SUMMARY

• 7 years of experience in the IT industry, in multiple CRM implementations in a variety of industries. Expertise as a SAP CRM Functional consultant with 2 Full - lifecycle implementations, and additional implementation experience in other SAP Modules like SD, MM, APO and HR.
• Expert in CRM business process and in the areas of Marketing (Campaign, Lead Management, Marketing Planning, Segmentation, & ELM), Sales (Opportunity, Quotation and Order Management), ISA (Internet Sales, E-Commerce), Service (Installed Base, Case Management, RMA Process). Good knowledge & understanding in the areas of Billing, Middleware, Web Client, IPC, ECC Order processing, high Volume Segmentation, and Vendavo Pricing.
• Extensive hands on experience in CRM Master Data, Base Customization - Partner Determination, Text Determination, Content Management, ODD, Status Profile, Action Profile, Transactions, Item Categories, Internet Sales Application B2B/B2C, Product Catalog, CIC Web Client, and ECC Order Processing & Pricing.
• Expertise in CRM Middleware integration between R/2 (IDOCs), R/3, ECC, & CRM; Middleware flow & its monitoring, Sites-Subscriptions-Publication & Replication Model.
• Have an excellent understanding of the SAP human resources & its business processes comprising the life cycle of an employee.
• Lead the global implementation (For regions, LAR, APAC, EUR, NAR) end2end from requirements gathering to Support through phases - App readiness, Master Data & Transactional Data loads, Go-live, Cutover Simulation, Cutover, PD1, and D1. Worked with CRM team members, Data Readiness (DR), BOA, Change Management teams and reported the status / any concerns to manager / leadership.
• Expertise in Vendavo Pricing in the areas of Managing Policies (List Prices, RME, WHSE), Price Console (Workbooks), Deal Manager (Deals) & Reports. Expertise in Pre-load, Post-Load & XML Validations of Product Catalog & Vendavo - Deal, List prices
• Programming knowledge of RICEF objects (Forms, Reports, Interfaces, Conversions, and Enhancements).
• Have expert knowledge in analyzing business requirements for design application and coordinated with Technical development team for customization and implementation of the SAP R/3 system.
• Applied knowledge of ASAP methodology with phases like - Project Management, Business Blue Printing, Realization, Testing, Go-Live and Post Go-Live Support.
• Used Slide shows, Screen shots and other materials (such as Job Aids’) to explain the Order Management, Product Catalog functionalities, Vendavo End2End process.
• Ability to bridge the gap between Technical and Functional teams in IT / SAP CRM Projects and have the ability to deliver from “AS IS” to “TO BE” state.
• Good knowledge of Testing the system, end-user Documentation, Functional & Technical documentation and writing Reports along with Production support (L3).

TECHNICAL SKILLS

ERP: SAP R/3 Version 4.5B, 4.6C, 4.7, ECC 5.0, ECC 6.0 EHP4 SAP CRM 4.0, 5.2, 7.0, SCM 5.1, and Solution Manager 7.0 EHP1

Languages: ABAP/4, SQL, PL/SQL, C, C++, JAVA, .NET

GUI Tools: SAP GUI, PCUI, WEB-UI, Developer 2000, VB 4.0/5.0

Database: Oracle 9i/10g/11g, DB2, Tera-Data, SQL Server 7.0

Operating Systems: Windows NT/95/98/2000/XP/VISTA/7, MAC, UNIX

Testing Tools: QC (HP Quality Center), Load Runner, QTP

PROFESSIONAL EXPERIENCE

Confidential, CA

SAP CRM Business System Analyst

Responsibilities:

• As part of Software Licensing project, lead the SAP Functional work stream by coordinating with different members of upstream and downstream applications (SAP CRM, Oracle ERP, Support Site, Integration, Quote Edge, ASUP and Analytics work streams)
• Tested the data for its accuracy, and involved in verifying, and validating the results as part of SIT (System Integration Testing) phase.
• Acted as a liaison with business in requirement gathering, and Development team in its design. As well QA team in QA planning and execution.
• Developed Solution Design Document (SDD), and Functional Specification Documents (FSD) as per the BRD’s, reviewed Technical Specification Documents (TSD).
• Documented and Maintained Configuration Setups such as Product Categories, Warranty < - > Product Category assignments, Product < - > Product Category assignments as per the business requirements.
• Created products for Protocols / Licenses, and enabled their display on Portal for the customers to download the software’s and its License keys.
• Using CRM Interfaces, created data related to Installed Base, Protocols / Licenses, Service Contracts, and Product Master.
• Created new Text Types per business requirements for CASE, PREQ, and IB Notes.
• Designed Case Framing/Closure functionality, configured new statuses for Case Status Profile, Partner Function addition.
• Documented functionalities in FSD’s for Marketing Attributes to be shown on Case screen, Role Authorizations for secure and non-secure users by copying the Routing Rules.
• Helped Business in analyzing Change Requests (CR) and communicated the same to Development teams.
• As part of SIT and UAT Phases, transferred knowledge to QA team on the project scope and guided them in writing test scripts and their effective execution.
• Provided LOE’s for GAPS identified and defects resolution.
• As part of Handover of the project, developed Support Readiness documents for Test phase and Support such as OLA (Operating Level Agreement), SLA (Service Level Agreement), and Troubleshooting Details.

Environment: SAP CRM 5.2, HP Quality Center 9.2, Oracle SQL Developer 3.2.10.09

Confidential, San Ramon, CA

SAP Analyst

Responsibilities:

• Developed End User (Job Aids and ILT - Instructor Led ) documents by coordinating with Business and Development teams in gathering Content specific to region such as Display customer master data; ECC Contact Person creation; External List Management - create, maintain, and delete external lists, upload a file, and maintaining mapping format; Segmentation - Create a Profile Set, segmentation basis, target group, and attribute values to create marketing profiles; Campaign Management - Create and Maintain campaign, and their elements, model a campaign process, and in releasing it.
• Maintained Tracker to track the completeness of objects by coordinating with team members, and then updating the status to Team Lead, and Manager.
• Coordinated with the Off-shore team in getting these documents formatted, and then in resolving their queries.
• Conducted sessions with Power users in navigating them through the different documents, and their work processes.

Environment: SAP CRM 7.0, ECC 6.0

Confidential, Philadelphia, PA

SAP I&I Analyst

Responsibilities:

• Lead the global implementation (For regions, LAR, APAC, EUR, NAR) end2end from requirements gathering to Support through phases - App readiness, Master Data & Transactional Data loads, Go-live, Cutover Simulation, Cutover, PD1, and D1 by working with CRM team members, Data Readiness (DR), BOA, Change Management and other work streams; reported the status / any concerns to the manager / leadership.
• Created CHARMS, Documents, TR’s in Solution Manager. Coordinated with Functional, Development, and PI teams in transporting objects.
• Tested the data for its accuracy, and involved in verifying, and validating the results during PT (Product Testing) and UAT phases.
• Worked with the BOA team in reviewing, testing the XML, Pre-Load, and Post-Load files for data accuracy, and Data Transformation of Product Catalog & Vendavo (Deal, List Prices).
• Created and executed Requirements, Defects (Defect Management), and Test Scripts using Quality Center.
• Transferred knowledge and guided AMS team on the project.
• Worked with Tealeaf team to record system information & Customer behavior. Recorded sessions by installing FiddlerCSC plug-in, generating .saz & .tls / .tlx files.
• Created Rules, Actions, and Tests using TMS to block / encrypt secure information. Created Business Events, Categories, Lists/Groups, and Alerts using Event Editor in RTV.
• Created Charts, Saved Searches and scheduled daily reports for various Business processes using Tealeaf.
• As a Triage on the team (L4 support), escalated, coordinated defects with the team, and in their resolution. Involved in getting these fixes migrated to Production through IBW & Incident’s. Also, as a part of Production Support team (L3) worked with On-site, and Off-shore team members in ticket / issue resolution.
• Configured, Tested and validated MyAccount@Dow ECommerce application, by actively working on the maintenance of Product Catalog’s, Marketing Attribute’s, PPR's.
• Designed the Catalog reports, and worked closely with the developer in testing, releasing this as a Transaction, and setting it up on Web-UI. Helped the business with Product Catalog data for certain businesses by creating database & tables using MS Access.
• Identified OSS Notes for Catalog Management, worked with the Basis team in getting these applied, and then in testing the changes.
• Configured XCM and set up Web Shop-admin with assistance from Security, J2EE, and Basis teams.
• Worked with the Business in gathering requirements, preparing Swim lanes, Gap documents, Functional, Enhancement Specifications, and assisted Developers (ABAP, Java, and EP) in creation of Technical Specs.
• Regularly monitored Transactional Data (Sales Order), Master Data (Customer, Material, CMIR, Pricing) Inbound and Outbound BDOC's (CRM <-> ECC) & IDOC's (CRM <-> R/2) during Implementation Phase.
• Setup of URLs, Cross System settings, Transaction Launcher, Navigation Bar Profile, and its assignment to Business Role for setting up of SAP transactions on Web-UI.
• Created Product Attributes, Set Type, Hierarchy, Category, and Characteristic List assignment to the Product Catalog for Individual Product Shipment, and Trade Product.
• Worked with the Business in identifying requirements, designing application for multiple modules - Managing Policies, Price Console, Deal Manager, Reports. Set up of Policies (List Prices, RME, WHSE, etc…), Workbooks, Deals, and extracted reports.
• Worked with Technical (ABAP, JAVA), PI/XI, SD teams in the mapping process.
• Tested & validated the application, its data by creating Test Scripts, and then executing them.

Environment: SAP CRM 7.0, 4.0, Web-UI, ECC 6.0 EHP4, R/2, HCM, SD, Vendavo 6.7, ISM, QC v10, Tealeaf

Confidential, Morton, IL

SAP CRM Analyst

Responsibilities:

• Participated in phases of project lifecycle - analysis, design, development, and its deployment.
• Gathered Business requirements, and developed Functional specifications, providing technical solution to the team by closely working with the Development team.
• Maintained Org Unit Number Ranges, Org Model (RHMOVE30) and in HRMS integration setting.
• Coordinated with SD, EWM/SCM teams in Product Variant configuration, MM team in BOM maintenance, List Price Condition maintenance for configurable products in CRM
• Maintained customizing settings for catalog types and MIME objects. Set up of Product Catalogs - Areas, Variants, Views, Product assignments, and PPR’s. Replication and publication of these Catalogs.
• Configured, Tested and validated ECommerce application, by actively working on the maintenance of Product Catalog’s, Marketing Attribute’s, PPR's for various functionalities.
• Maintained Marketing Plan types, authorization Groups, Status Profiles, Partner determination, Survey Suite, and Mail forms. Configured Surveys (Questionnaires), setup to send these as part of email Campaign.
• Defined and Prepared Data Sources, Attribute Lists (attribute Sets, Info set queries). Deployed BP segmentation process, created Marketing Attributes, Sets, Profile, Profile Sets, Target Groups to run Campaigns. Configured ELM specific tasks, such as List Type, List Origin, Mapping Format, and Activating Postal & Duplicate Check. Planned (CP), created, and executed (CE), analyzed email Campaigns by configuring Campaign Types, Objectives, Tactic, and assigning Mail forms.
• Created Bounce Categories; Policies, Rules, Conditions within the Rule, and assigned Bounce Actions to the Rule.
• Developed Test Scripts for Unit and Integration Testing by coordinating with the business.

Environment: SAP CRM 5.0, ECC 6.0, SD, EWM, SCM, HR, QC 9.0, Solution Manager 7.0

Confidential, Phoenix, AZ

SAP CRM Consultant

Responsibilities:

• Functioned as a Liaison with Business, Team members onsite, and offshore in coordinating work.
• Maintained Product Catalogs, their related Areas, Views, Variants, and Product/Partner Range (PPR), and in replication of these. Maintained customizing settings for Catalog Types and MIME Objects, Setup of B2B web-shop and XCM administration.
• Configured transaction types, item categories and important control attributes like partner determination procedure, text determination procedure, organizational data profile and status profile for activities.
• Configured marketing functions like cross/up/down selling scenarios. Created various data sources for the segment builder like attribute sets and external list management. Defined product proposals and product association rules, and involved in unit testing, integration testing and end user .
• Developed Functional Specifications and Gap documents by closely working with the business.
• Setup KT Sessions to train End users, new team members and got them acquainted with the SAP System, and its data. Defined and documented test scenarios, test scripts by identifying test cases, and in preparing end user documents.
• Identified and resolved critical issues during Project Implementation phase. Prepared and executed Cutover for global implementation of CRM Application.

Environment: SAP CRM 5.0, ECC 5.0, QC 9, Solution Manager 4.0

Confidential, New Brunswick, NJ

SAP CRM Consultant

Responsibilities:

• Configured SAP CRM system for Marketing and Sales scenarios including Marketing Planning, Segment builder, External List Management (ELM) using custom program, Campaign automation, and integration with ECC.
• Created User documentation to capture different work processes.
• Conducted user for functionality of the CRM system.
• Generated Test scripts, coordinated with Development, Testing teams, and Business users to manage changes.

Environment: SAP CRM 4.0, R/3 4.7E