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Sofia R.

D365 Support Manager

Portugal

Experience with Dynamics: 5+ years

40 Hours / Week

WEEKLY AVAILABILITY

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Hire Dynamics Developers » Consultants » Sofia R. – D365 Support Manager

D365 Support Manager

I manage and lead Dynamics 365 support operations, ensuring high system availability, fast issue resolution, and continuous performance improvement. With 13 years of experience in CRM/ERP ecosystems, I’ve built support teams, implemented incident management processes, and optimized system stability for enterprise environments.

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Experience in MS Products

Dynamics 365 Customer Service

5 years

Dynamics 365 Sales

5 years

Dynamics Business Central

3 years

Azure DevOps

3 years

Microsoft Teams

4 years

Industry Expertise

Insurance

Education

Transportation

Key Skills & Tools

Managing L1–L3 support teams
Incident, problem, and change management
SLA monitoring and escalation workflows
Root-cause analysis and performance troubleshooting
Dynamics 365 environment administration
Security role and access governance
Release management and deployment coordination
Power Platform monitoring and optimization
Knowledge base creation and maintenance
Service reporting and KPI analytics
Cross-functional communication with technical and business teams
User onboarding, training, and support planning
Data integrity audits and compliance oversight
Azure DevOps work item management
Creating and improving support processes and documentation

Certifications

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
Microsoft Certified: Power Platform Functional Consultant Associate (PL-200)
ITIL® Foundation Certification
Microsoft Certified: Dynamics 365 Fundamentals (MB-910)