Open to opportunities

Prabin Khadgi

@prabinkhadgi

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Support Engineer with 5+ years managing Dynamics 365 CRM support and client escalations.

Nepal

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What I'm looking for

I’m looking for a Support Engineer role where I can own Dynamics 365 CRM support, manage ticket lifecycles, and collaborate with clients, Microsoft, and engineering to resolve escalations quickly and improve onboarding.

I’m a Support Engineer with 5+ years of experience in technical support, CRM administration, and client relationship management. I focus on turning support requests into resolved outcomes by managing the full ticket lifecycle—from intake through closure—inside Microsoft Dynamics 365 CRM.

I liaise between clients, Microsoft, and internal development teams to troubleshoot and resolve CRM issues and escalations. I also contribute to training materials to improve onboarding outcomes for new support staff, and I coordinate daily client communication through email and Microsoft Teams.

Before support, I built a strong technical foundation through PHP/MySQL web development and UI/UX & graphic design. I’ve supported operations using structured Excel-based systems, and I’ve worked on building online shopping features and backend database logic with secure login and debugging.

Experience

Work history, roles, and key accomplishments

Current

Support Engineer

Current

Dogma Group

Feb 2021 - Present (5 years 6 months)

Manage client interactions via email and Microsoft Teams, ensuring timely resolution of support cases. Administer Microsoft Dynamics 365 CRM and handle client ticket intake through closure, including escalations and troubleshooting coordination.

Microsoft Dynamics 365 CRM Administration Ticket Lifecycle Management Microsoft Teams Client Relationship Management Troubleshooting Cross functional Coordination

MS Teams / Outlook IT Assistant

Capital College and Research Centre

Dec 2019 - Jul 2020 (7 months)

Maintain student and faculty records using structured Excel-based systems and coordinate email communications with staff and students. Support academic program administration by designing certificates and preparing questionnaires.

Excel Email Communication Project Coordination HTML CSS JavaScript PHP Photoshop Illustrator Figma

PHP/MySQL Intern

Neparica Technology

Built and structured web pages for an online shopping platform and implemented backend database functionality for product and order management. Developed secure login functionality and performed debugging for stable execution.

PHP MySQL Backend Development Database Design Debugging Web Development