SUMMARY

• Over 8 years of experience in in CRM Marketing, Sales and Service modules.
• Strong experience in maintaining (create, review and update) all design documentation including Business Requirements Documents (BRDs), functional and technical specification documents, test plans in SAP Solution Manager and SharePoint.
• Solid knowledge and experience in working on CRM upgradation implementations (V5.0 to V6.0 and V7.0) and product enhancements.
• Possess basic ABAP programming knowledge including debugging.
• Involved in end - to-end implementations from enterprise conceptual design, establishing functions, processes, master data, interfaces, enhancements, reporting, archiving, security authorizations, testing, Go-Live, user training, documentation, support production system and optimization.
• Over five years of extensive involvement in configuration of SAP CRM Accelerated projects including Master Data, Marketing, Sales and Service.
• Significant experience in analysis, design, development, documentation and implementation of operational processes required for a production environment in CRM modules. The technologies used are IDOC, BDOC, BAPI, EDIX, ALE and BADI.
• Experience in mapping, converting and cleansing major master data like Material master, Customer master, Vendor master, Bill of materials using data transfer work bench, LSMW, Batch input (BDC) and Direct input.
• Expertise in mapping business processes, Campaign Management, Marketing planning, External List Management (ELM) and Lead Management in SAP CRM.
• In-depth knowledge of Service order Management, IBase management, Complaints and repairs, Service Contracts, Warranty claims, Case management in SAP CRM.
• Good business experience and well versed in configuration and customization ofSAP CRMmodules in Marketing, Sales and Service integration with IC Web Client processes.
• Configured Organizational Data Profile, Master Data (Business Partners, IBase and Products), Transaction types, Item Categories, Partner Determination Procedure, Pricing Procedure, Date Management, Text Management, Action Profiles and Procedures, Status Profile and Territory Management.
• Strong expertise in customer master data, material master data and customer material info record (CMIR).
• Experienced in Sales Order Management including Value contracts, Quantity contracts, Order-To-Cash (OTC) process, Availability Check, Outline Agreements, Scheduling Agreements, Delivery note creation, Rebate processing, Billing (including Leasing process), Account management, Consignment Process, Promotions & Sales Deals.
• Interacted with ABAP and Workflow teams for customizing SAP system to meet business requirements.
• Proficient in interacting with Business Process Owners and End Users during Business Blue Print, Configuration, Customization and Integration phases.
• Proficient in configuring and customizing the key concepts of Marketing which includes Marketing planning and campaign management, Personalized mail forms, Marketing calendar, Segmentation, External list management, Product proposals and Lead management.
• Developed test scripts for Unit Testing, Integration Testing and User Acceptance Testing.
• Supported in CRM post go-live implementation maintenance, release upgrades, migration, performance tuning, problem solving.

TECHNICAL SKILLS

ERP: SAP CRM 7.02 7.0, 6.0, 5.0, 4.0, SAP ECC 6.0, 5.0, R3 4.6 (SD)

Web UI: CRM 2007 Web UI Configuration, Design Layer Customizing, CRM Business Roles Configuration & AET, Web UI Component Enhancement.

Databases: Oracle, SQL Server, MS Access

Operating Systems: Windows 7, Windows XP, Windows 2000, Windows NT

MS Suite: Word, Excel, PowerPoint, Project, Outlook, MS Visio

Methodologies: ASAP Implementation Methodology, SDLC.

PROFESSIONAL EXPERIENCE

Confidential, Austin, TX

SAP CRM Lead Consultant-Functional

Responsibilities:

• Configured Web UI framework using component enhancement workbench.
• Maintained business & authorization roles for accessing Interaction center Web UI.
• Worked in CRM Full Life Cycle implementation of project using ASAP methodology.
• Extensively involved with the CRM team from defining Project plan, Blueprinting, Realization and Go Live.
• Set up the CRM Middleware for loading Sales Area data, equipments, material and customers from SAP ECC to CRM through initial and delta upload.
• Worked extensively with SD and MM consultants to achieve the requirements, extended material settings for various distribution channels.
• Configured condition tables, access sequences, Condition Types, Pricing procedures, and tax formulas in SD and downloaded to CRM.
• Worked on the pricing configuration extensively and used SAP pricing formulas to calculate various sales discounts and promotions. Involved in the fine tuning and optimization of pricing procedure to enhance performance.
• Maintained Pricing and Campaign scales based on value and quantity.
• IPC cache refresh program was enhanced for better performance in SM53.
• Managed DR programs by using SAP CRM Marketing and Service functionalities. Configured and customized various Business Process and Procedures using IMG, Master data: Products, Business Partner, and Organization profile.
• Integration with legacy systems for data exchange: CISCO for Billing, Aclara for usage, Silverpop and Anderson for communication.
• Involved in CRM Marketing: Marketing Planning, Campaign Management, High Volume Segmentation using TREX, External list management, Lead management and Analytics.
• Involved in CRM Service: IBase, IObject, Service Contracts, Service Order Management, CRM billing and Analytics.

Environment: SAP CRM 7.02, CRM Sales, CRM Service, SD, SAP ECC 6.0, Web UI.

Confidential, Irwindale, CA

SAP CRM Lead Consultant

Responsibilities:

• An end to end implementation of SAP CRM Marketing and Outbound Telesales using CIC Web Client
• Involved in CRM Web UI/CRM Java.
• Performed CRM One Order Enhancements, Interfaces and conversions.
• Configuring and setting up various Business Process and Procedures using IMG.
• Involved in the planning, design,, configuration and support of Master data (Business products and product related configuration), Organization and territory models, Campaigns, Target Groups, External Lists, Digital Assets, Roles and Authorizations
• Worked on Customer Interaction Center (CIC) related functionality like Activity Clipboard, Broadcast Messaging, Interaction record and follow-ups, Business transaction profile, Agent inbox and Transaction launcher
• Configured sales related functionality including Opportunity Management, Activity Management, Lead Management, Sales Orders/Quotations and Contracts (Contract Management) and CTI integration with TelNav
• Worked with the BI team in identifying the necessary reports and their creation/modification
• Technical enhancement and Custom modifications based on complex and unique business requirements.
• Done Integration with legacy systems for data exchange.
• Handled IPC, CRM Billing and it’s integration with ECC accounting

Environment: SAP CRM 7.0, SAP ECC 6.0, Web UI,CIC.

Confidential, Sunnyvale, CA

SAP CRM Functional Consultant

Responsibilities:

• Handled Device Management data model and data flow like Meter reads, disconnection and re-connection.
• Involved in smart meter data flow and done integration of smart meters to CRM.
• Involved in SAP ISU data model.
• Worked in CRM Full Life Cycle Implementation of project using ASAP methodology.
• Extensively involved with the CRM team from defining the Project plan, Blueprinting, Realization and Go Live.
• Documented project requirements, defined organizational model and refined project goals by mapping the business process to the standard SAP functionalities.
• Involved in the business blueprint workshops with business leads and documented the business blueprint.
• Configured and customized transactions types, Item categories, number ranges, action profiles and text/ partner/ output determination.
• Designed Smart Form for Invoice.
• Customized enhancement using BADIs for minimum/maximum quantity order and incompleteness.
• Worked on CRM/FI interface for account postings and CRM/BI interface for generating customized reports and Vertex for tax calculation.
• Worked with Middleware consultant to migrate business partner and product master data from R3 to CRM.
• Co-ordinated with the ABAP and BW team in developing the code, testing scenarios and reporting environment.
• Managed Integration testing and documenting results for GO-Live preparation.

Environment: SAP CRM 7.0, SAP ECC 6.0, Web UI.

Confidential, Dublin, OH

SAP CRM Functional Consultant

Responsibilities:

• Performed replication in CRM middleware.
• Guiding CRM developers in technical configuration, development, testing.
• Handling CRM Business Object Layer (BOL)/Generic Interaction Layer (Genil).
• Involved in full life cycle implementation and analyzed and mapped business requirements into Service for determining As-Is and To-Be Processes.
• Extensively worked on blue print, design, configuration and implementation of the SAP CRM solutions.
• Conduct workshops with business process owners and users to gather business requirements.
• Involved in GAP analysis and documented Functional specification documents for the business processes and customization.
• Maintained Organization structure for new/existing business scenarios in terms of position, users and the service area data along with its attributes.
• Extensively worked on Service Quotation, Service Confirmation and Service Contracts. Set up Qualification Parameters for Service Order. In addition, customized transaction settings for Service process, Service quotation, Service order, Service confirmation, Service contracts.
• Defined copy control for transactions such as Service Quotation, Service Order, Service Confirmation, Service Contract and copy control for Item Categories.
• Configured Pricing Procedures for service transactions and service contracts. Maintained determination of pricing procedures.
• Designed SMARTFORMS for Print Action and Action Profile.
• View Layout Changes: Added new fields, dropdowns, navigation links buttons and columns in table layout for enhancing the IC Web Client user interface as per client's requirements.
• Customized SAP CRM system for Web Client to customer support area.
• Customized In-house Repair transaction type & customized settings for follow-up actions.
• Worked with middleware consultant to download Service Products, Product Hierarchy, and Product Categories from R3 system to CRM system.

Environment: SAP CRM 6.0, SAP R/3 ECC 6.0.

Confidential, Marshall, MN

SAP CRM Functional Consultant

Responsibilities:

• Involved in CRM Middleware development and enhancement.
• Handled CRM interaction center and Trade Promotion Management processes.
• Involved in cross-technical team integration.
• Performed interfacing technologies ALE / IDOC, Enterprise Service and Web services.
• Interacting with the Client to understand the requirements/issues preparing the design and for user acceptance.
• Managed client and project team members through module implementation.
• Define business partner grouping and assigned number ranges.
• Configuration of business partner role, relationship categories and screen configuration according to business requirements.
• Configured different transaction type, item categories and item category determination.
• Worked on basic functions: action profile, status profile, partner determination profile, ATP check, text determination profile and date management.
• Define and assigned territory hierarchy levels to the position.
• Configured copy control for quotation, sales order and order confirmation.
• Worked on enhancement through BADI.
• Configured Pricing procedure.
• Worked on Functional specification documents, reports, smartforms, and master data conversion.
• Trained the support team, agents and prepared necessary documentation of the whole process.

Environment: SAP CRM 5.0, SAP R/3 4.6C, ALE / IDOC.