SUMMARY

• 10+ years of overall experience in the field of Market to Order, Order to Cash Management & Customer Technical Services.
• Domain Expertise on Order and Returns Management, Retail Trade Promotion Management, Loyalty Management, Hi - tech and OEM distribution Channel Management, Customer Service Center Processes.
• System design/Configuration and Integration experience of various cutting edge mobile technology - SAP Cloud for Customer, SAP FIORI with the database or back end system like SAP CRM, SAP ECC. Integration between SAP and Non SAP systems.
• Quality Experience in designing and configuring the back end ERP systems, SAP CRM and ECC.
• Good Understanding and Execution of the Implementation & System Stabilization Methodologies.
• Competent in client relation management, team leading, presentation, documentation, User Training and support and knowledge transfer skills.

PROFESSIONAL EXPERIENCE

Confidential

SAP CRM + C4C consultant

Responsibilities:

• Conduct and Lead requirement Gathering Workshop with Business.
• Requirement Analysis.
• Provide Solution approach using various technologies and recommendations to facilitate the business decision making.
• Create the Business Process Design Document and present it to the customer, considering SAP CRM + SAP C4C hybrid solution.
• Until The technology finalization, I was only person from CRM side to interact with the customer.
• Next responsibility is to do the solution realization and deliver the solution.
• Currently, the team is ramping up for Solution realization and will start in the month of January 2015.

Confidential

SAP CRM Architect

Responsibilities:

• Scope of the project is to implement SAP CRM Loyalty Management, Customer returns, Trade Promotion Management and customer data management. For sales force Fiori mobile solution is implemented. And for End customer Hybris E commerce Portal to place the order and loyalty functionalities.
• I acted as a CRM track owner to Execute and deliver the End to End CRM Requirement.
• Complete Hands On.
• Involved from the Business blueprinting and design phase with the BPDD as an exit criteria for this phase. Creating BPDD referring to BRD and Taking the business signoff for the BPDD phase was primary responsibility during this phase.
• During the blueprinting phase for FIORI created the mock up screens for the FIORI UI as per the business required scenario referring to standard prototyping Kit provided by SAP.
• Solution realization (System Configuration, Righting FSD, Getting RICEFW objects developed as per the requirement) with the CRM core functionalities Loyalty, Returns and Promotion and Campaign management.
• Unit testing.
• Performing CRP to build the customer confidence in the new CRM system and the solution designed.
• Creating the Mockup screens for new CRM system for data migration and the data upload templates for data migration from Account Book legacy system to SAP CRM to make it enabled for FIORI.
• Prepared the BPDD and the Functional specification for the FIORI development.
• Prepared the complete cutover task list & Go-live Support.

Confidential

SAP CRM Architect

Responsibilities:

• Scope of the project is to implement SAP CRM Contract Management, Channel Partner Master Data management, Market development fund management and data migration from old Seibel CRM system to SAP CRM system.
• Team Lead for Market Development Funds management and solution deployment.
• Was involved from the phase of RFP from Wipro, in bidding and submitting the solution with effective effort estimate for the project.
• Based on the BRD, held the workshop too have a detail clarity on the requirement and created the BPD document.
• BPD sign-off from Customer.
• Solution realization (System Configuration, Righting FSD, Getting RICEFW objects developed as per the requirement)
• Unit testing.
• Performing CRP to build the customer confidence in the new CRM system and the solution designed.
• Forming the Testing plan as per the test scenarios identified.
• Creating the Mockup screens for new CRM system for data migration
• Creating the Source to target data mapping sheets.
• Righting data conversion and data migration related FSD.
• Helping technical consultant in doing the test migration run.
• Training material preparation and conducting train the trainer sessions.
• Cutover & Go-live

Confidential

SAP CRM consultant

Responsibilities:

• The scope of the project was to implement the below changes to the system
• Re-organization for CRM Org Structure.
• Related changes to the functionalities
• And the implementation of the changes related to Csutomer and prospect master data, Territory management, Sales support Cockpit, Visit planning and execution, Customer factsheet.
• Where I was owning the complete responsibility for implementing, CRM Org structure and related changes to functionalities, Territory Management, Sales Support Cockpit.
• In this project I worked with the customer implementation team and participated as a SAP CRM consultant for implementation.
• This was onsite role, and after realization and UAT, I moved back to offshore.
• Expected go-live date is 28 Feb 2013.

Confidential

Module Lead

Responsibilities:

• Was leaded the complete initiative form Wipro Side.
• Upgrade of 4 tier CRM landscape
• Submitted proposal and SoW for the particular upgrade.
• In this project Wipro was responsible for SPDD, SPAU, testing, upgrade issue fixing, Hyper-care support and completely Up & running upgraded production system.
• As a production replica, upgraded the sand box for learning purpose and prepared the issue list.
• Preparing the landscape wise task list separately and tracking the activities accordingly.
• Preparing the issue list during the upgrade of sand box and development upgrade.
• Getting the testing done for all applicable scenarios.
• Attending the project meetings for alignment with every participated team.
• Making the plan for system freeze and duel maintenance.
• Coordinating with all ECC and CRM teams for the fixes made during the project, so that those can be taken care during duel maintenance.
• Cut over and golive

Confidential

Module Lead

Responsibilities:

• Extending the existing organizational unit as per requirement in Org Assignment plan.
• Assignment of the Employee data in Organizational assignment plan.
• Monitor and support the Business Partner, Material and transactional data load for particular sales area. Handle the Middleware related issues arising out of the activity.
• Extending the current report program and related batch jobs as per sales area and requirement.
• Performance related issue resolutions. (Implemented lean order interface, improved performance of the running batch jobs by resolving the database dead lock issues, Scheduling the organization data buffering batch job, and many activities to improve the performance.)
• Test the scenarios across the landscape (development, Quality, Acceptance).
• Creating the transactional test data for end user testing.
• Prepare cutover plan with business owner and Golive.

Confidential

SAP CRM Lead

Responsibilities:

• SAP AMS incorporates functional and technical support which includes business analysis, functional enhancements where required and technical enhancement of RICEF (Reports, Interfaces, Conversions, Enhancement and Forms).
• System Administration and Monitoring: We were responsible Application Management services which includes a team which supports implementation and rollout for new SAP projects through system configuration support.
• We also monitored SAP system performance and execute corrective and routine maintenance activities involving BASIS team if required.
• Incident and problem solving with SLA adherence as per project norms.
• Requirements gathering, analysis and functional design for enhancements/change requests.
• Proactive issue identification and resolution
• Direct interaction with client.
• Was Handling Onsite offshore model.
• Track and publish productivity and SLA metrics.
• Timely reporting of issues to PM.
• Received many timely appreciations from the client on the issue resolution and process standardizations.
• Functionality scope was SAP Sales (SAP CRM Interaction center, LORD2), SAP Service (Installed Base, Service Order and Service contract management), Marketing (Campaign and Trade Promotion Management)