OBJECTIVE

• SAP CRM Solution Architect position in a dynamic and challenging environment dat will utilize my Domain knowledge, analytical, functional, technical and leadership skills
• A Lead/SME position in a Dynamic and inspiring Organization where I can use my technical, Analytical and Leadership abilities for meeting business challenges and to work for an Organization dat provides opportunities for Career growth and learning

SUMMARY

• Around 9 years of diversified experience implementing projects to solve customer's problems in ERP and CRM Domain
• Around 6+ Years of SAP Implementation in ISU & CRM Experience
• Strong Experience in requirement gathering exercise, process design, process reengineering, Business Blueprinting, presales, proposal preparation and client presentations.
• Strong Domain Knowledge in Hi - Tech/Semicon, Utilities (ISU), Manufacturing, retail and Telecom Domains.
• Experience includes working in Utilities domain in the Water, Gas and Electricity industries implementing SAP CRM IS-U CCS and CRB modules.
• Utilities experience encompasses SAP CRM ISU business process implementation of Residential & Commercial Contract Management and integration wif ECC
• Also have strong knowledge on Device Management, Works Management, FICA integration and Demand Side management business processes.
• Exposure and knowledge on SAP CRM CTI integration Framework.
• Experience includes working on SAP CRM Interaction center implementation and support for 2 projects
• Excellent Experience working on end to end Order to Cash and Service to Cash business processes and configuration
• Experience includes configuration of OTC, service contracts and service orders configuration in CRM and integration wif ECC for logistics and Billing processes and credit and debit memos using CRM middleware
• Experience working wif SAP CRM Mobile Sales solution 2.5 (Sybase unwired platform)
• Experience working wif SAP CRM7.0 EHP1, SAP CRM 2007 and SAP CRM 4.0
• Experience working on CRM upgrade project from SAP CRM 6.0 to 7.0
• Experience working wif multiple CRM Products - SAP CRM, PeopleSoft CRM and Clarify CRM.
• Knowledge of Groupware Integration for BPs and Activities.
• Experience includes working on major data Migration Projects for migrating data from Legacy system to CRM Systems.
• Have good Understanding of Cloud framework and have in the past worked on proof of concepts and production comparison and product selection engagements for customers where SFDC, SEIBEL and SAP CRM on Demand products were compared.
• Certified SAP HANA consultant, worked on POCs and Feasibility analysis engagements.

TECHNICAL SKILLS

CRM Software: SAP CRM 7.0/SAP CRM 2007/SAP CRM 4.0, People Soft CRM 8.9/8.8//8.4/8.0, Clarify

RDBMS: Oracle 10g/9i/8i/7.3.4, MS SQL Server 7.0/6.5

Tools and Utilities: SAP GUI 7.0, SAP WEB UI, SAP Solution Manager, People tools/ App Designer, TOAD, MQC, Unix Shell Scripting

PROFESSIONAL EXPERIENCE

Confidential, Washington

SAP CRM ISU Functional Consultant/Analyst

Responsibilities:

• Involved in blue printing and configuration of the proposed SAP CRM and ECC systems.
• Played a critical role in architecting the SAP CRM web services to capture orders from B2B ordering portal and create them as orders in SAP
• Configured the SAP CRM middleware to do initial and delta download of configuration and master data including pricing conditions
• Implementation of SAP CRM 6.0 - Industry Specific Utility
• KAM functionality wif External Calculation Tool ( SAP CRM Utility Sales and Interaction Center)
• EBT (Custom built for communicating wif Regulator)
• XI Integration wif Calculation Tool, IS-U and EBT
• Application Integration wif Regulator Legacy System
• Worked as Subject Matter Expert (SME) to scope and blue print SAP CRM Customer Interaction Center and KAM.
• Studied and analyzed workflow to design To-Be Business Processes and preparing Proof of concept for different scenarios to arrive at best solution.
• Configured IC Web Client business processes i.e. Customer Enquiry, Customer Feedback & Customer Requests.
• Configured Business Role, Transactions, Basic Functions (Date Management, Text Management) Account Identification Search, Business Transaction & Industry Specific Function (Integration wif FI-CA).
• Converting Gaps into Functional Specifications (for Enhancements, Reports and Interfaces) to fulfil the process requirements & closely working wif technical team to convert the same into actual development.
• Responsible for SAP CRM & SAP ERP ISU integration using CRM Middleware.
• Configuring middleware for initial & delta load of Business Master Data i.e. Business Partner, Business Agreement, Technical master data i.e. Connection Object, Premise, POD & Transaction data i.e. Contract between SAP CRM & SAP ERP - ISU.
• Configuring MDG/MDT in SAP ERP - ISU for complete replication of Technical Master Data & Contract.
• Worked on SAP CRM Sales (Utility KAM) & SAP ERP - ISU teams..
• Worked on configuring pricing conditions in ECC and download them to CRM. Worked on mapping the pricing conditions, order data, credit card data, and EIP data coming from B2B ordering portal wif SAP CRM structures.
• Worked on SOAP UI tool to test the web services and the end to end order flow from B2B ordering portal all the way to ECC and SAMSON system till the billing process is completed.
• Worked on configuring the order types, delivery types, item categories, return order type, follow up document configuration, email templates, actions, output determination, partner determination, status profile, Org Data profile, pricing etc. in both ECC and CRM systems.
• Worked wif business and QAT team members to support QAT, end to end and UAT testing.
• Participated in deployment and release management activities.

Confidential

SAP CRM ISU Consultant

Responsibilities:

• Provided Post Go-Live Support.
• Monitored the defects raised by the client using HPQC system and routed the same wif specific explanation to the responsible user.
• Worked on configuring the new CCS Module, Responsibilities included new developments and configuration, analysis, debugging and resolution of production issues, break fixes, design, documentation and testing.
• Handled Integration/ middleware Issues between SAP CRM and ISU for the CS Processes which involved issues related to the Business Master Data i.e. Business Partner, Business Agreement and Technical master data i.e. Connection Object, Premise, POD & Transaction data i.e. Contract between SAP CRM & SAP ERP - ISU.
• Co-ordinated wif the on-site team for issue resolution in time and involved in knowledge transition and mentoring activities.
• Design and implement CRM enhancements for CSR and Supervisors
• Document business process procedures and get client sign offs
• Document Configuration and train client on how to maintain configuration
• Develop training Material for Customer Service
• Involved in setting up the replication in the development landscapes for the project
• Front Office testing lead and coordinating wif the client counterparts and handling defects dat are lodged in STrack
• Successfully completed the base line configuration for the systems in order to handover the project system to the development team
• Coordinating wif the offshore team in getting the test scripts prepared for all the FRICEW objects and general business processes
• As Is Capturing, Analyzing and Freezing. Understanding of business process and requirements for CRM Implementation of Services and Upgrade from CRM 5.0 to 7.0.
• Studying and analyzing workflow to design To-Be Business Processes and preparing Proof of concept for different scenarios to arrive at best solution.
• Configuration of the various controlling elements of Service Transaction type.
• Converting Gaps into Functional Specifications (for Enhancements, Reports and Interfaces) to fulfill the process requirements & closely working wif technical team to convert the same into actual development.
• Setting up Master data i.e. Business Partner, Product Master & Organization Model.
• Configuration of the master data as per Clients Requirement
• Middleware set for Initial & Delta load between SAP CRM & SAP ERP for customizing & business objects dat includes Business Partners, Products & Services Transactions.
• Conducting gap analysis, assess scope of studies & suggest solutions.
• Studying and analyzing workflow to design To-Be Business Processes and preparing Proof of concept for different scenarios to arrive at best solution.
• Configure Marketing Management, i.e. Segmentation & List Management, Campaign Management, Surveys for lead qualification.
• Converting Gaps into Functional Specifications (for Enhancements, Reports and Interfaces) to fulfil the process requirements & closely working wif technical team to convert the same into actual development.
• Setting up various Master data, i.e. Account Management, Territory Management & Organization Model.
• Performed Unit Testing, IT & UAT.
• End user documentation & training.
• Master data migration from non-SAP System to SAP CRM

Confidential

SAP CRM Senior Functional Consultant

Responsibilities:

• Participate in business discussions and meetings to understand CINTAS business requirements and pain points.
• Involved in configuration of Service to Cash processes in CRM such as service contract, service orders, service confirmations and their integration wif ECC for debit memos.
• Involved in the SD module config activities such as incompletion log procedure for various order types, Configuration of partner determination to add a new partner to ship-to-party customer, configuration of pricing conditions, condition types, customer pricing procedure, exclusion records etc.
• Worked on Copy control configuration to copy Sales Order to Delivery document, Copy delivery doc to Billing etc. - Also configured Item Categories and defined Item category determination procedure.
• Configured partner determination procedure, Account Determination, Pricing determination Procedures for Sales orders, Delivery documents, Billing docs in SD module
• Configured Enterprise structure, customer master, material master, vendor master based on the organizational structure in SD module and also worked on downloading the same to CRM.
• Solved various Pricing issues including issue wif net value rounding after the discount applied, pricing procedure redetermination at various document levels etc...
• Lead business Blueprint sessions to map CINTAS business requirements to SAP CRM Service processes to come up wif the FIT GAP analysis documents, architect the To Be process flows and To Be design documents
• Lead the Conference room pilot workshop wif the business leads/users to demo few key scenarios developed in SAP CRM Service module to seek feedback and suggestions from the business community.
• Configured SAP CRM Service contracts, service orders and service confirmation business processes and transactions
• Worked on setting up Installed base, Components, addresses, Service and response profiles, worked on downloading products and functional locations from ECC to CRM in addition to customer data.
• Customize action profiles to create Service Orders from Service contracts upto 90 days in advance as per CINTAS business requirements.
• Configure CRM middleware for transferring business partners, Materials and Employees from ECC system to CRM
• Participate in the integration testing of the end to end scenarios from the time a service contract is created in CRM till a service Order, Service confirmation is created and a debit memo is posted in ECC.
• Configure background jobs to execute actions to create Service Orders and print them in batches.
• Troubleshoot the CRM middleware issues to streamline the delta load of business partners, materials and employees between ECC and CRM systems.
• Participate in Deployment activities to bring additional sales offices and locations

Confidential

SAP CRM Configurator

Responsibilities:

• Performed Base line configuration changes in ISU CS for change requests involving disconnection / Reconnection processes, new connection and move-in move-out processes.
• Developed functional specification for the developments included in the above said processes.
• Built test scripts for the ISU CS process such as disconnection, reconnection, move-in, and move-out and for the service order and notification creation and execution.
• Worked on Resolving issues wif device/equipment and functional location mapping and download from ECC to CRM
• Participate in business discussions and meetings to understand WEC requirements and define the Solution Landscape.
• Involved in configuration activities in SD module such as Configuration of Basic Functions like Pricing Procedure, Account Assignment, Partner Determination, Text Determination, Output Determination incompletion log procedure for various order types
• Configured customer master, material master, vendor master based on the organizational structure in SD module and mapped them to CRM module.
• Configured CRM organization structure, territory management functionality for the Westinghouse Sales Organization.
• Worked on different billing typessuch as order related invoice, pro-forma invoice for sales order, pro-forma invoice for delivery, credit memo, debit memo, credit for returns etc.
• Configured control data for customer master using account groups and partner determination.
• Involved in SAP CRM WEB UI configuration activities such as configuring the CRM Business Roles etc.
• Configured CRM actions, Action Profiles, Opportunity Sales Assistant etc.
• Configure the Cross system Copy control settings in CRM so a CRM Opportunity is created as a follow up Quote in ECC system.
• Participate in Unit, system integration and User Acceptance testing activities.
• Coordinate the migration of transport requests from DEV to test systems and coordinate deployment activities for Production move. Participate in Business requirements gathering sessions and drafting Functional Requirement documents.