SUMMARY:

• Over 6 years of experience in implementation and support of SAP CRM and SD application.
• Around 4 years if experience implementing and supporting SAP CRM 7.0 and CRM 5.0 for Sales and Service business processes.
• Have been involved in complete Business Requirements Gathering and fit/gap analysis with SAP CRM standard out - of-the box functionality for Lead Management, Opportunity Management, Account and Contact Management, Activity Management, Quotation and Order management, Service Contracts and Service Orders management, Installed Base, Territory Management, Groupware Integration, CRM 7.0 Web User Interface, etc.
• Hands on experience in configuring CRM transaction types, Business Partners, Partner Determination Procedure, Text Management, Action Profiles, Status Profile, Date Profile, Org structure and Org Determination, Business Roles, PFCG Profiles, Navigation Profiles, Work Centers, Direct link Groups, views and assignment blocks in WebUI, Territory Hierarchy and Territory Rules and Rule Sets, Installed Base, Copy Control and writing Functional Specification documents (FSDs) for enhancements.
• Hands on experience in supporting and configuring SAP SD document types, copy control, Organization Structure, Account Groups, Partner determination procedures, Pricing Procedures and various other determination procedures.
• Proficient in interacting with Business Process Owners and End Users during Business Blueprint, Configuration, Customization and Integration phases and specifically for End User
• Expertise in guiding the technical team members for User Enhancements, Custom Reports and other system modifications and identifying the WRICEF objects
• Hands on experience with HPQC in writing and executing unit and integration test scripts and tracking defects.
• Hands on experience in Master Data Management such as Mapping, Migration and transformation from Legacy systems to new environment
• Extensive experience in documenting businesses processes, functional specs, business process procedure and documents.
• Experience supporting the business users during post go-live, ticket management using remedy, resolving issues and creating change requests as part of ticket management.
• Excellent client-facing skills, people skills, leadership skills, willingness to learn, analytical skills, problem-solving ability and boldness to face challenges.

TECHNICAL SKILLS:

ERP: SAP ECC 6.0, R3 4.7, 4.6, Oracle ERP

CRM: SAP CRM 5.0, 7.0

Databases: Oracle, SQL Server, MS Access

Interfaces: IDoc/ALE, IDoc/EDI, ITS, RFC, SAP Phone, BW, BI

Languages: ABAP, SQL, HTML, C, VB.Net, Java

Testing Tools: HPQC, QTP and Remedy

PROFESSIONAL EXPERIENCE:

Confidential, Sunnyvale, CA

CRM Functional Consultant

Responsibilities:

• Review of Business Requirement Documents for Master Data and Service Contracts for migration to Confidential system andprepared Requirement Traceability Matrix document for mapping Service Contract requirements with corresponding FSD.
• Review FSD along with development teamand documentGaps in missing requirementsand follow up to resolution.
• Sample and validate Data, Design Pre-Migration data validation steps, and Post-Migration data validation steps for Service Contracts.
• Validated mandatory fields in SAP CRM for IB, Service Contracts related to Test Cases planned and executed.
• Configured Sales Orders and Service Contracts in SAP CRM in order to start replication between Oracle and SAP CRM system as per the requirements.
• Configured Status Profile, Actin Profile, Org Data Profile and Warranty check Profile for Service Contract.
• Involved in preparation of Functional specs for custom SMARTFORMS for Sales order Confirmation.
• Helped resolving issues during the case escalation process between Siebel and Clear Quest.
• Design Test cases with test scripts, which are part of UAT and uploaded in HPQC.
• Execute Tests in HPQC and created Defects and followed with development team to solve issue.
• Work with different Business User Groups and execute UAT. Completed one round of BA validation prior to user testing and resolve issues prior to user testing.
• Worked extensively with teams like SCA to conduct and validate user test results and open Defects in HPQC.
• Help in End User document preparation,testing results consolidation and closure on Gaps.
• Worked on Post Implementation Production Support Activities and designing of enhancements to fulfill the new requirements from the business, guiding the user on day-to-day basis to use the SAP software most effectively, taking part in Change Management processes and preparation of Change Documents, Customizing client specific reports

Confidential, Naperville, IL

SAP CRM Functional Consultant

Responsibilities:

• Involved in gathering business requirements for prospects, accounts and contacts, activities, opportunities, groupware integration and sales pipeline reports.
• Wrote functional specification documents for Activities, Tasks, Opportunities and Sales Reports.
• Configured BP Roles, Activity Types, Opportunity Types, Number Range, Date Profiles, Text Profiles, Partner Determination Procedure, status Profile, Org. Hierarchy, Action Profile, Navigation Bar profile, views, work centers, direct links, and outlook integration.
• Wrote unit and integration test scripts in HPQC.
• Involved in supporting business users during User Acceptance Test (UAT).

Confidential, Waukegan, IL

SAP CRM 7.0 Consultant

Responsibilities:

• Involved in providing application support for SAP CRM 7.0
• Confidential has implemented CRM 7.0 interaction center, sales force automation, marketing and service.
• Involved in reviewing and resolving assigned tickets as per agreed SLA with business.
• Successfully resolved many tickets related to activities, leads, opportunities, service orders, territory and Org. hierarchy and WebUI.
• For new business requests and enhancements, I was involved in gathering requirements from business, writing requirement document as well as functional specification documents.
• Worked with Development team for unit testing the enhancements and completing all the required steps for change request process including user acceptance testing and getting the changes moved to production.
• Involved in supporting end user and on boarding.

Confidential, Georgetown, MA

SAP CRM Functional Consultant

Responsibilities:

• Involved in studying the currently implemented processes for Sales, Marketing and Interaction Center in CRM 5.0
• Wrote functional specification documents for all the business roles (Sales, Marketing and Services) and enhancements in Opportunity Types and Lead Types.
• Involved in configuration of all the Business Roles, PFCG Roles, Navigation Bar Profile, UI Configuration, Functional Profiles, Technical Profiles, Role Configuration Keys, Work Centers, Direct Link Groups, etc.
• Involved in updating the Unit and Integration test scripts.
• Involved in executing unit and integration test scripts and supporting end users during user acceptance and regression test cycles.
• Updated BPPs, documents and Configuration documents.
• Involved in cut over planning and supporting go-Live.
• Provided Post go-live support to business users.

Confidential, Perry, OK

SAP CRM 5.0 E-Commerce Consultant

Responsibilities:

• As a SAP CRM Consultant, involved in requirement gathering and fit/gap analysis for SAP CRM 5.0 B2B Scenario.
• Evaluated R/3 Pricing to estimate the efforts needed for IPC development.
• Involved in writing Functional Specification documents for enhancements.
• Involved in finalizing the Functional design documentation.
• Involved in configuring the B2B scenarios, Web Shops, Product Catalogs, Documents Types, User Management, Product Proposal, and Product Configuration using IPC.
• Involved in Unit and Integration Testing and data cleansing and mapping exercise.
• Involved in knowledge transfer, end user and documentation.
• Involved in post Go-Live support.

Confidential

CRM Functional Consultant

Responsibilities:

• As SAP CRM Consultant, involved in the full cycle implementation from Blueprint to Go-Live Support.
• The project involved implementing CIC Service for Bluestar India Ltd.
• Involved in conducting blueprint workshops and writing Blueprint document, Functional and Technical Specification Documents.
• Involved in IC web configuration including IC organizational structure, IC profiles, action box, agent inbox, transaction launcher, alert modeler, broadcast messaging, scripting, call lists, Surveys, etc.
• Enhancement of standard CRM IC Application according to business requirements and customizing user profiles.
• Configured Dev system for Activity Types, Status Profile, Business Partners, Partner Determination, Transaction Launcher, Date Profile, Marketing Attributes and transaction types, Org. Structure and Determination Procedures, Text Management, Services Order and Contracts, Services Tickets, Installed Base, Warranty Claims, In-house Repair, Complaints and Returns, Service Plans, etc.
• Involved in leading unit and integration testing cycles. Mentored business users to write integration test scripts.
• Involved in documentation, end user and support.
• Involved in writing Business Process and Procedures (BPP) documents.
• Involved in Go-Live Support, on-going level-2 support, enhancements, and change management.

Confidential

SAP Order to Cash Support Analyst

Responsibilities:

• Developed functional specifications based on business process specifications and user interaction.
• Supported, modified and made necessary changes as per business requirements.
• Created and Updated Customer, Material and Pricing Master Data as and when required by business.
• Supported order management, outbound deliveries, and the billing functions.
• Supported users with fixing billing documents, Credit memo and Debit memos.
• Worked on Sales documents such as Quotation/Inquiry, sales orders and return orders processing and scheduling agreement.
• Interacted with the users to thoroughly understand the requirements and expectations.
• Tracked the defects and provided solutions to issues.
• Post Go Live support for SD module in all the areas and related integrated modules MM and PP and resolved production support issues.