B u si ness Appl i c at i o ns Lead
Shahid Shaikh
+974-30651026 [email protected]
ADDRESS Projects
11/4, Al Muhandiseen Streed, SG Contact Management – Worked as a Solution Architect in
Doha, Qatar designing and implementing the Architecture, Solution and Security for
implementing Dynamics 365 On-premise for our client Supreme
Committee for Delivery and Legacy.
Student Information System – Worked as a Solution Architect in
designing and implementing the Student Information System for our
client Josoor Institute.
ABOUT ME Project Sunshine - Been a part of Planning & Delivery of
Technical Training to the newly hired vendors (Tek-Experts) in Costa
Business Applications Lead, Helping Rica. Handled the Vendor transition end to end.
customers find their way to the best Several Proofs of concepts delivered to Microsoft Partners.
solution and deliver amazing Project Bulldozer - Successfully driven the Backlog cases to
experiences and software. Offering bring it down to less than 10 Percent.
over 8 years of experience in areas of
Project Planning, Consulting,
Implementation & Technical Support Abilities and Experience
activities of Microsoft Dynamics CRM
Online/On-premise, Power Platform, Strong CRM technical knowledge (both OP and OL)
Azure and Office 365. Ability to act as a Functional Lead and able to demonstrate clear
approach to methodology as well as functional capabilities.
Collaborate with Customers and internal teams on infrastructure
architecture where required.
Write and review High Level and Low Level architecture
documentation.
SKILLS Create Solution, Functional and Technical Specification
documents for the project.
Dynamics 365 Online/On-premise Stay current on Dynamics and Azure Stack technologies that
support solution.
|Azure Infrastructure Mentor colleagues and share knowledge and experience to ensure
the team grows in experience and effectiveness.
Directory Services Excellent communicator with ability to operate within cross
functional teams.
Database Admin/Programming Advise customers on best practices for CRM Processes, user
interface, and architecture.
Work with Training teams to deliver and create super users and
Stack (Windows, IIS, ADFS,
end users training as needed.
Virtualizaiton)
Knowledge and experience of Enterprise Application Integration
and Architecture.
Languages(C#, HTML) Strong coaching and mentoring skills
Strong root cause analysis skills to solve business problems (for
Team/Program Mgmt example drivers of low CSAT or high TMPI)
Passion for developing and delivering trainings.
Communication
Career Chronology
Business Applications Lead with Supreme Committee, Qatar since Aug’18
Working onsite at Supreme Committee for Delivery and Legacy, delivering projects for their different
departments. Delivering an on-premise Dynamics 365 deployment and an on-premise Dynamics 365
deployment on Azure.
Responsibilities:
Working on two Dynamics 365 on-premise implementation projects currently.
Coordinating requirements with Business Analysts, IT teams and Project Managers and Stake Holders.
Gathering requirements and specific details from End users and Business Analysts.
Coordinate with the IT team for Topology and design related queries.
Creating Design Documents (High Level and Low Level Designs)
Creating test cases for UAT testing.
Coordinating and communicating project timelines with the Project Managers and Stake Holders.
Collaborating with Vendor Teams on specific requirements.
Technical Advisor with Microsoft, Bangalore Aug’15 to Aug’18
Responsible for helping our Suppliers and the Cluster in delivering high quality of support for all our
broad commercial & Premier customers on CRM. Enhancing the knowledge of the Support Engineers
and the Technical leads at the Supplier space and make sure that timely resolution is provided for all
the support incidents
Responsibilities:
Deliver trainings
Escalation Management
Case Review via SDQF tools and in person/on the phone
Real-time assistance to our L1 & L2 teams.
Meet or exceed call and case review goals, concentrating on the technical and troubleshooting skills
and global process adherence.
Delivering Demos, POC’s to Microsoft Partners on need basis.
Meet weekly with your assigned Technical Leads to ensure proper handling and disposition of issues.
Be available to monitor and respond to critical questions via appropriate tools.
Provide actionable process or technical feedback derived from listen-ins or case reviews to Support
Engineers at Supplier sites.
Act as Liaison between L1 and L2 teams
Build processes to create more efficient case handling and escalation path
Take ownership of cases that meet political or HOT escalation guidelines.
Collaborate and Escalate cases to Escalation Services as needed.
Identify volume trends and knowledge gaps
Identify training needs and prepare & deliver training to Supplier Technical Leads and Support
Engineers either remotely or on site.
Coaching/mentoring of frontline engineers and frontline Tech Leads
Technical Consultant with Wipro Ltd, Mumbai Nov’11 to July’15
Worked as Microsoft Support Engineer for Microsoft Dynamics CRM Support (From Nov 2011 to till date
Highlights :
Providing Technical Support for Microsoft’s End users & professional customers based in North
America on Microsoft Dynamics CRM Online and On premise (2011 and 4.0) related issues
Set up multiple Microsoft CRM Environments and demonstrate them to potential prospects.
Gather end-users’ business requirements and translate them into CRM Application functions.
Create and develop Microsoft Dynamics CRM Custom parts (callout, workflow, data migration, email
integration).
Apply trace analysis and various debugging tools to analyze escalated issues and build solutions to
meet customer needs.
Maintain strong working knowledge of external products integrated with MSCRM, and participate in
pre-release activities and beta programs.
Write technical articles, walkthroughs, and sample programs for the Dynamics CRM. Design technical
content (knowledge articles, blogs, white papers, and walkthroughs)
Troubleshooting various scenarios like, Set-up & Installation failure of CRM Server, Application error,
Performance issue of CRM server, Email Router and SQL server , Outlook Crash, Import & Export
failure, Data Management issue, Work Flow, Customization, Network Connectivity, and Antivirus
involved issues, IIS and DNS related issue
Troubleshooting various issue for CRM 4.0 on- premise like Authentication (IFD) issue, Application
errors, Server installation and maintenance issue.
Analyzing & Monitoring the process utilization and services using resources and performance
monitors on a client Machine.
Manage escalation, Crisis, and CritSit issues while ensuring an excellent customer experience
Troubleshooting Email Router issue & working with POP3, SMTP services related connectivity issues
with messaging Application, which provide encrypting and digitally signing mails.
Troubleshooting mail connectors related issues like mail flow between CRM users using outlook or
direct email, mail flow to the internet incoming and outgoing, Configuring Disclaimers, Configuring
email routes as per customer requirements.
Binding to Customer Focus Culture (CFC), Good Communication Skills, Ensuring minimum days for
problem resolving and case closing, and Meeting the VSATS (Very Satisfied Customers) statistics of
80 % laid down by Microsoft.
Technical Support Executive with Hazel InfoTech, Mumbai Mar’11 to Sep’11
Team Leader with Diebold Systems Pvt Ltd, Mumbai Jul’08 to Feb’10
Technical Support Executive with Sutherland Global Services, Mumbai Jul’07 to Dec’07
CERTIFICATION: 2 Years Advance Diploma in Information Technology from NIIT.
ACADEMIA
2004 HSC from SIWS C ollege.
2007 Bachelors in C omputer Science.
PERSONAL DOSSIER
Date of Birth : 14th March 1987.
Address : Villa No 8, Al Muhandiseen Street, Doha, Qatar
Pan No : EARPS4198Q
Place of Domicile : Maharashtra, India
Hobbies
