SUMMARY:

• Strong hands on experience in leading successful SAP CRM implementations.
• 10+ years of SAP CRM as Business Analyst/functional consulting experience.
• Good understanding and working knowledge of SAPCRM 7.0, EHP1 and EHP2 and EHP3.
• Good Knowledge in SAP CRM Marketing, Sales, Service, Interaction center and E commerce and Variant Configuration.
• Good Knowledge on SAP CRM Middleware Application.
• Having over 16 years of IT consulting experience including over nine years of hands - on SAP CRM functional experience. I have contributed to my clients’ success by designing and implementing optimal technology enabled business solutions that align with the Clients’ mission, vision and purpose. Have proven track record of managing complex global projects where time to market is a key consideration. Having hands on experience implementing SAP CRM 7.0 EHP1, EHP2and EHP3.
• My work experience covers all stages of a major project from establishing a vision, system strategy, system requirements, business process blueprinting, creating prototypes, realization, testing, and knowledge transfer through the final go live and support phases. I have strong process knowledge on SAP CRM Sales, marketing, Internet sales and Service modules. Also have strong expertise in SAP CRM functional configuration and
• Good understanding and working knowledge of Business Object Layer (BOL) and Generic Interaction Layer (GENIL). Good knowledge in Web UI and Middleware configurations. Proficient in using Quality Center for Requirements Management, Test Plan, Test Lab and Defect Reporting and Tracking. Has good expertise in analyzing Business/System Requirements documents and Use Cases, Also involved in SAP Implementations, Upgrade, Rollouts and Support projects.

PROFESSIONAL EXPERIENCE:

Confidential, Northridge, CA

Business Analyst/ Functional Lead - SAP CRM

Responsibilities:

• Lead a team as business analyst and SME to implement for SAP CRM Service 7.3, Interaction Centre web client, and Middleware Applications.
• Configured the Business Roles for CSC, 24 hrs. Helpline in line with corporate securities and authorization.
• Configures work centers and Navigation bar to accommodate custom requirement.
• Configured different service transactions like complaint, RMA and Service Requests, problem and Incidents and business activities.
• Developed complex 7 levels of multilevel categorization for the Service requests and complaints.
• Defined catalogs, Code group and subject profiles for service transactions for problem and incident categorization.
• Configured Lean order and Lean complaints.
• Configured Ship to parties for the easy creation and assignments from CRM Web UI.
• Worked on creation of Z reports(activity, service requests and complaints) for the easy reporting Multi-level schema and Service Requests
• Replicated Customers, Material Master, Spare parts, and Equipment master data.
• Customized settings for Initial and delta load between ECC and CRM for Master data and Transactions.
• Carried out pricing downloads and territory uploads.
• Run regular synchronization using SDIMA for data consistency between the SAP Systems.
• Worked on interfaces between SAP and GE system for Physician and Insurance data consistency.
• Worked on the interface with web services for GE System for the transactional data for Returns and Exchanges through Idoc interface.
• Worked on interface between DMS system for the storing scanned documents and making them available for the business roles of Interaction center.
• Working closely with development team and business users.
• Driving the status calls and change management calls and cross functional meetings.
• Preparation of test plans, which specify testing overview, testing approach, testing strategy, roles &responsibilities and scope of testing.

Confidential, Saint Joseph MI

Business Analyst/SAP CRM Functional Lead

Responsibilities:

• Business Analyst/SME for SAP CRM to implement for SAP CRM Service, Interaction Centre web client, and Middleware Applications.
• Lead activities to manage the day today activities in the following business process in CRM, Customer experience center (CXC) and Trade customer services (TCS) and Middleware Applications.
• Managing the master data like business partners, hierarchies’ relationships, Product master, Installed base and pricing conditions and their replications.
• Integration/BoBJ Data Cleansing, Duplicate checks for the Business partners.
• Account Mgt, Activity Mgt, Sales Orders, and Lean Order Mgt, Interaction History, and CRM standard reports.
• Managed all middleware activities like bdoc monitoring and troubleshooting, initial and delta downloads of business partners, products, and pricing conditions form ECC to CRM.
• Worked on the Change Request for Complaints & Return Management, Debit/Credit memos.
• Worked on the change Request for Credit memo & billing management.
• Install Base/product Registration, Policy Adjustments, Reimbursements/Delivery Allowances, Resource planning and scheduling, and Email Management.
• Service/Dispatch, Knowledge Management/Inquira, Recall/Product Service Letter, Management, Product Exchange, Parts Quotation and Sales Order Creation.
• Worked on creation of various Z reports for the easy reporting on Safety / Recall Metrics / Reporting.
• Working closely with cross functional business and development teams.
• Driving the status calls and change management calls and cross functional meetings.
• Preparation of test plans, which specify testing overview, testing approach, testing strategy, roles &responsibilities and scope of testing.
• Developed detailed design and code configuration walkthroughs, creation of test deliverables.
• Developing Testing scenarios and Executing Functional Testing, Regression Testing and Interface Testing test cases.
• Uploading the Test Cases, Requirements, Test Plan, Test Data in to Quality Center.
• Monitoring Test Progress and communicating status and issues to the Manager and updating the status in solution manager.

Confidential

Project Lead/SME - SAP CRM

Responsibilities:

• Project Lead for SAP CRM Sales, Service and Middleware Applications with team size of 6 Members.
• Lead activities to manage the day today activities in the following business process in Sales and Service management and Middleware Applications.
• Co-ordination with Onsite and offshore team to ensure the deliverable within SLA.
• Customized the different order type’s Spare order, Return, Warranty and complaint to address business sales and service scenarios.
• Customized the item categories for the spare orders (Service parts).
• Analysis and recourse estimation for the Release work requests (enhancements).
• Configured CRM Web Client for account determination, Installed base, automated routing and incident/service requests and complaints, Service parts management.
• Configured Sap’s extended Business Activity to accommodate inquiry processing for complex business scenario using work flows.
• Worked to streamline the user statuses on inquiries, quotation and sales order, making it easier for common business user to understand the overall status of their engagement document.
• Managed all middleware activities like bdoc monitoring and troubleshooting, initial and delta downloads of business partners, products, knowledge base and pricing form ECC to CRM and to CDB.
• Data monitoring through Idoc interface with legacy system.
• Configured and executed data transfer between SAP CRM and ECC Backend (configuration master data and transaction data loads)

Confidential, Mossiville, IL

SME/SAP CRM Functional Lead

Responsibilities:

• Project Lead for SAP CRM, Internet Sales Application, Confidential (CIC Win client), Variant Configuration and Middleware Applications with team size of 5 members.
• Lead activities to manage the day today activities in the following business process in CRM, ISA, Confidential and Middleware Applications.
• Configured the XCM and IPC settings for the Engine Models to enable them to use in ISA.
• Successfully replicated the SCE objects to CRM.
• Creation and maintenance of the web shops and respective catalogue replication.
• Customized the different order types (Design to Order and standard Spare Part Order) to address business scenarios to handle custom built quote and standard quote in line with complex variant configuration.
• Configured Sap’s extended Business Activity to accommodate inquiry processing for Design to Order and standard Spare Part Order using work flows and web-dynpro application.
• Simplified the process of plant determination and plant partner determination for Quotation, sales order and inquiry.
• Worked on creation of various Z reports for the easy reporting on inquiries and PDF out puts.
• Worked to streamline the user statuses on inquiries, quotation and sales order, making it easier for common business user to understand the overall status of their sales document.
• Managed all middleware activities like bdoc monitoring and troubleshooting, initial and delta downloads of business partners, products, knowledge base and pricing form ECC to CRM and to CDB.
• Developed new RFCs and updated existing RFCs, BAdIs implementations and coding as per business requirements.
• Developed Idoc interface between PSQ system and ECC.
• Analysis of the CRM processes, issues & gaps and carry out configuration of Master data in CRM, Activity management, contract management and ISA enhancements.
• Providing the production support within SLA for smooth operation on daily basis.
• Co-coordinating with the off shore for Interaction with cross functional groups, interacting with the Business Analysts, A and I engineers, Dealers, Account co-coordinators and Account Managers.

Confidential, Sunnyvale

Functional Lead - SAP CRM

Responsibilities:

• Functional Lead for responsible for the identifying the scope, planning and monitoring and change control of the project during the project optimization state.
• Daily team interaction, Updates, status meeting and KT session.
• Efforts estimations on resource perspective and cost estimations on budget and deliveries point of view on release basis.
• Actively participated in finalizing the Process Definition Document for Installed Base Management, Extended Warranty/Service offerings, Service Registration and Part Requests and field services.
• Configuration testing on Business Roles, Account identification profile, Object profile, Action Profile, Business transaction profile, Navigation bar profile functions for WEB UI, Interactions, Customer Fact Sheets, Activities, Status Profiles, Case Management.
• Data Maintenance- Managing the master data and transactional data with accurate and timely Test data.
• Interacting with cross functional teams and change management Team in various stages of transport in Development, Quality, Pre-production and Production Servers till implementation.
• Developing test scripts and test cases based upon business and system requirements.
• Supported the post production support on the daily basis during hyper care and AMS stage.
• Test plans, Test strategy and Test activity planner preparations based on Business, System technical and Release specifications.
• Built the UAT scripts for the business validation and supporting end user testing.
• Co-Coordinating with Development team, IT and business team for the smooth releases.
• Performing the complete testing cycles of manual testing, negative testing and end-to-end regression cycles for the releases.

Confidential

SAP CRM Functional Consultant

Responsibilities:

• To conduct workshops with the system users for the requirement gathering and to finalize the Business process documents.
• To study the existing business process and map to Business process documents.
• Responsible for identifying the RICEF objects for upgrade project and requested enhancements.
• Wrote Functional Specification and Technical Specification Documents (FSDs and TSDs).
• Writing the functional specification for the business processes.
• Systems analysis, interfacing, and integration with SAP CRM modules for marketing planning, segmentation, campaign management, TPM, lead management, and personalization.
• Configured SAP CRM for account determination, Installed base, automated routing and incident/Inquiry requests and complaints.
• To translate business requirements into SAP best practice concepts for implementation in SAP CRM solutions.
• Configuration like Org Model, Business Role Configurations, Action Profile.
• Worked to streamline the user statuses on inquiries, quotation and sales order, making it easier for common business user to understand the overall status of the sales document.
• Managed all middleware activities like bdoc monitoring and troubleshooting, initial and delta downloads of business partners, products, knowledge base and pricing form ECC to CRM and to CDB.
• Configured and executed data transfer between SAP CRM and ECC Backend (configuration master data and transaction data loads)

Confidential

SAP CRM Team Lead -EUR

Responsibilities:

• Worked as the Team lead for the EUR-GD responsible for Own and deploy full life cycle from Build>Deploy>Sustain cycles.
• Providing the post go live support for the new and existing markets on TPM and Middleware issue.
• Configured various objects desired by the market during Scheduled Go-live process.
• Analyzing & providing the solutions related to the Marketing and Trade Promotions.
• Systems analysis, interfacing, and integration with SAP CRM modules for marketing planning, segmentation, campaign management, TPM, lead management, and personalization.
• Analyzing the Custom security & budget related issues Consumer promotions and Trade promotions.
• Configuration on Tax Number Categories, Tax classification and Mapping for various countries in ECC, CRM and CDB.
• Data Maintenance- Managing the master data and transactional data with accurate and timely data.
• Bdoc monitoring and troubleshooting for Customer Master, Relationships, customer hierarchy, products, PPRs and pricing conditions From ECC to CRM and CRM to CDB.
• Analyzing the Mbdocs and Sbdocs and data transfer between ECC to CRM and CDB.
• Run regular synchronization using SDIMA for data consistency between the SAP Systems.
• Analyzing the incidents and problem tickets that are triaged by the business and SME leads for the releases.
• Creating Transport Requests, Releasing Transport Requests, and interacting with change management Team in various stages of transport in Development, Quality, Testing, Pre-production and Production Servers till implementation.
• Developing new requirement documents, Design documents and Test Plan.
• Build up the test strategy and test cases and regression suites for biweekly and monthly releases.
• Participating in scheduled meetings with the client for the status updates.

Confidential

SAP SD Functional Consultant

Responsibilities:

• Conducting workshops to map the business processes for logical decomposition of AS - IS process.
• Understand the system gaps and proposing methodologies to address grey areas.
• Defined Organization Structure, including Sales Organization, Distribution Channel, Divisions, Sales Offices, Sales area and Shipping Points. Defined and assigned pricing procedures, condition types, condition table and access sequences for material freight, material price, customer specific prices, material discounts and quantity discounts. Defined and assigned partner functions and partner determination procedures. Configured Copy control settings, sales documents, delivery documents and billing documents. Configured material substitution, inclusion and exclusion for a Sales Order depending on stock availability. Configured Order Management, Availability check and Order Cancellation Procedure.
• Data Maintenance- Managing the master data and transactional data with accurate and timely data.
• Coordinate Unit and Integration testing with business users.
• Conduct for the newly implemented SAP system and Post Go-Live Support.

Confidential

Asst. Manager - Sales

Responsibilities:

• Promotion of Tile fixing standards for various types of Tiles/Stones for the buildings through the dealer’s network in the assigned area.
• Expanding the Retail network by appointing new dealers / sub dealers in unrepresented areas to give better customer services.
• Product Presentation /Proposals and Negotiation with the Specifies, Clients. (Architects, Interior Designers, Contractors and the Institutions.)
• Creating Market awareness by Advertisements and by conducting Masons meets, Eng/Architects meets, Exhibitions.
• Taking care of the customer requirements and co-coordinating with their application teams.
• Joined the company as the Sales Executive and promoted to Senior Sales Executive and to Asst Manager-Sales in a span of Three Years.
• Converted the assigned region to consistent 40 Tones, Achieved 100% target and collections consistently.
• Successfully promoted value added products to the Institution buyers like TELCO, NPCIL (Kaiga), Sea Bird, Hutch, Airtel, Hero Honda, Pepsi, Marathi showrooms and many reputed colleges and hospitals.
• Appointed 10 Dealers and over 40 Sub Dealers in the region.
• Conducted the seminars and product presentations to the Architects, Builders, Interior Decorators and Civil engineers.
• Conducted the sessions to masons.
• Streamlined the distribution system by appointing the C & F and streamlined the deliveries.

Confidential

Sales Executive (Heritage Surface Texture & Phenotherm)

Responsibilities:

• Promotion of Heritage Surface Textures and Phenotherm through the existing dealer’s network throughout Karnataka.
• Analyzing new business opportunities and development of new business by appointing new dealers and sub dealers and sustenance.
• Product Presentation, Proposals and Negotiation with the specifiers and clients. (Architects, Interior Decorator, Consultants, engineers etc.)
• Technical evaluation of the concurrent industry practices in texture application and false ceilings.
• Taking care of the customer’s requirements and co-coordinating with their application teams.
• Delivering primary inputs for maintaining and updating customer database.
• Streamlined the supply of the products and reduced the lead-time of the delivery by appointing Distributor for north Karnataka region.
• Consistently achieved the target sales with an average sale of 10 Tomes of HST and 3000 sqft of Phenotherm per month.
• Conducted promotional activities like Engineers meet and mansions meet Participating in the Exhibitions in various potential and upcoming markets.

Confidential

Sales Executive

Responsibilities:

• Promotion of Ceramic and Vitrified Tiles through dealer’s network in Bangalore region.
• Identification and scanning of the project and follow ups.
• Product Presentation and confederating the product for the clients Requirements (Architects, Builders Engineers and Institutions).
• Product demonstration and arranging for the mock-ups for the volume buyers.
• Collection of payments and handling the complaints.