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Ethan B.

D365 Customer Service Consultant

Experience with Dynamics: 4+ years

40 Hours / Week

WEEKLY AVAILABILITY

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Hire Dynamics Developers » Consultants » Ethan B. – D365 Customer Service Consultant

D365 Customer Service Consultant

I’m a D365 Customer Service Consultant with 15+ years of experience implementing, configuring, and optimizing Microsoft Dynamics 365 Customer Service solutions. I specialize in process automation, SLA management, case routing, and omnichannel support. I’ve delivered solutions for clients in finance, logistics, and healthcare, improving efficiency and customer satisfaction while ensuring compliance and scalability.

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Experience in MS Products

Dynamics 365 Customer Service

5 years

Power Platform (Power Apps, Power Automate)

4 years

Power BI

3 years

Dataverse

3 years

Azure Logic Apps

3 years

Virtual Agents

2 years

Industry Expertise

Accounting

Logistics

Healthcare

Key Skills & Tools

Configuring Dynamics 365 Customer Service modules
Implementing SLA and case routing strategies
Omnichannel support setup (chat, email, phone)
Power Automate workflows for service automation
Power BI dashboards and reporting for KPIs
Virtual Agents and AI-driven insights
Integration with ERP and ticketing systems via Azure
Data migration and cleansing
Dataverse security roles and permissions
Troubleshooting, testing, and performance optimization
Documentation and end-user training

Certifications

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
Microsoft Certified: Power Platform Functional Consultant Associate (PL-200)
Microsoft Certified: Dynamics 365 Fundamentals (MB-910)
Microsoft Certified: Azure Fundamentals (AZ-900)