Rawan Ismail

Senior CRM Technical Consultant at Ethan Group

• Lebanon - Beirut
• My current job since July 2017

 Essential Duties & Responsibilities o Leading/participating in design and architecture sessions with key business users, gathering and documenting business processes and requirements for the system o Architecting the CRM (Customer Relationship Management) system, related customizations and reports to model the business organizational process o Advising business users on best practices for CRM, development or integration processes o Writing technical specifications for planned work (Functional Design Documents and Technical Design Documents) o Building and configuring CRM (Customer Relationship Management) forms, views, dashboards and workflows o Developing SSRS (SQL Server Reporting Services) reports using Microsoft SQL and FetchXML o Regularly communicating with the Business Systems Manager and business users on the status of issues and projects o Estimating the completion of tasks and managing resource time o Writing test case scenarios o Support of the application including debugging, diagnosing and fixing application issues




Resume -Rawan Ismail, MS
 Work trip to Australia: October 2019 - February 2020 o Rebuild CRM Dynamics (on premise) modules and migrate to Cloud instances  Working on 3 different environments for this project: Development, UAT (User Acceptance Testing) and Production  Establishing a CI/CD pipeline to migrate the changes easily from one environment to another (using Azure DevOps)  Using Scraping Service to  Get the Company’s main branch, name, establish date, etc. using the ABN number  Get the Company’s employees using certain job titles and create them as leads in our system  Using Pitney Bowes address finder API  Build a PCF control to implement that Autocomplete functionality for addresses in Australia (Typescript & NodeJS)  Integrate Dynamics with CPQ (Configure Price Quote)  Integrate CRM with NBN (National Broadband Network)  Integrate the CRM on premise with the Cloud version  Maintain the system functionalities

 Work trip to Australia (Melbourne and Sydney): October 2018 - December 2018 o Reconstruction for the existing CRM (Customer Relationship Management) system (Melbourne 15 days)  Gather requirements from Head of Sales  Analyse and evaluate the existing system, prepare a roadmap that meets new requirements (design documents and implementation strategies)  Upgrade the system from CRM 2016 to Dynamics 365 (on premise) - introduced new functionalities  Implement new requirements on Dev environment, test and fix bugs before the final installation  Install the new functionalities on Production environment and maintain the flow of the new processes  Prepare documentation for the new functionalities and keep track of the introduced features  Training users on the new features and the HOW-TO o Legal Module (Sydney 1 month)  Gather requirements from Head of Legal Department  Analyse, design and prepare documentations  Implement the new module, test and correct the errors  Prepare training manual for end users (Role-Based)  Conduct 3 training sessions to ensure the users own the software and use it efficiently and effectively  Maintain the system functionalities

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