Fahad Ali
Romford,Essex
Summary
Dynamics 365 CE Functional Consultant with 7+ years’ experience delivering client-facing CRM solutions across Sales and Customer Service. Skilled in leading workshops, gathering functional and non-functional requirements, and designing scalable business processes aligned to organisational goals. Experienced in full lifecycle delivery including functional design, configuration, testing, data migration, and user training. Strong collaborator with technical teams and stakeholders, ensuring successful implementation and adoption of Dynamics 365 and Power Platform solutions.
Overview
21
21
years of professional experience
Work history
Dynamics 365 Functional Consultant
Wine & Spirit Education Trust (WSET)
2020.02 - 2026.05
- Own and continuously improve the Dynamics 365 CE platform, ensuring alignment with business needs and driving adoption
- Act as SME for Dynamics 365 CE, resolving complex functional issues and advising on solution design
- Lead stakeholder workshops to gather and define functional and non-functional requirements
- Produce functional specifications and process designs, collaborating with technical teams for delivery
- Configure and prototype Customer Service processes including case management, SLAs, and workflows
- Support User Acceptance Testing (UAT), working with key users to validate solutions
- Deliver training sessions and knowledge transfer to end users and support teams
- Document system configurations and maintain project and operational documentation
- Lead end-to-end data migration of 50,000+ records into Dataverse ensuring data integrity and validation
- Collaborate with architects and vendors to deliver scalable CRM solutions
- Chair governance forums to manage change, prioritization, and risk
- Monitor system performance and identify continuous improvement opportunities
Dynamics CRM Technical Consultant
Royal Society of Medicine
2019.03 - 2020.02
- Designed and implemented Dynamics 365 CRM security model, defining Business Units and role-based permissions
- Led requirements gathering with stakeholders to align business needs with Dynamics 365 capabilities
- Managed full system administration and customisation across all CRM entities
- Configured workflows using Power Automate to reduce manual processes
- Created views, reports, and dashboards for internal users
- Provided 1st and 2nd line support resolving CRM and website issues
- Liaised with third-party vendors for support and change requests
Technical Support Engineer
Calltracks Ltd
2016.10 - 2019.03
- Provided first and second line support to clients and internal teams
- Supported Google Analytics and Tag Manager implementations
- Maintained customer service processes in SharePoint
- Administered Dynamics 365 including user setup and permissions
- Customised reports, dashboards, and web resources
- Investigated incidents acting as 3rd line support
- Maintained knowledge base documentation
- Defined testing strategies with development teams
- Produced regular reports for stakeholders
Operational Improvement Specialist
Vonage
2015.09 - 2016.10
- Defined operational acceptance criteria for customer data migration projects
- Captured functional and non-functional requirements for CRM transformation
- Improved and documented customer service processes
- Developed knowledge base for international teams
- Built Active Directory network for new teams
- Enhanced systems and operational workflows
Technical Support/Desktop Support
Vonage
2015.04 - 2015.09
- Delivered second- and third-line technical support
- Managed complex network faults across Cisco, HP, and Dell devices
- Performed hardware and software troubleshooting
- Built and managed virtual machines using VMware
- Maintained documentation in Confluence
- Produced performance and incident reports
Service Improvement Coordinator
Truphone
2013.02 - 2015.02
- Improved customer service processes and systems
- Implemented SIM suspension workaround reducing fraud risk
- Delivered QA audits and performance improvements
- Enhanced web platform using HTML and CSS
- Collaborated with stakeholders to improve service delivery
- Maintained knowledge base and training programs
Customer Service Team Leader
Truphone
2011.09 - 2013.02
- Managed team KPIs and customer satisfaction metrics
- Handled social media and customer service operations
- Delivered coaching and performance management
Account Onboarding Analyst
Truphone
2010.05 - 2011.09
- Managed onboarding and provisioning for clients
- Handled inventory and supplier coordination
- Provided second line support
Customer Service Analyst
Primus Telecommunications
2009.08 - 2010.05
- Handled VOIP customer support and billing queries
Customer Service Analyst/Admin
Lycatel Ltd
2009.02 - 2009.08
- Managed customer enquiries and escalations
IT Procurement Administrator & Support
Aegon Bank
2006.05 - 2008.11
- Provided IT support and troubleshooting
- Managed suppliers and procurement processes
Helpdesk Engineer
KPN ADSL
2005.04 - 2006.05
- Provided Level 2 broadband support
- Handled incident resolution and escalation
Education
BSc - International Communications
NetherlandsA-Levels - undefined
NetherlandsSkills
- Dynamics 365 & Power Platform
- Microsoft Dynamics 365 CE (Sales & Customer Service)
- Power Apps, Power Automate, Power Pages
- Dataverse & Data Migration
- Business Process Flows & Case Management
- Configuration & Functional Delivery
- Solution Customisation & Configuration
- Stakeholder Engagement & Workshops
- Requirements Gathering (Functional & Non-Functional)
- UAT Support & Training Delivery
- Technical & Development
- JavaScript (Client-side scripting & form customisation)
- C# (NET Plugins & Custom Workflow Activities)
- Dynamics 365 SDK & Web API
- Custom Plugin Development & Registration
- Azure Functions & Logic Apps Integration
- Support, Operations & Delivery
- CRM Estate Management & 3rd Line Support
- Incident Management & Troubleshooting
- DevOps, Agile & Scrum Delivery
- Training end-users
Languages
Dutch (Native)
English
Somali
Timeline
Dynamics 365 Functional Consultant
Wine & Spirit Education Trust (WSET)
2020.02 - 2026.05
Dynamics CRM Technical Consultant
Royal Society of Medicine
2019.03 - 2020.02
Technical Support Engineer
Calltracks Ltd
2016.10 - 2019.03
Operational Improvement Specialist
Vonage
2015.09 - 2016.10
Technical Support/Desktop Support
Vonage
2015.04 - 2015.09
Service Improvement Coordinator
Truphone
2013.02 - 2015.02
Customer Service Team Leader
Truphone
2011.09 - 2013.02
Account Onboarding Analyst
Truphone
2010.05 - 2011.09
Customer Service Analyst
Primus Telecommunications
2009.08 - 2010.05
Customer Service Analyst/Admin
Lycatel Ltd
2009.02 - 2009.08
IT Procurement Administrator & Support
Aegon Bank
2006.05 - 2008.11
Helpdesk Engineer
KPN ADSL
2005.04 - 2006.05