SUMMARY

• 9 years of Experience with Configuration and Support of SAP CRM and SD Module.
• OTC Lead for more than 5 years.
• Hands on experience in latest version of CRM 7.0 integrated with ECC 6.0
• Experience in full life cycle implementations using ASAP methodology including Business Process Reengineering through ‘AS IS’, ‘TO BE’, GAP analysis, Blue print, Realization, Configuration, and Testing. Translating business requirement into functional process and Go - live preparation, Go-live, Post live support
• Proficient in Product Catalog and Master Data
• Experience in CRM HANA Platform
• Proficient in SAP CRM Service Agreements, Service Contracts, SLA, Service Plans, Service Order & Quotation Management, Complaints & In-House Repairs, Case Management, Resource Planning, Service Confirmation, Date profile, Status profile, Action profile, Organization Determination, Repair, Master Data (BP, Product, Install Base (I-Base), Warranty)
• Proficient in the following functions of SAP CRM Sales, Lead Management, Opportunity Management, Pipeline and Performance Management, Activities, Quotation & Order Management, Territory Management, Account & Contact Management, Pipeline and Performance, Visit Planning, Sales Cycle, Agreements & Contract Management, Group Contracts, Product Substitution, Alternate Products, Listing & Exclusion, ATP Checking, IPC, Credit Check, Pricing and Billing.
• Proficient in SAP CRM Marketing Campaign Management, Marketing Calendar, Campaign Automation, Target Groups, Segmentation, Marketing attributes, Personalized Mail forms, ELM, Lead Management, Surveys and Coupons
• Good exposure to Solution Manager -Charm
• Good exposure to Activity Management, Opportunity Management, Sales Contracts, Sales Agreement, Product Substitution, Free Goods, Copying Control, Quotation & Order Management, Listing & Exclusion, Account Management, Credit Management, Activity Management, Territory Management
• Hands on experience in Middleware functionalities such as: Initial download, Delta download, BDOC monitoring, Queues, Error handling, Replication and more
• Excellent knowledge of configuring Customer Master Data in Sales and Distribution, Customer Master, Material Master, Customer-Material Master Info-Records. Worked on Material determination, free goods determination
• Experienced in the SAP Customer Order Management; Worked on several OTC implementation scenarios (Quotation, Enquiry, Orders, special orders, Contracts, Scheduling Agreements, Deliveries and Billing document)
• Experienced in SD sales order processing, Consignment stock processing, Output Determination, Material Determination, Partner Determination, Text Determination, Availability check/Transfer of Requirements,, Copy Control, Billing, Consolidated Invoicing, Make to stock, Make to order, Returns, Free of Charge goods, Free goods determination, Variant Configuration .
• Provide SAP/R3 consulting services primarily in the Sales & Distribution, Logistics Execution and Credit Management.
• Primary focus on design and delivery of order-to-cash systems, covering all business functions and integration points with adjacent modules. Experienced in Inter Company sales order processing..
• Configuration of Interfaces comprising EDI, Output, External transportation communication systems and Shipment tendering for service agents through the Internet.
• Worked on Analyzing and Debugging ABAP programs
• Experience in ASAP methodologies: Scoping, Project preparation, Business Blue Printing, Realization and Go-live. Worked on project phases till Go-Live & Production Support tasks thereafter
• Experience in Project Management: Planning and successful completion of full cycle implementations
• Maintain Access Sequences, Condition Types, Condition Records, and Pricing Procedures and determination
• Experience with testing (Unit, Performance and user acceptance) on complex scenarios
• Developed Test Plans, Test Scenarios, Test Conditions, Test Scripts, Execute, and analyze test results
• Worked on the Project documentation including WRICEF objects documents like Functional Specification, High Level Design Documentations, User Acceptance Test Documents, etc.
• Possess excellent communication skills, interpersonal skills, leadership qualities, systematic approach and ability to work effectively in a fast paced environment.
• Ability to work within a team with strong organizational skills and commitment to improve process utilization.
• Ability to interact with others in a motivational and diplomatic manner

TECHNICAL SKILLS

CRM Versions: CRM 5.0, CRM 7.0

ERP Modules: SAP SD

ERP Versions: SAP R/3 4.6c, ECC 6.0

PC Applications: MS Word, Excel, Outlook, Access & PowerPoint, Lotus Notes

Software: HP Quality Centre

Platforms: Windows, NT/2000

PROFESSIONAL EXPERIENCE

Confidential

SAP OTC Lead

Responsibilities:

• Involved in requirements gathering, preparing the functional specifications for GAPs identified in the business processes, End user documentation and Training.
• SAP Lead leading a team of 5 members
• Configured Sales Contract, Sales Agreement, Sales Order and Returns
• Worked on Group Contracts
• Configured Transaction dependent data like Partner determination procedure, Text types, Text Determination procedure, User Statuses and User status Profile, Action Definitions and Action Profile, Date types, Date Rules, Date profile and Copy controls according to Business Requirement.
• Configuration of Web UI including Business Roles, Technical and Navigation Profiles, Work Centers, Direct links, Logical links, linking business role to Org model
• Configured User Interface of the CRM Web UI using configuration tool.
• Designed multiple documents for business flow and maintained Master data.
• Maintained multiple Pricing procedure and Billing functions for business transactions.
• Set up Copy controls and multiple Output types.
• Customized & Configured the Pricing procedures by defining and configuring various condition types, condition tables, access sequences and condition records.
• Configuration of various Account Groups as per customer classification, and defined partner functions, Maintaining Partner Determination Procedures in various objects such as Customer Masters, Sales Document Header & Item, delivery, billing docs etc.
• Worked on ATP and Credit Management
• Configured Third Party Drop ship
• Worked on Consignments and Rush Orders
• Worked on different Billing and output types
• Worked on Pricing procedures
• Configured middleware settings for CRM-ECC Integration.
• Monitoring middleware data between ECC and CRM
• Tracking Defects and closed the issue based on severity

Confidential

SAP OTC Lead

Responsibilities:

• Lead a team of 3 associates
• Created custom condition types, condition table, access sequences, pricing procedure, pricing procedure determination, and customer expected price to suit the requirement. Added fields to field catalogs
• Configured condition exclusion functionality of pricing
• Configured copy control for conditions. Setup copying rule for condition types and condition tables
• Designed and configured free goods functionality in pricing
• Worked on several complex pricing process setups by designing and configuring up variant configuration functionality
• Designed and created pricing routines, and requirements
• Configured price relevant master data creating new pricing group for customers, new customer price list category and also defined credit limits
• Prepared detailed training documents and conducted seminars for the users along with online production support
• Created Outline Agreements, Value and Quantity Contracts
• Configured Text Determination and Output Determination procedures and set up the parameters for communication
• Responsible for developing functional specs based on the business requirements and interaction with the subject matter experts, developers and users
• Implemented Order to Cash (OTC) process including order management, delivery processing, invoicing, cash application. Responsibilities included SAP SD Configuration, Functional Design and Customization.
• Configuration of sales documents types. Setting up of customer master data, Business partner functions and customer hierarchies.
• Configuration of Interfaces comprising EDI, Output, External transportation communication systems and Shipment tendering for service agents through the internet.
• Organized Business Modeling Workshops (Sales Order Management, Pricing, & Billing) for the Order to Cash Core Team members
• Configuration of Inter-company billing, Delivery-related billing, Invoices based deliveries, Credit & debit memos.
• Made enhancements to the billing plans types like Milestone billing and Periodic billing and created date determination rule and also configured the date category.
• Configured inter-company pricing and billing scenarios. Created test case and carried out cross functional module reliability tests.
• Performed Integration Testing & Go-Live, Regression Testing, End To End Testing. Created various types of Sales Orders, deliveries, goods issue and invoice as part of Implementation and Testing
• Prepared user manuals, training documents, test scripts for system, integration and validation testing; provided post-implementation support and end-user training

Confidential, Cupertino

SAP CRM Functional Analyst

Responsibilities:

• Involved in requirements gathering, preparing the functional specifications for GAPs identified in the business processes, End user documentation and Training.
• Implementation of Retail project
• Worked on Product Catalog (Catalog Variant, Catalog View, Catalog replication), Master Data and TREX server
• Worked on Ecommerce
• Worked on Product Catalog (Catalog Variant, Catalog View), Master Data and TREX
• Worked on Quotation and Sales Order management.
• Configuration of Web UI including Business Roles, Technical and Navigation Profiles, Work Centers, Direct links, Logical links, linking business role to Org model and Transaction Launcher.
• Configured User Interface of the CRM Web UI using configuration tool
• Configured Transaction dependent data like Partner determination procedure, Text types, Text Determination procedure, User Statuses and User status Profile, Action Definitions and Action Profile, Date types, Date Rules, Date profile and Copy controls according to Business Requirement
• Created Marketing plan, Attributes, attribute sets, profile sets, data sources, target groups, Implemented de-duplication of target group, personalized e-mail, External List management and Mail Forms.
• Configured campaign, campaign plan and created Target groups
• Worked on High Volume Segmentation
• Configure pricing procedure with condition types, access sequence, Condition tables, condition records
• Worked on Application Enhancement Tool.
• Worked on Middleware i.e. queue monitoring
• Support to the existing system by solving issues via espresso.
• Project Warranty plan preparation and giving KT to Production Support team.
• Involved in Regression & performance Testing
• Involved in the Testing process. i.e. unit testing, scenario testing and integration testing.
• Tracking Defects and closed the issue based on severity
• Wrote Test Scripts and Test Cases and uploaded in Radars

Confidential, Dayton, OH 

SAP OTC Functional Lead

Responsibilities:

• Involved in requirements gathering, preparing the functional specifications for GAPs identified in the business processes, End user documentation and Training
• Configured Service Contracts, Service Order, Service Confirmation, Master Data (BP, Product) Install Base, Service confirmation, Debit Memo Request.
• Worked on Complains and Warranty Management
• Created Marketing plan, Attributes, attribute sets, profile sets, data sources, target groups, Implemented de-duplication of target group, personalized e-mail, External List management and Mail Forms.
• Configured campaign, campaign plan and created Target groups
• Worked with Campaign Management developing Objectives, tactics, Campaign types, communication channels, and campaignautomation
• Worked on High Volume Segmentation
• Configuration of Web UI including Business Roles, Technical and Navigation Profiles, Work Centers, Direct links, Logical links, linking business role to Org model and Transaction Launcher.
• Configured User Interface of the CRM Web UI using configuration tool
• Configured Sales Contract, Sales Agreement, Quotation, Sales Order, Pricing and Billing according to the requirement
• Configured Sales Quotation and Sales Order Management.
• Configured Transaction dependent data like Partner determination procedure, Text types, Text Determination procedure, User Statuses and User status Profile, Action Definitions and Action Profile, Date types, Date Rules, Date profile and Copy controls according to Business Requirement
• Configured Cross Company sales order processing, Consignment stock processing, Output Determination, Material Determination, Partner Determination, Text Determination, Availability check/Transfer of Requirements, Copy Control, Billing, Consolidated Invoicing, Make to stock, Make to order, Returns, Free of Charge goods, Free goods determination, Variant Configuration and LIS.
• Configured Variant configuration-Create Configurable product, Create configuration profile
• Designed multiple documents for business flow and maintained Master data.
• Customized & Configured the Pricing procedures by defining and configuring various condition types, condition tables, access sequences and condition records.
• Worked on Middleware i.e. queue monitoring
• Project Warranty plan preparation and giving KT to Production Support team.
• Involved in Regression & performance Testing
• Involved in the Testing process. i.e. unit testing, scenario testing and integration testing.
• Tracking Defects and closed the issue based on severity

Confidential 

SAP CRM/SD Functional Consultant

Responsibilities:

• Configured CRM Organizational Structure, positions, Assignment of Business partners to Position, Assignment of Business Roles to the Positions
• CRM Lead handling a team of 5 associates.
• Determination of Organization in the transactions through configuration of Organizational determination profile, Org Model Rules, Responsibility rules and created required General Attributes for Org model rules
• Worked on Product Catalog (Catalog Variant, Catalog View), Master Data and TREX
• Worked on Set types and attributes
• Segmented business partners into target groups based on their attributes as a part of campaign management process
• Created and maintained Call Lists for Telesales using Campaign Management
• Created Marketing plan, Attributes, attribute sets, profile sets, data sources, target groups, Implemented de-duplication of target group, personalized e-mail, External List management and Mail Forms.
• Configured campaign, campaign plan and created Target groups
• Worked with Campaign Management developing Objectives, tactics, Campaign types, communication channels, and campaignautomation
• Created Product proposals for Up/Down Selling and maintaining Top n’ products
• Configured questionnaires for leads by customizing qualification levels and determination criteria for questionnaires.
• Configured Prospects, Leads and opportunities as per business requirement
• Configured Accounts and Contact management.
• Configured Sales Contract, Sales Agreement, Quotation, Sales Order, Pricing and Billing according to the requirement
• Configured opportunity, Pipeline Performance, Activity, Account & Territory management according to the business requirements
• Configure pricing procedure with condition types, access sequence, Condition tables, condition records and Maintenance group
• Configured Service Agreements, Service Contracts, Service Plan, SLA, Service Order, Service Quotation, Complaints, Return Management, Case Management, Warranty Management, Date profile, Status profile, Action profile, Organization Determination, Master Data (BP, Product) Install Base, Warranty, Service confirmation, Billing.
• Configured Service-In house repair and Complain management
• Experience in I-base management
• Configuration of Web UI including Business Roles, Technical and Navigation Profiles, Work Centers, Direct links, Logical links, linking business role to Org model and Transaction Launcher.
• Configured User Interface of the CRM Web UI using configuration tool
• Configured Transaction dependent data like Partner determination procedure, Text types, Text Determination procedure, User Statuses and User status Profile, Action Definitions and Action Profile, Date types, Date Rules, Date profile and Copy controls according to Business Requirement.
• Involved in configuring the CRM IC Web Client Organization profiles, User Roles and Profiles, Navigational bar Profiles and Broadcast messages
• Assisted in customizing the Alert Profile setup in IC web client in such a way that it triggers events for special operations performed in the IC web client transactions
• Experience with Computer Telephony Integration(CTI)
• Configured ERMS (E-mail Response management system) for employees inbound emails.
• Defined communication settings, email addresses and email settings for Agent inbox settings for interaction center
• Worked on Application Enhancement Tool.
• Configured middleware settings for CRM-ECC Integration.
• Monitoring middleware for error related to replication from CRM to ECC or vise versa.
• Involved in the Testing process .i.e. unit testing, scenario testing and integration testing.
• Tracking Defects and closed the issue based on severity
• Wrote Test Scripts and Test Cases and uploaded in Quality Center
• Configured CRM Organizational Structure, positions, Assignment of Business partners to Position, Assignment of Business Roles to the Positions. Mapping of SD org structure with the CRM Org structure.
• Worked on Product Catalog (Catalog Variant, Catalog View), Master Data and TREX
• Configured Complain & Return process.
• Configured Activity Management, Opportunity & Pipeline Performance Management
• Configured Account and Contact Management.
• Configured Sales Agreements, Sales Contracts as per the business requirement.
• Configured Quotation and Order Management and replicating to the ECC
• Configured Territory Management, Account & Contact Management
• Configured Pricing Procedures with Condition Types, Access Sequences, Condition Tables, and Condition Records
• Configured Transaction dependent data like Partner determination procedure, Text types, Text Determination procedure, User Statuses and User status Profile, Action Definitions and Action Profile, Date types, Date Rules and Date profile according to Business Requirement
• Involved in configuring the CRM IC Web Client Organization profiles, User Roles and Profiles, Navigational bar Profiles and Broadcast messages
• Assisted in customizing the Alert Profile setup in IC web client in such a way that it triggers events for special operations performed in the IC web client transactions
• Experience with Computer Telephony Integration(CTI)
• Configured ERMS (E-mail Response management system) for employees inbound emails.
• Defined communication settings, email addresses and email settings for Agent inbox settings for interaction center
• Created Marketing Plans and Campaigns- maintained marketing plans/Marketing plan elements/Campaigns
• Configured Customer Segmentation-Maintained marketing attributes/attribute set/attribute list
• Created Target groups and profile set in Segment Builder
• Defined Graphic profile and view for marketing calendar
• Configured questionnaires for leads by customizing qualification levels and determination criteria for questionnaires
• Created Product proposals involving Up/Down Selling and maintaining Top n’ products
• Configured coupons as per business requirements
• Experience in CRM-BI Integration.
• Integration of TPM with BI
• Implemented Trade Promotion Management- Off and On Invoice, Product Planning basis, Planning Profile group, Trade spends, Condition Generation, Rebate Agreement type
• Experienced in the SAP Customer Order Management; Worked on several OTC implementation scenarios (Quotation, Enquiry, Orders, special orders, Contracts, Scheduling Agreements, Deliveries, Shipments, Transportation and Billing document)
• Experienced in Cross Company sales order processing, Consignment stock processing, Output Determination, Material Determination, Partner Determination, Text Determination, Availability check/Transfer of Requirements,, Copy Control, Billing, Consolidated Invoicing, Make to stock, Make to order, Returns, Free of Charge goods, Free goods determination, Variant Configuration and LIS.
• Provide SAP/R3 consulting services primarily in the Sales & Distribution, Logistics Execution and Credit Management.
• Researched and developed Vistex report functional specs.
• Primary focus on design and delivery of order-to-cash systems, covering all business functions and integration points with adjacent modules. Experienced in Inter Company sales order processing.
• Experienced withconfiguring Order-To-Cash (OTC), P2P (Procure to Pay), Make To Order (MTO), Make To Stock (MTS), Scheduling Agreements, Consignment Orders, Value contracts Return orders and Contracts. Experienced in Service Management.
• Configuration of Interfaces comprising EDI, Output, External transportation communication systems and Shipment tendering for service agents through the Internet.
• Excellent knowledge of configuring Customer Master Data in Sales and Distribution, Customer Master, Material Master, Customer-Material Master Info-Records. Worked on Material determination, free goods determination and Bill of Material. Good experience in value contacts and quantity contracts.
• Configured Variant Configuration
• Good understanding on customizing organizational structure and designing master data. Strong knowledge in SD Master Data like Customer master, Pricing, Customer Material info record etc.
• Involved in the Testing process .i.e. unit testing, scenario testing and integration testing
• Raising Defects and closing the issue based on severity
• Uploading Test Cases and scripts to Quality Center
• Monitoring middleware data between ECC and CRM.