Mike Alwani
D365 CRM Technical Lead | Consultant | Developer
Dubai
Summary
Microsoft Certified Dynamics 365 CRM Technical Lead with extensive knowledge in Power Platform and Azure integrations. Developed scalable solutions that improved operational efficiency by up to 30% at Westpac. Proven track record in architecting high-impact CRM implementations, automating processes, and leading cross-functional teams. Skilled in transforming complex requirements into robust, client-focused systems. Combines agile project management with a focus on performance enhancement, cost reduction, and elevated customer experiences to consistently deliver successful outcomes across diverse projects.
Overview
15
15
years of professional experience
5
5
Certifications
Work History
D365 CRM Technical Lead | Consultant | Developer
Westpac
Wellington
06.2017 - Current
- Transformed business processes by designing scalable solutions like ICE Business Applications, driving a 30% increase in operational efficiency across teams
- Developed the ICE Credit Submission loan origination system, accelerating loan approvals by 25%, and engineered the PACE dynamic product engine, enhancing product customization for clients
- Pioneered bank mainframe integrations with Dynamics 365, achieving 40% greater customer data accuracy, while enhancing case and leads/opportunity management to boost customer service performance
- Revamped the Dynamics 365 contact center, streamlining agent workflows and improving resolution times by 35% to elevate customer satisfaction
- Shaped strategic roadmaps by prioritizing product backlogs and aligning technology with business goals, consulting cross-functionally to deliver impactful, future-ready solutions
- Leveraged deep expertise to consistently innovate, streamline operations, and establish leadership in CRM-driven efficiency
Senior/Lead D365 Techno Functional Consultant
Intergen
Wellington
05.2015 - 06.2017
- Led CRM upgrades from 2011 to 2015 and 2016 for clients like Kordia and Primary ITO, delivering a 35% efficiency increase through real estate modules (e.g., license applications, renewals) and educational program enhancements
- Managed complex integrations for TBIG, SiteSafe, and REAA with systems like NZ Police, NZTA, DPS payment gateway, and SharePoint, streamlining operations and document management across sectors
- Developed ADX portals for CRM 2015 and a VSTO Outlook Add-in for TBIG, boosting user interaction and data synchronization, while migrating Excel data into CRM for seamless management
- Architected tailored security and opportunity modules for Microsoft's Cloud and Enterprises, redesigned complaint handling for REAA using agile methods, and enhanced SiteSafe's membership features, driving compliance, engagement, and efficiency
- Conducted user workshops and bi-weekly progress demos for Kordia, aligning solutions with client needs and accelerating adoption through hands-on process optimization
Technical Lead / Senior CRM Technical Consultant
VeriPark
Dubai
08.2013 - 05.2015
- Led a team to architect and deliver banking CRM solutions, including a signature verification system that enhanced security and streamlined teller operations using C# and Microsoft Dynamics CRM
- Authored SSRS reports and SSIS packages to boost data integrity and decision-making, while spearheading a successful CRM 2011 to 2015 upgrade for improved functionality
- Drove project success by creating technical designs, managing SQL Server 2012 enhancements, and ensuring seamless SIT/UAT and production deployments
Technical Lead / Senior CRM Technical Consultant
Sword Group
Beirut
06.2010 - 08.2013
- Directed an offshore team to deliver ATM solutions integrated with Microsoft Dynamics CRM, enhancing operational efficiency for major European clients
- Designed and optimized core features, including business logic, database performance, and middleware for seamless ATM-CRM communication
- Elevated team quality through peer code reviews and mentorship, driving consistency and skill development
- Produced and implemented customer satisfaction guarantee program which directly resulted in 25% increase in sales.
Education
Master of Science - Computer Science
American University of Science And Technology
04.2001 -
Bachelor of Science - Computer Science
American University of Science And Technology
04.2001 -
Skills
Microsoft Dynamics 365 CRM
Power Platform
Power Apps
Power Automate
Dataverse
C#, JavaScript, SSIS, Plugin development
System configuration
Business process analysis
Azure DevOps
API Integrations & Workflow Automations
Software Development & Architecture
Team Leadership
Certification
Microsoft Certified: Power Platform Solution Architect Expert (PL-600)
Timeline
D365 CRM Technical Lead | Consultant | Developer
Westpac
06.2017 - Current
Senior/Lead D365 Techno Functional Consultant
Intergen
05.2015 - 06.2017
Technical Lead / Senior CRM Technical Consultant
VeriPark
08.2013 - 05.2015
Technical Lead / Senior CRM Technical Consultant
Sword Group
06.2010 - 08.2013
Master of Science - Computer Science
American University of Science And Technology
04.2001 -
Bachelor of Science - Computer Science
American University of Science And Technology
04.2001 -
Similar Profiles
Dyllan TurnbullDyllan Turnbull
Mobile Mortgage Manager at WestpacMobile Mortgage Manager at Westpac
Charlotte MitchellCharlotte Mitchell
Customer Service Representative at WestpacCustomer Service Representative at Westpac
Shania VilarinoShania Vilarino
Personal Banking Specialist at WestpacPersonal Banking Specialist at Westpac