SUMMARY

• SAP CRM Functional Architect/Consultant (including Middleware) with Professional Certification in SAP and an expert in reducing the cost by minimising the custom developments/enhancements. An SME who performed different roles as a Solution Architect, Auditor, Functional Lead & Consultant. Extensive experience in the key areas of SAP CRM like Master Data, Marketing, Sales, Middleware and Web UI and TEMPhas knowledge of other areas of CRM like CIC, E - Commerce, Mobile and SAP ECC(SD).
• Around 16 years of experience as SAP CRM Solution Architect, Functional Lead/Consultant
• Demonstrated ability to establish client relationship, understand their pain points, challenges and Participate in team selection for functional roles on engagements.
• Worked on RFP’s and developed prototypes/POC’s based on client’s requirements for different areas of SAP CRM like E-Commerce (Web Channel), Mobiles, ERMS & Interaction Centre as part of pre-sales and SAP C4C (Sales and Marketing functionalities).
• Saved cost by identifying the issues in the solution before starting the design for the security issue (ActiveX controls) of Document Design Template (NBC - Montreal).
• Fixed major issue in the RCT Program (North Americas largest Implementation). As a Lead for the SWAT team provided solution for a major issue which was identified before Go-live (RBC - Toronto).
• Designed an Error Free Blueprint (Audit report from SAP) for end-to-end Marketing process (SAP CRM 7.0 EHP1), project iLeap - 2010 (South Asia’s Largest Implementation) – iGATE Global Solutions
• Responsible for getting a prestigious project ( Confidential - 2006) and building SAP CRM Competency at IntelliGroup (now NTT Data)
• Experience on SAP CRM 7.0(EHP2 & 1), 2009(7.0)/2007, 2006, 5.0, 4.0 & 3.0 and SAP C4C (Sales Cloud)
• SAP CRM Best Practices, ASAP Methodology and SAP tools like Solution Manager, Solution Composer, Business Case/ Solution Builder, ARIS.
• Implementation of SAP S/4HANA, Rapid Deployment of SAP Solutions & SAP Solution Manager
• SAP SD, CRM-ISU & UI 5 – Fiori, ABAP & ARIS (BPM Tool), HPQC, HP ALM, JIRA & Confluence
• PMP (Project Management Professional), SAP C4C, Salesforce

PROFESSIONAL EXPERIENCE

Confidential

SAP CRM Functional Architect/Consultant Montreal

Environment: SAP CRM 7.0 EHP2 (Agile Methodology)

Responsibilities:

• Currently working on CRM Sales (Enhancements to Opportunity) and Master Data (BP enhancements)
• Worked on MCP Release-2 as a Functional consultant with an additional role of Analyst for designing the requirements by analysing the existing different business processes.
• MCP R1 went Go-live in Sep-2019 and worked in Hypercare on the Production tickets & Hot fixes and in the process of hand over to Run-the-Bank team.
• Worked on MCP (Master Client Profile) for which me have designed FS & FUT scripts for interfaces with MDM system for Business Partner & Address Management with central Master Data Management system which includes PUBSUB, Create, Update & Get services (Interface design with third party system thru SAP-PI).
• Also carried out unit testing (HP ALM – creation of Test plans with Test cases & steps, Test Lab – creation of Test sets for execution, Defects Management and linking of all the objects for tracking & reports)
• For SPP (Service Management) Project: Evaluated the solution and provided changes as required. Prepared Functional Specifications & FUT scripts, Configured Document design template framework for MS word document generation and Carried out all activities until Go-live and Supported Hyper care using HP ALM. Worked on Release-2 which also includes interaction with offshore team daily.
• Provided SAP CRM trainings for the Bank team which consists of BA’s & Run the Bank members etc.

Confidential

Functional Consultant

Environment: SAP CRM 7.0 EHP2

Responsibilities:

• Evaluated the BBP’s which were created in 2014
• Configured the system and carried out all the activities (Configuration, FS, FUT’s and defects) from Realization to Go-Live
• Carried out all the relevant setting for TPM like - Type/Objectives/Tactics, priorities & date ranges, Status profiles, Auth groups. Formatting masks, Selective copying, settings pertaining to Key figure planning, Partner processing, Pricing procedures, Free goods Determination, Customizing Business Roles etc. Attribute sets, Data sources & Attribute list for Segmentation. Setup Promotion Guidelines, Causal Factors & Profiles, TPM Business Roles, Transactions for TPM like Claims etc.

Confidential

Solution Architect

Environment: SAP CRM 7.0 EHP2, SAP C4C, ECC, UI5/Fiori, FS-Pro

Responsibilities:

• Solution Proposal and validation of FS-Pro functionality
• Designed Business Blueprint
• Started with Idea creation and solution proposals and Designed solution as per the business requirements.
• Prepared artefacts for Requirement’s package & provided inputs for Project charter.
• Requirement’s elicitation, prepared File Format, Data Catalogue and Data mapping sheet
• Prepared Configuration Guide, Functional Spec & FUT scripts
• Performed component testing (Manual) HP ALM (Test plan creation, Test execution and defect Management and linking all of them for better tracking)
• Participated in requirement analysis and design of SPC (Blueprint) for reporting & General settings (BP master data) and carried out Functional Review/Audit for identification of the gaps
• Identified gaps in the FS of Pricing & provided SAP CRM training to the team of BSA’s.
• Carried out all the activities as Functional Consultant for SLCM (Sales Lead & Contact Management) throughout the build phase like Functional spec’s design with different interfaces like CMENT & RBC O&O, creation of FUT scripts, carried out Functional Unit testing and defect management with HP ALM (Test plan, Test cases with steps, Mapping of Tests with Requirements for tracking, creation of Test sets, Test execution and creation of defects accordingly)
• Responsible for mentoring and training the BSA IT team for successful transformation into Functional Consultants, review and validation of Configuration Guides pertaining to other work streams Account Origination (Case Management), Adjudication (FS Quotation) & Fulfilment
• Coordination with offshore teams for different activities (Cap Gemini-Hyderabad & IBM-Halifax)
• Worked on HR-ALE integration for Org. model & Employee replication. Master Data loads, Interface design with RBC legacy systems (CMENT, RBC CRM, ECCO etc.), Lead management, Opportunity management & Activity management
• Participated in triage meetings and Conducted working sessions for defect resolution, worked on the RCS’s & amended the FS, DM as per the updated BRQ/BRL’s
• Worked on the defects as part of the Unit, Integration testing, carried out cut-over activities for pre-production & Go-live (Dec-2013) and Handled a major issue (HR No Ranges) in the production system
• Handled incidents (HPSM) & RCS’s in the Hyper care phase (Jan-2014 to Feb-2015) pertaining to SLCM & General Settings (Master Data), designed a remediation program for a quick fix until the main fix goes into Production & Carried out the manual config activities for different Releases.
• Worked on defects as a Fix it Lead and managed releases as Lead Functional Consultant
• Worked on Major Performance Issue related to Production system.
• Conducted workshops for gathering requirements and prepared Blueprint for end-to-end Marketing module/process. Configured end-to-end business process of Marketing along with Web UI configuration and Carried out Integration of CRM with BI & ECC (MM, SD & PS) for Budgeting, Key figure planning and purchase order generation.
• As a Functional Lead & Solution Architect provided blueprint guidance and support for service Module in identifying right solution & carried out configuration of the system, prepared FS’s, FUT’s and Carried out Functional Unit testing & defect Management (HPQC)
• Provided Core team training & prepared configuration guides, handled all the defects pertaining to Marketing process. Carried out cut-over activities for production setup & Go-live.
• Handled tickets from hyper care and provided KT for the support team.

Confidential

Functional Lead

Environment: SAP CRM 2007 (6.0), BI, SCM & ECC 6.0

Responsibilities:

• Prepared Business Blueprint for Sales process along with Web UI setup for sales team.
• Carried out Middleware Configuration for R/3 - CRM data replication, performed initial download of ECC Customizing, Business and Conditional objects, Setup Delta Download and monitored data transfer.
• Customized entire Sales process and carried out activities for final preparation & Handled issues in the hyper care stage
• Carried out Pre-Sales activities like participating in Client meetings, giving Presentations, Configuring POC & Test Scenarios for different SAP CRM Processes like Sales & Web Channel.
• Conducted workshops for requirements gathering as part of Business Blueprinting process
• Carried out Middleware Configuration for R/3 & CRM data replication, performed initial download Customizing, Business and Conditional objects, Monitored & analysed inbound & outbound queues, BDocs for errors and configured related settings for delta loads.
• Sales Order configuration includes Transaction setup and replication from CRM to SD (Sales & Distribution)
• Configured Trade promotion & Trade Spend Management along with settings for Trade Agreement overlap checks. Carried out cut over activities and provided Post Go live support.
• Analysed the existing business processes and streamlined process from marketing to sales with closed loop lead management of initial interest to opportunity & finally to sales.
• Customized Pricing, Billing along with Marketing & Service Scenarios
• Carried out all the activities pertaining to Build/Development like configuration, design FS & FUT’s, Final Preparation, Go-live & solved the issues of Post Go live support.

Confidential

Functional Consultant

Environment: SAP CRM 5.0 & ECC 5.0

Responsibilities:

• Educated the Client on the functionalities & features of the SAP CRM and addressed the pain points, studied & evaluated the client’s business processes for TEMPeffective process mappings, prepared Functional Specifications.
• Carried out the customizations pertaining to Master Data, Base Customization & Marketing
• Prepared configuration documents, Training manuals and Carried out activities for Go-live & support along with monitoring of Data Replication between CRM & R/3 (Master Data and Sales & Distribution-SD)
• Handled Corporate Trainings for SAP SD/CRM Functional Teams.
• Responsible for Configuration of SAP CRM Systems.
• Responsible for generating Business from a Branch and maintaining relationship with the Builders & customers for new Leads.
• Responsible for Executing campaigns, processing the Customer files from Lead qualification to Disbursement of the Loan Amount and handling customer complaints.
• Responsible for Corporate Sales, attending Customer calls & providing solutions for their issues, generating AMC’s, Executing Promotional Activities
• Assist Customers at every point of the Sales Cycle.