bug Escalation
Support Ticketing (Gemini, DevOps, SharePoint, Zendesk)
- D365 Finance & Operations ERP Systems
Certification
Microsoft Certified: Azure AI Fundamentals
Timeline
Experienced Support Consultant
XAPT Corporation
05.2022 - Current
Customer Service Representative
Nextera Energy
05.2020 - 04.2022
Bachelor of Arts - Information Technology
Florida International University
06.2018 - 04.2022
High School Diploma -
Christopher Columbus High School
08.2014 - 05.2018
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