Professional Documents
Culture Documents
Contact
Ishita Kunwar
www.linkedin.com/in/ishitakunwar Senior Consultant (CRM Technical Lead) at PowerObjects
(LinkedIn) Tampa/St. Petersburg, Florida Area
Experience
PowerObjects
5 years 1 month
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Microsoft
5 years 4 months
•Be the “Voice of the Customer” and “Customer Loyalty Champion” to enhance
the customer support initiative in the technical support division of the Dynamics
CRM product group.
•Consult with the product development team and recommend strategies for
future releases and CRM online service changes.
•Create high-quality technical content for a global corporate audience and
deliver technical trainings for customers, partners and ISV's.
Key Achievements:
•Identified, evaluated, and managed critical risks to prevent call volume spikes
and eliminate a poor customer experience for the Dynamics CRM 2013
product release.
•Developed technical training content, video recordings and webinars for
Partner source, Partner Learning Center and Microsoft Dynamics YouTube
channel.
•Manage escalation, Crisis, and CritSit support issues while ensuring world-
class customer experience.
•Deliver custom solutions and billable services tailored to meet clients’
business needs such as customizations, CRM SDK workshops and code
reviews.
•Participate in technical events & conferences as a subject matter expert on
Dynamics CRM and demonstrate key product features to clients.
Key Achievements:
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•Built out an off-shore support team in Bangalore, India for CRM SDK by
interviewing candidates, delivering post-hire advanced training, setting up a
mentoring process and weekly triage meetings.
•Apply trace analysis and various debugging tools to analyze escalated issues
and build solutions to meet customer needs.
•Deliver billable services such as Dynamics CRM SDK training workshops,
code review requests and complex customizations for partners/customers and
ISV's.
•Maintain strong working knowledge of released products, take ownership
for product improvement, and participate in pre-release activities and beta
programs.
•Write technical articles, walkthroughs, and sample programs for the Dynamics
CRM SDK.
Key achievements:
•Represented Microsoft at customer/partner events (e.g. Convergence 11’) as
a subject matter expert on Dynamics CRM SDK.
Intelligent InSites
Software Test Intern
November 2008 - December 2008 (2 months)
•Developed a test harness to validate Hibernate mapping configuration.
Mayo Clinic
Software Development Intern
May 2008 - August 2008 (4 months)
•Developed a prototype for a Gateway server capable of analyzing large-scale
clinical images in DICOM format in order to extract patient data.
Echelon Corporation
Project Manager Co-op
January 2008 - May 2008 (5 months)
•Managed a project using waterfall model for developing a Customer Request
Repository to prioritize, categorize and analyze customer requests for sales of
new products.
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Education
North Dakota State University
B.S, Computer Science · (2005 - 2008)
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