SUMMARY:

• SAP Consultant with 14 years’ experience in SAP Implementation, Upgrade and Support projects including leading teams, Have in - depth functional expertise in multiple functional areas like SAP CRM.
• Work experience in Sales modules (Order Management, Pricing & Billing), experience in implementing SAP CRM practices for the scenarios in Opportunity, quotation Management, Sales Order Management, Customer Interaction Center. Very good experience in system integrations (CRM-ECC, SAP - Google Cloud, Customer Market portal - SAP).
• Rich experience in both Waterfall and Agile development methodologies. Expertise in CRM solution deployment and Implement strategies to improve support operational efficiency.
• Communicat e complex technical information to all stakeholders ensuring alignment. Achieve business expectations and improve stakeholder relationships. Managed with virtual diverse off-shore support team.

TECHNICAL SKILLS:

• Strong knowledge on tools like ABAP Debugger, BAPIs, ALV, Function Builder.
• Experience on ABAP programming. (Classical/Interactive/ALV). DDIC Objects: Tables, Structures, Domain, Data element and Lock objects. Modularization Techniques (Subroutines, Function Module).Data conversion using BDC, LSMW.
• Experience in Enhancements (BADI, customer Exits), User exits and have worked on IDOC issues.
• Very good experience in OData services.
• Extensive work experience in implementing SAP Solutions CRM Service (Complain and Case Management) and Interaction Center (IC).
• Extensive work experience in sales order, opportunity and quotation.
• Customization for item categories, different order types etc.
• Configured base customization including Transaction types, Item Categories, Organization management, Partner Determination, Date determination, Status profile, Text determination and Incompleteness Procedure.
• Role configuration in IMG. Experience in CTI & ERMS configurations.
• ECC integration, CRM-Google platform integration for machine learning model.
• Extensive Working knowledge in CRM with EHP upgrades.
• Proficient in BSP and GENIL/BOL architecture and also well versed in extension of GENIL/BOL object as per the business requirements.
• Configured and set up Interaction Center including Navigation Bar profile, Business roles, Tool Bar, Agent Inbox, Multi-Level Categorization, and Transaction launcher.
• Integrated external Contact us Webform page with CRM using Email Response Management System (ERMS). ERMS Rules policy was used to direct incoming email to relevant queues in the Agent Inbox.
• Worked in Transaction launcher and CTI functionality.
• Customizing and administering CRM Middleware activities like Replication, Data exchange with R/3 back ends and other systems, Monitoring and error handling.
• Component Interface, Component Usage, New Assignment Blocks.
• Configuring Actions, transaction launcher.
• Experience in SAP CRM middleware (Queue debugging, BDOC analysis and basic middleware configuration).
• Working knowledge in customer interaction center, interaction records.
• Have worked in CRM data migration.
• Experience in OData Services. Experience in AET, EEWB, CRM BAPI/RFC, CRM BADI/User exits. Experienced in CRM Component Enhancement using UI configuration Tool. Designed and developed new Applications, Views, View Sets, Navigations, BOL, and GenIL.
• Working knowledge in customer interaction center, interaction records.
• Worked in data cleansing project to delete duplicates for accounts, contacts in CRM using CRM ABAP and BAPIs.
• Proficient on Microsoft excel, Visio, PPT and Word.
• Strong consulting and communication skills with deep experience in conducting design workshops and solution architecting.
• Strong analytical skills including a thorough understanding of how to interpret business needs and translate them into application requirements.
• Deep knowledge of SAP business processes in various industries and domains.
• Involvement in Several SAP Upgrade Projects using the Solution Manager throughout the entire life-cycle from Business Blueprint to Technical clients in a consultative capacity to quickly learn new concepts and provide software solutions including presentation skills.
• Extensive documentation skills for use in standardization of Testing and Programming Procedures and Guidelines. (BRD, FRD, Training Module, Testing).
• Flexible, innovative and able to thrive in a fast paced, growth-oriented and time-critical environment.

PROFESSIONAL EXPERIENCE:

Confidential, Dublin, OH

SAP CRM/Data Migration

Responsibilities:

• Implemented full life cycle SAP CRM project from Blueprint to Post Go-live support.
• Working with users on requirement gathering, gap analysis and creating Business Requirement Documents.
• Working with various stakeholders (business team, CSR Lead/Managers, Multiple CAH Medical IT teams like Genesys, CAH Market portal front end team, ECC, SAP portal team etc.).
• Day to day work with technical SAP CRM and ABAP team, security, basis and portal teams.
• Involvement in design and JIRA card update for various phases of the project.
• Involvement in Functional/Technical documentation.
• Involved in system Configuration, development which includes integration with SAP and non-SAP systems like medical market portal, NetWeaver gateway, google cloud, ECM etc.
• Involved in Test script preparation by working with the business analysts for SAP and Genesys team
• Involvement in UAT coordination. Working with call center team leaders and scheduling meetings with CSR agents those designated for UAT along with the BAs in case any callouts needed in this phase or any difficulty involved.
• Provide input to organization change management team. Calling out about the change during the meeting and checking for any impact/overlaps that involved with other organization level teams.
• Understand the business requirements work with technical team to get the desired results.
• Follow up with various teams like technical team, functional team to make sure that there are no road blocks and timelines are not endangered.
• Communication with business to keep them updated about the progress.
• Configured base customization including Transaction types, Item Categories, Organization management, Partner Determination, Date determination, Status profile, Text determination.
• Configured and set up Interaction Center including Navigation Bar profile, Business roles, Tool Bar, Agent Inbox, Multi-Level Categorization, and Transaction launcher.
• Configured the Service management process to map Business Process for Issue based Service ticket processing.
• Integrated external Contact us Webform page with CRM using Email Response Management System (ERMS). ERMS Rules policy was used to direct incoming email to relevant queues in the Agent Inbox.
• Configured Transaction Launcher to open external websites, SAPGUI ABAP Reports as well as ECC Transactions.
• Used UI Config tool to add/remove fields and blocks, rename certain fields and make fields mandatory.
• Trained end users and help them stabilize business processes whenever a new application functionality is rolled out globally.
• Involved in integration testing, Cut-over plan, Go live hyper-care & post implementation support. Additionally, provide production support and knowledge transfer to offshore support team.
• Once Project is deployed, provide hyper care to business in order to make sure that there is no training or technical issue.

Confidential, NJ

Responsibilities:

• Engaged as SAP CRM consultant working on requirements understanding, preparing functional specifications for application deployment and system enhancements.
• Requirement gathering and close interaction with business/IT team.
• Extensive coordination with the technical teams to finalize the feasibility, efforts, design, delivery, etc. and connecting the business and technical teams to validate, estimate and clarify the changes required.
• Developed status reports and participated in related gap analysis and follow up actions.
• Develop custom reports, enhancement BSP applications, transaction launcher, etc.
• Configuring Actions.
• Streamlined business processes following industry best practices.
• Base Customization: Configured Organization data determination, Partner Determination, Dates, Status, Texts, Incompleteness Procedure, Item Categories, and Copy Control etc.
• Interaction Center: Configured Categorization, Business Roles, Navigation Bar profile, Agent Inbox and Transaction launcher to launch ECC transactions/Websites.
• Improved system performance through comprehensive system analysis and updating application as per SAP recommendation and best practices.
• Delivered operational excellence supporting SAP CRM application, reducing cost and achieving higher customer satisfaction results.Involved in documenting the business process by identifying the requirements and also involved in finding the system requirements.
• Responsible for implementing and conducting user-training of SAP related to Business process.

Confidential, Wilsonville, OR

Responsibilities:

• Design scalable, performance optimal and re-usable techno-functional solution to meet specific business requirements.
• Created Transaction Types, Item Categories, Status Profiles, Date Profiles, and Text Profiles in SAP CRM for the various CRM Service Transactions. Also configured relevant Partner Determination Procedures and Organization Profiles . Configured the same in ECC-SD.
• Designed and Configured Opportunities from generated Leads.
• Customized standard SAP Workflow for automatic creation of Opportunities from LEAD.
• Perform data mapping, data cleansing/conversion activities for Accounts, Contacts, and Address data.
• Complete participation in Development, unit testing, UAT, bug fixes, Go No-Go meeting and move to production.
• Adding new functionalities in the standard WEB UI screen as per the client requirement.
• Worked on EHP- 1 and 2 upgrades.
• Develop technical specifications, coding, testing, and documentation.
• Develop custom reports, BSP applications and interfaces for data load.
• Frequent and close interaction with business to understand requirements, issues and help evolve suitable technical design and fixes.
• Understanding and validating requirements with business.
• Complete design and documentations.
• Perform Proof-of-concept activities whenever required and design review.
• Ability to question functional design decisions and offer scalable and better design approaches.

Confidential

SAP CRM Consultant

Responsibilities:

• Developed technical specifications, coding, testing, and documentation.
• Created import structure files which is in form of standard IDOC segment of separate data objects of CRM (Business partner/IBASE/1-Order) to get the data from customer to upload in CRM 7.0 system.
• Development of extraction/conversion programs for business partner, partner relation, IBase and 1-Order.
• Developing conversion (load) programs and routines.
• Developed program (Named Staging Engine) for mapping of any kind legacy system data to CRM 7.0 data format using dynamic concept.
• LSMW projects set up for business partner, partner relation IBASE and business transactions (Orders, Activity, Lead, Opportunity, Contract, Quotation) using IDOC method.
• Executing conversions. Run IDOC generation and monitor IDOC processing. Error analysis once the IDOC processed.
• Supporting manual conversions where applicable.
• Responsible in Data load in production system.

Confidential

Responsibilities:

• Analysis of production tickets raised by end users as well as Functional process leads.
• Worked on Change requests and bug fix.
• Preparation of Technical design document. And review of the same.
• Analysis and development of enhancement objects as per client requirements.
• Debugging and worked on issues related to dump (Dump Analysis).
• Worked on Troubleshooting for FORMS issues and the fix accordingly.
• Responsible in development of programs for different Modules and unit testing which includes code fixing.
• Modified scripts in various Modules using third party tool OPTIO.
• Followed procedures as defined by customer standards.
• Responsible for tuning various programs for performance improvement.
• Taken the responsibilities in coordinating the users to bring the service request to resolve status.
• Mentored new comers into project with project specific information.
• Preparation of Technical design document and review.
• Analysis and development of objects as per client requirements.
• Responsible in developing programs for different Modules and unit testing which includes code fixing. Responsible for creating DDIC objects, modifying scripts in various Modules.
• Worked for UNICODE error fixing in various programs using UCCHECK transaction code.
• Follow procedures as defined by customer standards.
• Review/understanding of the functional specifications and preparation of Technical documents.
• Maintaining Issue logs.
• Providing estimations for the FRICE objects to be developed.
• Development of the Objects in adherence with the standards.
• Maintaining Transport Log. Testing of the objects and data load.
• Developed Data Dictionary Objects. Ex: Tables, Structures, Views, and Lock Objects.
• Developed Program to extract data for Material master data.
• Created Function Modules. Developed Area Menus.
• Modified SAP scripts from one server to other.
• Involved in loading of the data using the respective LSMW projects, and also loading data using the corresponding BDC programs.