BRIEF PROFILE:

• SAP CRM Consultant with a total of 12 years of experience including 8.5 years of SAP experience
• Experience in SAP CRM 7.0 EHP1, EHP2, EHP3
• Worked on SAP Projects including end - to-end implementation, enhancements & new developments, application management support
• Experience in consulting responsibilities including business process mapping, developing design specifications, system configuration, testing and user as per ASAP methodology
• Functional CRM experience includes Sales, Marketing, ISU CRM and CRM integration with external applications
• Experienced in leading the team for design, implementation, and testing support and liaising with the customer for design reviews and conflicts
• Experienced in both development and production support (24 X 7) environments and tools like HP ALM/HP SM9/BMC Remedy/Lotus Notes tools for managing Quality assurance & handling incident tickets

SAP SKILLS SUMMARY:

• CRM ISU Experience includes Business Master Data & Technical Master Data Maintenance, Contract Management, Service Order Maintenance and Lifecycle, ISU Data Replication between Confidential and ECC (BDocs)
• CRM Marketing Experience includes Campaign Management, Maintaining Contacts, Working with Marketing Attributes, Target Group generation, External List Management and Segmentation
• CRM Sales Experience includes areas like Opportunity Management, Activity Management, Territory Management
• CRM Base customization experience includes Organization Management, Territory Management, Actions, Product Master, Partner processing

SAP CRM PROJECTS EXPERIENCE:

Confidential, Austin, TX

Responsibilities:

• Analyzing the requirements of the project and resolving any design queries from UI5 and ABAP team
• Coordinating with UI5 and ABAP (technical team) on new enhancements and scoping the efforts required
• Performing unit testing and collaboratively working on any functional issues discovered with technical/UI5 teams

Confidential, Cherry Hill, NJ

Responsibilities:

• Design discussions/fit-gap analysis for new projects & change requests/preparing functional specifications, unit testing and coordinating with business on UAT. The change requests included design changes for Customer Portal/Interactive Voice Response system in addition to regular CRM UI changes
• New developments included building of new screens in CRM to handle CSR surveys & automate zero usage scenarios, configuring new Alerts, designing Scripts, creating new Interaction Records, designing technical changes in areas of BPEM management, Service Order Maintenance, Customer Portal & IVR related Webservices involving both SOAP webservices and REST services
• Resolving call handling issues as part of application support which included both CRM & ISU(ECC) system, BDocs monitoring and resolving contract replication/middleware issues between CRM & ECC

Confidential, Issaquah, WA

Responsibilities:

• Gathering requirements & Preparing functional specifications on the loyalty/ data to be sent to external vendor and thereby initiating the process of new credit application
• Involved in configuration of custom assignment blocks for Credit Card Application & Approved Credit Cards and configuring new custom activities
• Preparing test scripts and performing unit testing & system integration testing involving credit card provider

Confidential, Tampa, FL

SAP CRM Consultant

Responsibilities:

• Gathering requirements, Preparation and review of detail design, coordinating with offshore team to track progress and also resolve design conflicts with MDM team
• Involved in designing and configuring outbound proxy interface (connected with SAP PI) for sending data to MDM system during account creation, configuring IDocs to retrieve inbound updates (for Accounts) from MDM system involving SAP PI
• Performing unit testing, creating test scenarios based on requirements, preparing test scripts, and performing system integration testing

Confidential, Tampa, FL

SAP CRM Consultant

Responsibilities:

• Configuring new transactions & logical links in Web UI, configuring new fields/assignment blocks on account page, and configuring search parameters at account search page for specific set of users
• Performing unit testing, creating test scenarios based on requirements, preparing test scripts, and performing system integration testing
• Creating manuals and providing to Confidential Call Center team and also Confidential operations support team on the new functionalities that went live

Confidential

Responsibilities:

• Resolving issues of the CRM application reported by L1 support in areas of Account Management, Contact Management, Opportunity Management, Campaign Management and External Interfaces integrated with CRM application for exchange of account data, opportunity data, contact information (proxy interfaces connected with SAP PI )
• Coordinating with Confidential central team on resolving issues that require Confidential support and discussing and analysing new requirements to be developed in the system
• Responsibilities also included conducting ticket status meetings with Confidential and production movement approval meetings for defect fixes