As a Senior Dynamics 365 Functional Lead at Microsoft for almost a decade, I leverage Copilot and AI to drive transformative customer service solutions through Dynamics CE. My work includes automating customer interactions, optimizing case resolution, and enhancing service delivery.I’ve had the privilege of collaborating with organizations like DHS, FEMA, USCIS, TSA, SSA, BDO, and State Street. By integrating empathy and intellectual intelligence with AI technology, I enhance customer success and deliver exceptional value.At Microsoft, we empower every person and organization to achieve more, a mission I wholeheartedly embrace. I excel in:-Team Leadership: Leading diverse teams with a focus on diversity and inclusion for collaborative project delivery.-Project Planning & Management: Overseeing the software development lifecycle and ensuring seamless transitions.-Solution Design & Requirements Gathering: Crafting solutions that align with client needs through effective collaboration.-Customer-Centric Mindset: Understanding and addressing customer needs to drive their success.-Analytical Skills: Using data and metrics to inform decisions that enhance service delivery.-Problem-Solving: Analyzing situations and developing effective solutions for client challenges.I’m proud to have contributed to impactful initiatives, including child welfare, COVID Test Registration, Give Campaign fundraising for nonprofits, and the National Security Group.Looking ahead, I’m excited to explore opportunities in customer success management and deepen my expertise in leveraging Copilot AI technology to empower clients and enhance their experiences. My goal is to create meaningful impacts that drive satisfaction and loyalty.

Blackstone Technology Group, Ballston, VA 10/2011 – PresentSenior IT Management Consultant/Business Analyst, Microsoft Practice• Received the 2014 BTG Build award for designing CRM call center functionality now being used by all USCIS Federal Government employees • Provide CRM expertise in business process re-engineering and architecture• Develop technical roadmaps to lay out major capabilities, technologies, integration points, metrics, and dependencies over a release schedule• Provide user story planning and estimation for Agile sprints while following the INVEST criteria• Analyze existing application dependencies, workflows, integrations, and processes• Model “As Is” and “To Be” business processes using the BPMN standards• Document business requirements, identify key business users, and develop use cases and scenarios• Create wireframe design mockups• Create functional specifications design documents• Architect advanced system integrations including CRM, VIS Web Services, SharePoint, Verizon Agent Desktop, and Customer Care Accelerator• Diagram and analyze business processes in order to translate acceptance criteria for the technical implementation of CRM• Coordinate integration and smoke testing for the Avant and VIS systems

DHS - USCIS Team Lead• Coordinated unit and user acceptance testing• Performed release management for 17 sprints of functionality• Managed customer training facilitation and documentation• Conducted daily team SCRUM meetings to highlight project impediments• Developed detailed functional specification and design documents• Troubleshot bugs and supported issues• Promoted to Sr. IT Management Consultant within one year of employment

Microsoft Dynamics CRM 4 - Microsoft Gold Partner

Performed risk assessment for cross border engagements, specializing in emerging markets.

Office of Finance and Resource Management, Office of the Chief Financial OfficerGovernment of the District of Columbia, Washington, DC Financial Analyst, Financial Operations Division• Received 2006 Rookie of the Year Award for making a substantial impact during tenure at the OCFO• Managed capitalized and controllable fixed assets for 32 agencies within the Government Operations Cluster to ensure timely budgetary closing• Decreased deficits by supporting Operations Cluster through budgeting and forecasts for several of the City’s fixed costs, achieving 95% statistical accuracy for the 2005 telecommunication’s budget