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D365 CRM Project Officer (Technical) with 5+ years’ experience supporting and delivering Dynamics 365 Customer Service solutions across non-for-profit, social housing, health, and IT environments. Skilled in techno-functional delivery—designing, configuring, testing, and supporting CRM enhancements and integrations. Proficient in Microsoft Power Platform (Power Automate, Power Apps) and hands-on customization (forms, views, business rules, business process flows, document templates, and automation). Strong communicator and team player focused on incident resolution, knowledge sharing, and improving operational efficiency aligned with business goals.…D365 CRM Project Officer (Technical) with 5+ years’ experience supporting and delivering Dynamics 365 Customer Service solutions across non-for-profit, social housing, health, and IT environments. Skilled in techno-functional delivery—designing, configuring, testing, and supporting CRM enhancements and integrations. Proficient in Microsoft Power Platform (Power Automate, Power Apps) and hands-on customization (forms, views, business rules, business process flows, document templates, and automation). Strong communicator and team player focused on incident resolution, knowledge sharing, and improving operational efficiency aligned with business goals.

Smita Sharma

Project Manager, Programmer, Web Developer, +1

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D365 CRM Project Officer (Technical) with 5+ years’ experience supporting and delivering Dynamics 365 Customer Service solutions across non-for-profit, social housing, health, and IT environments. Skilled in techno-functional delivery—designing, configuring, testing, and supporting CRM enhancements and integrations. Proficient in Microsoft Power Platform (Power Automate, Power Apps) and hands-on customization (forms, views, business rules, business process flows, document templates, and automation). Strong communicator and team player focused on incident resolution, knowledge sharing, and improving operational efficiency aligned with business goals.…D365 CRM Project Officer (Technical) with 5+ years’ experience supporting and delivering Dynamics 365 Customer Service solutions across non-for-profit, social housing, health, and IT environments. Skilled in techno-functional delivery—designing, configuring, testing, and supporting CRM enhancements and integrations. Proficient in Microsoft Power Platform (Power Automate, Power Apps) and hands-on customization (forms, views, business rules, business process flows, document templates, and automation). Strong communicator and team player focused on incident resolution, knowledge sharing, and improving operational efficiency aligned with business goals.

Available to hire

D365 CRM Project Officer (Technical) with 5+ years’ experience supporting and delivering Dynamics 365 Customer Service solutions across non-for-profit, social housing, health, and IT environments. Skilled in techno-functional delivery—designing, configuring, testing, and supporting CRM enhancements and integrations.

Proficient in Microsoft Power Platform (Power Automate, Power Apps) and hands-on customization (forms, views, business rules, business process flows, document templates, and automation). Strong communicator and team player focused on incident resolution, knowledge sharing, and improving operational efficiency aligned with business goals.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Beginner

Language

English

Advanced

Hindi

Advanced

Work Experience

D365 CRM Project Officer (Technical) | Project Officer(Technical) at Australian Community Support Organization (ACSO)

February 1, 2026 - June 30, 2026

Built, configured, and tested solutions for Jotforms integration. Created and maintained DocumentCorePack templates in CRM, including mapping document template fields within Dynamics 365. Generated and automated DCP templates using Power Automate. Managed and deployed DCP templates into production. Investigated and resolved user-raised CRM incidents/tickets. Created and modified Power Automates to implement business requirements. Created/modified business rules and business process flows to support workflow automation and compliance. Contributed to team knowledge sharing to improve support efficiency and collaboration.

D365 CRM Project IT Support Coordinator at Broadminds

March 1, 2025 - Present

Provided support across multiple CRM applications and handled CRM enhancements. Investigated and resolved user-raised CRM incidents/tickets. Created and modified Power Automates to implement business requirements. Created and modified business rules and business process flows. Facilitated knowledge sharing within the team to improve support efficiency and collaboration. Escalated and helped resolve complex queries with internal teams while ensuring system reliability and security.

Junior Business Analyst at Housing Choices Australia

October 1, 2024 - January 31, 2025

Configured and customized Dynamics CRM, implementing workflows and web resources to optimize business processes. Implemented business process flows, Power Automate flows, and business rules. Participated in project planning and execution with cross-functional teams to track progress and ensure timely delivery. Performed manual testing, developed test cases, and analyzed defects to maintain quality standards. Contributed to knowledge sharing across the team and supported incident resolution with reliability and security in mind.

D365 CRM Techno-Functional Consultant at UST Global

May 1, 2022 - January 31, 2024

Configured and customized Dynamics CRM applications to meet business requirements. Created and modified forms and views. Implemented workflows, web resources, and plugins to enhance business processes. Delivered business process flows, Power Automate flows, and business rules. Gathered business requirements and contributed to proof-of-concept development using a Canvas app. Estimated user stories from the backlog for sprint planning. Worked in Agile/Scrum practices and supported knowledge sharing and escalation for complex queries to maintain system reliability and security.

CRM Project Support Officer / Admin Assistant at Department of Health and Family Welfare

May 1, 2017 - February 28, 2021

Supported and configured CRM applications. Implemented business rules, created workflows, and business process flows. Collected and maintained hearing impairment data in Excel across states. Compiled and prepared graphical reporting for quarterly/annual progress, generating insights for program activities. Prepared PowerPoint presentations for the program and documented district lists and officer contact details. Assisted with organizing workshops and educational activities. Conducted data analysis and improved processes for national health programs. Prepared minutes of meetings and handled RTI (Right to Information) file entries. Provided daily end-user support and resolved queries, coordinating with internal/external teams. Attended a WHO workshop on health promotion for hearing care in schools for the SEAR region.