SUMMARY:

• SAP CRM Lead Consultant seeking challenging assignments in any one or more stream of ERP - CRM Solutions / Pre Sales Operations / Delivery Management / IT Service Management with an organization of great repute in IT industry.
• SAP Lead Functional Consultant, associated with End to End Implementation, Support and Utilization of SAP in Enterprise Resource. Pre sales Operations, Delivery Management, Process Re-engineering, Client Relationship Management, Team Management
• Rich Experience in My-SAP CRM ISA, Sales, Web-IC. Services, Marketing, ECC Modules like SD and FICO.
• P ossess Rich Experience in the areas of Pre-Sales, Business Development, Customer Service, Distribution Management, and Frontline Sales.
• 4 - Full Life Cycle experience of SAP Implementation, SAP Testing, Go Live & Support and experience on SAP ECC and SAP CRM environment with Good understanding of Project Methodologies.
• Cross Module functional Exposure as ABAP/ SD/ PM/ CS/ MM/ FICO.
• Handled Client facing role in USA and Working as an Onsite Project Lead for maximum duration.
• Strong consulting background with business strategy consulting, defining business strategies, architecting & implementing them to deliver desired business outcomes.
• An effective communicator with honed interpersonal, analytical and problem solving skills.
• More than 11 years of extensive experience in Business Transformation, Functional Consulting, Project Management and technical experience in SAP Customer Relationship management, Sales and Distribution, Material Management and Logistics Execution with in-depth Business Process knowledge within several industry sectors including Beverage, Bio-Science, Telecom and Hi Tech Industries.
• 4 Full Life IT driven transformation implementation experience which includes SAP CRM 4.0, 5.0, 7.0 and SAP R/3 4.6C, ECC 6.0 Versions and experienced in methodologies such as ASAP methodology
• A strong ERP/CRM Business Transformation Lead for customer facing business processes with experience in multiple large global SAP implementation and application maintenance projects. Currently working as a Business Transformation Specialist and recognized as a motivating process leader and reference resource in SAP CRM and SD solutions.
• Worked on various E-Commerce B2B Scenarios relating to Shop Administration, Product Catalogue Management, Shopping Cart and Checkout, Involved in configuring TREX setting with Basis team, Worked on Shop Admin configuration for catalogues, Worked on List of Characteristics, Variants, Views etc. for Product catalogues and CTO ( Variant Configuration)
• Strong Experience in configuring Web User Interface in CRM 2007(6.0) and CRM 7.0 and Written various functional specifications for ( Confidential ) - Reports, Interfaces, Conversions, Enhancements and Forms.
• Expertise in Leadership, Project Management, Costing, Budgeting and Resource Planning. Also has extensive experience in leading requirement gathering workshop, Blue printing, leading testing cycles, training and deployment of new solution.
• Solution architecture, evaluation of technology from functional, technical and financial perspective. Application design, development and Lifecycle management.
• Led transition of Large Global Projects including on-boarding, recruiting, allocating resource, building team; manage necessary knowledge transfer and ongoing coordination between customer and service provider. Established and managed highly skilled professionals’ team across different geographies and different time zone.
• Successfully analysed the business processes and mapped them with the SAP functionality and configured the system to accommodate the process design.
• Extensive experience in leading and participating in different testing cycles like Unit, Integration and Regression Testing in different projects.

CORE COMPETENCIES:

• Understanding customer’s current IT service management state & to be state to delivery desired outcome.
• Monitoring multiple projects from conceptualization and visualization to technology mapping and final execution
• A dministering resource allocations and setting-up of the communication channels across the various horizons of the organization structure
• Understanding & mapping client’s requirements, resourcing requirement analysis - software and manpower; implementing solutions that effectively resolve problems or provide improvement
• Handling client / user / partner interaction for requirement gathering, risk assessment, finalization of Functional / Technical specifications and discussions for effort/cost/time estimation and client co-ordination
• Planning, executing, monitoring and reviewing ongoing projects / service management
• Ensuring timely completion and delivery of project to the client, extending production support of multiple applications.

IT SKILLS:

SAP Processes --- CRM: E Services (Complaint Management), Marketing (Marketing Spend Management), Channel Management, CIC Win client and Web Client, Survey Suite, Product Catalogue, CRM Base line Configuration, CRM Web UI Configuration, R/3 -- SD, PM. Basic Functionalities of MM.

People: Team Management and Communication.

Quality Tool: Remedy, HP Quality Centre 9.2 /10.

PROFESSIONAL EXPERIENCE:

Confidential

SAP CRM Lead Consultant

Responsibilities:

• As SAP CRM Leads, evaluate and optimize current systems and enhancement initiatives for alignment with future growth;
• In this role working closely with customers from a strategic perspective to identify and maximize opportunities and to promote the strategic use of implemented functionality;
• Creation of conceptual and detailed design documents for providing the technical solutions for the business requirements.
• Working on enhancements related to Service contracts, Service Renewals and Renewal Quotations
• Fixing the issues reported by users on Contracts, Renewal Contracts and Renewal Quotes.
• Created a new functionality called as “Refresh Installed at” to update the Install Base details located at end customer.
• Worked on Renewal Flag update and Service duration update on contracts and 3 rd party Items.
• Worked on Contract Bulk upload utility and Quote Bulk upload utility enhancements.
• Enhancing Contract Creation process using multiple auto Contract creation process.
• Enhancing Contracts change updates to EMS
• Developed a new report to display list of contract line items with serial numbers which are not swapped after completion of RMA

Confidential

SAP CRM Lead Consultant

Responsibilities:

• Worked with business to finalize the requirements, level of efforts, timeline and technical aspects involved for OTC.
• Preparation of Business requirement design documents and functional design documents
• Worked on MPCS enhancements project related to IDOO B2B store.
• Providing Self service capabilities to dealers on IDOO store to allow them to change/update/add phone numbers/order confirmation email address and Invoice recipient email address
• Developed a new utility for auto provisioning the users to access IDOO portal.
• Developed a new functionality “Forgot Password” to generate a new password by dealer on IDOO portal
• Developed a utility to hide/unhide the delivery to address on IDOO portal.
• Managing QAT test for the FSD. Preparation of test scenarios for the quality testing. Providing KT to testing team. Monitoring testing and troubleshooting the issues
• Developed a new functionality “Available credits “to allow the users to use the existing credits while placing order on IDOO.
• Created a new subscriptions for MPCS and TMO ( To replicate address changes from CRM to ECC)
• Created a new condition Object to replicate the Pricing procedure changes from ECC to CRM.
• Involved in fixing middleware issues related to Business Partner and Contact persons.
• Moving Payment Gate way from DCM/Delego to TIBCO/JPay in SAP ECC and SAP CRM systems
• Validating the Payment Authorization responses in SAP ECC and CRM Systems

Confidential

SAP CRM Lead Consultant

Responsibilities:

• Mapping business requirement in SAP CRM and ECC. Identification of Gaps and Scope.
• Workshops to Revamp and remodeling the Business Processes.
• Requirements gathering, prepare/guide for the Design specifications.
• Involved in Design and Development of various functionalities of Confidential B2B store.
• Worked on OLSS (Online Self Service) for creation Return Request and Return Order
• Involved in Configuration and customization of Return Request and Return Order processing.
• Developed a new functionality “As per original invoice” for Return Request.
• Created new Action profile and Status profiles for Return Request and Return orders
• Created new business transactions and did customization and configuration of new sales business transactions called Proposal, saved cart and recommended system.
• Working on CTO Parts (Variant Configuration) set up and maintain them in product catalog.
• Developed a new functionality called Personalization and Bundle Personalization for Confidential products and developed.
• Involved in configurations and customizations to achieve the Personalization and Bundle personalization functionalities to sales transactions.
• Involved in downloading the new sales organizations download from ECC to CRM and created workflows related to new Sales organizations, download activities for newly created plants to CRM.
• Involved in Base Customization data set up (Organizations, Business Partners and Products)
• Developed new functionality called inline-tracking number (Event Management) Functionality on B2B store.
• Developed new functionality called MTIC- Missing Trader Intra Community for EMIA region.
• Created new Pricing tables, new access sequences and new Conditions for MTIC project.
• Worked on SAP CRM system upgrade activities.

Confidential

SAP CRM Lead Consultant

Responsibilities:

• Responsible for requirements gathering, based on requirements creating URS, SRS and SDS documents for business processes.
• Design and configuration of interaction center, sales and service business processes.
• Setup end user business roles and worked with security team to create single and composite roles using organization model position based security.
• Design and creation of categorization model for classifying reasons for issue call. Categories are used in reporting and end date SLA calculation for compliance.
• Set up base customization for master data including business partners, product master, and organizational unit/structure.
• Responsible for all cut over tasks related to CRM.
• Updating the Project documents in solution manager as a repository for incident Management.
• Worked on extraction of Contracts, Business Partner and Product related reports from CRM to BI.
• Worked on B2B Internet sales (E-Commerce) scenarios product catalogs, TREX and XCM.
• Sales Order creation using Bioscience application (E-Commerce Application).
• Configuration of Sales Deals for web orders (E-Commerce Application).
• Configuration of Product Mini templates.
• Creation of Product Catalogs for Web order and for Syndication Extraction.
• Responsible for training key users.

Confidential, Atlanta

SAP CRM Lead Consultant

Responsibilities:

• Creation of New Categorization schemas according to the business requirements.
• Involving in Employee data download from HR system to CRM system and analyze the issues while doing ALE from HR system.
• Creation of New Transaction Launchers
• Settings required for Client switch
• Assigning the Agents to Confidential
• Participating in system validations
• Co-ordination with VERTEX team and Basis team for issues related to address validation issues.
• Co-ordination with Middleware team for Customer data related issues.
• Configuration of E-Mail Profile
• Business Role Configuration
• Orders creation using POE in ISA
• Issues related to Time Stamps on emails hitting in box
• Configuring new emails Addresses in SAP CRM

Confidential

SAP CRM Consultant

Responsibilities:

• Handling several types of issues related to Confidential .
• Responsible for conducting Design sessions with the Users and gathering Business Requirements.
• Designed and configured different Service Confirmations Processes in CRM. Configured the relevant Logistics scenario in CRM.
• Designed the Vendor Warranty Claim process from a Service Confirmation. Designed the requirements in Terms of IBASE, Component and IObject. Designed and Configured appropriate Warranty Check profile.
• Installed base management including downloading of ECC Equipment Master Data to CRM. Middleware expertise includes setting up Middleware Parameters, replication of master and transaction data and Error Analysis
• Know-how of ECC Customer Service Module Processes including creation of service Notifications and subsequent processes
• Configured and customized Individual Object and In-house repair including the base customization
• Actively involved in configuring and customizing the Service Orders by using the functionalities including partner processing, text management, date management, status profile, item category determinations and organizational data determination
• Build and execute unit testing (build test cases, perform tests, and make changes to configuration or processes based on results)
• Worked closely with end users on testing during UAT phase
• Work closely with business members of Operations team to facilitate effective development
• Work with users to coordinate information exchange for support of systems changes.
• Develop and administer user support documentation and provide training and coaching to end-users
• Document and control all changes made to productions systems via change control process
• Responsible for conducting Design sessions with the Users and gathering Business Requirements.
• Designed and configured different Service Confirmations Processes in CRM. Configured the relevant Logistics scenario in CRM.
• Designed the Vendor Warranty Claim process from a Service Confirmation. Designed the requirements in Terms of IBASE, Component and IObject. Designed and Configured appropriate Warranty Check profile.
• Installed base management including downloading of ECC Equipment Master Data to CRM. Middleware expertise includes setting up Middleware Parameters, replication of master and transaction data and Error Analysis
• Know-how of ECC Customer Service Module Processes including creation of service Notifications and subsequent processes
• Configured and customized Individual Object and In-house repair including the base customization
• Actively involved in configuring and customizing the Service Orders by using the functionalities including partner processing, text management, date management, status profile, item category determinations and organizational data determination
• Build and execute unit testing (build test cases, perform tests, and make changes to configuration or processes based on results)
• Worked closely with end users on testing during UAT phase
• Work closely with business members of Operations team to facilitate effective development
• Work with users to coordinate information exchange for support of systems changes.
• Develop and administer user support documentation and provide training and coaching to end-users
• Document and control all changes made to productions systems via change control process