About Me
I am a Dynamics 365 specialist.
I'm a Solution Architect based in Glasgow, with over 15 years of experience designing and delivering Microsoft Dynamics 365 and Power Platform solutions.
My specialist area is Dynamics 365 Customer Service and Contact Center. I help transformation leaders make confident decisions in this space, so they can deliver programmes that work, on time and on budget, without relying blindly on their implementation partner.
Years of broad experience sit behind that focus. I've delivered Dynamics 365 Sales and Field Service implementations that help teams manage their pipeline, customer relationships and on-site operations. I've also built bespoke Power Platform solutions and implemented Power Platform governance and adoption hubs. I see how service, sales and the wider platform connect, and that's exactly where most programmes either thrive or come unstuck.
I am a builder, not just an advisor.
Joining up outcomes and technology. Most programmes don't struggle because of the software. They struggle because the requirements drift away from the outcomes they were meant to deliver. I keep the two connected.
Showing, not just telling. I'd rather build a prototype and show you how a feature helps your agents than hand you a 60-page document. (I'll still write the document when it matters.)
Thinking beyond go-live. Good decisions early on save time, money and a pile of technical debt later.
I am proven where it matters.
Most recently, I've been the architect on a contact centre transformation for a large UK investment group. The goal was to move from Salesforce Service Cloud, legacy telephony and a collection of standalone tools to one unified Microsoft contact centre built on Dynamics 365, Dataverse and Azure. That's meant everything from data workshops and caller identification and verification design to environment strategy and integrations with back-office and regulatory systems.
Before that, I designed and delivered Dynamics 365 Sales, Customer Service and custom Power Platform solutions for membership organisations, pension providers and financial services firms. These were often heavily regulated environments in which getting the data model and governance right the first time really matters.
I am honest about what works.
Honest advice. I do what's best for your organisation and your product, even when that means telling you something you didn't want to hear.
Close to the people who know. I get the best results working alongside subject matter experts and key stakeholders, not from behind a wall of status reports.
Open about the lessons. I've made mistakes on projects and learned from every one. I share those lessons here so you don't have to repeat them.
I am part of the community.
I held the Microsoft MVP award for four years, and I'm an organiser at Scottish Summit. The Business Applications community gets stronger when we share what's worked, and what hasn't.
I am more than my job title.
I'm still pursuing the elusive work/life balance everyone talks about so fondly. Family comes first, so you're more likely to find me on the sidelines for my son's football match than in my office on a Saturday afternoon.
When I'm not doing that, I'm usually snowboarding (French Alps, Whistler, the Scottish Highlands when the snow behaves), watching wrestling, or trying out the latest AI tools in my personal sandbox. I'll write about these too. Lessons from the mountain and the ring have a funny way of showing up in project delivery 😉
I am happy to talk
If you're planning a Dynamics 365 programme, or you're in the middle of one and something doesn't feel right, I'd love to hear about it. Connect with me on LinkedIn and let's start a conversation.
