Usama Sarfraz

• Platform Upgrade Leadership: Led the end-to-end migration of Dynamics 365 CRM from v8 to v9 for one of Qatars
largest commercial banks, encompassing solution re-architecture, C# plugin refactoring, custom workflow conversion,
and process re-engineering — delivered on schedule with zero unplanned production downtime.
• Plugin & Code Refactoring: Converted and modernised legacy C# plugin and custom workflow activity code to align
with the Dynamics 365 v9 SDK and Customer Engagement (CE) architecture, eliminating deprecated API calls and
materially improving solution performance, stability, and long-term maintainability.
• Core Banking API Integration: Architected and optimised REST API integrations between Dynamics 365 CRM and three
core banking platforms — Equation, KONG, and PRIME — resolving critical connectivity defects and ensuring reliable,
real-time data synchronisation across business-critical financial operations.
• ALM & Solution Management: Managed managed and unmanaged solution packaging, solution layering, and
environment promotion across DEV, QA, and PROD environments using Azure DevOps, ensuring consistent, auditable,
and repeatable deployment processes throughout the upgrade.
• Defect Resolution & Quality Assurance: Diagnosed and resolved complex plugin, workflow, and API defects
throughout the full upgrade lifecycle, materially reducing the post-deployment incident rate and accelerating UAT
sign-off cycles in close collaboration with Business Analysts, QA Engineers, and Technical Leads.
• Database Engineering & Reporting: Designed and implemented T-SQL stored procedures and custom SQL dashboards
to surface real-time Dynamics 365 CRM configuration and reconciliation data, eliminating manual reporting overhead
for banking operations teams.
• Ongoing CRM Support: Delivered KingswaySoft SSIS data integration enhancements and continued Dynamics 365
CRM support post-migration, maintaining system stability and resolving live incidents to ensure uninterrupted banking
operations.

Microsoft Dynamics
• CRM Solution Design & Implementation: Designed and delivered end-to-end Dynamics 365 CRM solutions across
Dynamics 365 Sales and Customer Service modules for 4+ enterprise clients in financial services, NGO, and
professional services sectors, translating complex business requirements into scalable, maintainable CRM
architectures aligned with Microsoft best practices.
• Power Platform Development: Built and deployed Model-Driven Apps, Canvas Apps, and Power Automate cloud flows
(approval, scheduled, and event-driven) integrated with Dataverse, enabling end-to-end process automation and
reducing manual workloads across client organisations.
• Power Pages Portal Development: Architected and deployed custom Power Pages portals — including case
management, knowledge base, and real-time customer interaction modules — with full Liquid template
customisation, portal security configuration, and performance optimisation for B2B and B2C client engagements.
• CRM Customization & Configuration: Customised and configured Dynamics 365 CRM components — entities, forms,
views, dashboards, Business Process Flows, business rules, security roles, business units, teams, and queues — to
precisely reflect client business processes and governance requirements.
• Plugin, API & Integration Development: Developed C# plugins, custom workflow activities, custom actions, custom
APIs, and Azure Functions integrations, connecting Dynamics 365 CRM with SharePoint, Jira, Dow Jones, and
additional third-party platforms via REST APIs, OData, and FetchXML.
• Third-Party & Banking System Integration: Integrated Dynamics 365 CRM with Dow Jones for automated customer
compliance verification, Jira for issue tracking synchronisation, and SharePoint for document automation via Power
Automate — materially reducing manual compliance and data entry effort across client operations.
• Data Migration & ETL: Planned and executed data migration initiatives using KingswaySoft SSIS, designing robust ETL
pipelines to ensure data integrity, completeness, and quality across Dynamics 365 CRM implementations and upgrade
projects.
• Reporting & Analytics: Delivered Power BI dashboards and multi-page SSRS reports integrated with Dynamics 365
CRM, providing sales pipeline visibility and opportunity analytics that improved leadership decision-making across
client accounts.
• ALM & Environment Management: Managed managed and unmanaged solution packages, solution layering, and
multi-environment deployment (DEV / QA / PROD) using Azure DevOps, maintaining code versioning and supporting
reliable application lifecycle management across concurrent client projects.
• Team Leadership & Client Consulting: Led and mentored a team of Dynamics 365 CRM consultants across multiple
concurrent projects, conducting code reviews, providing technical guidance, and delivering end-user training sessions
to maximise client adoption of Dynamics 365 CRM and Power Platform capabilities.

• Application Development: Developed and maintained .NET and C# applications and REST API integrations,
establishing a strong technical foundation in C# development that directly informed subsequent Dynamics 365 CRM
plugin and customisation engineering.
• Quality & Agile Delivery: Participated in code reviews, debugging sessions, and Agile delivery cycles, contributing to
on-time delivery of client-facing features while adhering to coding standards and quality best practices.