Ricardo Mendes
@ricardomendes
Experienced Business Application Support Analyst with CRM and ERP expertise.
United StatesWhat I'm looking for
I am a seasoned Business Application Support Analyst with over twelve years of experience in the IT services industry, specializing in CRM and ERP applications, particularly within the finance and banking sectors. My role has involved functional maintenance of large-scale CRM applications, including Global Operations in LATAM and D365 F&O Operations modules. I excel in translating complex technical and business contexts for diverse audiences, ensuring seamless communication and understanding across teams.
Throughout my career, I have demonstrated a strong ability to manage incident tickets, perform gap analysis, and implement process improvements. My experience includes user training on CRM Salesforce and D365 processes, as well as serving as a liaison among cross-functional teams. I pride myself on my problem-solving skills and my commitment to delivering high-quality support to both internal clients and stakeholders.
Experience
Work history, roles, and key accomplishments
D365 F&O Support Analyst
Turner & Townsend
Feb 2024 - Present (1 year 5 months)
Provided application support for D365 Operations Module, focusing on Purchase Orders, Invoicing, Trading, and Timesheet processes, and financial reports. Managed incident tickets and their SLA via FreshService application, participating in scrum meetings for management reporting and quality assurance.
Senior Bilingual CRM Production Support Analyst
Citigroup USA
Jun 2015 - Present (10 years 1 month)
Managed incident, change, and problem tickets with SLA via ServiceNow, providing continuous training and support on Banking Commercial Lending processes related to MS Dynamics CRM and Salesforce. Conducted in-depth analysis of business processes, identified improvements, and recommended solutions leveraging CRM applications.
Bilingual CRM Production Support Analyst LATAM
Citigroup Brazil
Jul 2013 - Present (12 years)
Conducted continuous training and support on Banking Commercial Lending processes related to MS Dynamics CRM for end-users and team members. Provided troubleshooting assistance and solution delivery, managing incident, change, and problem tickets with SLA via ServiceNow.
Microsoft Dynamics CRM Support Analyst
Tridea Tecnologia da Informação Ltda
Feb 2012 - Present (13 years 5 months)
Analyzed, troubleshot, and delivered solutions for MS Dynamics CRM application issues, performing functional support and analysis including data management and integration. Developed database queries and investigated error logs to address root causes.
Education
Degrees, certifications, and relevant coursework
Unknown
Bachelor of Science, Management Information System
US Degree evaluated as equivalent to 'Bachelor of Science Degree in Management Information System'.
INPG Business School
MBA, Business Management
Completed an MBA in Business Management at INPG Business School in Sao Paulo, Brazil.
FECAP College
Bachelor, Communication Sciences
Obtained a Bachelor in Communication Sciences from FECAP College in Sao Paulo, Brazil.
Estacio UniRadial
Technical High School Diploma, Information Technology
Completed Information Technology Technical High School at Estacio UniRadial in Sao Paulo, Brazil.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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