SUMMARY:

• 11 years of experience having worked with clients in diverse industries and possess insight on key customer pain points and customers’ expectation from a standard SAP CRM offering
• Considerable experience in defining, designing and delivering business solutions based on SAP CRM
• Experience in managing multiple tasks simultaneously. Experience in coordinating large scale implementation with high profile stakeholders and multiple teams
• An effective communicator with good relationship management and problem solving skills

TECHNICAL SKILLS:

Technology and Tools: SAP CRM SAP ERP Project Management Client Interfacing Business Requirement Gathering Blueprinting Requirement Analysis Software Development Life Cycle Functional Designing Functional Configuration Estimation Test Management Application Testing Quality Assurance Offshore Coordination Team Leadership & Mentoring Consulting Stakeholder Management Customer Relationship Management SAP CRM Cloud for Customer (OpenSAP Course)

PROFESSIONAL EXPERIENCE:

Confidential, San Diego, CA

Lead - SAP CRM Functional Consultant/Architect (Version 7.0)

Responsibilities:

• Responsible for the CRM Functional Area of the Reduce Your Use & Critical Peak Pricing Project
• Worked on core CRM application across four business themes - Enrollment, Eligibility, Event Management, Campaigns & Notification
• Led workshops with business users to gather and analyze business requirements. Key areas of analyses were Enrollment, Eligibility and Campaigns & Notifications. Conducted/participated (in) workshops over a period of 4 weeks with an average participation of 12 business users per session
• Negotiated with business users on rationalizing the requirements list to adhere to the client budget and project timelines. Held multiple one-on-one meetings with influencers in various business units to cull and prioritize business requirements
• Architecting solution post requirement gathering through multiple brainstorming sessions
• Authored functional design document and configuration rationale on the prioritized list of business requirements across four different business themes of Enrollment, Eligibility, Campaigns & Notifications and Event Management
• Designed a system in SAP CRM 7.0 version for the “Reduce Your Use” Program which incentivized customers to reduce electricity usage during periods of high demand. Worked extensively with the Customer Program department to understand Campaign trigger, Communication with third parties and dependence on externalities such as weather patterns to translate business requirements into system behavior.
• Coordinating with different Non-SAP teams for batch interfaces to send out Customer Communications for Reduce Your Use Day Events
• Coordinating in Go-Live Cutover Planning and Execution
• Coordinating and Supporting the Business Testing Team during the various phases of System Testing
• Providing Post Go-Live Support through Warranty Period to the Business Users

Confidential

Business Analyst/SAP CRM Consultant (Version 7.0)

Responsibilities:

• Owner for the CRM Web UI System Configuration - Configuring Web UI Screen, Role Configuration Key, Business Roles, Navigation Bar Profile, Web UI Screen Elements/fields, Campaign, Status Profiles, Service Contract Transaction Type, Service Contract Status Profile, External List Management, High Volume Segmentation, Product Configuration, Participating and conducting Business Requirement Gathering sessions with the key stakeholders
• Prepared presentations to showcase the CRM system capabilities in meeting the business requirements for the client
• Responsible for Transport Migration across environment using Solution Manager CHARM
• Led extensive interaction with offshore SAP development organization to draw functional specifications for four critical enhancements and three interface modifications that helped the client automate the Rate Enrollment functionality with SAP CRM for 1.4 million customers. (Rate Enrollment functionality was enabled within SAP CRM using Service Contracts which stored the Rate a particular customer is currently enrolled on for the premise it is associated with.)
• Led assembly testing and rollout of 45 customer specific development enhancement throughout the life of the project. Led discussions with development teams and translated business requirements into technical specifications and vice-versa.
• Documenting To-Be Business Process Designs for Business Process Areas including Enrollment and Organization Management and then reviewing them with the business process owners for gap analysis. These Business Process area functionalities were achieved through following CRM functional areas - Service Contracts (Enrollments) and Organizational Model (Organization Management) respectively.
• Authoring Functional Designs for Real Time Enrollment and Batch Enrollment for the master data updates flowing through the Central Billing System and then driving the designs to the completion of object build and integration testing. Real time Enrollment interface and Batch Enrollment are two major functionalities for Stage 2 and they were achieved using the Service Contract functionality within SAP CRM
• Designed the Functional Security with the Corporate Controlling department of the client to create Business Roles for eight different job functions. Key considerations were segregation of data visibility and access to specific SAP transactions for users in these departments.
• Documenting and managing the Functional Securitydesign for 8 different categories of business users within the SAP CRM Module - Users across Sempra Marketing and Sempra Enrollment/Event Management functionality area.
• Managing defects across the different CRM Teams and coordinating effort to their resolution with the offshore team - coordinated defect resolution with the Confidential and Client Leadership on daily basis.
• Participating in Go-Live Cutover Planning and Execution - Executing Cutover tasks in timely and organized manner for the successful Go-Live.
• Conducted 3 sessions on the new version of SAP CRM 7.0 for the client to familiarize and educate them
• Mentoring and guiding the Offshore team about the different business process on the functional areas like Enrollment and Eligibility, their corresponding designs and standards followed across the project

Confidential

SAP CRM Consultant

Responsibilities:

• Provided SME support to various projects across the India Delivery Center - Performing Code Reviews, Technical Design Reviews, Complex Issue resolution related to Service Order scenarios and Installed Bases.
• Supported Pre-Sales and client Demo activities by configuring different scenarios of SAP CRM to prospective clients - Tata Steel Limited - Worked on the Account Management Demo for the client to showcase the effectiveness of the Account Management functionality within CRM
• Conducting CRM Related s for large audiences - CRM Functional and Technical Overview to the IDC Employees
• Helping across in CRM capability development - Resolving Queries on Discussion Forums, coming up with ideas on TechEd Demos, and providing help across CRM Practice for any project related matter.
• Providing support for RICEFW Effort Estimation through standard Confidential developed ADM Estimator Tool - Helping projects team across IDC with RICEFW Estimation using Confidential standard ADM Estimator Tool.

Confidential

Sales CRM Application Support Lead

Responsibilities:

• Coordinated the Production Support Work from India Delivery Center
• Interacted with key business stakeholders and end users for incident resolution requirement
• Distributing Weekly Status Report to key stakeholders on the incidents reported by the users.
• Prepared Causal Analysis Report and shared trend of incidents with the Process Focal Points so as to educate users if there is a gap in understanding of application. This resulted in reduction of number of incidents of similar nature by 60-70% over a period of 6 weeks
• Conducted knowledge enhancement sessions for users on Groupware Integration which helped user understand the process flow of synchronization functionality and reducing specific nature incident by 80% over a period of 4 weeks/months
• Excellent track record of providing incident resolution within the SLA time frame. Zero instance of missing the SLA time line.
• Experience in CRM - Sales & Marketing domain spans across Groupware Integration, Account Management, Account Planning, Contact Management, Call Plans, Campaign Management, Opportunities, Sales Pipeline, Factsheets, DIT Upload Tools,etc.

Confidential

CRM Techno-Functional Lead (CRM Version 5.2)

Responsibilities:

• As a CRM Techno-Functional Lead, was responsible for (i) the delivery planning of the various components (Web UI Components, Enhancements, Interfaces, Conversions & Reports) (ii) develop the functional and technical specifications perform component testing to ensure adherence to business requirements and (iii) leading cutover activities with zero defects during the “go-live” phase from offshore development center.
• Performed SAP CRM base customization for CRM solution implementation.
• Coordinated the RICEFW Status Tracking with Onshore Lead with a 100% rate of object delivery on time.
• Possessed good understanding of CAMS system functionalities which helped in implementing changes on Account Plans and other activities like Trade Report, Collection Call Report and Credit Appraisal Request and also configuring Action Profile Changes
• Developed Technical Designs for enhancements
• Developed Prototypes/builds and Unit Testing
• Participated in Cutover activity & ensured a successful Go-Live with zero defect

Confidential

CRM Technical Consultant

Responsibilities:

• Was involved during Shell CRM (Version 5.2) Release 2.3 - Bundle 3 and Bundle 4 from the analysis stage
• Developed in-depth knowledge about the Shell Lubes CRM Functionality - Campaign Management, Opportunity, Account Plans, Call Plans, Fact Sheets, DIT, etc.
• Was involved in RICEF Estimation
• Coordinated and assisted team members in completing their tasks and tracking the status of RICEF
• Developed Functional Designs and Technical Designs for enhancements
• Developed Prototypes/Builds and Unit Testing for those enhancements
• Helped the Functional Designers during acceptance testing phase

Confidential

CRM Technical Team Lead/ Analyst

Responsibilities:

• Was involved in production support for the ESM (Equipment Services Management) Stream of PepsiCo Equipment Division.
• Analyzed Production incidents in the area of SAP CRM - Services (Version 5.0) which were mainly related to Install Bases, Interaction Center, Service Orders, etc. and, then providing a fix for them as per the SLA framework.

Confidential

SAP ABAP/XI Consultant

Responsibilities:

• Worked on Data Dictionary, Reports, Interfaces (involving Change Pointers), and Enhancements - Modules mainly involved here were like Manufacturing, Logistics, Finance.
• Worked on SAP Material Master and Sales & Distribution Module
• Worked on SAP XI Interfaces - Interfaces from Oracle to SAP-ECC and Vice Versa
• Supported the Acceptance Testing phase and performed Gap Analysis for functionality pertaining to. Developed excellent working relationship with key users and helped them transition from legacy system to SAP system.
• Supported post-implementation and maintenance efforts which helped me develop client interfacing and management skills.
• Prepared documents at every stage: Development, Reviews, Testing and KT

Confidential

ABAP Developer

Responsibilities:

• Authored design document and implementing the design as ABAP Code for the respective modules - Project Systems.
• Designed and executed test plans
• Played the role of Defect Coordinator by managing defects and getting them resolved on schedule.
• Participated in other related project activities like Global Delivery Dashboard (GDD), s etc.