Experience / Summary:

• SAP Certified CRM Functional Consultant, over 14 years of total IT experience including 8 years in SAP CRM (Five full life cycles), three years in SAP ECC SD (Two full life cycles) and over three years in ABAP programming.
• Experience as SAP CRM lead consultant, responsible for design, build, test and deployment efforts for SAP CRM business scenarios, providing guidance to the functional consultants and development team for developing the solution.
• Experience in JAD sessions/workshops, requirements gathering, Blue prints, functional and technical design documents, mapping documents and business process flows.
• Experience with ASAP implementation methodology involving all lifecycle phases of business requirements gathering, blueprinting, testing, implementation and go live/ support using the SAP Solution manager.
• Good working knowledge in SAP CRM architecture/ upgrades, Security & Roles and WRICEF development.
• Expert in translating business goals and requirements into SAP CRM solutions by guiding clients through effective blueprint workshops, facilitating decisions on best practice solutions, guiding configuration, and subsequent testing.
• Experience in configuring the Sales Force Automation (SFA) and CRM Base configuration including setting up Business partners and role configuration, relationships, BRF, Organizational and territory mgmt., Pipeline mgmt., Account and Contact management, Product master, Transaction processing, Partner processing, Actions, Billing, Pricing and Document Management.
• Experience in configuring the Sales Module like Sales Cycle, Opportunity management, Copying control, Quotation and Order management, Contract management, integration with ECC logistics and Billing.
• Experience in configuring the Marketing Module like the Lead mgmt, Activity mgmt, Market planning, Segmentation, Loyality Mgmt, e-mail response mgmt system (ERMS), TPM and Campaign mgmt.
• Experience/knowledge in configuring the Service Module like the Installed Base mgmt, Service agreements and Contracts, Service Plans, SLA profiles, Service Order Mgmt, Complaints and Returns, Warranty mgmt.
• Experience in BI integration (Analytics), configuring the Middleware set-up, replication administration, data exchange with ECC, master data Initial/Delta data replication like Business partners, Materials, Sales Orders, contact persons and Installed base, monitoring and error handling, inbound and outbound queues and integration with DUET and Groupware (Outlook).
• Experience in configuration of Web Channel like Product catalog, Pricing, IPC (good exposure in Pricing Tables, Access Sequences, Condition Types, Pricing Procedure determination, Pricing Routines), Order processing, batch and product determination, ATP checks, product proposals, custom screen design, and web shops in B2B and B2C scenarios.
• Knowledge of EDM, BCM, Web Channel Experience Management 1.0 (WCEM) and Web Channel Builder.
• Worked with IC (WebUI) like CIC profiles, configuring components, action box, fact sheet, alert framework, call list management, Category Modeler, EEWB,AET, BOL, GenIL and interactive scripts.
• Configuration experience with SAP ECC SD module Enterprise structure, master data, order processing, Codition types, Pricing procedure determination, Output determination procedure, Text Determination Procedures, Incompleteness Procedures, Sales Document Types, Number Ranges For Sales Documents, Order Reasons, Item Categories, Reasons For Rejection, Copy Control for Billing Document to Sales Document, Billing Types and Copying Control For Billing Documents .
• Working experience with BADIs, BAPIs, ALE/EDI, IDocs, BDocs, BSP, LSMW, ABAP coding and debugging.
• Experienced with UI, GUI, SDLC, functional specifications, documentation, HP QC, test methodologies, writing, reviewing and executing test cases, software quality assurance, manual and automatic testing.
• In depth knowledge of OTC (Order to Cash), PTC (Prospect to Customer), MTS (Market to sell) and I2R (Inquiry to resolution) business process areas in CRM.
• Client facing experience, excellent communication, people management, team building, presentation, Motivation, Flow-charting, leadership, relationship, networking, strong analytical skills and manage multiple assignments.

Technical skills:
CRM: SAP CRM 7.0 EHP1/ 7.0/ 2007/ 5.0/ 4.0/ 3.1/ 3.0
ERP: SAP R/3 ECC 6.0/5.0/ 4.7/4.6C/4.0/3.1H (SD, Java, ABAP, BSP, Basis), BI
Databases: Oracle, DB2, MS Access 2010
Operating Systems: Windows 2008/ XP/ Vista/7/NT, UNIX
Project Mgmt.: Microsoft Suite (Project, Visio, MS Office, PowerPoint, Excel)
Web Related: HTML, XML, JavaScript

Education:

• M.S., Computer Applications, 1998
• B.S., Computers Science, 1995

Certification:
SAP CRM 7.0 Certified

Professional Experience:

Confidential, Johannesburg, South Africa Sep 2011 - Present
Role: Sr. SAP CRM Consultant
Responsibilities:

• Involved in writing the Functional Specifications for SMCS codes conversions and Contact persons conversions.
• Involved in writing the Functional Specifications for Automatic determination of zone vs kilometer preference from the Customer master enhancement, Credit limit enhancement, Middleware interface between ECC and CRM for Customer data replication interface and Email integration to send updated pdf documents to Artisans containing details required for the Service Job.
• Setting up the Transaction types, item categories for Field Service orders, Work Shop Orders, Service confirmations, SMCS codes, Copy Controls, Partner Functions, Partner Determination, Org Determination, Text Determination, Date Profile, Status Profile, Action Profile, Response Profile and Service Templates.
• Worked with Contract Management and email response management system (ERMS).
• Configured ALE/IDoc for the HCM integrating with Resource Planning Application (RPA) to transfer the Employee masterdata, Employee Availabilities and Employee qualifications.
• Customization and setting up of Resource Planning Application for Work shop Orders and Field Service Orders.
• Worked on WFM core settings, Qualification settings and Transaction settings.
• Supporting the team by creating the Products and employees.
• Configured the Web IC for the Field Service Order like Account/Mechine identification, Agent Inbox settings, IC transactions, Business role Profiles.
• Configured the Web IC to create contct person and Intercaction record.
• Involved in configuration of Service contracts, Service Product Creation, Item Categories, Pricing, and Field Service Order Transaction Type Definition.
• Involved in the design and authoring the Test Plans, Test Scripts and testing strategy.

Environment: SAP CRM 7.0, EHP1, RPA, Web IC, ECC 6.0, Middleware, ALE/IDoc, Oracle, BI, Windows

Confidential, Raleigh, NC Jun 2010 - Aug 2011
Role: Lead SAP CRM Functional Consultant
Responsibilities:

• Involved in GAP analysis/ workshops with different users to identify the Gaps and understanding, collecting and reviewing business requirements.
• Lead SAP CRM module integrated design effort to meet business needs across functional areas.
• Involved in documenting Business Blue Print, Functional Specifications, Technical Specifications, Process flows, Designing, Business Process Procedures, Mapping documents, providing the best solutions, developing user documentation, Test Plans and training end users.
• Configured Master data, Contract management, partner processing, OTC-Order and Quotation management (ATP, Pricing and Billing).
• Worked on configuring and setting catalog, Product master, Web shop management, XCM, Order management in different variants like B2B, B2C, occasional users, one-step business and external catalog integration.
• Worked with confifiguration of Account Planning, Account set up, Activity Mgmt, leads, Org mgmt., Business Roles, PFCG roles, ELM (External List Management), Campaign management, Business Partners, Segmentation of Business Partners and Markting attributes.
• Involved in Middleware set up, Business Partners, Target groups, Capaigns and Products initial/Delta data replication.
• Coordinated with the core SAP ERP team members like MM/WM, SD, FI and BI to integrate the CRM system.
• Involved in Design and configuration of Web IC like Sales Orders integration, email response management system (ERMS), Agent box and interactive reports.

Environment: SAP CRM 7.0 EHP1, Web Channel, Web IC, ECC 6.0, Middleware, BI, Oracle, Windows

Confidential, CA Dec 2009 - May 2010
Role: Lead SAP CRM Functional Consultant
Responsibilities:

• Interacting with customers for identifying and analyzing requirements in SAP CRM to provide appropriate solutions and Leading all integration working sessions, reviews and signoffs of technical solution.
• Involved in the configuration of Lead Mgmt, ELM, Segmentation, Campign mgmt., Activities, Account and Contact mgmt.
• Configured Master data, partner processing, Contract management, Order and Quotation management.
• Involved in creating Functional Specs, developing user documentation & training end users.
• Involved in design and customization of Web IC like Business roles set up, Interaction records, Alerts, Broadcasting messages, Navigationbar, Rule Modeler, Category Modeler and Transaction launcher.
• Created Configurable Views and Pages like Form View, Table View, Tree View, Search Pages, Overview pages and Work center pages.
• Involved in configuration of Web IC for Service Ticket (Service order transaction type, Org data determination profile, Item category determination, Partner determination Procedure, access sequences, Status and Subject Profiles, follow Up activities and Action Profiles)
• Involved Middleware setup and connecting CRM with ECC and BI.
• Configured the master data Initial/Delta data replication like Business partners, Materials and contact persons.
• Monitoring Replication status, Checking Completeness of Replication.
• Improving Performance during the Replication, Defining Filters for Objects.
• Involved in Monitoring and Error analysis of Data replication like Monitoring download Status, Checking Transactional RFC requests, Restating Replication, Canceling download of Objects, Deleting Outbound and Inbound Queues and Checking Delta Replication Events..
• Involved in Analyzing BDoc messages, ABAP dumps and monitoring Inbound/Outbound Queues.

Environment: SAP CRM 7.0, Web Channel, Web IC, ECC 6.0, Middleware, BI, HP QC, Oracle, Windows

Confidential, Wilmington, DE Jan 2009 - Nov 2009
Role: Lead SAP CRM Functional Consultant
Responsibilities:

• Involved in gathering the business requirements and reviewed the User requirements.
• Involved in developing Business Blue Print, Functional Specifications, Technical Specifications, Business Process Procedures, Mapping documents and Test plans.
• Involved in Service Order Mgmt, Service Order confirmations and Billing.
• Configured the resource planning application to be used in integration with Mobile scenarios for Service fulfillment using the HR integration for availability templates and standard US and Canadian work schedule with an option to mark unavailability’s for training, sick, Lunch and vacation.
• Hold responsibility for gathering requirement from the Business and IT, recommend Solutions, writing Functional design documents (FDD), and Technical design Documents (TDD), developing and Validating the Blueprint, identifying Gaps.
• Worked on WFM core settings, Qualification settings and Transaction settings.
• Designing the Organization structure and Configuring the scenarios around the Service Processes such as partner determination, Org determination etc.
• Defining the basic functions like action configuration, Status Management, Text determinations, transaction customization, item determinations & Response profiles.
• Configured the parameters for middleware to enable HR Data download including the Master data download with account group mapping.
• Configured the Billing engine to be used for Services and to be billed in ECC for service contracts and Service processes, custom routines for Zone pricing, Approval procedures for additional discounts, Parking fee etc
• Enabled the maintenance of Resource Qualifications and availability in the CRM environment by customizing the T77S0 table parameters.

Environment: SAP CRM 7.0, Service, RPA, Web IC UI, ECC 6.0, HP QC, Oracle, Windows, UNIX.

Confidential, Detroit, MI Oct 2007 - Dec 2008
Role: Lead SAP CRM Functional Consultant
Responsibilities:

• Developed a business blueprint, functional specifications, technical specifications, business process procedures, and mapped documents.
• Involved in configuring Lead Mgmt., Opportunity Mgmt., Territory Mgmt., Product Catalog Mgmt., Account and Contact Mgmt.
• Involved in customizing Web IC automation (Define Account Identification Profiles, Business Transaction Profiles and Assign Partner Functions to Business Transactions.
• Involved in customizing Toolbar Profiles, Alerts and Alerts Profiles, Events, Navigation Bar Profiles, Web IC Runtime Framework Profiles (Technical Configuration) and Transaction Launcher Profiles.
• Worked on E-Mail Profiles, Inbox Profile (Item Categories for searches, Map Business Transactions to Responsible Employees and Groups, Inbox Profile)
• Configured Web IC for the Service Ticket.
• Involved in Enhancing and Customizing the Navigation Bar, Header area and Work area.
• Involved in creating a new field with EEWB and adding the field to the View with the UI Configuration tool.
• Involved in creating a Design Object, assign Design Object to the Context node using Design Layer.
• Involved in UAT preparation, and wrote and reviewed test scripts, test plans, and test cases.

Environment: SAP CRM 2007, Base Customization, ECC 6.0, Web IC, BI, Oracle, Windows, UNIX

Confidential, Chicago, IL Jan 2006 - Sep 2007
Role: Sr. SAP CRM Functional Consultant
Responsibilities:

• Customized business partner roles, relationship categories, and screen configuration according to client requirements.
• Gathered and analyzed business requirements from CRM business stakeholders, documented functional requirements, developed and recommended solutions and identified any potential process changes affected.
• Defined groupings, assigned number ranges, and defined and assigned territory hierarchy levels to the positions.
• Created organization and position models.
• Managed territory and status management and organization data determination processes.
• Created opportunities, quotations, Billing and order types used in the daily business process.
• Created an Web IC profile and transaction profile under Web IC and user Web IC profile assignment.
• Worked on Middleware setup and involved in Initial/delta downloads.
• Monitored the Inbound/outbound queues and integration with outlook.
• Performed customization for Territory Mgmt, marketing, planning, and campaign management.
• Worked on external list management scenarios.
• Create test plans and lead QA/test activities for all configuration activities.

Environment: SAP CRM 5.0, Master Data, IC, Mercury, ECC 6.0, Oracle, Windows, UNIX.

Confidential, Libertyville, IL Aug 2004 - Dec 2005
Role: SAP CRM Functional Consultant
Responsibilities:

• Customized business partner roles, relationship categories, and screen configuration according to client requirements.
• Performed functional design and technical design for the new project.
• Defined groupings and assigned number ranges.
• Defined and assigned territory hierarchy levels to the positions.
• Worked in organization model creation and various position creations.
• Worked on the BP creation, the maintenance of the employee creation, and assignments to the position.
• Created transaction types that included opportunities, quotations, and order types used in their daily business processes.
• Provided agent inbox configuration.
• Designed and configured organizational structure in CRM from the root and mapped it with R/3.
• Customized marketing, planning, and campaign management.
• Worked on external list management scenarios.

Environment: SAP CRM 4.0, ECC 5.0, Oracle, Windows, UNIX.

Confidential, Corona, CA Mar 2003 - Jul 2004
Role: Sr. SAP SD Consultant
Responsibilities:

• Configured SD master data, account groups, partner functions, and customer material information records.
• Created master data that included customer master records and pricing condition records.
• Wrote user and function requirement specifications.
• Wrote OQ test scripts for HR, SD, MM, and WMS modules, Basis, and security.
• Created test plans and lead QA/test activities for all configuration activities.
• Performed HR, SD, and MM end-to-end testing, and order-to-cash, procure-to-pay, and PQ testing.
• Wrote test scripts for custom objects that included enhancements, reports, forms, and interfaces.
• Validated software in accordance with 21 CFR Part 11 and validated electronic records and electronic signatures.
• Participated in the execution, post review, and deviation resolution phases.
• Handled audit trails, traceability matrix, and product completion sign-off.

Environment: ECC 5.0, SD, MM/WM, HR, Oracle, Windows, UNIX.

Confidential, Lake Forest, IL Jan 2002 - Feb 2003
Role: SAP SD Consultant
Responsibilities:

• Designed and configured SD master data, account groups, partner functions, customer/ material info records.
• Involved in configuration of Enterprise structure, Codition types, Pricing procedure determination, Output determination procedure, Text Determination Procedures and Incompleteness Procedures.
• Involved in configuration of Sales Document Types, Number Ranges For Sales Documents, Order Reasons, Item Categories and Reasons For Rejection.
• Involved in configuration of Copy Control for Billing Document to Sales Document, Billing Types and Copying Control For Billing Documents.
• Developed a companion report run to create an executive-level summary for the number of batches in quality inspection and a trend report showing a rolling picture of beginning balance, batches received, batches released, and an ending balance that runs nightly that is not available as a screen.
• Developed an LSMW project to migrate open accounts receivable and material master from the legacy system to SAP using a direct input program.

Environment: SAP 4.6C, SD Module, Oracle, Windows, UNIX.

Confidential, India Nov 1998 - Dec 2001
Role: ABAP/4 Programmer Analyst
Responsibilities:

• Provided performance optimization for ABAP/4 reports and user exits.
• Developed a subproject for SD and MM/WM enhancements and interfaces.
• Interfaced programming for the development of delimited text files supply chain and asset management.
• Developed layouts with SAP scripts and Smart Forms in MM, SD, and PP.
• Modified and customized SAP standard PO layout according to client requirements for MM.
• Provided a production order confirmation slip and quality report for PP.
• Designed a sales invoice for domestic, export sales, and a packing list for SD.
• Provided 24x7support for production environments.

Environment: SAP 3.1H, Oracle, Windows, and UNIX.