SUMMARY

• Architecture, Design of IT solutions, system configuration in different areas of SAP CRM, ECC, BI, Mobility and Net Weaver
• Worked with various implementation partners in doing Pre - Sales support, Client presentations for Sales and bidding of projects, response to RFIs, provided inputs to build roadmaps to Organizations as a Solution advisor for on-premises and on-cloud solutions.
• Built strong relationships with all the Clients I worked with and earned their confidence as a trusted advisor by giving honest inputs and reviews of different solution options.
• High level scope analysis, providing estimates, gathering high level requirements, analysis and review of existing business process.
• Architecture and design delivery for various projects, including hands on work with blueprint, project plan, documentation, configuration and training.
• Managed onsite and offshore resources, coordinated with project stakeholders and PMO teams to ensure project success.
• Always strived to develop myself both individually and professionally. Ready and eager to research and learn new technologies and trends and gain an in depth perspective and opinion.
• Worked with diverse teams across different countries including North America, EMEA, China, Canada, Russia, South Africa, India and Japan.

PROFESSIONAL EXPERIENCE

SAP CRM Lead

Confidential, Milpitas, CA

Responsibilities:

• Design and implementation of new business process around improving the communication with Confidential ’s customers during the processing of their service orders and escalation scenarios.
• Designed new service document types to capture knowledge for case resolution so that it can be re-used later on with knowledge management.
• Extensive Web UI re-design to facilitate better usability and adoption by end users.
• Responsible for the entire configuration involved with process, drafted blueprint and functional specs.
• Lead onsite and offshore resources to complete all the development involved for the project.
• Working closely with the implementation partner to develop proposals, estimates and build strategy to gain new projects with the customer.

Sr. SAP CRM Analyst

Confidential

Responsibilities:

• Support for CRM 7.0 EHP 2 technical upgrade.
• Roll out of Service solutions which include Service Contracts, Service Order Management, Service confirmations, Customer Interaction Center, Resource Planning and Ibase.
• Go-live and post go-live support and incident management.

SAP CRM Architect & Lead

Confidential

Responsibilities:

• Roll out for ASPAC region using the CRM 7.0 platform. Rolled out Customer Interaction Center, Resale Tracking, Territory Management, Complaints, Business Roles and other Web UI changes and enhancements. (2012 - Present)
• SAP CRM Upgrade from CRM 5.0 to CRM 7.0. This includes technical and functional upgrade of the existing CRM 5.0 system to 7.0 EHP 1. Migration from SAP GUI to SAP Web UI. (2011 to 2012)
• Russia and Emerging markets roll out for Resale Tracking and territory management functionality (2011 - 2012)
• Japan CRM and ECC implementation roll out for Customer Interaction (Win Client), Master data and Territory Management, Resale tracking (Channel Management) (2010 -2011)
• Unicode upgrade project in order to prepare CRM systems to be able to be Unicode enabled to support global implementations for Japan and ASPAC. (2010)
• SAP CRM and BI implementation using CRM 5.0 to enable Territory Management, Campaign Management and Channel Management (POS, Resale Tracking solutions) solutions. The main purpose of this project was to phase out legacy AS400 system and move the supported functionality to SAP CRM. This would also help SAP BI to provide reporting capability by extracting data from CRM and ECC. (2008 -2010)
• SAP CRM Upgrade from 3.1 to 5.0. This was a technical upgrade performed to leverage new CRM functionalities like Territory management, campaign management and Resale tracking functionality. (2008)
• Helped interview and screen potential candidates to join the team.

SAP CRM Analyst

Confidential

Responsibilities:

• Barloworld is an exclusive dealer for Caterpillar products in Africa. This was new SAP CRM implementation to support various Service order related processes. I joined the team in SA to help them in different areas where they needed expertise. This project was done part remote and part onsite.
• Areas I worked on were Service Planning (Planned Maintenance), service intervals, scheduling rules, counters, other transactional related config like actions, partner determination, Org Determination, copy control, service order templates etc.
• Worked with offshore development teams in China and India to finish the enhancements and performed testing of all my enhancement objects. Performed play back to end users to demo the new enhanced functionalities.

SAP CRM Lead

Confidential

Responsibilities:

• This was a short term assignment at Confidential to work on their CSA Admin project.
• After upgrading CRM 7.0, the field users were finding the process of filing service confirmation very slow and time consuming.
• The focus of this project was to improve the speed, ease of use and automation of certain service processes so that the Field engineers could perform their daily activities with more efficiency and eliminate any redundancy in their work.
• Understood existing process for filing Service confirmation, identified the pain points, identified areas which could be automated, identified business process changes which would help reduce the time for processing returns.
• Re-designed the existing UI Layout for filing FSRs so that the layout was more user intuitive, reduced the number of pop-ups to save time, pre-populated data fields wherever possible, organized data set as per the order of importance, performed some validation upfront, change the process to get the RMA number upfront.
• Created various actions and scheduled them as jobs so that important information like customer pass downs, POA pass downs, escalation requests, etc. could be sent out automatically or could be triggered easily upon request.
• Made similar enhancements to the Service Case to speed up the creation of the Service case. Made enhancements to the copy control process so that when a service confirmation is created from a case, most of the information is pre-populated on the confirmation.
• Managed a team of two offshore resources and one onsite developer two complete the enhancements for the project.
• Involved with preparing all the documentation for the project including blueprints, functional specs, test cases and eventually unit testing of the new solution.
• The new solution was well appreciated by the Field Service group and has resulted in more efficient filling of the FSRs.