SUMMARY:

• Platinum level Techno - Functional Business Analyst & an Architect with project management skills offering 19 years of IT experience, with a primary focus on SAP - ERP & CRM Application Software. Experienced in ERP (SAP SD, SM / CS / PM / EAM / ETM / MRO, Warranty Claims Management, Custom portals, Reverse Logistics, professional services) and CRM (SAP - CRM Sales, Service, Marketing & Campaign management and Siebel - Siebel Sales, field service, Marketing Administration, Tools, Product configuration) in assessment, scoping, effort estimation, blue printing, design, build / configure, Techno - functional specking, testing, documentation, End-user and support. Most of the work was with big 5 and other major consulting companies in the US.
• Working as Senior solution architect for an Oil and Gas Machinery Manufacturer (for 3.5 Years) on their multiple CS/SM, PM, SD projects with multiple features of SAP including variety of billing i.e. Regular billing, Resource related Billing, Periodic and Mile stone billing for Multiple Business units. The solutions include In house repairs and field repairs with and without Contracts, In and out of warranty and good will. Heavily worked on Intercompany Hardware and service sales with cost capture.
• Worked at Confidential Business Transformation (BIT) SAP project as lead architect for the entire global services team (for 16 months) which includes product services (hardware & software products) and Film / production / professional services with service management (SM / CS, SD), Warranty entitlements and Sales processes of both hardware and software including RXO process using SAP ECC. Solution covers auto creation of Equipment masters by a complete custom program along with assignment of rule based warranty entitlements (master warranty and extended warranty contracts), variety of service & rental / leasing contracts including regular and periodic billing, variety of service orders includes contractual, billable / PO based, digital mastering, with resource related billing, revenue recognition, credit memo processing.
• Worked at Applied Materials, a large Semiconductor Equipment manufacturing Business transformation SAP project (for 27 Months) in multiple Roles as team lead and an architect of Applied global Services Team for Contracts & Warranty, Installed Base, Service Management / PM, Custom services portal, and ‘Reverse Logistics’ teams from blue printing, design, build and testing using SAP ECC with Custom and enterprise portals. Specialized in working with Warranty Management - Warranty claims and Master warranties & residual warranties for Plants, Products, Spare parts and services. Worked on service notifications, field service orders, paid service orders, customer repair orders, worked on POC using SAP CRM 5.0 & 2007 Service module.
• Worked at Honeywell Aerospace and defense MRO SAP project as core team member for (18 months) - Warranty and Claims (Internal and external claims) Processes as a global solution design lead & Architect with SAP R/3 DIMP (Discrete Industry and Mill Products including Auto Industry & Aero Space Defense) version 4.71 for 3rd party repairs and internal repairs. Worked with ‘In plant’ service processes and installed bases. Assisted with Web enablement team with these processes from back end SAP side.
• Worked at Confidential (Ditch Witch) as a core team lead for 12 months with CRM, SM / CS / PM & warranty claims - In-house and external third party repairs and returns and custom dealer portal for a manufacturing organization of Hitachi’s SAP Implementation with SAP R/3 Enterprise version 4.70 Ext 2.00. Proto typed and Blue printed the SAP CRM Sales, Marketing and Mobile sales using SAP CRM 4.0.
• Worked as a Project Manager of a SAP implementation for a Samsung consulting implemented project by managing 20 on site and 15 off shore team members and as a functional analyst in Internet Sales B2B Model.
• Worked at CATERPILLAR as a key member of Accenture Team for CRM implementation with vendor selection, complete design and business process analysis and configuration of entire range of CRM processes including process workflow design and mapping to CRM software in Sales, Services and Marketing areas.

TECHNICAL SKILLS:

CS / SM / PM / EAM: Installed base Management with multiple levels of different types of Technical Objects, Service and parts Contracts, Warranty Management, Service notifications, service orders (In house / Depo repairs, field service repairs, paid service, customer repair orders, refurbishment process, part returns for repairs and exchanges / replacements, billing including periodic, RRB & DIP profiles, Workforce management, Resource planning and scheduling, cost settlement, External procurement of parts and services.

Warranty claims Management solution: - Design and configuration of master data, Claim Processing from various internal and external repair shops, service authorization process, economic considerations process, core returns process, recalling and repair process claims, Service bulletins application and tracking, Extensive claims validation and substitution process, Master warranty assignments and tracking them with multiple time and non-time dependent counters, Pricing the claim line items, Tax computation off of a claim, cost settlement, cost splitting among multiple financial programs, cost allocations to different OEM Plants, revenue recognition, Revenue sharing processing, and Pre & Post reimbursing the claimants by way of credit memo disbursements.

CRM: Landscape of different components of SAP CRM based on client scenario, On line CRM, Organizational management, master data management, internet sales, marketing & campaign management, interaction Center - Tele sales, Mobile sales, Sales order management, Leads & Opportunity management, Activity management, Middle ware configuration with data loads and number ranges mapping and IPC.

Sales and Distribution Module: - Sales order management, Contracts, Quotations, Master Data management, Pricing, Basic functions, Shipping, Transportation, Billing, ATP & Product allocations.

PROFESSIONAL EXPERIENCE:

Confidential, Houston, TX

SAP CS / SM / PM / EAM / ETM / SD Consultant

Responsibilities:

• Working as Senior solution architect for an Oil and Gas Machinery Manufacturer (for 3.5 Years) on their multiple CS/SM, PM, SD projects with multiple features of SAP including variety of billing i.e. Regular billing, Resource related Billing, Periodic and Mile stone billing for Multiple Business units. The solutions include In house repairs and field repairs with and without Contracts, In and out of warranty and good will. Heavily worked on Intercompany Hardware and service sales with cost capture.
• Completed a huge end to end Services and Repairs Project with Billable and Non-Billable scenarios for both external customers and internal customers. This includes warranty repairs, Goodwill repairs and Own Assets repairs without billing. This solution includes heavy Resources Related Billing with heavy customizing on pricing, Consolidated Tax Invoice, Consolidated Proforma Invoice and consolidated Quotation for multiple service orders with a single binder notification / Job. Helped integrating SAP services process with a home grown front end Application (CRM) called InteServ to do majority of Operational transactions using BAPIs. This end to end solution was uniquely built to meet their complete business needs with high scalability to extend to other business units and regions. The solution was built in conjunction with front end to use both for In house / depo repairs and field service repairs and provide accessibility to the customers to check the repair status from time to time with their login with restricted views.
• Helped FMC with rental asset tracking with and without ETM Tool, maintenance processing, Repair processing including billing, returns and repair process, Consignment / advance shipment of parts process, refurbishment processes.
• Worked as a CS / SM / PM / EAM / ETM / SD consultant on a support role using SDLC with in SOLMAN. Also worked on special projects that the company identifies from time to time as needed by the business across business units and subsidiaries that FMC Acquires on an ongoing basis.

Confidential, Long Beach, CA

SVM Team Lead

Responsibilities:

• Built a robust solution for exchanges, In-house / Depo repairs (Both Paid and un-paid / warranty), refurbishment processes. Also built a warranty claims solution for 3rd party service centers doing warranty repairs on behalf of Enterprise and submit warranty claims for transacting parts (free shipment and returns), Labor and Handling charges reimbursement.
• The solution starts from auto creation of equipment masters while shipment to customers, Selling Extended warranty contracts, Extended warranty entitlement for additional 12 months on registration of the product on web, Handling the warranty issues via a 3rd party call centers (Right Now Technology Application), Interfacing with SAP for creating automatic orders for exchanges and repairs, also service centers use B2B site for submitting claims and interfaced SAP warranty claims, and transact parts and Labor and handling charges Reimbursement. Built a very robust SAP service and repairs solution replacing existing home grown repairs system, mainframe system and integrated with B2B and RNT Call center systems.

Confidential, San Francisco, CA

STC Solution Lead

Responsibilities:

• Designed and developed a solution (including WRICEF) for film services and product services which includes Equipment masters, Title Masters, Rental Contracts, variety of Service Contracts & Service orders (Contractual, Billable and Digital Mastering), Resource related billing & service quotations, services billing, Service materials, equipment & contract Classification, Standard / Limited warranty (hardware and software) & Extended warranty entitlement management, RXO processes (Return for repair, Advance replacement, Repair & exchange) using repair orders functionality, software and hardware sales processes and associated equipment creation automatically using custom program with rule based warranty entitlement determination. Extended warranty / Service contracts and integration with CRM (Salesforce.com) for equipment records and various entitlements. Implemented Warranty program in line with management policy changes with separate warranty entitlements for software products embedded with in hardware products with retrofitting the previously sold products.
• Worked on integration of CATS time sheets for service confirmations for internal service employees, and integration with accounts payable for time and expenses cost transfer to service orders for external film services technicians, vertex for service taxation and payment card processing with service orders as custom solution.

Confidential, Pittsburgh, PA

Solution Lead; CS / SM, PM / EAM, SD, CRM

Responsibilities:

• Warranty Claims, Master & Residual Warranties for Products, spare parts and services selling solution, Contracts (Services & Parts), Installed base Management, Reverse Value Chain and Custom portal development.
• Blue Print, Design, build, testing of the Master warranties and Residual Warranty process for Products (Semiconductor Plants & Equipment), Spare parts and services. Design, build and testing of customer Complaints, Returns and Replacement processes using warranty claims with custom warranty entitlements checking including non-serialized products. Coordinated the design, build and testing of Service Contracts (with 4 different doc types and 20 different service offerings, Parts Contracts, contracts) with variety of entitlements & service levels, periodic billing, mile stone billing, RR Billing, credit and debit memo requests.
• Installed base management (with multi layered structures Technical objects including Equipment BOMs (Bill of Materials) and Material BOMs), service notifications and Service orders (with 7 different doc types along with cost collection and settlement of company vide repairs both in house and field repairs). The cost settlement was done to the contracts or directly to the CO-OP Objects. Used both revenue bearing and non-revenue bearing service orders. Repair Catalogues were used heavily. Serialization was introduced. Helped vendor warranty recovery process improvement.
• Helped Reverse logistics team to have a unified processing of getting the materials after the repair is done at field. Helped building custom portal for service engineers to accessing and transacting with the day to day servicing processes with 50 - 60% customization. Almost all the service docs. Were made to land in FI CO integration i.e. billing, cost settlement. Used solution manager for all the project documentation and configuration, ARIS for blue printing, Mercury for testing and issue resolution, remedy for after go live support.

Confidential

Solution design Lead

Responsibilities:

• Introduced (By Designing and configuration) of Equipment structures, shelf life warranty, warranty transfers, Equipment registration process, Core / scrap return process originated from warranty claim line items and Core returns posting using WTYRP, Used VSR tool extensively for warranty checking, contract checking and substituting with decision codes with in a claim, duplicate parts alerts with in a claim, duplicate parts alerts across claims, service authorization validation and substitution with in a claim, Contact person and person responsible partner functions substitution with a claim, Claims and service authorizations linkages for the repairs done by multiple service centers for the same repair event
• Parts pricing, Labor rates solution for the warranty claims, standard hours validation for the claims. Helped in designing the program codes solution, Cost settlement solution, cost transfer solution for various OEM plants, Revenue Recognition, Revenue sharing processes, service bulletins, recalls and batch recalls, Customer master modifications with partner functions to suite to aftermarket and warranty claims process. Master warranty management with multiple counters, automatic assignment and tracking of master warranties at the time of repairs based on the counters. Tax computation and accrual process based off of a claim, claim summary sheets, Reworked parts claim paid average calculations (Periodic) and storing them as price records, interfacing with other systems including web.
• Receive; repair, with or without loaning the equipment (during repair process called ratable process) and returning to customers with or without invoice.

Confidential, Perry, OK

Team Lead: CS / SM / PM / EAM, Warranty Claims

Responsibilities:

• Did workshops and business analysis, re-engineered the customer service and warranty claims processes for the repairs done by 3rd party service centers with new strategy, meeting the warranty legislation using SAP 4.7.
• Collected the detailed requirements, designed to be model and processes i.e. warranty Claims for 3rd party service center’s repairs and in house / depo repair processes for sub site Electronic products. Configured the solution with RMA sales order, Service notification, service orders, billing and settlement. Configured the warranty claims, Serialization, product / Equipment registrations and subside electronic equipment repair & components repair and return processes into SAP modules.
• Managed master data of equipment masters, claimant masters, contact persons, product masters. Claim processing with multiple versions IC and OC, Claim line item pricing, Account determinations, Message determinations, Action controlling, and claim status management, Reimbursing the claimants by way of credit memos and reversal of account postings as corrective measures including cost settlement and Profitability segment postings.
• Designed and architected the Web Solution (to enable the dealers to use CS / SM / PM / EAM, SD and FI Transactions on the web with secured access as a complete custom CRM) as a stop gap Solution for dealer net till CRM come into live and existence in phase 2.
• Helped SD team in configuring some of the special sales processes like rush orders, Cash Sales, consignment orders and returns in addition to regular make to stock and make to Order scenarios including pricing, shipping, billing and output determinations.
• Implemented as build Install bases (to support make to order process with nested KMAT) to get the serial no's of lower level materials into delivery and Invoice docs as a unique requirement of this client.

Confidential, Perry, OK

SAP CRM Team Lead

Responsibilities:

• Blue printed and Piloted client’s processes, collected the detailed requirements with to Internet sales, Mobile sales, Marketing & Campaign Management using tools VSAP for Q&A DB and solution manager methodology by conducting the detailed workshops and analyzing their processes.Designed To-Be processes / solution with in SAP CRM replacing the existing home grown dealer Net and mobile applications (Sales Builder) running based out of Mainframe.

Confidential, NJ

SAP Project manager & Internet Sales Functional Architect

Responsibilities:

• In addition to building the standard modules of SAP i.e., SD, MM, FI/CO, driving the team to achieve client’s unique requirement of gift management as a custom new module with in SAP R/3 as blue printed in the previous phase. Also enabled gift management in Internet sales (as per client’s requirements) thru customizing in B2C Internet sales in sync with clients existing B2C web site requirements. This helps their customers to make use of this redemption in the Internet. This was a major development / customization of SAP R/3 and ISA.