SAP Summary:

• Skilled SAP professional with over 9 years of SAP experience, of which 6+ years of strong CRM functional experience in CRM implementation, customization, configuration, integration, testing, user training and support in CRM sales, service, marketing, CIC, and E-commerce. Overall 14 years of total IT experience.
• 2 full cycle implementation experience with ASAP methodology involving all phases from scoping, blueprinting,implementation, testing, go-live and post implementation support
• Strength and hands on experience in configuring and customizing core concepts of SAP CRM including:

Sales: Full Life cycle expertise involving Activity Mgt., Opportunity Mgt., Quotation Mgt., Order Mgt., SalesContracts Mgt., Sales Cycle, Pricing, Billing, Product Substitution, Free Goods, Copying Control, Quotation & Order Management, Listing & Exclusion, Partner/Product Ranges, Account Management, Credit Management, Structured Products

Marketing: Creation of Marketing Plan and Elements, Lead Mgt., Campaign Mgt., External List Mgt.,Segmentation-attribute creation and Mail Communication. Campaign Execution & Analysis

Service: Base Customization, (Date profile, Status profile, BP determination, Action profile, Organizationdetermination), R/3 Integration of BP; Products, Service Transaction, Contracts, Quotation and Order, Complaint, Repair, Product Service Letter, Case Management, Multilevel Categorization, Activity Management, Organizational Structure, Master Data (BP, Product, Install Base, Warranty), Resource Planning (RPA), Planned Service, Knowledge Management

• Knowledgeable and capable of translating business needs and dealing with ABAP teams on BAdI’s, User Exits, LSMW, ALV, SAP Script, and Smart Forms.
• Excellent exposure and knowledge of middleware objects, settings, downloads and integration between CRM and ECC for master and transactional data
• SAP CRM, SD and ECC experience in retail, manufacturing and financial domains
• Experienced in solution assessment, defining implementation strategy and project planning, excellent verbal and written communication skills in order to facilitate business and technical discussions and to document needs
• Excellent project execution track record with good leadership, strong analysis & analytical skills.

Certifications/Qualifications:

• SAP Certified Consultant
• IIBA affiliated Business Analyst certification
• MBA-Management Information Systems
• Bachelor’s Degree in Production & Manufacturing Engineering

Highlights/Capabilities:
Manage-Deliver Full Life cycle engagements: Process Study Solution Mapping Gap Analysis Functional Design Configuration/Enhancements Testing User Acceptance Go Live.

• Drive solution selling, bid/proposal-making and deliver client presentations. Develop prototypes and accelerators towards client showcasing.
• Help clients towards business benefit goals, by working through key deliverables, Lead Business Engagement involving stakeholders and business teams during Business Blueprint
• Structure and conduct client workshops, carrying out High Level and Detailed Level design.
• Drive Fit-Gap analysis, estimations and budgeting of resources per ASAP Methodology.
• Setup delivery model and resourcing, along-with specific tasks and responsibilities.
• Drive Build, including configurations and enhancements, concluding it through Business testing.
• Establish User Acceptance & Training approach through to Final Preparation, Cutover & Go-Live.
• Highlight untapped areas, shortcomings to original requirements, striking the value proposition with Scope Change Requests. Involve in Client negotiations over scope-creep.
• Help client stabilize the solution post-Go-Live, implementing Business and SAP Best Practices.

Technical Skills:

CRM Versions 2006s, and 7.0; ECC Versions 4.7, 5.0, and 6.0

ABAP Knowledge:

DDIC, Debuggers, Reports, ABAP Query, LSMW, SAP Script, Smart Forms

SAP Tools:

Net Weaver, ARIS, Solution Manager, RWD uPerform

Supporting SAP Tools:

Clear Quest, Quality Center, Remedy

Other Modules Exposure:

APO, BW, FICO, HCM, MM, PM and PS

Experience:

Client:

Confidential,Canada

Jan 2010 Current

Role:

CRM Functional Consultant

Description:

bank in North America to adopt SAP as their main banking backbone system and

implement SAP in one big-bang go-live across the entire enterprise, various SAP modules implemented

including-CRM, ECC, BW, Banking Services & its sub modules-Deposit Management, Loans

Management, Collateral Management, Payment Engine, and Bank Analyzer

Landscape:

CRM 7.0, ECC 6.0, BW, BaS 6.0, BA 5.0, PE 3.0, NWAS

Responsibilities:

CRM Sales

• Evaluated SAP fitment with a team of SAP consultants and senior management based on scoping the as-is and to-be
• Created blueprints and design specifications for sales cycle process. Analyzed current processes, and held workshops to extract requirements from stakeholders, SME’s, and end users
• Involved in RICEFW and gap assessment to supplement blueprint documentation
• Recommended and segregated sales order processing cycle into 5 main steps customer information, needs assessment, product selection, financial conditions, and statements.
• Performed base configuration for Lead-to-Order sales cycle activities, transaction types, item categories, item category determination, copy-controls, set up control attributes within transactions-status profile, action profile, org determination profile, partner determination procedure
• Configured organization determination procedure for custom origination transaction to identify correct financial division and distribution channel
• Configured custom action & status profiles to set various statuses based on level of completion of sales application
• Customized date profiles based on product selection for time dependent products
• Customized text profiles to capture specific account feature selection as part of final contract with customer
• Collaborated with banking services teams to pass and merge sales application data from CRM into banking products, via replication
• Performed customization configuration of account/contract such as contract term, authorized BP roles, linked accounts
• Defined and configured BP relationship, customization for various BP roles needed for deposit and loan products such as-account holder, sold to party, portfolio manager, correspondence recipient etc….
• Completed base configuration for customization of transaction types like account creation, master contract, root master contract, and control attributes: org determination procedure, partner determination procedure, date profile, text profile, number ranges, and role/relationship configuration as per requirements
• Created specific action profile depending on product determination to launch various product with pricing selection option to be able to customize a product as per customer needs and requirements within company tolerances and risk rating
• Configured master contracts as umbrella contract to include more than one contract for a BP, for statements, taxation and total commitment functions.
• Involved in configuration for marketing plans, campaigns customization, attribute and segmentation customization, List management-ELM, execution of campaigns and creation of tasks/reminders for yearly RRSP, and FD maturation

CRM CIC

• Worked on the sales component customization in CIC for IC agents, and collaborated with CTI consultants to integrate data passed from CTI into CIC for account location and display
• Organized workshops and information gathering session to capture requirements and to create business blueprints
• Involved in enhancement of account identification profile-based on line of business such as-retail, commercial, agri-business, govt, and non-profit and a/c identification by various parameters name, bp #, a/c #, products, contact person, guardian, ph, address, other govt id, etc…
• Configured business transaction profile by role/authorization and customized transactions that will be available for IC agent during processing
• Configured master data and basic functions for Partner determination, Date management, Actions, Transactions
• Configured business activities and tasks for activity management through CIC.
• Customized Business Partner Cockpit including fact sheet for CIC agents to manage information about Business Partners.
• Configured and set up CIC profiles and agent dashboard. Extracted and customized authorizations and roles for CIC-sales person, manager, administrator
• Configured the Email Response Management System to manage email notifications and out-of-office replies.
• Integrated marketing components like products proposals with the CIC front-end screen used by IC agents.
• Customized alert modeler setup in CIC in such a way that it triggers events for special operations
• Customized the action box, added transactions for creating activities, scripts and launching useful links
• Extensively involved in configuration and customization of business Objects in CIC such as IC Web Client functions, navigation bar, transaction launcher on IC Web Client screen.
• Involved in testing phase of project, performed unit testing of configuration and integration testing with CTI consultants to ensure working of end to end functionality

Client:

Confidential,Oakville, Ontario, Canada

May 2008 Nov 2009

Role:

CRM Functional Consultant

Description:

Confidential,is one of Canada’s leading manufacturer and distributor of building construction products, and

steel containment products for agricultural grain, fertilizer and liquid storage. They have 19 manufacturing

facilities across Canada and implemented SAP ECC and CRM to consolidate its manufacturing, create

operational efficiencies across organization and grow the business by retaining and offering better products

and services to its customers.

Landscape:

CRM 7.0, ECC 6.0, EDI

Responsibilities:
Extensively involved in Requirements gathering, fit-gap analysis, functional set up and configuration as per ASAP methodology

• Customized and configured base customization-transaction, item categories, item category determination, copy controls, follow-up transactions, all control attributes (profiles), to be channelized thru 2 divisions-building products and farm container solutions
• Configured org structure in CRM and collaborated with ECC consultants to maintain similar structure between CRM and ECC
• Interacted with super users in understanding requirements on Service blue printing design included Service Contracts, Service Level Agreements, Service Order Management, Service Confirmations, Complaints, and Repairs and associateddocument flow, status management, text types and field groupings.
• Involved in enhancement of Product Master in the areas of Product Hierarchies, Categories, Set Types and
• Attributes and assigned the Product Master to responsible Sales Units, Configured warranty products within CRM
• Maintained IBase for customer installations with details of installation components, and custom parts/equipment as individual objects
• Responsible for configuration and setup of service process related data such as warranties, entitlements, work flow escalation and assignment of these to the service process transaction types
• Configured process to issue installation service ticket for sale of building or farm product item at authorized dealer
• Collaborated with ECC consultants to customize the sale completion cycle at dealer point of sale to confirm installation team availability via EDI (Genetran & RosettaNet), delivery and shipping dates would be confirmed after checking availability with installation team via EDI
• Configured calendars for installation team availability, service maintenance team availability using RPA tool
• Involved in RPA-Resource Planning Application for availability, qualifications, service levels and integration with ECC for labor activity cost determination
• Completed complete service cycle configuration-service order, service confirmation, generation of billing and accounting documents with ECC, and sending updates to CATS for labor activity
• Configured complaints cycle, maintained subject profile, code group profile, code catalogs and code groups for multi-level categorization
• Configured the returns and repair service flows for on-site repairs of customer installations, including repair contract and warranty determination, main item and sub items, diagnosis, spare parts ATP check, service type and valuation types, return & repairs involved extensive collaboration with ECC consultants
• Configured Service Quotation for cases involving parts not covered under contract or extended warranty
• Maintained knowledgebase of authorized private contractors and service technician staff as installation and service maintenance teams
• Built complete pricing customization and pricing determination for service processes and custom pricing schemas to account for warranties
• Worked with other teams for configuration of Internal Order for service contracts, service confirmations, service quotations on service document release and collaborated with ECC consultants for mapping to respective GL’s · Collaborated with FI consultants to reference accounting documents in CRM.

Client:

Confidential,PA, USA

Jan 2007 Mar 2008

Role:

CRM Functional Analyst

Description:

This is a world leader in multimedia retail mainly thru their preferred channels- television and phone. They

were using ECC for their material inventory and delivery management, and wanted to build on that base

with CRM as the customer facing layer to enhance functionality offered to customers and retain their

customer base with better after sales services

Landscape:

CRM 2006s, ECC 6.0

Responsibilities:

• Conducted detailed analysis sessions with end users and SMEs in defining process in SAP’s volume based design for this B2C IS Retail client
• Extensively involved in requirements gathering, functional set up and configuration, fit-gap analysis, blueprinting, implementation, and go-live activities
• Worked with a team for consultant to customize and configured IS-Retail Order to Cash sales cycle from order to delivery and shipping confirmation
• Involved in master data download from ECC-business partners, accounts, products, and manual org structure creation in CRM
• Download material hierarchy from ECC to CRM and customized to meet business needs, created CRM product categories, set-types and attributes as per business scenarios
• Customized business partner data sets for business scenarios-such as multiple business partners within same household address
• Customized and configured sales order transaction along with all control attributes and procedures - action profile, status profile, text profile, org determination, date determination
• Performed customization for credit check/credit limit check with ECC consultants
• Configured completed end to end pricing customization to suit client business processes and pricing models such as: fixed cost/fixed quantity model, direct pricing model, ensemble price model, or deal of the day model
• Collaborated with CTI consultants for business partner and account identification using account profiles
• Configured and customized the screen layout of the IC Winclient which is an integration of different business objects and Winclient functions such as scratch pad, navigation area, tool bar, alert modeler, transaction launcher, interaction record, call list queues, and IC scripts.
• Configured personalization, product proposals and Top n Products lists based on account and BP profile.
• Involved in Call Center process flow design and development, based on business rules clearly defined the routing of incoming calls.
• Designed L-shaped framework with IC profiles, partner determination, text determination, and organization determination.
• Created workspaces for business partner search, transactions and action box items, internet, email inbox and editor, solution knowledge database etc.,
• Configured Visible & Hidden Components like Reminder Scripting Profile, Broad Cast Messaging profile providing functionality specific to user needs in CIC.
• Worked with ECC consultants to provide input for drop-ship orders with client shipping agent
• Collaborated with marketing consultants to create customer loyalty profile-accrue points on purchases for QVC sales
• Part of team to design/build business processes solutions and supported integration between SAP R/3, Warehouse management, EDI system, SAP CRM.
• Worked with user departments and other analysts/consultants on test cases and conducted testing for functional, integration, cutover and performance.

Education:

MBA-Management Information Systems,