SUMMARY:

• 14 Years of SAP experience including Hybris, SAP R/3 4.6C, ECC on SD (OTC) module and SAP CRM 2.0b, 2.0c, 3.1, 4.0, 5.0, 2007 and 7.0 releases.
• 3 yrs of Hybris experience with expertise in HMC, PCM and WCMS.
• 11 years of SAP CRM experience with expertise in CIC, IPC Pricing, E - Commerce Sales and Service Modules.
• Expert in:
• Hybris Commerce Suite including Admin Cockpits and Consoles.
• SAP CRM Marketing, including Trade Promotion Management, Campaign management, Segment/List management, Telemarketing, Lead/Opportunity management, Planning/Forecasting and Marketing Analytics
• SAP CRM Sales, including Variant Configuration, Customer Interaction Center (CIC), Mobile Sales, Internet Sales, Internet Pricing & Configuration (IPC), Field Sales, Planning/Forecasting, Territory management, Account/Contact management, Lead management, Product configuration, CRM Billing, Contracts management and Sales Analytics.
• SAP CRM Service - Service order management, Complaints & Returns management, Service Contract management, Recall management, In-House Repair and Case Management.
• SAP CRM Channel Partner Management - Marketing & Sales
• Expert in CRM Web Channel and Sap R/3 Internet sales Applications.
• Expert in Sales transactions and Product catalogs customization in case of B2B and B2C scenarios.
• Experienced in ABAP, BAPIs, BADIs, ALE, IDOCS, User Exits and related tools.
• Experienced in SD, CRM Integration and CRM Middleware.
• Expert in executing Unit Testing and resolving the defects at an early stage of the implementation.
• Good understanding of SAP R/3 SD functional module in different focus areas (i.e. CMR, MMR, CMIR, Documents types, Item Category and copy controls).
• Managed SAP project implementation phases including Project Preparation, Business Blue Print, Realization, Final Preparation, Go Live and Support.
• A highly effective problem solver with proven abilities to handle complex situations, minimize costs and increase customer satisfaction.
• Excellent communication and interpersonal skills with strong experience in team building, motivating and conducting presentations.

TECHNICAL SKILLS:

ERP: Hybris, SAP ECC, SAP CRM 2.0b, 2.0c, 3.1 & 4.0, 5.0, CRM 2007 and CRM 7.0

Project Management: MS-Project, Visio

Web Servers: Lotus Notes Domino, MS-IIS, IBM HTTP

Application servers: IBM Websphere, Lotus Quickplace and Lotus notes server

Messaging servers: Lotus Mail, Lotus Sametime

Graphics: Photoshop

Languages: C, C++, SQL and PL/SQL

RDBMS: Oracle 8i, Oracle 9i, SQL, MS-Access

Operating systems: MSDOS, Windows 95/98/NT/XP/2000/Vista, Linux, UNIX and SolarisExposure HTML, JavaScript, JAVA, CSS, XML, VB Script, Pascal, COBOL,Assembly, FORTRAN, BASIC, IBM WebSphere and Microsoft Exchange

PROFESSIONAL EXPERIENCE:

Confidential, Alpharetta, GA

SAP Ecommerce Lead

Responsibilities:

• Worked closely with basis team in installing Omni-channel Hybris e-commerce suite 5.1 to explore/research and develop a custom package for calling Remote function calls using web services from Hybris to SAP CRM.
• Performed POC using Hybris suite to demonstrate the existing functionality in CRM ISA can be equally achieved and bettered.
• Gathered requirements for new Hybris implementation.
• Worked with Project Managers in setting up the Road map.
• Created functional and technical specification documents to fulfill the business requirements.
• Worked on PCM to build the Catalogs as per the business needs.
• Worked extensively on HAC (Hybris Admin Console) and HMC (Hybris Management Console) and modified the Package extensions as per the client’s needs.
• Setup the Shops and modified their layouts using WCMS.
• Created the Impex for the page templates, pages, content slots and components.
• Worked on Cart Management, Checkout, List Management, Frequently Purchased Items, Quote Management and Order processing.
• Developed functional specs and implemented required interfaces web services using SOAP/REST to consume services from SAP systems.
• Created specs to customize Hybris Extensions and Accelerators.
• Worked on Data Modeling and Items structures.
• Worked on Interceptors, Cron jobs, Cockpits and workflow in Hybris.
• Provided inputs for QA test scripts.
• Lead and coordinated QA and UAT sessions.
• Provided regular updates to Steering committee members.
• Worked with the team in implementing the solution in Production environment on time within the budget.

Confidential, Provo, Utah

SAP CRM Ecommerce WCEM 2.0 Lead

Responsibilities:

• Gathered requirements, created Blue Print doc by clearly listing out the gaps.
• Setup shops using Web Channel builder tool.
• Setup RFC destinations from ECC to CRM.
• Setup Middleware objects for initial download of Sales Orgs, Customers, Materials, and Pricing Conditions etc.
• Performed Middleware download of Material and Customer data from CRM to MDM.
• Configured Number Ranges for Customers / Materials / Transactions, transaction types, Item Categories, Status Profile, Date Profiles, Action Profiles, Org Determination, and Text Determination.
• Created Functional and Technical design specs for custom modifications.
• Customized the Shopping Cart as per business needs.
• Modified Header and Item data as per the business needs.
• Configured AP 7.0’s IPC to work with WCEM application.
• Developed pricing routines in IPC.
• Customized IPC with additional custom attributes (relevant for pricing) to display customer specific prices in the catalog.
• Performed Unit / Integration testing and assisted in performing UAT.
• Drew Cutover plan as per the requirements.
• Worked on Go live activities.
• Supported the business on hyper care activities.

Confidential . Milwaukee, WI

SAP CRM 7.0 Ehp2 ISA / IPC Upgrade Lead

Responsibilities:

• Analyzed the existing system setup and its functionality.
• Worked on Blue Print doc and identify the gaps on upgrade.
• Setup the upgrade project plan with precisely defined migration and cutover activities.
• Identified and maintained the configuration changes needed for CRM 7.0 Ehp2.
• Identified the differences with IPC4.0 and AP 7.0’s IPC.
• Worked with SAP security team in creating a Role for IPC developer and the relevant Authorization objects.
• Upgraded the IPC 4.0 java code to new Application Platform (AP7.0) pricing engine.
• Administered and monitored Virtual Machine Container (VMC).
• Worked on hierarchical pricing changes for access type A enforced by SAP.
• Resolved the issues rose during upgrade on timely manner.
• Gathered requirements for WEBUI.
• Setup Webui roles, Functional Profiles, Technical Profiles, Nav bar profiles for business users.
• Setup Transaction launcher for ERP Orders and custom reports.

Confidential, St. Louis, MO

SAP CRM Consultant for CIC/Web UI/ECC

Responsibilities:

• Designed and configured Telesales (inbound and outbound), creating agent functions & processes, creating IC WebClient profiles, configuring components, creating workspaces, creating action box settings to include HTML, creating interactive scripts profiles, creating script texts, configuring SAP Connect for email administration, and so on.
• Integrated CIC with Avaya telephony tool.
• Configured Business roles, Nav bar profiles, Functional profiles as per business needs
• Setup three stage categories leveraging category modeler (categorization Schema) to support day to day interactions.
• Setup Knowledge Base search through TREX for IC Agents.
• Modified Account search and Inbox search based on business needs.
• Configured and Integrated Views into Account Identification profile.
• Setup Alerts on account confirm, call list confirm etc.
• Worked on Alert API in throwing custom alert emails as per Confidential ’s business needs.
• Configured Call Lists, modified the screen navigation upon call list’s call confirm.
• Configured Event management, Surveys/Questionnaires as per business needs.
• Configured ERMS and setup rules based handling of incoming emails and forms.
• Enabled Web Links for BO Reports.
• Configured Sales Order ERP for Transaction Launcher.
• Worked on displaying BI Reports in CRM Web UI.
• Setup and leveraged adobe interactive forms to support customer master update.
• Configured Alerts, Broadcast messages.
• Configured ERP Sales Order on Web UI.

Confidential, Cupertino, CA

CRM Web Channel B2B Lead Consultant / Web UI

Responsibilities:

• Involved in gathering requirements, performing gap analysis, creating project schedule lines, educating business users on the capabilities of CRM platform through various workshop sessions.
• Created conceptual design and detailed design documents.
• Configured XCM application to support http and https process for B2B shop.
• Configured XCM application to support Confidential ’s staging environment.
• Defined a structured setup of Org Model in CRM, replicated the org model from ECC.
• Configured number ranges for Material Master, Business partner master and Transaction data.
• Configured Item categories, item category usages and Item category determination.
• Setup the middleware adapters for materials, customers, pricing procedure replication into CRM from ECC.
• Worked on Middleware adapters to replicate Pricing tables, Pricing conditions etc from ECC.
• Configured User Statuses, Date Ranges, Partner Determination Procedures, and Product Substitution etc as per Confidential ’s business needs.
• Involved in creating custom Templates, Proposals (quotes) for B2B shop.
• Created Product catalogs to support Confidential ’s Production and staging environments.
• Modified basket header and item badis to support Confidential ’s custom requirements.
• Configured and modified credit card processing methods to support Confidential ’s business needs.
• Worked on smooth transition of B2B CRM orders into ECC for OTC settlements.
• Involved in creating custom action profiles for Order pdf download and email order acknowledgements.
• Worked on setting up custom variant type matching for configurable products. Web UI:
• Configured business roles as per Confidential ’s needs.
• Modified Nav bar profiles, Work centers etc as per business needs.
• Integrated Web UI calendar and appointments with Confidential ’s Ical.
• Configured web links on user’s home page.

Confidential, Memphis, TN

CRM Web Channel B2B Lead Consultant

Responsibilities:

• Involved in creating Design documents, identifying gaps, preparing enhancement documents and functional specs based on client's requirements.
• Created customer specific webshops display based on authorization groups.
• Worked extensively on product master data setup in determining the categories, set types and attributes.
• Leveraged LSMW tool in migrating the product master data and customer Master data from legacy system to CRMsystem.
• Worked on business partner master data and set up the number ranges for business partners, defining the partnerfunctions, partner determination procedure.
• Created customer specific catalogs display based on the webshop and sold to party selected.
• Designed custom program to load products automatically into the catalog based on the clients requirements.
• Involved in creating custom Templates, Drafts and Favorites for B2B shop.
• Involved in creating custom action profiles for order split in CRM.
• Created custom date profiles to suit the business requirements.
• Designed custom program to display customer sales text in the webshop.
• Designed custom programs to perform partial variant configuration the webshop.
• Created partner determinations based on client's requirements.
• Modified ISA to display order history results based on webshop, sold to party and catalog variant selected.
• Integrated EP with R/3 to display Order status reports, Inventory results, etc
• Created webshops as per the client's requirements using shopadmin tool.
• Established JCO connections between ISA and CRM/IPC using XCM admin tool.
• Created "Enhanced Organization model" structure to suit business needs.
• Involved in modifying the order simulate Bapi to display custom unavailability check results in ISA.

Confidential, Seattle, WA

CRM Lead - CRM 5.0 Web Channel B2C Ramp up Project

Responsibilities:

• Created Functional and Technical specs.
• Involved in initial transfer of business, Condition and customizing objects between CRM and R/3.
• Worked on setting up CRM ISA B2C shops for Sealy bedding.
• Customized the login process for B2C shop which accommodates Guest login.
• Worked closely with SD team in understanding the pricing requirements and replicated them as per the client’s requirements to CRM.
• Worked on Product Proposals and customized it according to business needs.
• Extended the ISA to suit the business needs.
• Integrated Payment card processing with CRM ISA.
• Involved in Setting up Campaigns and creating Campaign specific discounts for webshop users.

Confidential, Jasper, IN

CRM Lead - CRM ISA B2B and XI Integration project

Responsibilities:

• Interacted with the executives in defining the scope of the project, defining the system landscape, gathering and the sizing the requirements, identifying the gaps and preparing the Business Blue Print.
• Worked on Functional as well as Technical specification documents.
• Worked on replicating data from R/3 to CRM which includes Customer Master, Product Master, Sales orders, Pricing Conditions, .etc
• Integrated Vertex, IPC, ISA, TREX and XI with CRM with the support from basis personnel.
• Created runtime versions of Knowledgebase in R/3 and successfully replicated them to CRM IPC.
• Created a Prototype (PCRP - Progressive Conference Room Pilot) for CRM ISA and successfully created webshops.
• Set up multiple Web shops and worked on BP- Internet User role management.
• Extended the ISA framework to suit the needs of Order Header custom development.
• Extended the RFC structure to integrate XI with CRM for the purchase Orders coming from DBOS (Dealers Business operating System - EDI orders).
• Created User Exits in CRM to validate the header and Item data for the orders coming through XI.

Confidential, Omaha, NE

SAP CRM Consultant

Responsibilities:

• Created custom built set types and attributes for product master.
• Responsible for implementing enhancements like adding new payment methods (ACH/COD/Credit Card), changing the standard flow of the B2B application.
• Responsible for deployment on the server using the SAP Build Tool.
• Enabling debugging from ISA site into CRM remote function modules.
• Provided end-user support on Internet sales.
• Configured Marketing Plan, Campaign Element, Marketing Attributes, Attribute Sets, Segmentation, Target Group, Profile Set, personalized mails using Smart Forms.
• Extensively worked on Lead Management include Lead qualification levels, Workflow settings, communication channel settings, Questionnaire settings, Transaction types.
• Configured Opportunity Management i.e. General Opportunity and Sales Methodology.
• Worked on Activity Management i.e. customization of various business activities and tasks as per the requirement.
• Campaign automation including Work flow settings and actions for Survey scenario.
• Created various transaction type business activities, leads and opportunities and assigned the determination procedures such as organization determination, BP determination, text determination and other procedures.

Confidential, Downers Grove

SAP CRM CIC Functional Consultant

Responsibilities:

• Assisted in creating the Business blue print document during the beginning phase of the project
• Worked with the reporting department in developing technical and functional specifications about the project.
• Involved in creating various work flow rules and configured workflow processes in the ASAP methodology stage.
• Knowledge of CRM Middleware Initial and Delta download, Messaging BDOCs, Error debugging etc.
• Created and customized various workflow processes that can optimize the heavy call queues.
• Assisted in configuring essential screen layout objects like transaction launcher, navigation area in agent desktop of CIC.
• Involved in configuration and setup of CIC profiles.
• Configured components of CRM online related to IPC.
• Involved in configuration of various special functions in order processing such as order execution check, use of payment cards, Campaign determination, Availability check R/3 APO, Product configuration, Product determination and substitution, Product listing and exclusion (PPRs), Delivery groups, Integration with batch processing, Free goods, Minimum order quantity check, Delivery unit check.
• Extensively involved in configuring and customizing pricing features such as manual pricing, condition exclusion, currency conversion, calculation types, and scales with different scale basis.
• Extensively involved in configuration of alert modeler and its profile which triggers events to be performed by creating alerts on front end office screen.
• Assisted in configuration of IC manager which is an integration of work force management, call list management and broad cast messaging system.
• Configured end-to-end process of quotation and order management.
• Involved in key concepts like master data customization, CRM billing, Pricing, business transactions, determination procedures.
• Configured and customized activity management processes such as different master data parts in business activities and tasks, document flow, follow up transactions, actions, success failure analysis.
• Involved in setting up outbound campaign and inbound email distribution in an optimized way using WFM.
• Involved in unit testing, integration testing and end user .

Confidential, South Haven, MI

SD Consultant

Responsibilities:

• Worked as an SD Functional analyst on a SAP3.1H to 4.6c upgrade and enhancement project.
• Involved in defining pricing configuration and made changes from 3.1H system where appropriate.
• Configured new Document Types in SD, including setting Copying Control for Sales Documents.
• Facilitated team discussions concerning availability check and configured the Availability Check to meet client needs.
• Identified the client’s need regarding Material Determination and configured the system to meet those requirements.
• Worked on defining SD Organizational Structures and making configuration changes where necessary to meet the client’s requirements.
• Involved in designing SD-Output Determination to ensure document printing at the correct locations within the correct timing.
• Set up organization structure - Plants, purchasing organization, purchasing groups, storagelocations and MRP controllers.
• Configured material master, vendor master and purchasing master data.
• Configured Vendor Master data and created account groups based on the type of controlrequired. Setup partner functions usage and vendor sub-ranges.
• Set up release strategies for purchase requisition and purchase order with classification.
• Automatic conversion of Purchase Requisition to Purchase Order.
• Configured contracts and Scheduling Agreements.
• Configured Goods Issues, Goods Receipts, Automatic Movements, Reservation, PhysicalInventory, Movement Types and other relevant objects in Inventory Management.
• Configured automatic creation and selection of storage locations in Inventory Managementsmoothing out inventory transaction processing.
• Configured and tested the process flows for Vendor Managed inventory stocks.
• Generated Purchase orders for order acknowledgements through EDI.
• Customized the Vendor Master for VMI vendors.
• Customized Physical inventory documents and posting of the difference quantity for carrying outphysical inventory using cycle counting.
• Customized Account Assignment, Plant parameters for consumption based planning andInvoice Verification.
• Configured and customized incoming invoice and invoice block with related functions.
• Define Warehouse Number, Shipping Point. Assign Warehouse to Storage location, Shippingpoint to plant.
• Define control parameters for warehouse number, number ranges for transfer requirements,transfer order.
• Define storage types, storage sections, storage bin types and storage bins structure.
• Define Put away and picking strategies. Put Away strategy for fixed bin, open storage, additionto existing stock and empty storage bin.
• Worked on Interim storage areas to handle goods receipt and goods issue activities.
• Experienced in handling overage and shortage of materials using Interim Storage areas.
• Worked on various stock categories, which includes inspection of stock and blocked stock andthe put away strategies.
• Involved in integration of WM, PP, SD and FI/CO modules.
• Interacted with ABAP/4 consultants for data migration and report development activities.
• Involved in Documentation and testing of all processes for SAP production implementation.
• Tested the complete cycle of RFQ, Quotation, PR, PO, GR, GI and IV Forecasting andscheduling agreements.
• Responsibilities included post implementation production support in MM and SD modules to the user specific problems and issues depending on the new Business Process procedures.
• Imparted to the end-users in the implemented processes.