SUMMARY:

Confidential is a hands - on SAP Certified Consultant with rich Business experience in Sales and Marketing areas. Leveraging his strong Business background coupled with his expertise in SAP CRM, and SD modules, Confidential delivers creative business solutions and guides his clients on Best Business practices. He is a very versatile consultant with an ability to work at different levels as Project Manager, Team Lead, Solutions Architect, Subject Matter Expert and Senior Functional Consultant. Confidential is an Engineering graduate with 19 years of SAP experience plus 16 years of prior Business experience.

SAP EXPERIENCE SUMMARY:

SAP Expertise: SAP CRM Sales, CRM Service, CRM Marketing, CRM E-commerce, Customer Interaction Center (CIC), CRM Analytics, Sales and Distribution (SD) module

SAP other Module Experience: Enterprise Portal (EP), Business Intelligence (BI) and Business Object.

SAP Functional Skills: Project Management, Scoping, Business requirement gathering Solution design, Business Blueprinting, Design workshops, Configurations, Testing, Training, Global rollouts, Mentoring for Best business practices, Spot Consulting, Remote Consulting and Managing Offshore development and support.

SAP Technical Skills: Techno Functional specs for CRM & SAP ECC Enhancements Integration of SAP CRM, ECC, BI, BOBJ, SEM, EP & other software. Co-ordination for Off-Shore Technical development

SAP SKILLS SUMMARY:

CRM: CRM Sales, Marketing, Service, Web Channel Management, Customer Interaction Centre, (CIC), CRM Middleware, CRM Web UI enhancement, CRM Analytics, Interactive Reporting. Sales & Service Order management, Contract Management, Incident & Problem Management, Case management. Knowledge base management, Warranty & Complaint Management, Campaign management, Leads & Opportunity management, Territory Management, Loyalty Management, Market Segmentation, External List Management, ERMS, Billing, Business Partner, Products, Product Catalog, Pricing, Installed Base, ATP, Web Shops.

SD Module: Order to Cash processes, Sales Order Management, Sales Contracts, Pricing, Taxes, ATP, Logistic execution, Billing, Credit Card payment, Credit Management, SAP R/3 edition Internet Sales.

Integration: Integration of CRM, BI, BOBJ, SEM, EP, ECC, FICA, APO and Third party software

PROFESSIONAL EXPERIENCE:

Confidential

Systems: CRM 7.0, ECC 6.0

SAP CRM Subject Matter Expert

Responsibilities:

• Implemented client interaction tracking and case management solution for Ontario Provincial Government.
• Solution designed covering SAP Account management, Interaction Management, Activity Management and Case Management.
• Responsibilities include Solution design, Configurations, Functional specifications for ABAP development.
• Data migration, Training and Go-Live Support

Confidential, Philadelphia

Systems: CRM 7.0, ECC 6.0

SAP CRM Senior Functional consultant and Project Manager

Responsibilities:

• Implemented a unique Patient treatment tracking solution for a mid-sized health care company using SAP CRM and ECC.
• Solution designed covering SAP Account management, Lead Management, Opportunity Management, Service contracts and integration with ECC logistics and billing.
• Responsibilities include Solution design, Configurations, Functional specifications for ABAP development.
• Managed Offshore development and Post Go-live support team.

Confidential

Systems: CRM 7.0, ECC 6.0, BW 7.5

SAP CRM Solutions Architect and Senior Functional consultant

Responsibilities:

• Designed and implemented SAP CRM Marketing solution using Campaign Management, Marketing Segmentation, and Data sources using CRM Marketing attributes, CRM and ECC Infosets and Business Warehouse (BW) queries.
• Solution design, Configurations, Functional specifications for ABAP development, Testing, Training and overall Project Management.
• Web UI configurations and enhancements, User Authorization, Business Roles, Navigation Profiles, Work Centers.

Confidential

Systems: SAP CRM 7.0, ECC 6.0

SAP CRM Solutions Architect and Project Manager

Responsibilities:

• Implementing full life cycle SAP CRM project covering Customer Interaction Center, Account Management, External List management, ERMS, Activity, Leads & Opportunity Management, Customer interaction tracking, Fact sheet, Sales Order Management, Call list management, Territory Management, Marketing segmentation, Campaign Management, Service Contracts, Service Orders, Service Requests, Warranty Management, Billing, Complaints and Returns Management.
• Responsible for Project Management, Business requirements gathering, Scoping, Solution design, CRM and SD module Configurations, Middleware configuration for integration with ECC, Functional Specifications for enhancements and Testing
• Enhancement of Web UI, addition of custom fields using AET, User Authorization, Business Roles, Navigation Profiles, Work Centers for Web UI, setting up Transaction Launcher.
• Activated SAP CRM Fiori based Apps to enable Sales and Marketing users to access Transactions and Reports on hand held devices.

Confidential, Chicago

Systems: SAP CRM 7.0, ECC 6.0

SAP CRM Project Manager and Functional Consultant

Responsibilities:

• Implemented full life cycle SAP CRM project covering Account & Contacts Management, Activity, Leads & Opportunity Management, Campaign Management.
• Responsible for Project Management, Business requirements gathering, Scoping, Solution design, Configurations, Functional Specifications, and Testing
• Scoped and configured end to end business processes - Customer Master, Activities, Leads & Opportunities Management and integrated with SAP ECC.

Confidential

Systems: CRM 7.0, ECC 6.0

SAP CRM Subject Matter Expert

Responsibilities:

• Spot consulting assignment to enhance functionalities for Account & Contact Management, Customer Interactions, and CRM Interactive Reporting, ERMS, Customer Interaction Center Web UI screen configurations.
• Solution design, Configurations, Functional specifications for ABAP development, Testing, Training and overall Project Management.

Confidential

Systems: CRM 7.0, ECC 6.0

SAP CRM Team Lead

Responsibilities:

• Full life cycle implementation for Account & Contact Management, Opportunity Management, Activity Management, Billing, Dispute management, Contract Management, ERMS, Case Management, Incident and Problem Management. Integration with ECC FICA.
• Lead Workshops for Business Requirements, Solution design and Business Blueprinting.
• Configurations for Customer Interaction Center, Opportunity, Activity, Customer Account Management, Fact Sheet, Business Partners, Organization Structure, Pricing, Partner Processing, Action Management
• Configuring Middleware for integration of ECC FICA with CRM. Replication of Customizing objects, Business Partners, Business Agreements, Contract Accounts, Contracts and Dispute Cases
• IC Web UI configurations and enhancements, User Authorization, Business Roles, Navigation Profiles, Work Centers, and Transaction Launcher, Interactive Reporting.
• Lead Master Data Cleansing and Archiving sub project to improve data integrity.

Confidential

Systems: CRM 7.0, ECC 6.0

SAP CRM Project Manager and Functional Consultant

Responsibilities:

• Defining SAP CRM implementation scope and global rollout strategy and Training to stakeholders and core team on SAP CRM functionalities
• Full life cycle implementation for Account & Contact Management, Lead Management, Opportunity Management, Order Management, Contract Management, Territory Management, ELM and Campaign Management, Complaint and Returns Management.
• Configurations for Leads, Opportunity, Activity, Complaint and Returns, Customer Account Management, Order management, Pricing, Fact Sheet, Campaign Management, Business Partners, Products, Pricing, Organization Structure, Partner Processing, User Status Management, Action Management. Integration with ECC SD module.
• Interactive Reporting and Pipeline Performance Management
• IC Web UI enhancements, User Authorization, Business Roles, Navigation Profiles, Work Centers, and Transaction Launcher.

Confidential, Atlanta

Systems: CRM 7.0, ECC 6.0, Business Objects (BOBJ) 4.0

SAP CRM Project Manager and Subject Matter Expert

Responsibilities:

• Full life cycle implementation for CRM Service Request Management covering; Incidents, Problems, Case Management and Knowledge Base Management.
• Gathering Business Requirements, Conducting design workshops and Solution design.
• Configurations for CRM covering Tasks, Incidents, Problems, Knowledge Articles, Case management, Record Model, Business Partners, Organization Structure, Multilevel Categorization, SLA, Partner determination, User Status Management, Activity & Action Management, Date Management. Agent Inbox, Inbox Search, Broadcast messaging.
• Enhancement of Web UI, addition of custom fields using AET, User Authorization, Business Roles, Navigation Profiles, Work Centers for Web UI, setting up Transaction Launcher.
• Integration of SAP CRM with SAP Business Objects for display of BOBJ based Web reports on CRM Web UI. Integration of CRM with FileNet application for archival of documents.
• Functional specs for ABAP Function modules/BAdI and Web UI enhancements
• SAP Solution Manager and Change Request Management (ChaRM)

Confidential, Fairlawn

Systems: CRM 7.0, ECC 6.0

SAP CRM Project Manager and Subject Matter Expert

Responsibilities:

• Full life cycle implementation for Lead Management, Opportunity Management, Campaign Management, Activity Management, Order Management, Billing, and B2B E-commerce
• Gathering Business Requirements, Conducting design workshops and Solution design.
• Configurations for CRM and SD modules covering Transaction management, Business Partners, Products, Organization Structure, Partner processing, Pricing, User Status Management, Catalog Management.
• Middleware setup for integration with ECC. Replication of Customizing and Master data.
• Enhancement of Web UI, addition of custom fields using AET, User Authorization, Business Roles and Navigation Profiles for Web UI, setting up Transaction Launcher.
• Functional specs for CRM BAdIs, Custom reports and Web UI enhancements

Confidential

Systems: SAP CRM 7.0, ECC 6.0. IS-U Vertical

SAP CRM Subject Matter Expert

Responsibilities:

• Designing a Custom E-commerce customer self-service solution based on SAP CRM 7.0 and ECC 6.0 IS- U, industry vertical for Utility Industry
• Solution designed to provide self service capabilities for Utilities business processes covering Customer Account/Profile update, Move in/Move out, Update meter reading, Update payment plan, Billing plan, Payments, Consumption, Demand management, Consumption based billing, Invoicing and Account display, Dunning, Regulated and deregulated markets
• Designing Interfaces for integration with Informatica Middleware, Share Point Content Management tool.
• Gathering Business Requirements, Conducting design workshops and Documentation of Functional Specifications (RICEF)

Confidential, Golden Valley

Systems: SAP CRM 7.0, ECC 6.0 and Enterprise Portal 7.2

Project Manager and Senior Functional Consultant

Responsibilities:

• Managed Full life cycle implementation for SAP CRM B2B Internet Sales Application
• Global roll-outs for multiple countries (USA, Canada & Europe), Currencies and Languages.
• Business Blueprinting, Design workshops and Solution design
• Functional specs, Configurations and Testing for enhancements to CRM Enterprise and Internet Sales application using Functional modules, BAdIs, Easy Enhancement workbench (EEW), Middleware enhancements and JSP/JAVA developments.
• Configured CRM Web shops, XCM, Campaign Management, Campaign based Pricing, Market Segmentation, Cross Sell, Up Sell, Top N Products, Product Catalog, and ATP, Service Contracts, Service Orders and Complaint management.
• Worked on SAP Solution Manager and Change Request Management (ChaRM)
• Managed Offshore development and Post Go-live support team based out of India.

Confidential, Seattle

Systems: SAP CRM 7.0, ECC 6.0 and BW 7.2

Project Manager and Solutions Architect

Responsibilities:

• Planning and Impact analysis of Upgrade to CRM 7.0 from CRM 5.0.
• Overall solution design and gap analysis for CRM Enterprise Sales, B2C and B2B Internet Sales application (ISA), Marketing, and CRM Analytics using CRM 7.0.
• Implementation for multiple countries (USA, Canada & China), Currencies and Languages.
• Business Requirement gathering, Solution design, Functional specs, Configurations and Testing for enhancements to CRM Enterprise and Internet Sales application using Functional modules, BAdIs, Easy Enhancement workbench (EEW), Middleware enhancements and JSP/JAVA developments.
• Complex enhancements to IPC Pricing, IPC User exits, ISA Content management, Web UI enhancement.
• User Authorization, Business Roles and Navigation Profiles for new Web based Client.

Confidential, Durham

Systems: SAP CRM 5.0, ECC 5.0 and Enterprise Portal 7.0

Project Manager and CRM Subject Matter Expert

Responsibilities:

• Full life cycle implementation for SAP CRM Sales, Service, B2B Internet Sales application (ISA), B2B Internet Customer Self Service (ICSS)
• Integration of ISA & ICSS through Enterprise Portal using Single Sign-on.
• Configuration of Service Contracts, Service Order Management, Service Confirmation, Warranty Management, Complaints, ISA, ICSS, Enterprise Portal, FAQ.
• Functional specifications for ABAP, JAVA/JSP enhancements to CRM, ISA, ICSS and Enterprise Portal.
• Established & managed Offshore development centre in India for ABAP/JAVA developments.

Confidential, Seattle

Systems: SAP CRM 5.0, ECC 5.0 and BW 7.0

CRM Project Manager and Solutions Architect

Responsibilities:

• Full life cycle implementation for CRM Enterprise Sales, B2C and B2B Internet Sales application, Marketing, and CRM Analytics.
• Roll-outs for multiple countries (USA, Canada & China), Currencies and Languages.
• Configured CRM Middleware, Campaign Management, Campaign based Pricing, Market Segmentation, Territory Management, Cross Sell, Up Sell, Top N Products, Product Catalog staging and enhancements, Personalized Emails, Customer Product reviews and ratings using Surveys, ATP, Billing, Credit Card payments.
• Solution design, Functional specs, Configurations and Testing for enhancements to CRM Enterprise and Internet Sales application using Functional modules, BAdIs, Easy Enhancement workbench (EEW), Middleware enhancements and JSP/JAVA developments.

Confidential

Systems: SAP CRM 5.0 and R/3 4.6

CRM Team Lead

Responsibilities:

• Planning and Impact analysis of Upgrade to CRM 5.0 from CRM 3.0.
• IMG configurations for upgrade to CRM 5.0 for Sales, B2B Internet Sales applications (ISA).
• Functional specifications for modifications to custom enhancements covering BAdIs, Function modules, Reports, IPC user Exists, ISA front end JSP/JAVA developments.

Confidential

Systems: SAP CRM 4.0, R/3 4.6 and BW 3.5

Project Manager and Senior Functional Consultant

Responsibilities:

• Managed Full Life cycle CRM Project with a parallel R/3 implementation using ASAP methodology.
• Overall solution design for B2B Internet Sales application, CRM Marketing and CRM Enterprise Sales for Contracts, Quotation and Sales Order processing including EDI interface.
• Finalization of Scoping, Business Blueprint, Validation of Configurations and Technical specs.
• Definition of Global Standards & Templates including Global roll-out in USA, Canada and Europe.
• CRM Design involving Campaign Management, Territory Management, Partner Product Range, Market Segmentation, Branding, Cross Selling, Top N Products, Alternate Products.
• Set up Middleware between CRM and R/3 and ensured smooth replication.
• Enhancements to CRM & B2B application using Functional modules, BAdIs, Easy Enhancement workbench (EEW), Middleware enhancements and JSP/JAVA developments.
• Established and managed Offshore development and Post Go Live Support Center in India.