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Sr. Crm & Sap Sd Consultant Resume

MA

SUMMARY:

  • Platinum level Techno - Functional Business Analyst & an Architect with project management skills offering 22 years of IT experience, with a primary focus on SAP - ERP & CRM Application Software.
  • Experienced in ERP (SAP SD, SM / CS / PM / EAM / ETM / MRO, VMS, Warranty Claims Management, Custom portals, Reverse Logistics, professional services) and CRM (SAP - CRM Sales, Service, Marketing & Campaign management and Siebel - Siebel Sales, field service, Marketing Administration, Tools, Product configuration) in assessment, scoping, effort estimation, blue printing, design, build / configure, Techno - functional specking, testing, documentation, End-user training and support. Most of the work was with Major Clients, Big 5 and other reputed consulting companies in the US. Some of the major solutions that I worked were as follow -
  • Worked as Sr. Solution Architect for an Automobile company in VMS and Warranty Claims Management.
  • The solution includes Vehicle sales, shipping, billing and pricing (i.e. End to End right from Demand / forecast from dealers all the way to billing), Parts and Accessories sales. Variety of Warranty claims suite to an automobile industry.
  • Worked as Senior solution architect for an Oil and Gas Machinery Manufacturer (for 3.5 Years) on their multiple CS/SM, PM, SD projects with multiple features of SAP including variety of billing i.e. Regular billing, Resource related Billing, Periodic and Mile stone billing for Multiple Business units. The solutions include In house repairs and field repairs with and without Contracts, In and out of warranty and good will. Heavily worked on Intercompany Hardware and service sales with cost capture.
  • Worked as Team Lead and an architect for consumer Electronics Company (for 17 Months) on their in house service & repairs solution, 3 rd. party repairing using SAP ECC warranty claims, Service call center with integration from B2B site and web based call center application i.e. RNT. Designed warranty system, extended warranty / service contracts, repairs based on warranty entitlement, Billable / Paid service, RMA Repairs and product exchanges against returns, Refurbishment processes.
  • Worked at Dolby Digital Laboratories Business Transformation (BIT) SAP project as lead architect for the entire global services team (for 16 months) which includes product services (hardware & software products) and Film / production / professional services with service management (SM / CS, SD), Warranty entitlements and Sales processes of both hardware and software including RXO process using SAP ECC. Solution covers auto creation of Equipment masters by a complete custom program along with assignment of rule based warranty entitlements (master warranty and extended warranty contracts), variety of service & rental / leasing contracts including regular and periodic billing, variety of service orders includes contractual, billable / PO based, digital mastering, with resource related billing, revenue recognition, credit memo processing.

SKILLS:

CS / SM / PM / EAM / MRO: Installed base Management with multiple levels of different types of Technical Objects, Service and parts Contracts, Warranty Management, Service notifications, service orders (In house / Depo repairs, field service repairs, paid service, customer repair orders, refurbishment process, part returns for repairs and exchanges / replacements, billing including periodic, RRB & DIP profiles, Workforce management, Resource planning and scheduling, cost settlement, External procurement of parts and services, advance shipment of parts. Worked heavily on depo repair and field service which includes Contract repairing, warranty repairing and goodwill repairs.

Warranty claims Management solution: Design and configuration of master data, Claim Processing from various internal and external repair shops, goodwill / service authorization process, core returns process, recalling & repair process claims, Service bulletins application and tracking, Extensive claims validation and substitution process, Master warranty assignments and tracking them with multiple time and non-time dependent counters, Pricing the claim line items, Tax computation off of a claim, cost settlement, cost splitting among multiple financial programs, cost allocations to different OEM Plants, revenue recognition, Revenue sharing processing, and Pre & Post reimbursing the claimants by way of credit memo disbursements. This include Recovery / charge back of responsible payers for 153 countries.

CRM: Landscape of different components of SAP CRM based on client scenario, On line CRM, Organizational management, master data management, internet sales, marketing & campaign management, interaction Center - Tele sales, Mobile sales, Sales order management, Leads & Opportunity management, Activity management, Middle ware configuration with data loads and number ranges mapping and IPC.

Sales and Distribution Module: Sales order management, Contracts, Quotations, Master Data management, Pricing, Basic functions, Shipping, Transportation, Billing, ATP & Product allocations.

EXPERIENCE:

Confidential, MA

Sr. CRM & SAP SD Consultant

Responsibilities:

  • Helping in analysis, designing and development of Entitlements Management system using Thales / GEMALTO Software Monetization EMS Platform in integration with SAP backend ordering system, Customer and distributor portals, SAP CRM and scalable to Sales Force.com.
  • All the Perpetual entitlements (Sales Order line items with software Products) and Maintenance Contracts (both point of sale and renewal) line items along with technical objects are synched up with EMS System and Sales Force real time using MuleSoft as middleware from SAP Ordering system.
  • The scope also includes software manager registration thru company portal, synching up with SAP CRM Contacts management system and subsequent validations.
  • The EMS Platform will allow customer software manager, to download the software products, License Keys generation and activating the software on hardware after validating the user from back end system SAP CRM.
  • Master data like customers, distributors and Order level contacts will also be synched up with EMS platform.
  • Helped in designing / Building Software product catalogue within EMS tool referencing SAP Material master, BOM structures.
  • Designed and configured SAP system’s logistic process from Physical deliver to digital delivery system and worked with Taxation changes, Cost flow model changes, Rev Rec. impacts, Intercompany billing impacts, global supply chain area.

Confidential, TN

Functional architect

Responsibilities:

  • Configured VMS Action matrix that includes procurement and sales side of actions.
  • Made provisions for capturing additional data (i.e. qualifiers) and Configuration data in addition to basic vehicle data.
  • Assigned master warranties to the vehicle master for validating while claim adjudication process.
  • Configured vehicle statuses & actions (to use in action matrix), VMS Roles, locations, BP Partners (Dealers, Distributors, Suppliers).
  • Designed End to End processes, warranty pricing, unique Custom rules (VSR) based actions, Master data with high volume.

Confidential

Sr. CRM & SAP SD Consultant

Responsibilities:

  • The scope covered was SD, CS/SM and Warranty, and presented to all business teams in all the three regions and got it approved and ready to build.
  • This company Engineers, manufactures, supply and after sales service in and out of warranty and / or extended warranty period of Data Center technology products along with Electrical & Electronics products.

Confidential, GA

Sr. CRM & SAP SD Consultant

Responsibilities:

  • The template was built based on iMRO solution on top of DIMP version of SAP ECC and rolled out to one site in US and made it ready for other sites across the globe.
  • Worked on fixing issues on RRB billing side for service order based RRB.

Confidential, San Jose, CA

Sr. CRM & SAP SD Consultant

Responsibilities:

  • Worked in Building a customer service platform in SFDC using source as SAP (CS/SM/SD) and home grown MAT System and TIBCO as EAI.
  • Helped in designing the process across all systems with reference to Install base, Entitlements and Customer Master.
  • Worked on Entitlements, Install Base, Returns & Replacements, and Returns & Repairs. Also building equipment hierarchy and enabling master warranty and service contracts towards the goal of Install Base Tracking the revenue by Scanner. Helping in integration of MES manufacturing system to SAP for Equipment Hierarchy Build automatically, while the Scanners are goods received into Inventory from Production process.
  • Also helped Confidential 's iTero line of business with process improvement in multiple initiatives that are coming up with focus in SD, CS/ SM, PP i.e. manufacturing.
  • Worked as an Architect in Building a customer service platform in SFDC Lightening integrating with SAP (CS/SM/SD/Warranty modules) and home grown MAT and MES Systems and TIBCO as EAI for their iTero Scanners business.
  • Helped in designing the process across all systems with reference to Install base, Entitlements / Contracts and Customer Master for customer service in SFDC and fulfillment in SAP.
  • Worked in building Entitlements and contracts from SAP Contracts, Install Base from SAP equipment masters, Customer master synchronizes up from SAP & MAT Customer masters, and Returns & Replacements, Returns & Repairs, Warranty Returns and Repairs fulfillment from SAP.
  • Also built equipment hierarchy and enabling master warranty and service contracts towards the goal of Install Base Tracking the revenue by Scanner.
  • Helping in integration of MES manufacturing system to SAP for Equipment Hierarchy Build automatically, while the Scanners are goods received into Inventory from Production process.
  • Also helped Confidential 's iTero line of business with process improvement in multiple initiatives that are coming up with focus in SD, CS/ SM, PP i.e. manufacturing.

Confidential, Milwaukee, WI

Sr. Solution Architect

Responsibilities:

  • The solution includes Vehicle sales, shipping, billing and pricing (i.e. End to End right from Demand / forecast from dealers all the way to shipping and billing includes pricing), Parts and Accessories sales.
  • Variety of Warranty claims suites to an auto mobile industry.
  • Also mass processing of claims with full / partial auto adjudication of warranty claims.
  • Made modifications to the Dealer Portal as needed by client’s processes.
  • Configured vehicle statuses, actions, Action matrix, Qualifiers, locations, VMS Roles.
  • Configured Sales (Vehicles and Parts) Pricing and warranty claim pricing, VSR validations and substitutions.

Confidential

Sr. CRM & SAP SD Consultant

Responsibilities:

  • Prepared the system for new Implementation using S4 HANA and also set up a conversion project from ECC EHP 7 to S4 HANA.
  • Set up Business partners as an extension to customer master,
  • Used BRF Plus for setting up output determination for billing documents.
  • Worked on modified pricing and activate Methodology.

Confidential, Tulsa, OK

Architect

Responsibilities:

  • The processes build were Manufactured machines sales (Domestic, International, Inter Company), Equipment Rental, Refurbishment, field service Repairs, Refurbishment process, Returns for Credit and Refurbishment, Chemicals sales (Including 3rd Party Drop ship), Rebates, Credit and debit memo processes.
  • Build solution for equipment masters, Functional locations, Rental contracts, service contracts, equipment installation and dismantle at customer locations, Equipment BOM auto generation right after manufacturing, Equipment Tracking and utilization reports.
  • Worked on RRB for service orders cost plus billing.

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