SUMMARY

• 12 years of professional experience with about 7 years in SAP CRM Sales & Service modules; managing projects, application support, on - site coordination as a SAP functional/configuration analyst in Customer Relationship Management (CRM) and also in ECC (SD) module.
• Excellent understanding of ASAP methodology and involved in (4) full life cycle implementations. Experienced in analyzing Business Requirements and mapping them into Business Processes by following the SAP's Best Practices.
• Expertise in guiding the technical team members for User Enhancements, Custom Reports and other system modifications and identifying the RICEF objects and documenting the requirements via Functional Specification documents. Debugging and code analysis understanding.
• Transaction type setup, Item Categories, Copying control, Date profile, Text profile, Action profile, Status profile, Partner Determination profile, Master data and Basic functions. WebUI fields and screens configuration expertise including Page layouts, Navigation Area, Work Centers based as per the Business Role.
• Installed Base Management, Service Agreements and Service Contracts, Field Service Management, Service Order Management, Repair Order, Complaints, Service confirmation and Case management.
• Middleware configuration experience for downloading the Master data components, Business Partner data, Product Master, Ibase & individual object, pricing delta downloads etc. Integrating knowledge of CRM & ECC for master and transactional data processing. Third party softwares integration with SAP CRM.
• Master Data configuration, Order management, item categories, schedule line categories, copy control, incompletion procedure, partner determination, output determination, text determination, pricing (setting of condition tables, access sequence, condition types, pricing procedure).
• Involved in Smoke testing, Negative and Stress testing, Integration and Interface testing, Regression Testing and User Acceptance Testing (UAT) using HP ALM / HPQC.
• Skilled in the use of productivity tools like MS Excel (advance level), MS. Outlook, MS. PowerPoint & WORD and Visio. Worked on modeling and process design tools.
• Excellent communication and interpersonal skills, involved in interacting with core team and dealing with end-users in documenting specifications and requirements. Efficient Team Member with great Work/Time Management and follow-up skills. Logical thinker having ability to prioritize tasks in fast paced environment. Detail oriented and always keen to learn new systems and technologies.

TECHNICAL SKILLS

SAP Modules & Versions: CRM 5.0, 2007, CRM 7.0 with EHP 4.0, 7.14, ECC 5.0, ECC 6.17

Platforms: Windows 95, 98, 2000, XP, Vista, Windows 7.

Software Packages: MS Office. MS Project, Visio, HP ALM, Solution Manager, Service Now, Share Point, Adobe Photoshop.

PROFESSIONAL EXPERIENCE

Confidential, Eagan, MN

SAP CRM Service Consultant

Environment: Main Module: ECC 6.14 EHP 4.0, CRM 7.14

Responsibilities:

• Worked on deployments for CRM Service Order management, Service Confirmations, Complaint management (Returns / Debit / Credit / Bench Repair process), Service Contracts. Owned Service cutover tasks related to rental inventory, Van stock inventory, Equipment Record creation and replicating to CRM as Install Base. Setting up CRM Contract templates with appropriate price agreements, setting resources via SAP reports so that Technicians are visible in Resource Planning tool. Part of Hyper-Care team for providing new users immediate and on time support after deployment.
• Gathered requirements by interacting with business owners to understand the company's existing STC (Service to Cash) business process and wrote functional specs for requested enhancements and for defect resolutions.
• Master data analysis and tasks related to Equipment Record creation in ECC and subsequently monitoring of BDOCs for IBase creation in CRM. Assigning warranty products to product master and IBase individual objects.
• Created Functional Design Document (FDD) for entire Service Contract process by defining the detailed level required functionalities.
• Worked on various Contract conversion projects wherein legacy contracts were converted into SAP with custom changes made to standard transaction type through the z-program for the required design. Wrote FSDs for all RICEFs and worked with Dev team for object development.
• Worked on CRM Usage Based Contracts with CRM Billing by setting Counters (to track usage), defined Usage functions and created price elements (condition types) in CRM to be mapped to one-on-one with usage functions and counter types. Enhanced CRM Service Product Master with custom UBB Control data set types for Usage Based Contracts.
• Worked on pricing related custom objects both for (CRM and ECC contracts' pricing) for the condition maintenance pertaining to various price elements and condition types related to different calculation types e.g. Monthly pricing, customer$ discount, customer% discount etc.
• Worked on various enhancements and defects by documenting the appropriate solution in the FSDs and then working with the developers for new build or defect resolutions. Unit tested the new functionality for releasing it to the production system.
• Provided production support aiming the improvement and stabilization of the system. Worked in incident resolution using Service Now incident management portal.

Confidential, Boston, MA

SAP CRM Consultant

Environment: Main Module: ECC 6.0, CRM 7.0

Responsibilities:

• Involved in the Blueprint discussions and performed FIT-GAP Analysis to map business requirements with CRM 7.0 best practices for Organization Management, Account Management, Transaction types, Partner Determination procedures, Status Management, Text Management, Date Profile, Action Profile, Product Categories and Product master for Legacy Contract Conversion custom enhancement.
• Interacted with the Client to gather the new requirements (if any), and enhancements in the application and extension of the application across US.
• Prepared FSDs for custom RICEF Objects related to Contract Conversion Z Program development.
• Involved with Dev team in the development of the RICEF Object as SME and later unit tested the solution end-to-end for all possible business scenarios pertaining to the system contract’s design.
• Responsible for setting up Sales Order Management and Contract Management (by setting appropriate Templates).
• Involved in the configuration / change of the Web UI, Business Roles, Navigation Bar Profile, Work Centers, and Technical Profile etc.
• Assisted with the integration testing across SAP modules and non-SAP systems. Build knowledge of the Enterprise Application Interface in order to efficiently troubleshoot interface issues. Wrote and modified tests scripts in HP ALM.
• Provided functional support for the SAP End users and Power users. Provided troubleshooting support for CRM and SD.

Confidential, Eagan, MN

SAP CRM Service Consultant

Environment: Main Module: ECC 6.0, CRM 7.0

Responsibilities:

• Gathered requirements by interacting with business owners to understand the company's existing STC (Service to Cash) business process.
• Helped in the Master Data and Condition record modification as per the project need. Additional duties performed in lieu of P2P transactions.
• Worked with legacy team to test SAP Interface with legacy system wherein data flowed smoothly successfully through IDOCs (inbound & outbound).
• Involved in the configuration and creation of custom CRM transaction types (Quotations, Orders, Contracts, Complaints, and Returns), item categories, assignment of these item categories to the custom transaction types, defining of copy control configuration for custom transaction types, and item categories. Worked on ERMS (Setup and support) and Resource planning engine with respect to Service.
• Assigned Product Types to Hierarchy, Created Categories for contracts and service orders. Created warranty products and assigned them to product master, Installed Base and individual objects.
• Worked on warranty claim process, interacted with P2P team for creation of standalone PO in order to send in-warranty part from branch to the vendor.
• Tested STC Service Process Transactions e.g. Service Orders, Service Confirmation, Service Contracts, Preventive Maintenance procedures and contracts, ERMS process, Groupware integration for Field personals, - Maintained, Copied and modified existing Pricing Procedures for service transactions and service contracts, Maintained Pricing Procedure Determination, Defined Partner Determination Procedure, Defined Date Profile, Action Profile, etc.
• Involved in (STC) related Smoke testing, Unit testing, System integration testing (SIT), Performance testing and Regression testing using HP ALM tool.
• Configured Transaction Settings for Service Order Processes, Service Order Quotations, Service Confirmation, Service Contracts, etc. Also created Service Profiles, Response Profiles, and service products for contracts.

Confidential, Frisco, TX

SAP CRM Consultant

Environment: Main Module: CRM 7.0, ECC 6.0

Responsibilities:

• Tasks worked upon during project: Master Data setup, Data conversion, Configuration of CRM Sales Order and Quotation, defining number range and item category. Responsible for status profile
• Configured copy control settings for Transaction type and Item Category.
• Configured settings for service confirmation and, service contracts. Configured service process billing integration & service resource planning.
• Customizing of Product Hierarchy, categories, set types, and attributes. Maintained Business Partner relationship categories.
• Involved in the enhancement of Master Data (Organizational structure, Territory management) for marketing plan campaign.
• Preparation of Questionnaire database with respect to Business Process, Batch Jobs Interfaces and custom developments
• Tasks worked upon during projects include Configuration, Master Data setup, Data conversion, Interface Testing & End user Training.
• Created a plan for Integration testing, User Acceptance testing, Security / Compliance (SOX) Testing, Performance testing, etc. Also created Functional Unit Test scripts for Configuration and Development Objects in HP Quality Center. Creating various templates for tracking the Issues arising out of Functional Unit Testing
• Provided end-user training, knowledge transfer, documentation and participated in preparing training manuals
• Integrated ECC and CRM systems for Master Data Replication and as a part of the process handled -Transactional Replication from ECC and CRM, Customized settings for Initial and delta load between ECC and CRM, Enhanced objects - Products & Business Partners to download new fields & tables, Mapped Business partner data, identified relevant ECC account Groups, Created ECC reference customers, monitored inbound & outbound queues, handled errors in BDOCS.

Confidential, Allen, TX

SAP CRM Functional Consultant

Environment: SAP CRM 7.0

Responsibilities:

• Configuration of service scenarios: Service contracts, complaints, service notifications/service orders and activities.
• Configured various service scenarios such as Service Contracts, Complaints, Service Notifications/ Service Orders and Activities.
• Developed transaction dependent configuration such as Installed Base configuration which involves Partner determination procedure assignment to Installed Base, Object Family assignment to Installed Base, CIC related configuration for Installed Base.
• Responsible for configuration and setup of service process related data such as warranties, entitlements, work flow escalation and assignment of these to the service process transaction types.
• Configured Transaction types, Item Category Determination, Partner determination procedures, Status management, action profile creations, setting up conditions for action profiles, Catalogs, Code groups, Code group profiles etc.
• Involved in creating test scripts and test templates for the projects to do the testing for the configuration in the development.
• Assisted the Middleware consultant in replication of transaction dependent data such as Master data, Installed Base, Pricing and Configurable products. As a part of the my job I was involved in post Go-live support, Ensure Timely response and resolution of problem tickets within the stipulated time by adhering to the severity level benchmarks and achieving 100% efficiency with Customer satisfaction as top priority Perform troubleshooting and research on the incident. Resolving day-to-day user queries and issues. Updated user regularly and in timely manner on delivery status. Constantly monitor calls owned and resolution time falls.
• Prepared reports of Weekly issue meetings and attending Change Control Board meetings
• Involved in all types of testing system Testing/Integration Testing/Regression testing and Security testing.