SUMMARY:

• Senior SAP consultant with more than 14 years of experience in system configuration, design, integration, development and testing
• Project experience in full life cycle implementations includes SAP modules such as CRM, IS - U, SD, MM, PM, QIM, SLCM from Feasibility Analysis and Scoping stages through Blueprinting, Design, Realization and Go-Live
• SAP Configuration expertise in Utility (IS-U), Service Orders & Confirmation, Call Center (IC) and Quality Management processes
• Experience in Utilities - Customer Service business processes like Move-in, Move-out, Switch Suppliers, Owner Allocation, Current Occupant, UCES (Utility Customers E-Services)
• Understanding of SAP IS-U modules like Billing, FICA, IDEX and Device Management
• Designed and developed technical objects using Object Oriented ABAP programming, Business Object (BOPF) framework, BSP/Web UI
• Expertise in setting up rules in Business Rules Framework plus (BRF plus) mapping business requirements
• Experience in Middleware setting up sites and subscriptions, registering queues, monitoring BDOCs, administering initial, delta and request loads and performing error analysis
• Expertise in SAP Workflow design and development, testing and root cause analysis
• Project experience in BI integration and Groupware Integration
• Business and IT teams on SAP system capabilities in various modules
• Experience in IT Service Management for problems and ticket resolution during post go-live and production support using Remedy and HP Service Manager
• Supported System Testing, Integration Testing and User Acceptance Testing using HP Quality Center

PROJECT EXPERIENCE:

Confidential, Reading, PA

SAP CRM-ISU Functional Consultant

Environment: SAP CRM & IS-U on HANA

Responsibilities:

• Configure, test and deliver changes to the Move-In, Move-Out, Owner Allocation, Disconnection & Reconnection processes
• Design and develop enhancements in CRM Web UI and Interaction Center to meet the business requirements
• Cross-functional collaboration with teams like FICA, Work Management, IDEX, Billing and Reporting to accomplish common requirements
• System customization to ensure PUC compliance using CRM Activity Management, FICA Posting & Clearing Locks and Customer Dispute resolution
• Enhance BRF+ to map custom business rules for Service Order processing and FICA
• Workflow development and issue resolution for Move-In, Move-Out, Disconnection and Owner Allocation workflows
• Integration and regression test the customization for promotion to Productive environments
• Single point of contact for batch programs, interfaces and Redwood job scheduling for Customer Service
• Resolve business and system issues via service tickets and defects
• Lead the offshore development team for timely delivery of customization objects
• Train the COE personnel for effective monitoring of CRM Middleware and Replication issues
• Knowledge transfer to UGI resources for effective IT problem solving using IMG configuration
• Work with SAP to resolve standard issues in the system using OSS incidents and SAP notes

Confidential, Pittsburgh, PA

SAP CRM Functional Consultant

Environment: SAP CRM & QIM (CAPAL)

Responsibilities:

• Requirements gathering from various business teams in Customer Service and Quality Management (CAPAL) to address regulatory requirements in the Utility industry
• Configuration and maintenance support in CRM, QIM environments
• Designed custom enhancements in CRM Activity Management and Opportunity Management, Interaction Center and Web UI
• BRF-plus rules for activity-determination and partner determination
• Customization and enhancement of Personal Worklist (POWL Cockpit)
• Screen modifications using Web UI and Floor Plan Manager (FPM)
• Maintenance of codes and code groups in IMG
• Liaison with SAP to implement notes for fixing standard errors in the system
• Resolving problem tickets in Incident management during production support using Remedy tool
• Batch job administrative support for scheduling Control-M jobs

Confidential, Jackson, MI

SAP CRM Functional Lead

Environment: CRM 7.0 EHP1 / IS-U ECC 6.0

Responsibilities:

• Analyze, design and develop new requirements in Contracts Management, Service Order processing and Customer Service Processes
• Configured and developed business rules for Service Orders and Notifications in Business Rule Framework (BRF plus)
• Configured Contract Management: Master Data Template (MDT) Move-in and Move-out, Disconnection Documents in Customer Service
• Designed enhancements in Contracts Management, Order processing, Reverse Billing, Premise Environment (BOL Tree) and other technical objects in IC Web client/Web UI
• Resolved replication issues for Contract Management between CRM and ISU using Middleware and ISU Error Monitor (ECRMREPL)
• Worked on Front Office Processes (FOPs) and transaction launchers for launching IS-U transactions in CRM Interaction Center
• Worked Master Data modifications such as Regional Structure, Technical and Business Master Data and the integration with CRM Products and IBase
• Utilized Broadcast Messaging in Interaction Center to map emergency service order handling scenarios
• Worked on Business Roles set up and Web UI customization for more than 10 user groups in Confidential Energy
• Coached support staff (of 10 onsite and offsite resources) on the Utility solution at Confidential to ramp up team’s skills and help resolve CRM issues after go-live
• End to end Integration testing during Support Pack upgrade (Enhancement Pack upgrades)

Confidential, Rochester, NY

SAP CRM Functional Consultant

Environment: CRM 7.0 EHP1, ECC 6.0, Click Software

Responsibilities:

• Created several use cases and process flows for the Service business focusing on global business requirements for Field Service
• Gathered business requirements with a view of the ‘Future-State’ of business process leading to SAP CRM 7.0 Service Implementation
• Provided recommendations to improve the operations in Field Service analyzing the current business processes and requirements

Confidential, Dallas, TX

SAP CRM Functional Consultant

Environment: CRM 5.0, 7.0 / IS-U ECC 6.0

Responsibilities:

• Worked on Pricing for Quotes and Contracts for Lodestar (large business) customers
• Customized Quotes and Contracts in CRM Key Account Manager (KAM) portal
• Resolved post go-live issues related to Pricing in CRM and ISU, Deal Changes, ISU Facts and Load Synthesis
• Conducted Root Cause Analysis for issues in Contracts replication between CRM and ISU via Middleware
• Involved in the master data clean-up efforts at Confidential to bring down the replication errors
• Successfully led post go-live optimization efforts as part of Application Support

Confidential, Indianapolis, IN

SAP CRM Techno-Functional Lead

Environment: CRM 7.0 - Service / ECC 6.0

Responsibilities:

• Lead a team of 10 CRM resources during Realization phase overseeing the customization and development
• Configured Actions, Pricing, Status profile, Date profile and other customization for Service Order and Order Confirmation
• Configured Categorization for Service Orders and Configuration
• Middleware set up and enhancements using CRM user exits and BADI’s
• Web UI customization and development - UI layer changes (changes to views and UI elements)

Confidential, Shelton, CT

SAP CRM Functional Consultant

Environment: CRM 7.0 - Service / ECC 6.0

Responsibilities:

• Led Blueprint workshop sessions to understand the As-Is processes and gathering requirements for the To-Be scenarios in business processes like Call Receipt, Call Dispatch and Order Processing (CRM Service Order Processing with RPA)
• Coordinated with Business teams to gather requirements and performed Gap analysis to identify custom requirements and prepared the list of custom objects for the Development team
• Responsible for building Business Roles on Web UI and their assignment to various positions in the Organization Structure
• Configured Multi-level Categorization for Service Orders and Confirmations on Web UI via IC Manager role
• Created Categorization Schemas, Code, Code Groups, Catalogs and Subject Profiles for categorizing issues in Transaction type configuration for Service Requests, Service Orders and Activities
• Created Set types on Iobject to transfer the Classification data on ECC-Equipment and enabled these set types as assignment blocks on Web UI
• Enabled Duplicate Check to ensure data integrity for Business Partner master data
• Implemented Cleansing Case functionality to clean up erroneous contract master data
• Configured CRM Interaction Center for Confidential ’s Call Center operations as part of Call Receipt process
• Designed custom process for enhancing functionalities like Contracts Entitlement Overview, Service Assignment process and Account Identification process on IC
• Worked on setting up Status Profiles, Date Profiles, Partner Determination, Organization Determination for Service Orders
• Configured Groupware Integration to allow bidirectional synchronization of contacts, appointments and tasks between SAP CRM and MS Outlook
• Worked on integrating RWD Uperform Help Center with CRM Web UI
• Configured Transaction Launchers for integrating ECC and CRM transactions with Web UI & IC

Confidential, Rochester, NY

SAP CRM Techno-Functional Consultant

Environment: CRM 6.0 - Service / ECC 6.0

Responsibilities:

• Worked on UI Configuration in Service areas of Web UI - Ibase/Iobject, Service Contract, Service Order and Service Confirmation
• Worked on customer enhancements in RPA to update partner function during Service Assignment
• Modified Partner processing and Organization determination for Service Orders for Field Service scenario
• Custom enhancements in Interaction Center to include custom fields in business transactions

Confidential, Chicago, IL

SAP CRM Techno-Functional Consultant

Environment: CRM 6.0 (CRM 2007) - Service, Claims Management (TCM)

Responsibilities:

• Utilized the UI configuration tool to make customizing layout changes for various assignment blocks
• Worked extensively with BSP Component Workbench to create and enhance components, views/viewsets and assignment blocks
• Created Framework enhancement sets to extend standard objects in CRM Service module
• Enhanced Service Orders and Service Confirmation components by adding custom fields and business logic on the Web UI
• Involved in the configuration and development of several CRM objects for automating Chargeback Recovery process which spans multiple landscapes like ECC, FI and CRM via CRM Middleware
• Worked on real time data transfer of One-order documents like Claims and Chargeback for various document transaction modes
• Involved in the upgrade tasks of CRM system from CRM 5.0 IC Webclient to CRM 6.0 Webclient

Confidential, Windsor, CT

SAP CRM PCUI Consultant

Environment: CRM 5.0 Account Management, Opportunity Management, Sales & PCUI

Responsibilities:

• Worked on PCUI configuration in Account Management, Opportunity and Quotation Management areas
• Enhancement to make the Template and Industry Code data mandatory while saving an account in PCUI
• Enhanced Advanced Search in PCUI sales and account transactions based on custom fields via EEWB
• Worked on filter settings for middleware adapters, monitored inbound and outbound queues for data transfer and synchronized data exchange

Confidential, Harrisburg, PA

SAP CRM Techno-Functional Lead Consultant

Environment: CRM 2007 (6.0), ECC 6.0, BI 7.0

Responsibilities:

• Led the technical upgrade of CRM 5.0 to CRM 2007 (PCUI to the new Web UI)
• Worked with Business Roles, UI Framework, Work Centers, Navigation bar customizing and UI Configuration tool to modify views
• Utilized BSP WD Component workbench to work with components and views and create Enhancement sets
• Enhanced GenIL layer for modifying BP search to include custom fields in the search criteria
• Enabled Transaction Launcher to launch ECC transactions and PCUI applications
• Created Custom Alerts to display the student statuses using Alert Modeler and user-defined events
• Customized Factsheet for quick display of comprehensive information of a Student BP
• Customized the Business Partner & Interaction History Views and developed new view sets and views for Activity clipboard
• PCUI customization for Campaign Management involving changes to field groups and screen level changes
• Enhancements to enable creation of activities with relationship to the campaign
• Integrated External Test Score functionality in ECC CM into CRM Business Partner by enhancing BP transaction using Easy Enhancement Workbench (EEW) and CRM Middleware
• Enabled bidirectional data transfer of Test Scores between CRM and ECC by enhancing CRM Middleware
• Screen changes to the BP transaction using Business Data Toolset (BDT)
• Worked extensively on BI generic extraction of Student Statuses & Holds and Module Booking
• Implemented Data Quality integration with Trillium software
• Extended Infotypes for Module Group and Program of Study
• Middleware configuration, monitoring and administration

Confidential, Santa Clara, CA

SAP CRM Consultant

Environment: CRM 5.0, BI 7.0

Responsibilities:

• Created PCUI BSP application for Partner Profile Management for managing Channel Partner Basic Data and Marketing Attributes
• Modified products’ search in Opportunities view to restrict the products based on category IDs CRM Channel Management / EDI
• Extended standard Idoc types - INVREP01 and POSRPT01 for Channel Inventory (IR) and POS/RTCM applications in Channel Management
• Implemented BADIs to accommodate custom fields in the inbound idocs for Inventory and POS/RTCM applications
• End-to-end testing of Idoc cycle in Outbound/Inbound processing via EDI
• Implemented BADIs in IR and RTCM to accommodate logic for modifying various statuses of these transactions
• Developed generic extraction function modules for the BW custom extractions
• Marketing attributes
• POS and Inventory transactions (CRM Channel Mgmt)