SUMMARY:

• 12 years of experience in SAP CRM Proficiency in Sales, Service, Marketing, Middleware, WebUI, on Implementation, upgrade and Support projects
• Successfully completed 2 Full Life Cycle SAP Implementation projects and worked on rollouts for adding new functionality and support projects
• Hands - on working experience in Business Process Redesign, Gap Analysis and System Configuration, Cross-Module Integration, Testing and Training Workshops, Data Conversion and Go-live cut-over expertise
• A team player with excellent communication and active listening skills and a good sense of humor has ensured successful working relationships with internal and external stakeholders at all levels
• The ability to resolve in-depth issues in a methodical manner independently and within a team to find appropriate solutions, strategies and high level of effectiveness
• Planning and organizing - Refined planning and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner
• Timely document creation like business blueprints, specifications, test scripts, training material and manuals, configuration and reporting documents
• Structured delivery of classroom training to end users and power users on CRM processes and reports in SAP

SKILLS:

SAP CRM Sales

SAP CRM Service

SAP CRM Middleware

SAP CRM WebUI

CRM - ECC Integration

SAP SD Integration

SAP Enterprise Portal

CHRONOLOGICAL EXPERIENCE:

Senior IT Consultant

Confidential, Nashville, TN.

Responsibilities:

• Day to day operations and troubleshooting in the SD and CRM area.
• As part of the day to day activity trouble shoot and monitor the BDoc flow, check for errors, coordinate with users to correct them.
• Studying new reporting requirements and development.
• Creating functional specification for new reports and requirement.
• Designed and delivered OTC, claims process and solutions.
• Handling issues related to configuration in SD and CRM both.
• Tested the whole warranty process with the help of the Business Process Owners and the Subject Matter Experts for US and Canada operations which involved the CRM cycle, SD cycle and the MM cycle.
• Coordinated Test Scenario compilation, Test Plan creation, Test Script Creation.
• Supported issues related to Variant configuration in CRM.
• Post go live supports. Fixed open issue that were not addressed during go live
• Resolution of Lean Order framework related issues.
• Ensure that SLA’s are met and also make sure Incidents and Change Requests are assigned to the queue with a proper categorization.
• Ensure that all the incidents and CR’s are discussed with client or internally on a regular basis.
• Preparation and Circulation of daily / weekly reports internally and to the client.
• Need to ensure that JSOX process is followed by the team members for any change or break-fix developed by the team.
• Worked on Access Control Engine, ERMS, Installed bases.
• Middleware setup and connections between CRM and ECC systems.
• Ensure proper communication between the cross functional teams without escalations.
• Work on new requirements and change requests suggested by the client.
• Understanding the issue and analyzing cases reported by user, preparation of Functional Specifications and test script documents.
• Performed post system refresh activities.
• Worked extensively on Service Confirmations, Service Orders, Service Requests, and Service Contracts.
• Break fixes in O2C, credit debit memo and Returns process
• Worked with the third-party systems for the warranty inspection and contractor order entry.
• Working on scenarios such as simple contract, Order, and Delivery, to Shipment, Shipment Costing, Billing, and Accounting
• Worked on third party document storage management system.
• Effectively working along with the development team.
• Coordinated with the Business team for the proper development of the Functional Specifications and worked closely with the Super Users in the Functional Unit Testing, IT testing and Business testing once the Development is done.
• Changes involving organizational elements, enhancing existing processes, and incidents related to break fixes in the daily Sales / service processes.
• Handling issues related to functionalities such as text determination, output determination, master data, action profiles, middleware, webservices, status management, queues, BDocs and outbound emails.
• Handling technical issues involving development of new reports and changing existing reports
• Worked on Mail forms, categorization Schemas for various business requirements.
• Analysis and resolution of CRM - SD related issues and helping the super users in fixing the issues on a timely basis.
• Executing Regression Testing projects for new business process enhancements in SAP and implementing new dimensional tools to ensure the smooth functioning of existing process. Prepared automation scripts.
• Worked with third party processes like Simon, PIN and BOX (in house systems)
• Working on the project where the scope involved carrying out unit testing, integration testing
• Worked in integration issues between SD and CRM.
• Worked extensively on different Output Forms related to Claims and Warranties.
• Resolved support tickets raised through Remedy tickets.
• Executing configuration changes in Sales / service document types, sales returns, and creation of reports
• Maintaining issue log and documentation of all configuration changes
• Developing end user training manuals.

Confidential

Responsibilities:

• Understood customer’s B2B and B2C requirements, as the idea was to implement a product catalog for intangible goods (mainly services) of Polar and pass thru the different processes of CRM and SD.
• Customization of the CRM system for service contracts from scratch based on requirements.
• Customization of the ECC system for replication from scratch.
• Middleware setup and connections between CRM and ECC systems.
• Verification for download of Customizing objects from R/3 into CRM system.
• Ensuring Product Setup, pricing setup, customer setup and all related master data activities.
• Effectively worked along with the developer and explained the requirements for clear development.
• Conducted UAT’s and User trainings.
• Preparation of Functional specifications.
• Effectively coordinated with the HTML5 and Hybris team for integrations.

Confidential

Responsibilities:

• Ensure that changes done by COD (capacity on demand) team are validated before they send for business testing.
• Ensure that daily Middleware monitoring is done and reported to the client on pro-active basis to avoid any future incident creation.
• Need to ensure that change management in HPSD is followed by the team members for any change or break-fix developed by the team.
• Own the sole responsibility of the roll outs carried out properly in CRM as Organization structure was manually created in Development, Staging and Production systems.
• Customizing the partner determination procedure according to the present business requirement.
• External emails sent by Customers, Sales Persons were recorded as Business Activities which was monitored through Win Client CIC.
• Verification for download of Customizing objects from R/3 into CRM system.
• Understanding the issue and analyzing cases reported by user, preparation of Functional Specifications.
• Understanding and analyzing the client requirements whether it is possible to replicate in CRM 5.0
• Effectively working along with the development and explaining the requirement for clear development.
• Post go live supports. Fixed open issue that were not addressed during go live
• Created training material and conducted end user training

Confidential, CA

Responsibilities:

• Organization Model, Organizational Data determination, Sales Area data (Sales Organization, Distribution Channel and Division), Business Partner Role / Category, Relationships, Identification Numbers, Legal forms, Legal entity, Industry systems, Creating Products in CRM, Pulling Products from ECC, Configurable products.
• Transaction Types, Item Category, Item Category Group, Item Category Determination.
• Setting for Leads / Opportunities / Sales Orders / Activities - Qualification levels, Groups, Origin, Priority, Status Reasons, Questionnaires, Sales Cycle and Sales Stages, Sales Methodology, Copying Control, Activity Category, Goals and Priorities of dates.
• Worked on Copying Control for business transactions.
• Worked on controlling attributes for transactions like Text determination procedure, Partner determination procedure, Status profile, Date profile, Action profile.
• Worked on pricing procedure, Condition types, Access sequence, pricing procedure determination, Document pricing procedure, Customer pricing procedure (ECC to CRM).
• Worked on various custom reports required by the business developed by the technical team.
• Worked on Quote printout layout which was developed by the technical team.
• Supported various issues on quotations.
• Supported various issues on the Sales Orders replication to ECC.
• Navigation bar profile, Role configuration key.
• Worked on Roles and authorizations.
• Worked on Web UI as UI was the only interface given to the users.
• Queue Monitoring
• BDoc Monitoring
• Data Exchange - Object Management, Initial Load, Delta Load.
• Material download.
• Post system refresh middleware parameter settings.
• Employee / position upload
• Issue Handling during configuration / development
• Post go live support
• Resolution of Tickets raised by the end users through Siebel ticketing tool.

Senior IT Executive

Confidential

Responsibilities:

• Conducting workshops to gather the business requirement
• Meeting with business process owner and departmental heads to identify business requirement
• Ensured all work in compliance with project management practices
• Determined quality parameters for projects and its partners and ensured project progress accordingly
• The process involved an order to cash cycle integrating SAP ECC system.
• Created new order types for the entire Order process, created new Item category.
• Created new output types.
• Master Data - Creating Organization Model, Organizational Data determination, Sales Area data (Sales Organization, Distribution Channel and Division), Business Partner Role / Category / Number Ranges and Groupings, Relationships, Identification Numbers, Legal forms, Legal entity, Industry systems, Creating Products in CRM, Pulling Products from ECC.
• Transactions - Transaction Types, Item Category, Item Category Group, Item Category Determination,
• Setting for Leads / Opportunities / Activities - Qualification levels, Groups, Origin, Priority, Status Reasons (Code, Code group, Catalog), Questionnaires, Sales Cycle and Sales Stages, Sales Methodology, Copying Control, Activity Category, Goals and Priorities of dates.
• Worked on Copying Control for business transactions.
• Basic Functions - Worked on controlling attributes for transactions like Text determination procedure, Partner determination procedure, Status profile, Date profile, Action profile.
• Worked on Quotations.
• Sales Orders.
• Worked on Business roles and Organizational assignment.
• Navigation bar profile, Role configuration key.
• Worked on PFCG Roles and authorizations.
• Transaction Launcher to launch BSP and BOR transactions via WebClient UI.
• Groupware Integration to integrate MS - Outlook with the WebClient UI
• Queue Monitoring
• BDoc Monitoring
• Data Exchange - Object Management, Initial Load, Delta Load.
• Material download.
• Employee / position upload
• Issue Handling during configuration / development
• Post go live support
• Resolving Tickets raised by the end users through Servicedesk
• Implementation and Support of SAP CRM Sales and Marketing (Lead) scenario which constitutes of Account, Lead, Opportunity and Quotation Management along with Groupware Integration for Suzlon’s China Sales Team
• Created Test Scripts for Unit and Integration Testing.
• Post Go-Live support

Confidential

Responsibilities:

• Involved in Cutover and Testing
• Worked on support issue Pricing, BDoc processing, item category configuration, copy controls, actions, text, status, access control.
• Middleware Activity
• Queue Monitoring
• BDoc Monitoring
• Data Exchange - Object Management, Initial Load, Delta Load.
• Material load.
• Employee / Position uploads
• Resolution of tickets raised by the end users through Service desk
• Implementation and Support of SAP CRM Sales and Marketing (Lead) scenario which constitutes of Account, Lead, Opportunity and Quotation Management along with custom custom developments like Site Availability Matrix, Price Configurator, and Multiple Quotations in WebClient UI for Suzlon’s India Sales Team

Confidential

Responsibilities:

• SAP CRM - BI Analytics (Dashboards) Implementation and Support
• Project Description: This dashboard helps in taking analytical decisions for the top management.
• Functional inputs to the BI Team
• Identifying the tables.
• Coordinated in creating the dashboards
• Issue Handling and Checking data consistency and validation
• Implementations of CRM dashboards for Suzlon’s India Sales Unit like Number of Leads, Opportunities, Quotations and Sales Order generated in a given period of time. Leads Lost / Opportunities Won along with reasons. Sales Office / Employee wise / Zone wise Quotations and Sales Order generated

Confidential

Enterprise Portal consultant

Responsibilities:

• Requirement Gathering Workshops
• Portal Customization (Login Page, Theme, Desktop)
• KM and Collaboration Customisations
• Creation of Roles, Worksets, Pages and iViews
• Creation of HTML pages using front page.
• Involved in User Administration
• End User Trainings
• Resolving Tickets raised by the end users
• Supported subsidiary companies of Suzlon across the globe