Functional Consultant - Support Resume - Hire IT People

SUMMARY

10+ Years experience in SAP CRM, SAP CS, SAP SD modules
Worked in Implementation, Support, and Roll - out Projects in SAP CRM, SAP SD and SAP CS in industries like Engineering, Utilities, Food and Automobiles
Hands-on experience in CRM Middleware and CRM - ECC Integration in Logistics and Controlling scenarios
Worked on various repair scenarioes in SAP CRM and SAP CS includes Complaints and Returns, AMC Process, Inhouse and field repair process, Warranty Claim process
Good knowledge in SAP SD Module and worked on various sales process namely Exports, Deemed Exports, Third Party sales, Job work process, Inter company, Domestic sales and Service sales
Good knowledge in ABAP Debugging, Forms, User exits and Routines in SD & CS Modules
Knowledge in SAP Plant Maintenance module (PM)
Worked on CRM ERMS to handle the incoming and outbound emails for routing and Service request generation
Complete knowledge on SAP CRM CTI and done end to end implementation of CTI solution in cilent British Gas

PROFESSIONAL EXPERIENCE

Confidential

Functional Consultant - Support

Responsibilities:

CRM Service functional lead managing 18+ members of team in Support and Problem management
Responsible to maintain the backlog within the allowable limits and stabilization of the process
Follow support process to handling the Incidents, Change requests and Problem records
Escalation handling in addressing any support Incidents
Team management and resource planning Deliverables
The support was transitioned from another client and backlog was around 45%+
We managed it to get back to agreed % of 15 % within 3 months of taking over this assignment
Further Service team is experiencing heavy inflow of support tickets and managed to consistently maintain the back log on month on month basis
Based on the priority of tickets the fix will be provided to run the business smooth
Periodic team meetings to measure backlog, individual productivity, value ideas, process tuning etc.
Collated the ideas from team members and provided a user guid to client where tickets can be resolved at User end at first step itself. This has reduced around 10% of incoming tickets
Value ideas in Service Order management, Service agreement areas to reduce the daily incoming tickets to Service queue
Managing team members to deliver the assigned objects in-time, Leave planning, work load and ticket assignation

Confidential

Functional Consultant

Responsibilities:

Carryout Unit test, Integration test, Performance test as per the scripts in CRM, ECC and other integrated systems
Report bugs if any, identified during the UT, IT & PT testing
Weekly calls on the update of the scripts preparation and testing with other vendors and with the internal team
Provide weekly update to the client on the status of testing and system readiness
Good knowledge on IEval, HP ALM, Central station tools for the testing result update and the incident creation and tracking

Confidential

Functional Consultant

Responsibilities:

Confidential

Functional Consultant

Responsibilities: