DINESH KUMAR

• Identified needed business improvements and determined appropriate systems required to implement solutions.
• Enhanced and reconstructed CRM systems( Dynamics 365) to increase efficiency.
• Collaborating with External Stakeholders on implementing integration between SharePoint and CRM, with the goal of making CRM a primary source of truth and centralizing all client files within CRM.
• Worked on Power Platform to deploy enhancements and improvements to CRM.
• Extended contributions to our IT service provider, including tasks related to OneDrive, SharePoint, and addressing specific tech issues.
• Assisted Client Services Team with data upload to CRM utilizing Macro and Automation.
• Assisted with updates and refresh of our database in CRM and Sandbox.
• Maintained relationship with key internal and external stakeholders of Business systems.
• Trained business personnel in the use of systems with series How-To sessions.
• Coordinated data migration and consolidation efforts.
• Assisted Marketing teams on Migration from Monster Insights to GA4 n on our Hunter Website.
• Assisted BA in Monthly report creation from Vermillion ( FactSet - SQL ).
• Provided continuous support to core systems in business including MS Teams & Outlook .
• Deployed Power BI reports through Teams for users with information on Clients and Accounts .
• Actively participated in Customer Experience (CX) Journey sessions with Effect, where we delved into various system efficiency enhancements and process optimizations. Extracted key insights from these sessions and are currently in process of implementing improvements and efficiency updates.
• Tenant Administrator for managing Microsoft Accounts in Harbour , Power platform Administrator to monitor capacity and manage release.

Level 1-2 support ( March 2017 - December 2018 )

• Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
• Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve issue.
• Repairing and replacing equipment as necessary
• Log tickets in Core , document and action tickets as required
• Use knowledge base and other resources to rectify customer issues at first contact
• Escalate cases to Senior advisors based on priority of ticket
• Upskill everyday using self-guided training material
• Track cases that have been escalated to learn resolution cycle of issue

Level 3-4 support ( Jan 2019 - Present )

• Assist new hire training with basic technical troubleshooting aspect
• Handle escalated tickets & liaise with engineers for a timely resolution of end user issues
• Take ownership of tickets & be the final point of contact until resolution
• Create issue tracker for emerging issues and publish to get feedback from other team members
• Supported with monitoring new system / software roll-outs to help identify any issues with system status
• Monitored compliance in accordance with client policies and statement
• Worked autonomously with effective time management techniques to deliver results within stipulated SLA's
• Gather sys-diagnose & technical logs from multiple platforms to identify the root cause of the issue
• Monitoring commitment manager and lending hand for team when needed
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

• Planned and organized special events, solicited corporate sponsorships and set up matching gift donations to reach financial targets.
• Helped IT system roll outs , dispatch of hardware using Enterprise management tool ( ATERA )
• Helped team with achieving set targets and monitored compliance is met as per policies and procedures

• Led projects and analyzed data to identify opportunities for improvement
• Conducted GAP analysis, gathered information from multiple sources and presented results
• Created plans and communicated deadlines to complete projects on time with Power Bi
• Delivered services to customer locations within specific timeframes
• Exceeded goals through effective task prioritization and great work ethic
• Saved $2500 by implementing cost-saving initiatives that addressed long-standing problems