SUMMARY:

• Highly accomplished SAP Senior/Lead Functional Consultant/Architect with expertise in design, implementation and integration of SAP Service Management and Plant Maintenance solutions as an integrated business too.
• Excellent team player, capable of working with a globally diverse customer base, as a member and/or leader of multi - cultural, multi-skilled teams of all sizes. Also a self motivated individual, equally creative & productive in an individual capacity with excellent written/oral communication and interpersonal skills.
• Over 14 years SAP experience in implementation of SAP R/3 SM/PM/CS/SD/MAM and excellent knowledge of integration with other modules like MI, LE, FI/CO, PS, MM, WM, and HR modules.
• Played key roles on multiple full cycle implementations with experience in lifecycle methodology and tools and involved in several global projects to deliver optimal SAP solutions in Service Management and Mobile Asset Management.
• Excellent skills in Business Analysis, Business Process Re-engineering, Gap Analysis, Prototyping, Configuration/Testing, Cutover Data Load and Post-implementation support and documentation.
• Extensive experience in R/3 Customer Service solution including Service Contracts, Revenue Recognition, RMA Repairs & Returns Processing, Warranty Processing, Field Service, Resource-Related Billing, MRO, Installed Base Management, Spare Parts Processing, Preventive Maintenance, Consignment Inventory Management, Fully Automated Service Processing etc.
• Experienced in designing interfaces with non-SAP systems like Clear Commerce, PeopleSoft, GSX, EDW, Invoice Works, OneAero, OMS, FIT, SIEBEL, F/X, BOSS, Vertex and XML/JAVA based legacy/external systems.
• Skilled in writing SAP business process, data and value flow diagrams, configuration documentation, business process procedures, Mercury test scenarios and simulations, functional specifications, technical specifications, etc.
• SAP technical knowledge in ABAP/4, interfaces, workflow, customer enhancements, etc.

EXPERIENCE:

Confidential, Philadelphia, PA

SAP SM/CS/PM Delivery Lead

Responsibilities:

• Currently responsible for overall delivery of all the Enhancements, Acquisitions, Upgrades, Maintenance and Support in the Service Management and Planned Maintenance areas
• Playing a very vital/MVP role in the team involving customer relationship management across various levels of stakeholders. Current work involves working collaboratively with aggressive partners in a challenging environment and an extensively customized SAP landscape/solution and yet meet and exceed customer expectations with on-time deliveries under given constraints.
• Current work extensively involves Service Contracts/Agreements, Service/Quality/Maintenance Notifications and Orders, Maintenance Plans/Items, Functional Locations/Equipment, Mobile Platform integration (Extensive Field Service), Labor and Parts (Planning, Tracking, and Consumptions), Pricing (Contract Pricing Agreements/Caps), Billing (Contractual/Fixed/RRB), Front-end integration with multiple systems such as SIEBEL, HYBRIS, etc…
• Heavily involves managing, planning, and driving my teams’ capacity, performance, and overall growth & improvement besides working with other non co-located team members in multiple time zones

Confidential, Cupertino, CA

Senior SAP SM/CS System & Process Expert

Responsibilities:

• Played a key role in the Americas functional team for major global implementation and enhancement projects for the Confidential Consumer Electronics Industry that involved blueprinting, design, configuration, development, and project warranty support across multiple service business/product lines in various countries including North America, Mexico, Brazil, EMEA, China, Korea, Japan, and Australia. Included several Product lines.
• Involved extensive work in the SAP SM/CS module (SAP ERP 6.0 system) including extensive interfacing (master data as well as transactional data) with front-end systems GCRM & GSX, backend reporting systems Confidential (Global Business Intelligence), Retail/POS Systems, Clear Commerce Fraud Engines, and Online Store (OS).
• Was heavily involved with Front-end and Mobile Platform/Device integration with ECC Core, Service Notifications Task, Activities, Items, and Exits, Service Contracts and Sales Exits, DIP profile configuration, Technical objects including Equipment and Equipment hierarchies using Service/Equipment BOM, Warranty/Upgrade and Installation Contracts, Field Service For Confidential Mobile/Travel Technicians, Service/Work Order Costing and Settlement
• Worked for multiple years playing a key role as SM Team Lead for multiple projects - New Product Initiation, ECC 6.0 upgrade, Repair or Replace (Phase 1, 2), Mexico Functional Currency Change, Loss Prevention and Fraud Protection (Phase 1, 2, 3), Brazil Implementation (Phase 1, 2), Data Scrubbing, FY13 Lane 1 Projects (Consignment Inventory Execution), Brazil NFe Version Upgrade, Brazil Tax and RMA Compliance, Component Consignment & Loaners etc.…
• Led business requirements gathering workshops, gap analysis, design playbacks (business and global), system demos, unit/smoke testing, integration testing, technical evaluations, performance testing, volume testing, user acceptance testing, project warranty support and KT.
• Client was an extensively customized system and required heavy understanding of technical objects and scenarios and constraints and design challenges involved working around existing program/design constraints and yet aligning design with pre-set global standards, Client standards and SAP best practices.
• Service Contracts and Service/Repair Execution were both very highly automated and volume based solutions and most projects were enhanced/implemented with utmost care and due diligence so as to avoid any high visibility failures/breakdowns in a completely automated “production line” type IT solution in the SM space.

Confidential

SAP SM/CS Design Lead/Solution Architect

Responsibilities:

• Lead the SM scoping/blueprinting efforts to implement an SAP Mobile platform and Work Order Management software interface for a global enterprise strategic wireless real-time tool for the SID Field Service Engineers with the ability to maximize productivity and accuracy of FS Engineering, back-office support, while reducing cost and errors, and providing excellent customer service.
• The two-way SAP to hand-held device interface was designed to provide a real-time mode and an off-line mode (with the ability to automatically synchronize data with SAP when communications is re-established) providing the back office tech leads and field service engineers an effective way of communicating changing customer priorities, technician schedules and assignments for an on-time every time customer service.

Confidential, Portland, OR

Lead SAP PM/SM/CS Functional/Mobile Services Consultant

Responsibilities:

• Played a key role in the Customer Service global roll-out functional team for a major multi-cultural implementation projec.
• Involved extensive work with the SAP MAM/MTS (Mobile Asset Management) modules also apart from the SAP ERP 6.0 backend system, and also including the SAP MRS (Multi-resource scheduling) planning board for parts and labor resource planning.
• SAP process/key objects involved Master data for PM Technical Objects (installed service base), Service Contracts and agreements, Warranty, Service Notifications, Service Orders, Spare parts Advance Shipment orders, end-to-end logistics execution/delivery processing for high dollar value serialized as well as batch managed parts, Maintenance Plans, Parts confirmation using Mobile Infrastructure as well as SAP backend, and Labor confirmation using Mobile Time Sheet, and finally backend confirmation cockpit involving business re-conciliation.
• Most time was spent with the business super users and regional managers and also involved extensive collaboration with various business teams like the Service Excellence, competency center, compliance, BI, and teams.

Confidential, Atlanta, GA

SAP PM/SM/CS/SD/FI Design Lead/Solution Architect

Responsibilities:

• Worked as the functional lead in the Customer Service and Sales & Distribution areas in this scoping/blueprinting project for the client, which also involved designing and developing proposals for a new SAP IS solution for the airline industry.
• Work mainly involved identifying the additional customization and technical development required to the standard SAP Aerospace & Defense solution for MRO (Maintenance, Repair and Overhaul) processing for both Delta owned inventory as well as equipment belonging to external customers. The idea was to design a common returns and repairs processing solution/process for ‘Hangar/Airframe’, ‘Line/Base’, ‘Engine/Complex Assembly’ and ‘Component’ Repair Shops.
• Responsibilities included conducting and driving workshops with the client to demo the SAP best practices, gather requirements, perform fit-gap analysis and prepare and present solution(s) in the CS, SD, CRM, PS, CO and FI-AA modules. End deliverable involved preparing a detailed systems’ specification spec within the tight schedule.
• Heavily involved in designing, developing, documenting, configuration, demo’ing and presenting integrated process flow diagrams and process procedures in the following areas/objects: service notifications, service orders, PS networks and WBS, service contracts, revenue recognition, quotations, RMA orders, billing (fixed price and resource-related), pricing, variant configuration, customer portal, pre-sales activities, sales taxes, WIP status, labor collection using CATS, labor, material and overhead costing/accounting and asset valuation of high value rotables, profitability analysis, A/R and A/P.

Confidential, Minneapolis, MN

Senior SAP PM/SM/CS Functional/Process Lead Consultant

Responsibilities:

• Played a pivotal role in the Service Management functional team, which involved key contributions in all aspects of the project implementation of a large-scale global multi-company code, multi-currency Aftermarket Services Pilot solution in SAP, which was to be subsequently rolled out to over 28 countries.
• Work involved business blueprinting, gap analysis, identifying and designing requirements and presenting articulate solution options and business process flowcharts, hands-on configuration of the SM/CS module, wall-to-wall integration testing of business scenarios also involving interfaces with SIEBEL CRM and F/X front office systems, and providing post go-live sustaining support and adequate to off-shore support teams.
• Displayed comprehensive consulting skills with constant interaction with all levels of project management; presenting global process integration assessment workshops to SME’s; developing project cut-over plan and strategy, writing configuration documentation (detail-oriented) as well as assisting and super users’ base to write BPPs and QRGs and test plan scripts.
• Designed from end-to-end, business scenarios covering preventive maintenance work, service contracts (periodic as well as milestone), mid-anniversary contract value/scope adds/deducts, time-related and service-related revenue recognition, reactive business, RMA, quoted spot work, Resource-related Billing and milestone billings, parts management (requisition to check; third party return’s processing), labor confirmation process, external services procurement, service materials, customer warranties, small service projects, overhead and burden costing, Confidential catalog interface, and customer returns and repairs.
• Involved ability to plan, co-ordinate and perform other integration activities across various project teams and interacting/collaborating with clients on a daily basis in order to provide accurate and on time deliverables. Also actively involved in problem resolution of high visibility defects/issues.
• Extensively used tools such as Solution Manager, Visio, Word, PowerPoint, Excel, Mercury Test Director, SAP download manager, MS Project, Net meeting, Business Explorer, SAP Business Intelligence suite, BEX Portals, RWD InfoPak, and Remedy during various stages of the project.

Confidential, Cedar Rapids, IA

SAP SM/CS/SD Techno-Functional Consultant/Expert

Responsibilities:

• Played key role on implementation of global Customer Services solution in SAP and rollout of solution to several countries. Apart from design and configuration of the SM/CS module, worked on accomplishing the following solutions involving SAP and non-SAP systems.
• Designed a set of Service Management interfaces for eRepair (Third party system) and eStore (Customer portals) to integrate the field service/repair initiation and status components of Rockwell Collin’s SAP R/3 4.6C Customer Service system and web-based external systems. Involved configuration, designing extensive integrity test scripts and support plan documentation.
• Designed interface to obtain transactional data such as expiring warranties and service contracts for direct customers, dealers and also leasing partners and updating their CRM system.
• Configured Service Management Shop Papers allowing printing of airworthiness from service order instead of the delivery document.
• Successfully migrated legacy system data elements to SAP with E2E SM process mapping.
• Supported expansion of SAP operations for Confidential European operations go-live and acquisition of Teldix, a leading military equipment-manufacturing firm based in Germany.