SUMMARY

• Seventeen plus years of SAP Functional, Configuration and Implementation experience, Seven full project life cycle implementation experience with SAP CRM, including seven plus years of experience with big four including SAP and IBM.
• Twelve plus years of extensive experience in SAP CRM Architecture, Analysis, Design, Functional, Configuration, Testing, Implementation and Training; SAP CRM Master Data (Customers, Contacts, Hierarchies, Org. Structure, Products), SAP CRM Marketing (Marketing Plan/Calendar, Marketing Attributes, Customer Segmentation, Campaign Management, Campaign Automation, and Lead Management), SAP CRM Sales (Opportunity, Quote, Order, Contract), SAP CRM Service (Field Service, Install Base, Service Tickets, Service Requests, Service Orders, Service Contracts, In - house Repairs, Parts, Complaints, Returns, and Case Management), CRM Web Channel, and CRM WEB UI including CTI.
• Seven plus years of experience in ECC Sales & Distribution (SD); Quote/Order Management, Transportation, Pricing, Billing.
• Excellent skills in SAP CRM/SD Master data, Marketing, Sales, Service, Analysis, Design, Configuration, Testing, Implementation, and Production Support.
• Excellent analytical, and communication skills.

TECHNICAL SKILLS

SAP R/3: SAP R/3 Versions 3.1H/ 4.0B/ 4.6C, ECC 5.0 and ECC 6.0

CRM: SAP CRM 4.0, SAP CRM 5.0, SAP CRM 5.2, CRM 7.0, CRM 7.2

DATA BASES: Oracle 6.x/7.x/8.x, DB2, Informix and MS SQL-Server

TOOLS: Windchill/ELOIS, TIBCO, IBM MQ, IBM Ascendant, IBM MDM Server, Quality Center, HP ALMQC, Clear Quest, JIRA and SimPro

PROG. LANGUAGES: ABAP4, SQL, and Cobol

OPERATING SYS: SAP, MVS, UNIX 2.8, Sun Solaris 5.7/8, MS-DOS, Windows

MS OFFICE TOOLS: Word, Excel, Access, Power point, Project, Visio, Share Point

INDUSTRIES: High-Tech, Manufacturing, Retail, Healthcare, Wholesale, Service, Consulting, Chemical, Oil/Gas, and Automobile.

PROFESSIONAL EXPERIENCE

Confidential

SAP CRM/ECC Business Transformation Consultant

Responsibilities:

• Acted as an SAP BT Consultant for Master Data, Service Management for Confidential Enterprise Strategic Configurator and Service ID projects.
• Involved in Solution Architecture, Gather Business Requirements, Design, Analysis, Blue Printing, Gap Analysis, Defining As-is and Future Business Processes, Configuration, Testing, Training for Master Data (Service Offering/Service Parts), and Service Management (Install Base, Service Requests, Service Contracts, Warranties, SLA’s Parts.
• Involved in defining the As-Is and Future Business processes for Master Data, and Service Management.
• Involved in configuring SAP CRM Field Service, Install Base, Service Requests, Service Contracts, In-House Repairs, Warranties, Parts, Complaints, and Returns.
• Involved in configuring the Master Data, Organization Structure, Sales Order, and Sales Contracts.
• Involved in configuring SAP CRM IC Web UI Business Roles, Navigational Bar Profiles, Agent Inbox, Broadcast Messages, Alert Modeler, Interactive Script/Survey, Call List Profiles, and Transaction launcher.
• Involved in writing the Interface design documents and Conversion design documents for Service Offerings and Service Parts from external Vendors.
• Involved in mapping and converting Service Offerings/Service Parts from external legacy IBM SPST (Service Pack Selection Tool) in to Confidential Strategic systems such as Windchill, ELOIS, IPC, SAP CRM and SAP ECC.
• Involved in writing high level design documents, Low level design documents, test plans, test scenarios, and test scripts for Sales and Service.
• Involved in Writing Functional Requirements for WRICEF objects, and worked closely with off-shore developers to make sure code has fulfilled all Business requirements.
• Involved in creating Test Plans, Test Scenarios, and Test Cases and executed the test cases in HP ALM (Solution Manager) for Configurator Project, and Scrum Testing using JIRA for Service ID WRICEF objects.
• Involved in leading and performing the Unit, Regression, Integration and UAT testing.

SAP CRM Solution Architect

Responsibilities:

• Acted as an SAP CRM Solution Architect for CRM Master Data, Sales and Service implementation for Confidential Uprising project.
• Involved in Solution Architecture, Gather Business Requirements, Design, Analysis, Blue Printing, Gap Analysis, Defining As-is and Future Business Processes, Configuration, Testing, Training for CRM Master Data (Customers, Contacts and Products), Sales (Quote, Business Agreement, Sales Order) and Service Management (Service Order, Service Confirmation, Service Contracts, Complaints, Returns and Case Management), Collections and Fraud Management.
• Defined the As-Is and Future Business processes for CRM Master Data, Order to Cash and Service Management.
• Defined Integration points between CRM and ECC for Service Order, Service Contract, Complaints, Returns, Credit Memo and Debit Memo.
• Involved in writing Interface design documents and Conversion design documents for Master data, Sales and Service Management.
• Configured Quotation, Business Agreement and Sales Order.
• Configured SAP CRM Field Service, Install Base, Service Requests, Service Contracts, In-House Repairs, Warranties, Parts, Complaints, and Returns., Credit Memo, Debit Memo and Pricing.
• Configured CRM IC Web UI Business Roles, Navigational Bar Profiles, Agent Inbox, IC Agent/Manager Functions, Broadcast Messages, Alert Modeler, Interactive Script/Survey, and Transaction launcher
• Written high level design documents, Low level design documents, used cases, business process scripts, test plans, test scenarios, and test scripts for Service Management.
• Written Functional Requirements, performed onsite code acceptance testing, and worked closely with developers to make sure that the code has fulfilled all the Business requirements.
• Created Test Plans, Test Scenarios, Test Cases and executed the test cases in HP ALM for Scrum and System Integration Testing.
• Performed Unit, Regression, Integration and UAT testing.
• Involved in debugging the ABAP code to find the root cause of defects.
• Involved in providing the implementation and roll-out support to users.

SAP CRM/ECC Functional Consultant

Responsibilities:

• Acted as an SAP CRM/ECC Functional Consultant for CRM Interaction Center WEB UI, Master Data, Marketing, and Sales for project Confidential .
• Involved in Defining the global Template, Architecture, Design, Analysis, Blue Printing, Gap Analysis, Configuration, Testing, Training for CRM IC WEB UI, Master Data (Customers, Contacts, Customer Hierarchies, and Products), CRM Sales (Quotation, Sales Order and Sales Contract), and Marketing (Marketing Attributes, Customer Segmentation, Campaign Management, and Lead Management).
• Created Organization Model for 3M Sales.
• Defined As-Is and Future Business processes for Marketing, and Sales.
• Defined Quote to Cash business process integrating SAP CRM and ECC.
• Configured CRM IC Web UI Business Roles, Navigational Bar Profiles, Agent Inbox, ERMS, Broadcast Messages, Alert Modeler, Interactive Script/Survey, Knowledge Article, Call List Profiles, Transaction launcher and CTI Integration (Avaya), Pricing and Billing.
• Configured Account Management, Tasks, Activities, Actions, Quote, Lean Order Management, Segmentation, Campaign Management, Lead Management, Opportunity Management.
• Written Functional Requirements to ABAP developers, and worked with them to make sure that the code has fulfilled all Business requirements.
• Written Test Scenarios, Test Cases and executed the test cases for Unit, Functional, Regression, System Integration, UAT testing.
• Performed the Business data validations for Master data.
• Debugged the ABAP code to find the root cause of the defects.
• Involved in Level1 Production support and provided training for OTC team members.

SAP CRM 7.0 Lead Functional Consultant

Responsibilities:

• This is a huge Global IBM internal project ( Confidential ) to implement SAP for all IBM enterprises worldwide.
• Acted as SAP CRM 7.0 Lead Functional Consultant involved in Designing the Global Template, Requirements Gathering, Design, Analysis, Blue Printing, Gap Analysis, Defining As-Is and Future Business Processes, Configuration, Testing, Implementation, Training and Production support of SAP CRM 7.0 Master Data, Marketing, Sales and Service Processes.
• Involved in defining current and future business processes for Master data, Marketing, Sales and Service processes.
• Involved in designing several Interfaces from external legacy systems (RDC, CCMS and PPS system) to SAP.
• Involved in writing Functional Specification documents, IDD (Interface design documents) and BPP’s (Business process Procedures using SimPro).
• Involved in writing WRICEF documents for Customer, Contact, Hierarchies, Quote, Sales Orders, Sale Contract and Service Contracts.
• Configured Marketing Calendar/Marketing Plan, Marketing Attributes, Segment Builder, Campaign Management, Lead Management, Opportunity Management,
• Configured Field Service, Install Base, Service Requests, Service Contracts, In-House Repairs, Warranties, Parts, Complaints, and Returns.
• Configured CRM Web UI for Business Roles, Navigational bar profiles, Broadcast Messages, Surveys, Alerts, and Transaction launcher.
• Configured Master Data, Quote, Sales Order, Activity Management, Actions.
• Involved in performing the Business data validations for IDD’s and CDD’s
• Involved in performing the Onsite/Off-site Code Acceptance Testing, System Integration Testing (SIT), OPS Testing, Focus Testing, and Regression testing.
• Involved in Writing Functional Requirements for ABAP developers, and performed onsite code acceptance testing, and worked closely with them to make sure that the code has fulfilled all the Business requirements.
• Involved in debugging the ABAP code to find root cause of the defects.
• Involved in fixing defects found in Regression and Integration testing.
• Involved in Level-1 Production support for countries China, Germany, Brazil, Slovakia and UK.
• Involved in Training the Offshore support center team in India and China.

SAP CRM 2007 Lead Functional Consultant

Responsibilities:

• Acted as an SAP CRM 2007 Lead Functional Consultant involved in Design, Blue Printing, Gap Analysis, Configuration and Implementation of SAP CRM 2007 Master Data, Marketing, Sales processes, CRM IC Web client.
• Involved in defining current and future business processes for Customer, Contact, Order Management, Lead Management and Campaign Management.
• Configured Marketing Calendar, Marketing attributes, Segmentation, Campaign Management, Lead Management, Opportunity Management, Sales Order, Complaints, Returns and Case Management.
• Configured CRM IC Web Client Business Roles, Navigational bar profiles, Broadcast Messages, Alerts, and Transaction launcher.
• Involved in defining the integration points for CRM and ECC.
• Involved in writing functional specs for Sales Order Management and Marketing (Activity Management, Lead Management and Campaign Management).
• Configured SAP CRM Field Service, Install Base, Service Requests, Service Contracts, In-House Repairs, Warranties, Parts, Complaints, and Returns.
• Involved in fixing the defects found in Functional, and Integration testing.
• Involved in go-live preparation and Production support.

SAP CRM 5.2 Functional Consultant

Responsibilities:

• Acted as an SAP CRM 5.2 Functional Consultant involved in Analysis, Design, and Configuration.
• Configured CRM Marketing (Marketing Calendar/Plan, Segmentation, Lead Management and Campaign Management) and Sales (Order Management and Opportunity Management) and Pricing (Pricing Procedures, Pricing Conditions, Access Sequence).
• Configured CRM IC Web Client for User Roles/Profiles, Customer Segmentation, Navigational Bar Profiles, Broadcast messages, Alerts, Transaction Launcher.
• Configured Field Service, Install Base, Service Requests, Service Contracts, In-House Repairs, Warranties, Parts, Complaints, and Returns.
• Involved in writing functional specifications for Order Management, and Campaign Management. Involved in performing the Integration testing.
• Involved in configuring the Business Partner, Order Management, Campaign Management, Led Management, and Cross Selling and Up-selling.
• Involved in performing system Integration testing and assisted in UAT testing.
• Involved in go-live/Cut-off preparation and Level-1 Production support.

SAP CRM 5.2 Functional Analyst

Responsibilities:

• Acted as an SAP CRM 5.2 Functional Consultant involved in Architecture, Design, Analysis, Blue Printing, and Gap Analysis of SAP CRM Master Data, Sales, and Marketing.
• Involved in defining current and future business processes for CRM Master Data (Business Partner, Organization Structure), Order Management (Standard/Consignment Orders), Activity Management, Lead Management and Campaign Management.
• Involved in designing interface to replicate orders from GHX to SAP CRM.
• Involved in configuring Configured Management, Activity Management, Customer Segmentation, Marketing Attributes, Lead Management and Campaign Management.
• Configured CRM IC Web Client for IC Web Client Organization profiles, User Roles and Profiles, Navigational bar profiles, Broadcast messages, Alerts and Transaction launcher.
• Involved in writing more than 200 test scenario’s for Master Data, Order Management, and campaign Management.
• Involved in creating the test scenarios for GHX and Lawson Interfaces.
• Involved in leading and performing the System test and Security testing.
• Involved in debugging the ABAP code to find the root cause of the defects.
• Involved in go-live/Cut-off preparation and Level-1 Production support.

SAP CRM/SD Solution Architect

Responsibilities:

• Acted as an SAP CRM/SD Functional Architect involved in Architecture, Road mapping, Blue Printing, Design, Gap Analysis, Configuration and Testing of SAP CRM Marketing, Sales, and Service for CIC Web Client, including CTI Integration.
• Involved in defining current and future business processes for Order Management, Complaints, Returns, and Case Management
• Configured Order Management, Service Contracts, Complaints, Returns in CRM CIC Web Client and to demo the proof of concept of CRM Sales and Service Management.
• Configured SAP Master Data for Business Partner, Contacts, Products, Vendors, Segmentation, Campaign Management, Lead Management, Territory Management, Order Management, Opportunity Management, Install Base, Complaints, Returns, and Service Tickets.
• Configured CRM IC Web Client for IC Web Client Organization profiles, User Roles and Profiles, Navigational bar profiles, Broadcast messages, Alerts and Transaction launcher.
• Involved in creating the Survey’s and Interactive scripts using CRM Survey Suite and Interactive Editor for CIC Web client and assigned them to the Service agents for Defect Analysis Survey.
• Involved in performing the Functional, Regression and Integration testing.
• Involved in debugging the ABAP code to find the root cause of the defects.
• Involved in go-live/Cut-off preparation and Level-1 Production support.

SAP CRM 5.0 Functional Consultant

Responsibilities:

• Acted as SAP CRM 5.0 Functional Consultant involved in Blue Printing, Gap Analysis, Configuration and Testing of SAP CRM Marketing, Sales IC Web client, Lease, Loan, Pricing, Billing, and Master Data implementation.
• Involved in full project life cycle development of SAP CRM5.0 for Marketing, Sales and Service; Blue printing, configuration, testing, go live preparation/go live.
• Involved in defining current and future business processes for Lease, Loan, Account Management, Activity Management, Customer Segmentation, Lead Management, Campaign Management, Opportunity Management for CRM Marketing, and Sales.
• Configured CRM Lease, Loan, Financial Products, Campaign Management, Activity Management, Lead Management, Opportunity Management.
• Configured Business Partner, Organizational Structure, Territory Management, Activity Management, and Lead Management.
• Configured Web Client Business Roles, Navigational bar profiles, Agent dash board, Alert modeler and Transaction launcher.
• Involved in creating Survey’s and Interactive scripts using CRM Survey Suite and Interactive Editor for CIC Web client and assigned them to the call list.
• Involved in mapping and converting Legacy Data to SAP CRM using LSMW.
• Involved in mapping and designing the interface to convert the data from Customer Profile Management (CPM) Web based system to SAP CRM.
• Involved in performing the Regression, Integration and System testing.
• Involved in go-live/Cut-off preparation and Level-1 Production support.

SAP CRM 4.0 Consultant

Responsibilities:

• Acted as SAP CRM Consultant involved in Blue Printing, Gap Analysis and Configuration of SAP CRM CIC implementation at Confidential .
• Involved in defining current and future business processes for Account Management, Activity Management, Campaign Management, Lead Management, and Opportunity Management for CRM Marketing, and Sales.
• Involved in full project life cycle development of CRM CIC Web client for Marketing and Sales; Blue printing, Configuration, Testing, Go live preparation/go live.
• Configured CTI Integration, CRM CIC for Account Management, Business Partner, Organization Structure, Territory Management, Campaign Management, Activity Management, Segmentation, Lead Management, Opportunity Management, Product Proposals, E-mail, Complaints and Returns processing.
• Configured Interaction Center Web Client Profiles, Navigational bar profiles, Agent dash board, Alert modeler and Transaction launcher.
• Involved in creating Survey’s and Interactive scripts using CRM Survey Suite and Interactive Editor for CIC Web client and assigned them to the call list.
• Involved in configuring the CRM Service Management for Install Base, Case Management, Returns and Complaints processing.
• Involved in mapping and replicating data from R/3 to CRM.
• Involved in configuring Master data for Business Partner, Organizational Structure, and Territory Management.
• Involved in writing Functions requirements documents
• Involved in writing Test Cases, Test Scripts and Test Scenarios
• Involved in Unit Testing, System Integration testing and Regression testing.
• Involved in mapping and designing the interface to convert the data from Customer Profile Management (CPM) Web based system to SAP CRM.
• Involved in transferring the Master data from R/3 to CRM using middleware.
• Involved in Preproduction activities and Production support

Confidential

SAP CRM 4.0 Lead Functional Analyst

Responsibilities:

• Acted as a Lead CRM Functional Business Consultant involved in defining the Process Roadmap, Design, Analysis, Blue Printing, and Gap Analysis for SAP CRM Customer Interaction Centre (CIC Web Client) implementation at Confidential for Marketing and Sales.
• Involved in conducting the ‘As Is’ study and designed ‘To Be’ Business Processes (Territory Management, Data Conversion, Segmentation, Campaign Management, Lead Management, Opportunity Management, CIC, and Analytics) and created the swim lane diagrams using Visio.
• Involved in Blue Printing, gathering Business and Functional Requirements.
• Involved in Fit Gap analysis for CRM CIC Marketing and Sales.
• Involved in configuring the IC web client profiles, Navigational bar profiles, Interactive Script, Agent dash board, Alert modeler and Transaction launcher.
• Involved in creating the Interactive Script/Survey for CRM CIC Web client and assigned it to the call list for Campaign Management.
• Full project life cycle development including creating test plans and test cases and executing the test cases (Unit, Integration testing) and production rollout.

SAP CRM 4.0 Consultant

Responsibilities:

• Acted as CRM4.0 consultant involved in implementation and configuring of CRM CIC Web client for Marketing and Sales.
• Involved in full project life cycle development of CRM CIC Web client for Marketing, Sales and Service; Blue printing, configuration, testing, go live preparation/go live.
• Involved in design and document the Order to Cash Business Processes.
• Involved in defining the current and future business processes for Account Management, Campaign Management, Opportunity Management, Lead Management and Activity Management.
• Involved in configuring Business Partner, Organization Structure, Territory Management, and Lead Management.
• Involved in configuring the IC web client profiles, Navigational bar profiles, Interactive Script, Agent dash board, Alert modeler and Transaction launcher.
• Involved in creating the Interactive Script/Survey for CRM CIC Web client and assigned it to the call list for Campaign Management.
• Involved in extracting data from R/3 to CRM using Middleware work bench.
• Involved in extracting the Mainframe data to CRM using IDoc’s & BAPI.
• Full project life cycle development including testing (Unit, Integration, and System Testing) and production rollout.