SUMMARY

• Over 18 years of Experience in IT Industry.
• Having over 13 years of Experience as an SAP CRM Consultant.
• Played the role of SAP CRM Functional Consultant in 6 Full Life cycle CRM implementations and 2 Support Projects.
• Executed multiple projects in SAP CRM/IS - U 7.0 Utilities Industry.
• SAP experience in the areas of Implementation, Upgrades, Rollouts and Production support - SAP CRM, ISU Customer Care and Service (CCS).
• Deep understanding in SAP ISU data model, ISU CRM, ISU Customer Service
• Experience handling Contract Management, Move-in/Out, Disconnection and Reconnection.
• Experience on Meter-to-Bill & Bill-to-Cash (for call center as well as for e-service)
• Worked on defining the Testing Methodologies, Plans and Estimations for SAP CRM ISU.
• Involved in Technical Design and development of ISU/CRM enhancements and Interfaces
• Worked as Functional Consultant for Smart Grid Implementation in Device Deployment (Gas and Electric), Direct Load Administration (DLA), Customer Service (CS), Customer Select Due Date (CSDD), Remote Disconnection and Reconnection (RDR), Dynamic Peak Pricing (DPP), and Pay Go Solution.
• Having Experience in Setting up Billing Master Data/Tariff Structure for Metered/Unmetered Installations.
• Having experience in setup of Billing Schema, Rate Structure and, Price management.
• Good understanding of Billing processes and Invoicing processes
• Having good understanding of Business Master Data, Technical Master Data, and Move-in/Move-out.
• Billing master data & configuration, Billing & Invoicing integration with DM
• Experienced in IS-U Billing along with good exposure in Device Management and FICA
• Good knowledge in IDOCS and functionality of Device Management.
• Co-ordination with on-shore and off-shore teams for incident analysis and resolution
• Good Knowledge on utilities and billings.
• 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.
• Having Experience in working on SAP CRM Shared Service Framework tool for Finance.
• Adept in all phases of project development, from concept through realization.
• Experience in configuring the Channel Inventory Management in SAP CRM.
• Having Experience in HP ALM, Regression Testing, String Testing, System Integration testing, User Acceptance Testing, Batch Testing and Negative Testing in SAP CRM ISU implementations.
• Able to translate business objectives into clear functional and technical requirements.
• 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., In-house repair and Case management.
• Have experience in Loyalty Management in setting up different Membership types.
• Having experience in CRM Middleware and HR-ALE integration.
• Managing SLA set by client on closing CRM related tickets
• Experience in Implementing/Support of SAP CRM ISU for the Fortune 500 Americas/European Utilities Companies.
• Experience in configuration of SAP CRM modules, business process knowledge with CRM in Configuring CRM Activities, Organizational management, CRM Sales Opportunity management, Quotation Management, CRM Marketing Planning Campaign management and CRM IC Win client and Web client Profiles.
• Worked in Service areas related to Service orders, Service Contracts, Service Agreements & Service Plans.
• Setting up of Product Pricing in SAP CRM
• Have worked in the areas of Replication of Pricing data between ECC and CRM
• CRM Middleware: Monitoring the BDoc flow from R/3 to CRM Systems and troubleshooting the BDoc errors.
• Worked extensively in the areas of CRM Middleware optimization in order to improve the systems performance for the replication areas for smooth BDoc processing between systems of the Master data replications.
• Actively involved in resolving critical issues on CRM Middleware, marketing segmentation and Installed bases.
• Performed middleware enhancement by activating event DE BALE for filling up company data for BPs which comes from CRM to R/3 and activated of mobile bridge for required BDOCs
• Having experience working in ABAP in the areas related to identifying the interfaces of data replication from ECC to CRM, custom field replication and Web UI configuration.
• Extended business Objects using EEWB to include Custom fields
• Experience working in Cloud for Customer (C4C) using HANA Cloud Integration (HCI)
• Experience in SD configuration & functional work with sound knowledge of Business Processes.
• Training experience in salesforce CRM.
• 2 ½ years of Experience in Program Analysis, Design and Development, Integration of Application Software on the web technologies and Client-Server technologies
• Possesses excellent verbal and written skills along with interpersonal, presentation, leadership and organizing skills.
• Ability to work in a team environment to achieve team and project goals

PROFESSIONAL EXPERIENCE

Confidential, St. Paul, MN

SAP CRM SD Analyst

Responsibilities:

• Worked as a SAP CRM SD Analyst in the project.
• Worked on SAP CRM Support / Implementation including but not limited to: Order Management, Contract Management and Master Data.
• Provided Support on SAP CRM and ECC integration areas related to Master Data, Transactional Data.
• Supported in Resolving SAP CRM Middleware issues.
• Involved in Gathering requirements related to SAP CRM implementation related to Sales, Service and Middleware
• Provided support in the areas related to Org.Model/Customer Hierarchy/Custom Enhancements related to Territories/Sales Orders/Contract Management
• Provided support in the areas related UBB/Counters/Readings/Org.Model Business roles in CRM.
• Provided daily support on Critical/High/Medium/Low incidents with priority set as per SLA.
• Provided support related to CRM Middleware integration areas with respect to the Master Data
• Worked in CRM Middleware area in defining custom Adapter objects for custom condition download, defining publication and subscription of sites business objects, perform initial download, delta download.
• Involved in GAP analysis/ workshops with different users to identify the Gaps and understanding, collecting and reviewing business requirements.
• Worked closely with the Business Analysts and Technical team to clarify any issues within each role.
• Provided functional support for the SAP end users and power users

Confidential

SAP CRM/OTC/Hybris Analyst

Responsibilities:

• Worked as a SAP CRM Lead in the project.
• Worked on SAP CRM Implementation/Support including but not limited to: Order Management, Contract Management and Master Data
• Provided Support on SAP CRM and ECC integration areas related to Master Data, Transactional Data.
• Supported in Resolving SAP CRM Middleware issues.
• Involved in Gathering requirements related to SAP CRM implementation related to Sales, Service and Middleware
• Provided solutions related to SAP CRM/OTC integration areas with SAP Hybris that can be integrated by SAP Data Hub.
• Analyzed the IDOC integration Areas with respect to Hybris/SAP OTC and CRM areas.
• Worked on SAP LE Implementation/support including but not limited to: Delivery, Pick, Pack, Shipment, and RF Devices
• Involved in GAP analysis/ workshops with different users to identify the Gaps and understanding, collecting and reviewing business requirements.
• Worked closely with the Business Analysts and Technical team to clarify any issues within each role.
• Provided functional support for the SAP end users and power users

Confidential, Seattle

Sr SAP ISU/CRM Analyst

Responsibilities:

• Worked as a SAP ISU/CRM Lead in the project.
• Involved in GAP analysis/ workshops with different users to identify the Gaps and understanding, collecting and reviewing business requirements.
• Worked as Techno Functional Consultant for Smart Grid Implementation in Customer Service (CS), Remote Disconnection and Reconnection (RDR), Direct Load Administration (DLA), Dynamic Peak Pricing (DPP), Customer Select Due Date (CSDD), Device Deployment (Gas and Electric) and Pay Go Solution.
• Good knowledge on Business master data (Business partner, Contract account and Contracts) and technical master data (Connection Object, Premise, Installation and POD)
• Contract Management New Move-in and Move-Out processes
• SAP ISU Business workflows design and testing
• Custom Configuration and Setting up of ISU CRM and CS areas such as Contract Management, Move-in/Out, Disconnection & Reconnections, Owner Allocation, Complaints and Work Order Processing.
• Worked in the areas related to SAP CRM/SAP ISU integration with Non-SAP systems like External Portals
• Create Functional Specification Documents for the GAPs identified in the CRM areas related to Customer Interaction Center.
• Work with the offshore Technical Team in passing the GAP requirements identified and co-ordinate with them for timely Deliverables
• Interacted with the client to gather the new requirement and enhancements in the application and extension of the application for US region.
• Initiate system analysis lead the definition of user requirements and assesses impacts.