PROFILE:

Business focused and experienced SAP CRM/SAP C4C lead focusing on core modules of Customer relationship Management (Interaction centre, Sales, Service), Cloud for Customer (C4C), Middleware and Plant Maintenance & Customer Service (PM/CS). with 9 plus years of IT consulting experience and 11 years of domain experience, and high level of Integration skills with other core SAP modules. Excellent business process analytical skills derived from a solid background in business within service and manufacturing environments.

SUMMARY:

• Overall 20 years of domain and IT experience including 9 years of SAP consulting experience globally in SAP CRM, SAP SD, SAP PM/CS.
• Implemented 4 full life Cycle, end to end SAP CRM 7.0 implementation/upgrade with hands on experience in Project Preparation, Blueprint, Realization, Final preparation and Go - Live phases of the project.
• Hands on Experience in various functional areas of SAP CRM (Interaction center, Sales, Marketing, E-Commerce) including Middleware.
• SAP trained C4C consultant with hands on in C4C10 and currently involved in building business case for C4C implementation with current client.
• Worked extensively in CRM Interaction Center and implemented 90% of the functionalities for the leading financial services client in North America.
• Experienced as SAP CRM Team Lead for 4 years and Functional CRM Consultant for 2 years.
• Experienced in implementing Campaign & Lead management, Opportunity & Quotation Management, Service Request & Service Order Management, Installed base & Individual Objects Management, Knowledge Articles Management, Product Catalog Management, Activities Management and Middleware setup for data replication.
• Expertise in SAP SD, SAP PM/CS and SAP PS modules in SAP ECC.
• Experienced in Web UI: Web UI customization & configuration, Business Role Configuration, E-mail templates, Inbox configuration, Transaction Launcher and Web services related configuration.
• Experienced in developing Proof of Concept Demos, presenting it with partners to the clients. Key contributor in winning CRM 7.0 to EHP1 upgrade/ CRM Sales and Marketing project in WKFS for Confidential Axon.
• Currently working on POC demo on SAP Fiori with current client. This functionality enables the client to get rid of CRM SALES MOBILE 2.1 and reduce the servers from 3 to 2.
• Skilled in complex Requirement Gathering, Conducting workshops, Scope Confirmation, Analyzing As-is process and Identifying Gaps, Proposing To-be process.
• Experienced in business blueprint design for strategic Customer Relationship Management (CRM) initiatives covering Process Reengineering &Business Process Transformation.
• Skilled in creating detailed Functional specifications for identified RICEF objects.
• Strengths include strong client relationships, excellent communication, People management, Team building, presentation, highly motivated & positive attitude.

SKILL:

Projects Implementation, Support & Rollouts Process Manufacturing, Utilities, Process and Financial services industries.

TECHNOLOGY:

SAP CRM, SAP R/3 (4.0B,4.6C), ECC 5.0, ECC 6.0 and Middleware

Knowledge in SAP Modules

Customer Relationship Management

Middleware for connecting SAP systems

Cloud for Customer (Sales and Service)

Sales and Distribution

Plant Maintenance and Customer Service

Project system.

PROFESSIONAL EXPERIENCE:

Confidential

SAP CRM Functional Lead

Responsibilities:

• Currently responsible for Onsite Project lead for the Onsite/Offshore deliverables and Monitoring/Handling the team in terms of their deliverables in line with the agreed qualities standards to the client using Confidential Organization Management techniques (OMS).
• Responsible to support the incidents, service requests and change Requests in the SAP CRM Modules- Sales, Marketing, IC and Middleware,
• Interact in Business meetings with the key customer users and Onsite Team members to gather the business requirement and map them in SAP and provide business solutions.
• Team Lead in the SAP CRM Sales & Marketing implementation in . Roles and responsibilities includes SPOC for Master data handling and replication, Marketing and Sales processes (Campaign Management integration with Eloqua, Lead Management, Opportunity Management integration with Boulder Logic and Quote Management integration with Big Machines) and Business roles Management.
• Team member in SAP CRM Interaction Center Implementation in 2010. Roles and responsibilities includes Master data handling and Replication, Interaction Record, Service request, Knowledge Articles, Service Level Agreement and Agent Inbox Management.
• Supporting for the business processes Interaction record, Service Request, Knowledge Articles, Campaign, Lead, Opportunity and Quote Management with integration to third party systems like Big Machines, Boulder Logic, Eloqua and other home grown .Net applications through web services.
• Responsible for conducting extensive testing (Unit / Integration / Negative /Regression) in CRM landscape.
• Expertise in preparing User manual on Newly implemented Business process / process oriented change objects and trained the User from offshore by arranging Global meetings.
• Conducting Weekly Meetings with the offshore team to monitor and discuss on the Open issues and co coordinating with team to close the tickets.

Confidential

Lead Consultant-SAP PM/CS/SD

Responsibilities:

• Handled Support Activities like solving of L1 / L2 tickets, designing of enhancements to fulfil the new Requirements from the business, guiding the user on day-to-day basis to use the SAP software most effectively.
• Extensively worked on daily PM/CS/SD day to day business process issues and handled business process like, Service orders, Task lists, BOM’S, Project System Network with DIP profile, SAP xMII Integration for Service, Production and Network orders and their time confirmation etc.
• Expertise in preparing Functional Designs and ensure that it meets the business requirements.
• Mange quality reviews of functional designs developed by other team members.
• Prepared formalities/documents (Check list / User authorization / Transport request forms etc.) to move Changes into to Production client.
• Involved in UT, UAT activates if any developments during the support.
• Worked in Enhancement & development (Validations) in various transactional levels.
• Prepared UPM, KT to business and Production support team.

Confidential

Lead Consultant-SAP PM/CS

Responsibilities:

• Project Lead for Requirements gathering, gap analysis, Business Blue print preparation, Realization, Final preparation and Go-Live. Responsible for getting Sign-off from customers at each stage if the project.
• Completed the project within 6 months and with the help of technical/core team from Confidential .
• Implemented all the Plant Maintenance functionalities in one of the biggest casino in Asia.
• Implemented user exits to address the client specific requirements in Service Order Management. Designed and developed eight customized reports to address the client’s specific reporting needs.
• Worked extensively in Returns & repairs / Onsite service /Warranty claim /Replacement /In house repair Process in Customer service module.
• Handled Service based Masters like, Functional Location and Equipment master / Equipment BOM / Task lists/Maintenance Plans etc.
• Involved in unit, integration test and preparing test cases and documentation.
• Responsible for Power users / documentation for all the process implemented. Got clients “Outstanding” rating in all Project stages.

Confidential

Associate Consultant SAP PM/CS

Responsibilities:

• Experience in preparation initial project planning, resource estimation, procedures and plan.
• Designing and developing new solutions to address any gaps between business requirements and solution.
• Configuration of SAP PM, and the creation of Gap Sheets, Technical Specifications, Routine Request for Developments (RRD), Routine Request for Configurations (RRC)for the project to meet business requirements.
• Requests involving pricing calculation, invoice layouts & report enhancements.
• Configured and worked in all Plant Maintenance processes including refurbishment Process, Warranty Management, Service Contracts and Resource related billing.
• Since this project was partnered by SAP INDIA, worked with SAP INDIA LEAD CONSULTANT throughout life cycle of this project.
• Handled and responsible for Functional specifications, testing and delivery of all customized reports and User Exits.
• Conducts system testing and business acceptance testing to ensure design specifications are met and business Requirements are addressed.
• Manages transports properly to have a stable system setup.
• Provides help & assistance to business users during cut-over & migration phases.
• Ensures timely resolution of defects raised during Business Acceptance Testing.
• Provides functional and technical assistance on issues during UAT and Go-live.
• Creates material for PM/CS modules and provided to core users.

Confidential

Senior Executive

Responsibilities:

• Responsible for Operation & Maintenance of Boilers, Steam turbines, Milling and Treatment plant.
• Handled 200+ people in shop floor in the operation and Maintenance activities.
• Responsible for SAP PM Module support in plants and Super User in PM Module.
• Plant level core team member in SAP Roll out ( ) and core team member in Upgrade 4.0b to 4.6c (2004) in all plants.
• Responsible for Master data upload/change/Delete for PM Module in the plant. Responsible for any change requirements in the customized Reports & sending it to technical team after approval.
• Apart from O&M activities in the plant, Responsible for PM module status reports delivery from Plant Level to Senior Management.

Confidential

Senior Engineer

Responsibilities:

• Joined as Trainee Engineer and grown up to Senior Engineer within 3 years through Exceptional performance annual ratings.
• Responsible for Operation & Maint of Boilers, turbines, Milling and Treatment plants.
• Handled 200+ people in shop floor in the operation and Maintenance activities.
• Handled the Steam Boilers efficiency Improvement project in consultation with Avant-Garde and able to achieved the results.