Shriharsha Mutalikdesai

Performed business analysis for implementing a customer portal using Dynamics 365 CRM CE for a US client in the HLS domain. Led requirement gathering through workshops, documented as-is/to-be processes, and supported SIT/UAT activities with development and testing teams.

Led functional business analysis for implementing a Customer Portal based on Dynamics 365 CRM CE for a US client in the HLS domain. Drove requirement workshops, documented As-is/To-be process flows, and supported SIT/UAT activities for delivery readiness.

Drove functional business analysis for implementing Dynamics 365 CRM CE for multiple geo clients across telecom, healthcare insurance, and construction domains. Collaborated with stakeholders and product owners to refine and prioritize user stories and translate needs into BRD/FRD and functional specifications.

Conducted functional business analysis for Dynamics 365 CRM CE implementations across multiple geographies and domains including Telcom, Healthcare Insurance, and Construction. Partnered with stakeholders and product owners to refine and prioritize user stories, write requirements, and coordinate with development and testing teams.

Supported business analysis for implementing a consumer retail lending application based on IFRS 9 standards for a leading consumer retail client in South America. Produced requirements and functional specifications and coordinated with delivery teams during implementation activities.

Conducted functional business analysis for implementing a consumer retail lending application aligned to IFRS 9 standards for a leading consumer retail client in South America. Documented requirements and supported solution definition through workshops and stakeholder collaboration.

Worked as a support engineer and service account role for Dynamics 365 CRM CE, supporting Microsoft customers and managing service account activities. Provided analysis and coordination across teams to ensure customer needs were captured and supported.

Served as a Support Engineer and Service Account Manager for Dynamics 365 CRM CE supporting Microsoft customers. Provided customer-facing support and coordinated support and service activities for CRM CE platforms across Bangalore and Hyderabad.

Served as Duty Manager at Microsoft GTSC handling technical routing of cases to support engineering teams. Coordinated operational workflows to ensure cases were directed to the right engineering resources for resolution.

Served as Duty Manager at Microsoft GTSC, managing technical routing of cases to engineering support teams. Coordinated operational workflows to ensure timely escalation and processing of support requests.

Supported EU telecom client project operations as a Project Support Officer, managing day-to-day PSO activities. Coordinated project support tasks to help teams execute effectively and maintain operational continuity.

Provided L1 application support for internal business transaction tools and applications built on SAP ECC 6.0. Supported issue handling and day-to-day application operations for business users.

Earned a Bachelor of Computer Applications from SMUDE.