CAREER SUMMARY:

• 10+ years of IT experience as a CRM consultant with different software methodologies
• Extensive working experience with Sales, Service, Marketing, Trade Promotion Management, Middle Ware and Interaction Center modules in SAP CRM
• Worked in Retail, FMCG, Tobacco, Oil, Gas and Energy domains
• Extensive experience in understanding, analyzing and designing SAP CRM system
• Experience in ABAP and CRM ABAP programming techniques like BOL, GENIL, OOPS, BADI, BAPI, BDC, IDOC, Function Modules, ALE, RFC, Reports, LSMWs, SAP Query and ALV’s
• Involved in different phases of the project execution from Requirement gathering, Planning, Blue Print, Design, Build, Testing, Go - Live and post go-live support
• Experience in peer review process, unit Testing, Quality (Functionality) & Regression testing of Business applications
• Successfully handled and resolved enterprise development & production systems issues
• Experience in preparing the RFP for new project bidding process
• Good communication and interpersonal skills with willingness and ability to master new skills and technologies
• Demonstrate consistently strong work ethic and capable of delivering timely results. Excellent client facing capabilities and good team player
• Excellent analytical, programming, written and verbal communication skills
• Participated in conducting SAP CRM Functional training/boot camps within the company as a SME

TECHNICAL SKILL S:

ERP: SAP CRM 6.0 & 7.0, SAP R/3 (4.5B, 4.7C & ECC 6.0) and SAP Utilities

Languages: ABAP/4, Java

Database: Oracle 11g, Tera data

Operating System: Windows, UNIX and Linux

Web Languages: HTML, XML and JAVA Script

Tools: Share Folder, Clear Quest, Clear Case, Moose, Live Link, HPQC & Infra, Load Runner

PROFESSIONAL EXPERIENCE:

Confidential, Houston, TX

Onsite Coordinator

Responsibilities:

• Co-ordinate and communicate all project activities with client
• Report directly to the client project key management stakeholders and take part in client’s project steering group meetings
• Prepare detailed project plan
• Manage delivery of the project, responsible for all deliverables keeping to approved budgets and schedules
• Manage quality of deliverable and support for transitioned applications
• Ensure project staffing as agreed with the employer. Meet frequently with the client program/project manager to discuss issues, technical problem resolutions, project constraints, project staffing etc.,
• Escalate issues which cannot be resolved in pre-defined interval to Account Executive
• Review and approve time sheets and expenses
• Managed compliance of internal audits
• Manage client relationship by ensuring high quality and timely delivery
• Establish and maintain the project management plan for the project
• Identifying, documenting and assigning project roles, responsibilities, and reporting relationships
• Establishing project repositories
• Executing and monitoring the project activities against project management plan
• Ensuring organizational standard metrics are measured and reported. Monitor, control and provide status reports about project performance to stake holders and senior management.
• Conducting and communicating results of project Implementation reviews and project closure meetings
• Alignment with other dependent initiatives
• Project releases, readiness and go live decisions
• Ensure alignment with functional developer managers development/deliverable plans

Confidentia

CRM Team Lead

Responsibilities:

• I managed a team of 10 functional and 6 technical members in the project. Worked on change requests raised by the customer and also supported team members while delivering the business requirements within the specified timelines.
• As a part of Application Maintenance Support team worked on assigning the tickets/incidents raised by the end user to the team members and directly interacted with the end users while solving their issues with the system.
• Worked on SAP CRM 7.0 with Sales, Service, Marketing and Interaction Center modules and also involved in the processes related to CRM & SD integration like Delivery, Goods Issue, Billing, Debit memos and IBASE
• Handled the critical marketing areas in the project like Campaigns, Trade Promotion Management with integration of BI, SD and APO modules.
• Successfully handled CRM integration related issues with other areas in the project like BI, Finance, APO and SD modules.
• Worked on Client Group Ware Integration and successfully handled the end to end implementation process of groupware integration which was the critical business requirement for client.
• Worked on very critical incidents in the project and played a key resource role in the project in reducing the defect count by assisting and motivating the team members wherever required.
• Got appreciation from clients for quick and on time solutions for the critical business requirements in areas like TPM and campaign management.

Confidential

Senior Software Engineer

Responsibilities:

• Worked as a CRM Functional resource in CRM Build & Config support team for implementation project. In this project we integrated SAP CRM system with the SAP ISU (Utilities) system.
• SAP CRM Confidential IC being the front-end system for the call center Agents. In this project, mainly worked on SAP CRM Confidential IC - Configuration and fixes.
• Prepared Functional Specifications for Change Requests raised by business.
• Created multiple Business Roles in CRM system for different agents through which the Agent logs in.
• Configured of different work centers on login page of CRM system.
• Worked on Confidential IC transaction launchers i.e., calling SAP ISU transactions from CRM Confidential IC - Prepared the configuration design and completed configuration of about 150 ISU transactions in SAP CRM. These 150 ISU transactions were divided into different categories like - ISU Billing, Finance, Industry and CRM. Created separate work centers for these four categories and attached in Confidential IC work centers.
• Confidential IC tidying up FS for simple customized user friendly design of Confidential IC. Reviewed the Technical Specifications, Component Tests prepared by build team and signed-off the docs.
• Configured the settings for Activities, Leads, Agent Inbox and Contracts in the system. Configured settings for Middle Ware for the replication of data from SAP CRM to ISU. Configured the settings related to Confidential, Confidential roles and relationships in CRM and its replication in ISU
• Configured the system related to marketing like Marketing Planner, Campaign Management for different channels, Segmentation and ELM.
• Configured Alerts (Next Best Actions) in CRM Confidential IC and Call Attached Data (CAD). Configured the Organization management structure in CRM and ISU
• Worked on Component Test scripts and prepared documents with the test results for the above application. Confidential IC: Involved in testing of the overall navigation bar profile, work centers attached to it and transaction launchers from ISU (Billing, Industry, metering and Finance).
• Address Management: This involved testing different checks related to address. For address verification we used QAS third party solutions. Mainly worked on integration issues with QAS.
• Prepared CTS related to Email, Telephone, Fax and SMS integration, Activity, Lead, Interaction Script and Contracts.
• Worked with XML related file creation for testing from Legacy to CRM for ELM related issues. Worked on the issues related to integration between CRM and external systems like ISU, BI, IDEX (workflow), PI, self-service portal and migration.
• Worked with middleware related issues in replication of BMD and TMD from CRM to ISU.
• Worked with BDT and EEWB and having experience in MDT (Master Data Templates) in ISU.
• Worked on ADHOC letters in CRM and the integration with stream serve for printing letters.
• Worked with industry, billing and metering teams in the project with the integration process related to CRM.
• Worked with Basis people while implementing the notes related to standard code changes, table or view creations etc.,
• Resolved several CRITICAL Severity defects swiftly which were stopping the AT / PT execution. Liaison with AT / PT team to understand the issues at execution level and Analyze / Resolve AT / PT defects which were raised due to improper configuration.
• Worked as a Functional Team member/Functional Testing Lead in the project. The Project is SAP CRM 7.0 Upgrade Project for Downstream business. In this project SAP CRM system integrated with the SAP R/3 system. SAP CRM Confidential UI is the front-end system for the Sales people.
• Worked as an Offshore SAP CRM Functional/Functional testing lead in the project. Mainly worked on SAP CRM Confidential UI configuration changes and fixes as part of upgrade.
• Configuration of Confidential UI - This involved configuration of the Confidential UI screen according to the upgrade changes. Worked on the new Account Merge, Groupware and Access Control Engine concepts in CRM 7.0. Worked with High Level Requirements of ACE.
• Worked as Performance testing team lead as part of Confidential UI testing in testing phase
• Prepared Functional Designs for Configuration changes and Functional Specifications for enhancements required to meet the client requirements in the upgrade system.
• As an Offshore Lead for Functional Testing team - led a team of 4 members. Prepared Estimations to prepare Test Scenarios & Conditions, Test Scripts and Test Data preparation. Gathered all the Testing Requirements and prepared estimations to write and execute the Test scripts. According to the Estimation hours recruited people in my team to complete the work and have given functional KT session for team members to prepare Test Scripts for all the possible scenarios in the system.
• Created Test Scenarios & Conditions, prepared and delivered Test scripts successfully within the timelines specified as a team, executed the test scripts and managed the defects process in HPQC. Communicated the onshore team regarding the updates daily as an offshore lead.

Confidential, Richmond, VA

CRM Mobile Sales Implementation and Production Support

Responsibilities:

• As a Production Support consultant, involved in supporting one of the largest SAP CRM installations in the world, for a tobacco industry giant. It is implemented SAP CRM with mobile sales where managers are assigned for each territory and given laptops to update data in MW. Data flows across SAP MW systems, SAP R/3, ASCII Adapter, territory manager laptop and legacy systems. The data has to be in sync across all the systems and corrective action needs to be taken in case of any discrepancy.
• The support involves requests ranging from new developments, enhancements, bug fixing of ABAP objects. It also involves monitoring the large number of jobs and queues in SAP MW and R/3 and solving the tickets raised by TSMs through Vantive tool.
• Involved in supporting one of the largest SAP CRM installations in the world, for a tobacco industry. On-site team has been working closely with SAP America in implementing and fine-tuning the CRM package.
• The work involved creating and maintaining business partner, promotion, and transaction data, as well as monitoring and consolidating revenue flows, both inward (from sales proceeds) and outward (in the form of promotional Discounts).
• This involves integrating and interfacing between legacy mainframe systems, SAP R/3 Online Transaction Processing System and the mobile workstations of the sales force with the middleware server acting as the hub.
• Monitoring of queues and jobs, and subsequently created IDocs and BDocs, and bug fixing and reprocessing them in case of errors is a day-to-day activity
• End-User Support in the day-to-day time-critical regular activity where issues if any will be raised as Tickets or Cases in the Vantive application by the end-users which are to be resolved in timely fashion
• Performing month end activities like generating pricing to the existed and new retail accounts for next sales cycle and Redeployment of retail accounts and territories
• Developed Reports, ALV Reports with OOPs concepts, BDC programs and LSMW Interfaces
• Adding of new fields to structures in R/3 and MW accordingly. Setup new product hierarchy, new product category and new brand in MW and R/3. Loading packing’s for the newly created brand. Extending the packing’s to the entire nation to capture the new brand packing’s in brand distribution. Develop a new function module in MW to provide pricing allowances. Modification to the all programs and queries regarding this object
• Analysis, debugging, testing and solutions of the change requests/enhancements received from client. Integration testing with legacy after migration of objects to QA.
• Problem analysis, coding, testing and solution delivery. Capturing of SKU packing volume coming in on weekly FSI inbound to MW through ASCII adapter. Generating pricing records for new product, promotional material materials and lowest brand. Calculating pricing and allowances to the retail accounts. Created FM to all brands to include market code and rate factor.