SUMMARY:

• Senior Functional Consultant with Business knowledge gained over a period of 11 years spanning Global customers across Industries such as Manufacturing, Utilities, Electronics, Automotive and Banking, Medical.
• SAP consulting experience includes around 11 years of proven expertise in process design, gap analysis, system development and configuration, systems integration, testing, change management, and rollout.
• Successfully executed 4 End - to-End implementations in SAP CRM Marketing, Sales & Services, and in Interaction Center. Was a part of 4 Major SAP Implementations & post go live support.
• In-depth understanding of techno/functional challenges with expertise in managing business process development, configuration, client management and enterprise wide business transformation.
• Competent professional skilled in business requirement capturing, developing functional Specification for business solution.
• Worked on CRM versions 4.0, 5.0, CRM 2007 (6.0) and 7.0 with Ehp3 and SAP R/3 Versions 4.6C, ECC 6.0.
• Wide experience in ranging across Implementation and upgrades engagements. Worked as a Functional consultant in implementation assignments, both onsite and offshore.
• Engaged in Pre sales activities that include customer presentations, preparation of RFP and work estimates for Proposals.
• Proven ability to work with senior level business managers and understand the key business drivers that impacts their satisfaction.
• Choice Ability to Gage & Comprehend the Business Impact Of Functional & Technical System Issues.
• Fair understanding of all ABAP concepts & in-depth Code Debugging skills.
• Strong leadership, communication, interpersonal, and analytical skills with problem solving aptitude.

TECHNICAL SKILLS:

ERP: SAP R/3, ECC, CRM 4.0, 5.0, CRM 2007 and CRM 7.0,7.1

Net Weaver Technologies: BSP, Interaction Center Web Client, WebDynpro, Enterprise Portal

ERP Integration: SAP CRM with SAP IS-U, BW, XI, SD. MM, WM

Tools: Remedy, Test Director, Rational Portfolio Manager. HP Service Manger, HP Quality Center.

PROFESSIONAL EXPERIENCE:

Confidential, Valley, PA

Team Lead

SAP Environment - CRM 7.2 - Service, IC Web

Responsibilities:

• Be part of Service Business Requirement Discussion & propose solutions.
• Worked on Configuring Service Contract scenarios for Olympus.
• Worked on Billing plan and configuration and Grouping as per Business requirement.
• Involved in configured CRM Web UI for Service Request, Service Order & configuration.
• Actively participated in providing solutions for SAP CRM service integration with sales and Finance team.
• Implemented CRM UI frame work for Olympus America.
• Worked on Service Contracts Bill plan configuration for Periodic / Milestone Billing.
• Provided effective Solutions for High volume Contracts with more lines items.
• Worked on Middleware configuration for Equipment replication from ECC to CRM.
• Worked on Installed base configuration and service material creation as a part of system readiness.
• Worked on End to End configuration for SAP CRM sales and service to effectively map all requirements given by business.
• Worked with SAP During part of Go-live prep on performance issues identified during different phases testing cycles.
• Worked in SAP Service with excellent knowledge on integrated functionality.
• Experience inService Request, Service Order, Service Confirmation, Service agreements, Service contracts, Installed base maintenance, Customer service and support, Field service management, Returns, Web service.
• Knowledge on Complaints and End to End process of In house repair order.
• Implemented service contract price agreements, Pricing procedure and billing plans. in cross-functional integration like Debit memo and Credit memo from CRM processes to ECC, Logistics integration, CATS integration

Confidential, Milwaukee, WI

Team Lead

SAP Environment - CRM 7.1 - Service, Sales and Marketing.

Responsibilities:

• Be part of different releases for SAP CRM Service Module for US/ Canada /APAC.
• Used Application Enhancement Tool (AET) / WebUI configuration tool to update the views on various screen fields in new CRM Web UI
• Configuration of Web UI including Business Roles, Technical and Navigation Profiles, Work Centers, PFCG Profiles, etc.
• Involved in Configured CRM Web UI 7.0, Opportunity Management, Activity Management, Territory Management and Organization Model.
• Involved on IC web configuration including IC organizational structure for US/ Canada /EMEA / SEA / SA.
• Configured IC profiles, framework, toolbar, navigation bar, action box, agent inbox, transaction launcher, alert modeler, broadcast messaging, scripting, call lists, and new Web UI 2007 configuration.
• Customization of various Custom fields to meet Business process of Rockwell.
• 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.
• Integrated Service Order Repair service Process, Warranty Determination process in CRM Service.
• Developed and documented the functional specifications for the project requirements in the Blueprinting phase.
• Configured and customized business scenarios with capabilities such as Base Functions, IC WebClient functions & profiles, Agent desktop functions, Telephony Integration for Automatic Number Identification (ANI).
• Developed and customized the IC profiles based on client's business process and assigned them to the position holders and organization units.
• Customized the screen layout of the IC WebClient, configured the component profiles, Tool Bar, Scratch Pad, Alert Modeler, Transaction Launcher and Interactive Scripting.
• Customized the Alert Modeler setup in IC WebClient in such a way that it triggers events for special operations performed in the IC WebClient transactions.
• Generated CTI specific call lists and assigned call lists to the call center agents

Confidential, San Jose, CA

Sr. SAP CRM Functional Consultant

SAP Environment - CRM 7.0 - Service & Sales.

Responsibilities:

• Functional owner of service orders, contracts, master data, complaints & returns, billing, security & CRM web UI configuration.
• Blueprinting session with client on understanding existing 5.0 processes and efficiently mapping into SAP CRM 7.0.
• Owner of CRM web UI view configuration of all the business processes.
• Understanding the complex CRM web UI framework & writing developer friendly functional specifications for gaps identified during blueprinting.
• Implemented a strong security by analyzing 30 odd 5.0 existing user groups and mapping them into CRM 7.0 business roles.
• Developed a Custom BSP Web UI Component to display quotation line items of multiple quotes together along with all pricing data, attached to the navigation bar as a report.
• Developed custom BSP Web UI component for quotation header with all pricing related information.
• To facilitate returning parts in service confirmation process, BSP Components to add product number, serial number and tracking number for line items returned from a service confirmation transaction as a new assignment block.
• Created a report to create a blank copy of all quotation header attributes.
• Performed SAP System Configuration to cater the New Business process.
• Partnered with Development team to build the developments.
• Performed Unit testing for developed processes to ensure the desired results.
• Worked with Cross-functional team to build the solution and to mitigate the risk of process failure.
• Worked with Client team to implement the change successfully by means of participating Go-Live activities.
• Worked on CRM Service Order processing, Service Order confirmation, Resource Planning Application.

Confidential, Morrisville, NC

Sr. SAP CRM Functional Consultant

SAP Environment: CRM 2007 - Sales, Marketing, Variant Configuration, ECC 6.0 and BI 7.0

Responsibilities:

• Configured CRM 2007 Web UI for the Sales Team.
• Responsible for configuring, testing and implementing Territory Management, Business Partner in CRM, Sales Quotation, Quantity / Value Contract & Sales Order in ECC Sales & Distribution
• Sales division drives sales process predominantly through Quotation and Contract processing, there are various Contracts to address various segments of customer
• Sales Contracts are also replicated in CRM for the Sales Order created through Web Channel
• Sales Order are created through different channel in BD like CRM Web Channel, Interaction Center, directly in ECC and through EDI
• Created Functional Unit Test scripts for Configuration and Development Objects in HP Quality Center
• Creating various templates for tracking the Issues arising out of Functional Unit Testing
• Coordinated and executed Integration testing for Sales Processes
• Designed Variant Configuration solution to implement best practices and enable IPC compatibility
• Configured SD functionality to improve process and enable CRM-IPC integration
• Defined structure and process for KB and RTV generation
• Worked on core areas of Sales force automation & Middleware for resolving incidents.
• Involved in Consulting and understanding the Client’s Business Process and request for a CR (Change Request) in the System Perspective.
• Made configuration changes as required to support ongoing business process changes and needs.
• Resolving the incidents in time (SLA).
• Involved in giving KT to the co team members.
• Involved in shift manger activities and handled the entire shift activities for Escalations under the Lenovo Business
• Provided functional support to the technical team during the change request development in Support phase
• Participated in Knowledge sharing sessions given to the new joiners’ in project.

Confidential

SAP CRM Consultant

SAP Environment - CRM 7.0 - Sales, Service, Marketing, SAP IS-U and BI 7.0

Responsibilities:

• Provided offshore functional support for the first pilot release.
• Providing root cause fixes and closing tickets reported.
• Monitoring the production system and everyday transactions.
• Maintain Service level agreements for Customer Support Center.
• Provide functional support to the technical team during the development phase.
• Perform testing in DEV and QA instances prior to production migration.
• Keeping all documentation up-to date by teem on share point of time.
• Attended KT sessions and updated knowledge on new issues.
• Interacting with clients and conducting End user s.
• Conducting internal corporate s.

Confidential

SAP CRM Consultant

Environment: SAP CRM5.0, IS-U

Responsibilities:

• This Engagement involved designing and implementing a SAP CRM solution to identify market segments for specific products and services, coordinates Customer interaction and marketing efforts and provides real sales results.
• Studied and evaluated the client’s business processes and gathered requirements for effective process mappings.
• Carried out Base customization of Business Partners like Field Grouping, Screen Configuration and Number Ranges.
• Configured relevant Sales & Service organizational Units.
• Worked on marketing planning and campaign management.
• Created new status and status profile.
• Set up Lead Management involving Lead generation and qualification.
• Configured profiles and assigned profiles to various interaction agents within organization, depending on their position level.
• Configured visible and hidden components of Interaction Center Win client to provide functionality specific to agents needs such as toolbars, keyboard, application area and navigation area.
• Configured Interaction center action box for sale and service agents, defined transactions using html, workspace and BOR, and maintained Data Flow.
• Supported agent’s communication with customers by maintaining reminder and interactive scripting. .
• Trained the production support team and super users and prepared necessary documentation of the whole process

Confidential

Associate SAP CRM Consultant

Environment: SAP CRM5.0, ECC

Responsibilities:

• This Engagement involved designing and implementing a single sales force automation system rather than the mix of systems it used to support its operations nation wide.
• Joined as a management trainee and worked as a trainee consultant.
• Involved in the Base customization and in the process flow aspects of CRM.
• Involved in preparation of test cases for unit and integration testing.