PROFESSIONAL SUMMARY:

• Confidential is a SAP practitioner having 14 years of total consulting experience in SAP. She has over 11 years of experience specifically in the areas of CRM Middleware, Master Data (Customer/BP Master data, Product, Pricing Condition Master), SAP CRM Sales, Partner Channel Management, Case Management, CRM Service Management, CRM Billing, Contact Center (Interaction Center), BCM, CRM WEB UI, & ERMS, Hybris C4C and Integration with other external legacy systems.
• Her Consulting experience spans Manufacturing, TMT, Hi - Tech, Healthcare, Energy & IS-Insurance in onsite-offshore delivery model in multiple vendor outsourced partners.
• Hands-on experience in implementing SAP CRM Sales and Service modules
• Hands-on experience in implementing SAP Hybris C4C solution integrating with ECC via HCI.
• Developed a POC for SAP Hybris C4C standalone scenario.
• Worked on 4 full life cycle Implementations, 2 Upgrade Project and other Projects on Applications Development & Maintenance, Roll out Projects and Production support.
• Experienced in in extending Master and Transactional Business objects using EEWB and AET (Application Enhancement Tool).
• Worked on various SAP CRM implementations: Interaction Center integrating CRM with IS-Insurance (FS-CD), Order to management scenario for other customers, Order management in SAP CRM (4.0), with IPC 4.0 for pricing and CRM interfaced with Tax ware system, CRM implementation in 3.0, 4.0, 5.2, 7.0, 7 EHP1 &2.
• Worked on various CRM Upgrades which includes 3.0-> 4.0, 5->7, SP upgrades
• Handles CRM Middleware configurations. Successfully implemented all the middleware configuration set up for performing downloads of Business Partner, Products, sales transactions, and Pricing and well versed in BDOC error handling/trouble shooting.
• Implemented customized solutions for BP master data using BDT by mapping the complex requirements, UI configurations/custom developments using EEWB, AET
• Worked on multiple Global implementations of SAP CRM Service module for a Confidential client in integration experience with Click Software for workforce management and RNT for call center application using SAP CRM 7.0 apart from other SAP CRM implementations in Insurance/Manufacturing/ Confidential industries.
• Worked on IS-Insurance solutions specifically on BP Contract accounts as part of FS-ICM solutions
• Expertise in handling diverse business scenarios in multiple industry sectors and ability to translate Business Objectives into clear functional and technical requirements.
• Worked on SAP upgrades and created Test Scripts using HPQC.
• Involved in business consulting for proposing new solutions to the client in improving and enhancing their existing processes to suit their business requirements. Participated actively in new proposals/initiatives/client engagements.
• Have excellent communication and presentation skills with a Customer Oriented attitude. Received various commendations from the client for the commitment and dedication towards the work.
• She has strong expertise in developing classical/ALV and interactive reports, SAP Scripts, smart forms, Web-Dynpro, function modules, BADIs, user exits, BAPIs, RFCs, IDOCS, LSMW, Report writer, Master Data Conversion and Workflow customization and Integration with other external legacy systems using ALE/EDI in various modules SD, MM, PP, PM, FI/CO, CRM, SRM, FS-CD, FS-ICM
• Enhancements - Developed enhancements for to handle custom requirements during the processing of inbound/outbound IDOCs.
• Hands on experience in implementing SAP Personas
• Custom IDOC development and standard IDOCs extension. Defined the Master distribution model to ALE the master data between different SAP (ECC/ERP Vs CRM) Systems.
• Interface skills: Extensively worked on Interfaces between SAP and Legacy systems using BAPIs, ALE/EDI and file transfer technologies.
• Extensively worked on ABAP developments in OTC
• Expertise in ABAP Debugging, Performance Tools, Runtime Analysis, SQL Trace.
• Experience in Data Migration and Data Uploads using Batch Data Communication Programs (BDC) using Call Transaction and Session Methods.
• Migrated data from Legacy system to SAP using LSMW (Legacy System Migration Workbench) with the aid of Direct Input Programs and Batch Input session.
• Interface Expertise - Well versed in Interfaces between SAP and legacy Systems, developing interface programs, conversion routines, creating and processing batch input using BDC sessions and Call transaction method.

SAP SKILLS:

• RKT for SAP CRM 5.2
• SAP CRM 2007 Configuration Overview
• Participated in CRM 5.2 (CRM 2007) ramp up system testing at SAP labs
• SAP R/3 versions 3.1G, 4.0B, 4.5B, 4.6C, 4.7, ECC 5.0, ECC 6.0, IS-Insurance (FS-CD), ISU-CCS, FS-ICM and SAP CRM- 3.0 4.0, 5.0, 5.2ramp-up, CRM 2007& CRM 7.0, versions EHP 1,2, SAP Hybris C4C 1602,1702
• Solution Manager, ARIS, ASAP methodology, Requisite Pro, Clear Case, Microsoft office & Project, Remedy
• HPQC - Testing Tool

SAP CONSULTING EXPERIENCE:

Confidential

SAP Hybris C4C Consultant

Responsibilities:

• Involved in setting up the Development tenant system coordinating with SAP and key business stake holder w.r.t access and deployment.
• Configured the Service agents, corresponding users as per the number of users involved for POC
• Project Scoping, Questionnaire set up to select those process that involve Sales process
• Managed and supervised the incidents that were raised for the issues that were encountered in Std C4C
• Defined Communication system, communication arrangement for On-premise via HCI.
• Configured Ports, partner profile, ALE distribution model in ECC system.
• Maintained Middleware connectivity in ECC.
• Configured Code list mapping for all relevant configuration w.r.t Business Partner, Products, contacts
• Maintained the ID Mapping for integration of transactional data
• Configured number ranges, customer roles, relationship type in fine tuning tasks for Business partner
• Configured number ranges for products, created product hierarchies and categories in C4C
• Master data replications for customers, products and contacts from on-premise to C4C
• Maintained the configurations in the fine-activity for number ranges, document types, involved parties, Involved Item Parties for Sales Quotation and Sales Order processing.
• Configured the Pricing - Base price list, External Condition types and pricing procedures integration of pricing with ECC, pricing simulation in Quote & Order
• Integration of Sales Quote with Sales Order
• Defined Business Roles, assigned business roles to the users as per the requirement.
• Changes were made to the Page Layout using Adept for UI changes
• Initial Load of Master data - Configurations related to Org structure, Accounts, Contacts, Products, with integration to SAP ECC/CRM on - premise systems using HCI.
• Monitoring, troubleshooting and error handling the data issues during the data replication between C4C, HCI and on-premise CRM system.
• Migration templated were used uploading pricing into C4C
• Created a cutover plan to migrate the data from Dev to Production tenant in coordination with SAP
• Coordinated with various team and SAP to get the content, solution profile, page layout file imported to Prod tenant
• Coordinated all the necessary tasks related to the service agents, user creations, business role, data replications etc in Production tenant.

Confidential

SAP Hybris C4C Consultant

Responsibilities:

• Involved in setting up the Development tenant system coordinating with SAP and key business stake holder w.r.t access and deployment.
• Configuring the Service agents, corresponding users as per the number of users involved for POC
• Project Scoping, Questionnaire set up to select those process that involve Sales process
• Managed and supervised all the incidents that were raised for all the issues that were triggered in C4C
• Defined Communication system, communication arrangement for On-premise via HCI.
• Configured Ports, partner profile, ALE distribution model in on-premise CRM system.
• Configured Code list mapping for all relevant configuration w.r.t Business Partner, Products, contacts
• Configured number ranges, customer roles, relationship type in fine tuning tasks for Business partner
• Enabled duplicate check for business partner in scoping and fin-tuning activity
• Configured number ranges for products, created product hierarchies and categories in C4C
• Defined Job definitions, employee number ranges and associating them in the Org structure.
• Master data replications for customers, products and contacts from on-premise to C4C
• Defined Business Roles, Page Layout using Adept for UI changes, assigned business roles to the users as per the requirement
• Initial Load of Master data - Configurations related to Org structure, Accounts, Contacts, Products, with integration to CRM on - premise systems using HCI.
• Monitoring, troubleshooting and error handling the data issues during the data replication between C4C, HCI and on-premise CRM system.
• Conducted Std C4C demo to the business and IT team

Confidential

CRM Architect

Responsibilities:

• Conduct Business Requirement gathering meetings with business owners and subject matter experts.
• Documenting business requirements, processes and functional specification documents as per SAP Best Practices.
• Worked in Requirement gathering, Design, Build, Testing and Go Live Phases of the Development.
• Actively Participated in client Workshops to understand the Requirements of the Clients Business Processes.
• Created BPDs & BSDs for various processes like Lead, Opportunity, Quotations, Contracts, Order management etc.
• Involved in analysis of their business requirement and process mapping with SAP CRM 7.0 best practices for Leads and Opportunity Management
• Designed the solution in the SAP CRM Space from the requirements gathered.
• Customized and configured Transaction types, Date Profiles, Text Profiles, Status Profiles, Action Profiles, Org Data Determination Profiles, Item Categories and Item Category Determination, Subject Profiles & Categorization Schema, Service & Response Profiles, Document Templates, Email Templates, Web UI configuration using UI configuration tool and AET.
• Developed Web Dynpro Application for Sales Order reporting tool as per the customer requirement
• Defined and configured Business Roles as per the requirements of different user groups who will be accessing SAP CRM
• Configuration and Lead and Opportunity Types, BP Relationships, Org Structure, Territory Hierarchy, Territory Rules, Rule Policy Types, Text Management, Org Management, Partner Functions, Partner Determination Procedures, Surveys, Status Profile, Date Profile, Copy Control, etc.
• Configuration of Web UI including Business Roles, Technical and Navigation Profiles, Work Centers, PFCG Profiles, etc.
• Hands-on configuration of Service Requests, Opportunity and Quote Management, Contract Management
• Defect Tracking & fixes, Status Reporting and Client discussions to track change in requirements & providing estimates.
• Worked with Developers on the BADI enhancements and writing interface programs to meet specific business requirements for importing BP in CRM.
• Developed prototype for ERMS scenario
• Worked with developers to implement the FRICEW objects
• Configuration Documentation for all the scenarios implemented in CRM.
• Coordinated and executed Integration testing for Sales Processes
• Carried out unit, procedure and scenario tests and sign off development issues
• Created & tested condition types in the pricing procedures
• Successfully executed the Cut over plan for the end-to-end testing involved various teams
• End user documentation and .
• Developed a POC for a Call center scenario using BCM

Confidential

CRM Lead

Responsibilities:

• Requirements gathering, blueprinting, create BSDs, Functional documents.
• Lead the Configuration of CRM-Interaction Center in various areas like Account/Contact management/Interaction record/Activity clipboard/Roles/CIC Profiles/Org data set up.
• Lead the Configuration of CRM-Interaction Center in various areas like Account/Contact management/Interaction record/Activity clipboard/Roles/CIC Profiles/Org data set up.
• Confidential Integration with SAP CRM Contact center
• CIC related technical developments
• Designed and developed the Integration of CRM-ECC for customer master data/Sales orders/Interaction records using CRM Middleware and other Integration tools.
• Performance Improvement in various areas of CIC to ease the agents work schedule
• Redesign of the customer master data and contact data flow between ECC & CRM
• Middleware Enhancements for customer data
• Consolidation and data cleaning for customer & contact data (sales rep)
• Led the Archiving Process for Interaction data, customer master & contact data.
• Led the ERMS implementation
• Manage testing schedule to ensure adherence to the overall implementation schedule
• Set the approach and direction for User Acceptance Testing
• Create the overall User Acceptance Test plan
• Work with key stakeholders within the business to define the test scenarios and test coverage that is required

Confidential

CRM Architect

Responsibilities:

• Key Design Solutions in the areas of Master Data- Org Model, Business Partner, Product Master, Pricing, Knowledge Base (Variant Configuration)
• Middleware Set up- Connections between CRM and ECC, Subscriptions, Master Data Replication, BDOC Monitoring and Alerts.
• Configuration of Master Data in CRM like the Org Model, Business Partners, Pricing, Product Master, Customer Hierarchy, Vendor Master in CRM and exchange set up
• Conducted workshops for the Installed Base Management & Individual Objects, Service & Response Profiles, Categorization Schema, Service Quotations & Contract Management, Service Requests, Service Order Management, Complaints & Returns Management, Spare Parts Management, Resource Planning Application, Product Service Letters (PSL)
• Developed a custom WD component to view Shipment Visibility Tracking using standard WD components WDR SELECT OPTIONS & SALV WD TABLE.
• Created new Webdynpro component using 3 new applications for the three different windows to navigate from one application to the other.
• Extensively worked on Enhancement framework to enhance standard Webdynpro functionality.
• Created new custom adobe forms for the sales order forms.
• Enhanced standard WebDynpro components using enhancement framework in ECC6.0.
• Lead the testing, Cutover planning, hyper care support post go-live
• Troubleshooting and error handling all the issues during all the phases through the post go-live.
• Prepared System Maintenance Technical Documents (SMTD) for every process implemented in the system, presented to the Client and got them Signed-off.

Confidential

CRM Consultant

Responsibilities:

• Requirement Gathering, identifying gaps, developing and designing WRICEF and solution Design for IBM’s Enterprise S/W (ESW).
• Configuration and Setting up of CRM Middleware for the customer master, Product Master, Sales transactions.
• Execution of test plans, schedule, cut over plan

Confidential, Springfield, MA

CRM Consultant

Responsibilities:

• Developed custom BI Extractors for BP Relationships, Remuneration and Settlement
• Configurations of the settlement and settlement scheduling process integrating the ICM with FS-CD (FS-CD is used as pass through than being used as an ACH)
• Developed the Hierarchy tool for the BP-Contract Accounts(CA) and the relationships
• Reconciliation of Compensation Conversion
• Performance tuning of Settlement process.