SUMMARY

• SAP - CRM Enterprise sales, marketing, service, Web UI, WC and SD Functional consultant with over 12 years of progressive experience in SAP CRM 4.0, CRM 5.0, CRM 2007, CRM 7.0 and SD modules.
• SAP BCM integration with Kana, Genesys, Avaya for Interaction Center
• Experience in Trade Promotion Management and Campaign Management
• Significant knowledge of IS-U/CCS utility business/engineering operations, front office procedures and customer care services
• Functional experience includes mapping SD module in Organizational set up, Master data, Sales Order processing, Pricing, Delivery, Billing, Service management, Credit Management for various Sales and Distribution processes
• Good experience in business process integration of SAP CRM with SD, SEM, BW and Enterprise Portal
• Experienced in two full life cycle implementations
• Good knowledge of CRM Service: Installed Base, Individual Object, Case Management Service Contract, Service Order Management, Enterprise Intelligence, CRM Middleware and its components
• Excellent work ethics: team oriented with strong analytical and leadership qualities.
• Master data and Basic Settings: Organizational data setup, Business partners, Products, Conditions (Pricing determination), Partner/Text/Date determinations, Actions, Transaction types, Item Categories, Copying control.
• Marketing: Marketing Planning and Campaign Management, Marketing Calendar, Personalized Mails, Campaign Automation, Segment Builder, External List Management, Lead Management.
• Enterprise Sales: Activity Management, Opportunity Management, Quotation and Order Management, Contract Management, Incentive and Commission Management.
• Interaction Center: Configuration CIC Win Client and Web Client. Experience in development of CIC profiles, Component Configuration, Action Box / Transaction Launcher Configuration, Alert Modeler, Interactive Scripting, and Reminder Scripting.
• SAP R/3 SD functional: Consulting in - Setting up Organization Structure, Master Data Configuration, Configuration of the Business Cycle in involving Order Management and Configuration of the Billing Procedures.

TECHNICAL SKILLS

Primary Skills: SAP CRM 3.0, 3.1, 4.0, 5.0, CRM 2007, CRM 7.0, SAP R/3 4.5b 4.6c, 4.7, ECC 5.0, 6.0, EP 7.0

Secondary Skills: C++, Java, HTMLB, ABAP, BSP

Office Products: Ms-Office, Ms-Visio

Tools: SAP Solution Manager, Mercury/HPQC, SharePoint, IBM CQ, IBM, RQM

Operating Systems: Windows 2000/NT/XP/7, Linux

Groupware: Ms-Office Suite, Lotus Notes 8.5

PROFESSIONAL EXPERIENCE

SAP CRM Consultant

Confidential, Las Vegas, NV

Responsibilities:

• Perform hands-on activities for development, configuration and tailoring, including any fine tuning required, in conjunction with the Confidential Interaction Center Web Client strategy for customer service.
• Provide adequate deliverable documentation including but not limited to functional, report, configuration and conversion specifications.
• Configure the Interaction Center Web Client using SAP Best Business Practices.
• Assist County Staff in Developing and executing a Testing Strategy.
• Knowledge Transfer through mentoring and training members of the various Confidential Teams throughout the SOW engagement to allow for County independent support.
• Implement and support new SAP security requirements and development, including system parameters and user profile attributes/defaults.
• Perform integration of various data types to support interoperability between core SAP ECC modules and CRM.
• Establish and maintain end user security and business roles as well as user definitions based on authorizations, ability, etc.
• Create Job Aids and Quick Reference Guides for training and deployment.
• Design customer confirmation and identification processes which are unique to the county and Pubic Sector.
• Design and configuration of IC functionalities like Multi level categorization.
• Design and configuration of Incident Management and related ITIL processes.

Environment: SAP CRM 7.0, SAP ECC 6.0

SAP CRM Consultant

Confidential, Southbury, CT

Responsibilities:

• Setup SAP CRM/ECC as the base application.
• Create common business processes that support cross business unit quotes.
• In corporate best practices.
• In corporate business process “radical simplification”.
• Held baseline and complex workshops with participants from all geos and business units to provide input and help set requirements.
• Develop a Pricing Process Design Document (PDD) as a result of the input and get PDD approval by the geos and brands.
• Configured and Set up The SAP Pricing Procedure - This looks up master price and cost data, applies entitled contract discounts, applies automatic promotions, and determines taxes. Contains custom code to support the various brands.
• Delegated Grid - Applies discounts automatically when quote contents reach predefined revenue clip levels.
• WW Promotions Database - Allows the OO or BP to apply appropriate promotions.
• Quote Price Setting - Allows the OO to set a needed price for their customer.
• Price Spreading - Spreads an input bottom-line price to all of the line items in the quote using the Cross Brand Pricing Tool (CBPT) methodology using PMM (Vendavo) with SAP CRM.
• Configure SAP CRM and SD pricing configuration for pricing with quote, order, CMR/DMR processes.
• Configure Pricing agreements for contract management for services, and BPA’s for sales contracts.

Environment: SAP CRM 7.0, SAP ECC 6.0

SAP CRM Consultant

Confidential, Birmingham, AL

Responsibilities:

• Team lead, managed resources through blue-printing/detailed design, build, testing and deployment phases of projects.
• Performed project planning, estimating, resource loading, scope and risk management.
• Worked on blueprinting and prototyped the e2e scenario for workshops with business leads
• Worked on designing the test suites for business scenarios execution for end user’s
• Configured organization set up for Interaction Center Customer Support for service units with backend ISU integration for billing.
• Configured activity types, lead types for Confidential marketing activities for midmarket, LCLI and SCSI customers
• Configured marketing plans, campaigns for outbound marketing activities
• Defined mail forms, marketing attributes for campaign activities
• Defined business roles for agent, marketing manager and administrator for enhanced control for marketing activities
• Defined copy control for the transaction types to create a follow up transactions from lead to opportunity
• Lead routing based on territory rules for marketing industrial segments.
• Worked on CRM UI configuration in changing the view layouts for BP, Campaigns, Leads, Opportunities, and Agent Inbox
• MS-Outlook integration with SAP CRM for emails, appointment, contacts as BP’s in CRM.

Environment: SAP CRM 7.0, SAP ECC 6.0

SAP CRM Consultant

Confidential, New York, NY

Responsibilities:

• Involved in BAT Testing for Clear Vision(CV)
• Design Test Scripts for Campaign Management functionality of CRM
• Worked with Segment Builder, Marketing Calendar, Campaign Automation & Optimization
• Worked with ERMS Rule Modeler, Activity Management, Interaction Center for TME/TMI
• Configured out-going email address groups
• Setting Up Routing for Inbound E-Mails
• Assigning Agents for E-Mail Handling
• Maintaining Recipient Distribution
• Maintaining Inbound Processing
• Maintaining E-Mail Addresses for System User
• Worked on Marketing Reporting with ZBPR and ZONEORDER
• Worked on UPM tool for Activity, Lead creation in CRM

Environment: SAP CRM 7.0, SAP ECC 6.0

SAP CRM CIC Functional Consultant

Confidential, Bridgewater, NJ

Responsibilities:

• Study of business blue print processes in the organization.
• User discussions analyze gaps and performed AS-IS and TO-BE business process analysis.
• Finalizing the blue print after user interventions and discussions.
• Final specification preparation for realization phase.
• Implemented Customer Interaction Center functionality for the sales & service scenario’s.
• Configured various hidden and visible components of the IC framework including the Navigation area, Application Area, Quick Keys, Business Partner Search, Call Status, toolbars, action box, alert modeler. Configured the Components as per user requirements.
• Worked on the configuration of Action box, workspace profiles and Alert Modeler.
• Integrated CTI - SAPPHONE server defined & grouped CTI queues, CTI component profile, work space profile and transaction profile.
• Defined Business Rule Framework (BRF) tags, tag grouping, tag hierarchies, tag criteria, for application process integration for BRF into transaction processing
• Defined BRF Events for the pricing process.
• Configured and set up CIC business process configuration with profiles for framework, CTI integration, simulating SAPPHONE server.
• Designed and developed the CIC Framework structure with non-telephony slots.
• Get unit test plans from key users and suggest unit test results.
• Carried out Unit testing, Integration testing and User Acceptance tests.

Environment: SAP CRM 5.0, SAP ECC 5.0

SAP CRM Consultant

Confidential, Madison, WI

Responsibilities:

• Involved in designing Test Scripts for UAT testing for Sales and Marketing functionality
• Designed Detailed Test Plan scenarios for Unit testing, Integration and System Testing
• Developed and created Test plans, test cases and test scenarios
• Designed and developed tests scripts for manual testing for creation of leads in the Interaction Center
• Designed test scripts for ETM master data creation for business users
• Worked with testing of lead routing scenario’s and marketing plan creation in the CRM web UI

Environment: SAP CRM 6.0, SAP ECC 6.0