EXPERIENCE SUMMARY:

• Overall 11+ years of professional experience with 9+ years into SAP CRM and ECC Sales and Distribution, Implementation, Support, and 3 end - to-end projects.
• Full life cycle Implementation experience worked on all stages of ASAP methodology and Solution
• Designed teh Blueprint, BPP, CI template MS Visio and functional specifications
• CRM - Service, Sales and Marketing modules with Web UI technology, WCEM 3.0 CRM Interaction Center Web Client, IPM and Middleware.
• Implementation experience in CRM 7.0, EHP/1/2/3 on Global Template.
• SAP CRM Service module Implementation exp in different Industries like, IS- Automotive, IS-U/CRM integration for teh utilities Industry. Telecommunication, Pharma & Life Science, Electronics and Hi-tech.
• Good team building, communication & presentation skills with proven ability of conducting business discussions, negotiations across all levels in teh organization
• Team player with focused attention on individual contribution
• Implementation experience in ECC 6.0 SD module and Replication with CRM to ECC, Master and Transactional Data Replication with Middleware.
• Configuration Process Exp, Organizational Management, Product Master, Transactional Processing, Partner Processing, Billing and CRM Middleware
• Marketing: Campaign Management, Trade Promotion Management, BP Segmentation, Marketing Plan and Campaign Execution
• Sales: Opportunity Management Quotation and Order Management, Sales Contracts, Sales order Replication from CRM to ECC
• CRM Service: Installed Base Management, Objects, Equipment master Service Order Management, Service Contracts, Warranty, Service Process Billing Integration and CRM Complaints with Web UI and IC Web Client
• CRM 7.0 EHP1 and EHP2 Involved in exploring new version business process techniques and UI Technology. Understanding teh Pros and cons of teh new version
• CRM 7.0 Web User Interface, Navigation Bar profile, Business Roles, IC Web Client- Service transactions account identification, Agent Inbox, Rule and Category modeler
• Experience in mapping ECC SAP-SD module in Organizational set up, Master data, Sales documents, pricing Procedure, Third party order processing, Credit management and Variant Configuration

PROFESSIONAL EXPERIENCE

Confidential

SAP CRM SME

Environment: SAP CRM 7.0 EHP3 and ECC 6.0 EHP.8.0 DBM/VMS

Responsibilities:

• Involved in IS - Automotive Industry Implementation project on SAP CRM Business Requirements on
• Marketing, Sales and Service process, Interaction Center and Integration with ECC-SD, DBM/VMS.
• Conducted workshops on requirement gathering Business Blue print preparation, Gap Analysis and Gap
• Implemented teh SAP Best Practices on Automotive Industry and Enhancements part of WRICEF’s list.
• SAP CRM Scope configuration on Call Center process Complaint Management, Marketing Campaign,
• Management Configured Transaction Types and Item category determination.
• Provided teh initial Training to teh Business & End users
• Configured teh To - Be Business process on Different Transaction types, Call Center functionalities &

Confidential

Advisory Consultant - SAP CRM/SD

Environment: SAP CRM 7.0 EHP2 and ECC 6.0

Responsibilities:

• Involved in Blue Harmony Global Implementation Temp on Service process prepared, Functional Specifications on Ibase specific WRICEF, Configuration, BPP, Test Scripts documents.
• Involved in Inventory & Entitlement Management IBase.
• Create a centralized process to initiate & manage product installations
• Custom Tables to support teh Blue Harmony Installation Process
• Custom Object Family’s for Durable Objects and Transactional Objects
• Different Object Family’s different Custom Set types and attributes set up
• Customized process for Equipment Master creation from Sales Orders and replication in to CRM
• Building a custom object relationship table on ECC side for equipments supports teh object relationship design for Ibase design on CRM and vice versa.
• IBase Management- Queries (IM-Query ) - based on various search options
• IBase Management Result Screen - Service Request creation based on selection of IM function
• IBase Mgt Hardware & Software Relocation
• IBase Mgt Warranty Adjustment & Hardware & Software Association change
• IBase Mgt Free Form Ibase Request & Custom transactional set up for MES process
• Different Interfaces with IBase, like CHIS and LMS etc…..
• Worked on Service contract project based and Non project
• Worked on Return Order with Reference to different types of sales Orders and Billing.

Confidential

Advisory Consultant

Environment: SAP CRM 7.0 and ECC 6.0

Responsibilities:

• Involved in Confidential, Sales and Service process configuration. Prepared, PDD, Functional Specifications BPP, Test Scripts and SIT Testing
• Involved in PDD document preparation, Gap Analysis and Gap Resolution
• Configured Service Order processing, their are different types of transactions; Field Service Order, TAC service Order, Investigation and Parts Order etc.
• Configured Consignment process from service order and confirmation
• Configured Service Confirmation process and Debit memo request replication in ECC
• Configured Warranty Claim Management with different transaction types as follow-up
• Worked on Service process pricing Conditions and pricing procedure in ECC and downloaded into CRM
• Worked on Depot Repair process
• Configured Installed Base Management, worked on Install Base Management and Individual Objects, mapping with Equipment Master in ECC and Replication from ECC to CRM as an Individual objects with Technical Asset no and serial number profile and model number
• Worked on Installed base enhancements and custom fields. Updating data from transactions into IBase
• Configured Warranty Management, Different types of Warranty products creation and assignment. Updated from Transaction types into Installed Base

Confidential

Environment: SAP CRM 7.0

Internal Demos and Documentation

Responsibilities:

• Involved in exploring teh new business process techniques of CRM 7.0 and UI Technology
• Understanding teh Pros and Cons of teh new version
• Understanding teh Standard system landscape
• Internal practice based on best practices on CRM 7.0 UI, Sales and Service Modules, IC Web UI and IC Web Client
• Designed presentations for teh unique business methodologies
• Prepared internal training manuals
• Constructed teh prototype of certain business process for different verticals based on teh pre sales requirements.

Confidential

SAP CRM Functional Consultant

Environment: SAP CRM 2007 and ECC 6.0

Responsibilities:

• Involved in Sales and Service process Configuration Prepared functional specifications
• Business Blue print preparation, Gap Analysis and Gap Resolution
• Configured Web UI Business Roles for Sales and Service
• Configured Sales Order Management, Contract Management Payment Card processing and Third party order, Consignment Order types maintained in ECC
• Configured Service process, worked on Install Base Management and Objects, Equipment Master Replication from ECC to CRM as Individual objects with Technical Asset no and serial number profile
• Configured Service Contracts and Service Order Management

Confidential

SAP CRM Functional Consultant

Responsibilities:

• Day-to-day Support activities - handling issues and maintaining response and resolution without any escalations
• Service Support, Resolved End-user Tickets
• Primarily responsible for interacting with users on tickets and understanding teh nature and scope of teh issue and providing resolution
• Filed Service Order, In-House Repair and Complaints
• Analyzing and resolving Production issues
• Involved in most number of new change requests performed by CRM team in this project
• Solving middleware related support issues- Customize objects -Data Synchronization
• Monitoring un-processed Bdoc messages and performing Request
• Monitoring inbound and outbound queues status and it's successful reprocessing
• Monitoring different status of Bdocs and its reprocessing
• Gathering Requirements from teh Client on new enhancements and providing solutions in SAP as per teh requirements