SUMMARY:

• Overall 8+ years of experience in Information Technology with SAP - ABAP(ECC/SD) & SAP CRM 6.0, SAP CRM 7.0 and SAP CRM EHP1, EHP2, HANA, C4C.
• 3+ full SDLC project experience and 2+ Support Projects of SAP CRM.
• Fortune 500 client experience on Global Delivery Models for Manufacturing process domain.
• Proven track record in speed, adaptability, analytical ability, business process insight, quality, designing and potential making me a highly desirable resource within the current organization and among clients.
• Well-seasoned in capturing highly complex business requirements that needs conceptualization, mapping, design, development, testing, documentation, user training and post-delivery steady state support projects for quick turn around time in process chain optimizations,addressing data quality issues, providing continuous process improvements and automations in sales, marketing and service modules of SAP CRM.
• Client management and consultancy experience of 4+ years in USA. Also experienced with German clients.
• I have also proactively taken up additional responsibilties like contributing to COE team for solutions, estimations and planning, actively involved with client business analysts for new system architectural, process and integration changes etc.
• I have authored 5+ SAP CRM tutorial documents for my employers’ knowledge shop.
• I have taken one classroom training session(spanning a week) for a batch of 70+(Online and classroom) students for the organization on SAP CRM basics(technical and overview) and also undertaken multiple training sessions for fresh recruits, clients etc.
• Quick learner, self-driven, accountable, optimistic and highly motivated, can-do attitude, effective communicator, team player and lead etc are some of the proven behavioral strengths.
• Areas of expertise in SAP CRM - Marketing, Sales, Service, Interaction Center with CTI, integrations via PI, FTP, webservices.
• Has very good technical hands-on knowledge on SAP ABAP, BSP,CRM 5.0, CRM 5.2,CRM 6.0 and CRM 7.0, EHP1, EHP2.
• Leadership qualities and experience.
• Worked as associate functional in high level designing process for 2+ SAP CRM projects for Marketing, Sales modules and data migration.
• I was also leading the team as a techno-functional lead for SAP CRM 7.0 EHP1 - Interaction Center with Confidential Integration and Sales modules.
• Has 7.8+ years of hands-on exprience on the SAP CRM module - WEB UI, SAP CRM ABAP, MVC architecture, OOP concepts, HANA, C4C, SPRO customization, functional configuration, IDOC monitoring and inconsistency resolutions, SMARTFORMS, SPROXY, Webservices, PFCG role configurations, Business role customizations, ABAP, Debugging, Report Programming, BAdI implementations, Enhancement SPOTS, BSP pages, SOLMAN monitoring, Access Control Engine(ACE) concepts, data migration, automations, AET etc.
• Also extensive exposure to integrations with PI, middleware, third party integrations etc.
• Additional programming languages known are C, C++, HTML and JAVA.
• Also been exposed to SOLMAN Charm process, User end monitoring and Business analytics and monitoring tools(RSLAF), HTTPWATCH, STAD, IE script debugging etc.
• Exposure to Cloud processes like Creating custom cloud application/BOs using SDK, extend standard applications/BOs, association, navigations, UI modifications, actions, events, validations and business logic using ABSL, search queries, OVS, messgaing, invoke exteranl WS, XML/HTML, URL mashups, exposing the custom BO to world using WS etc.
• Acquired experience in implementation projects that involved development of High Level Functional Designing, Detailed Technical Specifications, Code Reviewing, Designing, Implementing and Unit Testing.
• Also been involved in the internal training, resource recruitment and other strategic initiatives for SAP ABAP and SAP CRM at current employer.
• Proven excellence in leading projects, analyzing issues, assisting end users with the processes, preparing user guides etc in SAP ABAP/CRM.
• Have been on special assignments for many projects on critical deadlines to provide expertise and resolve issues/delays/roadblocks and the work done was much appreciated by the clients and employer management alike .
• Assisted functional consultants in Confidential project responsible for master data management and marketing process designs and implementation .

PROFESSIONAL EXPERIENCE:

SAP CRM Application AMS Support

Confidential

Responsibilities:

• I am the L1 level approver for all the changes in SAP CRM applications for review and quality assurance of the design and deliverables.
• Ensure the SLA adherance for all the tickets raised in SNOW while ensuring the continuous improvement of the application and processes.
• I assist the COE team for enhancement optimal solution designing and effort estimation and get the change requests approved by business for conversion to enhancements.
• Implemented a couple of automation tools which reduced 90% of the manual intervention and time involved, saving a minimum of approx. 7000 USD per quarter towards the cost for the client.
• I worked on configuring the SOLMAN for setting up the alert and monitoring mechanisms in the SAP CRM Interaction Center application by the BASIS and CoreAlm teams. I am the admin for the SAP CRM system alert monitoring in SOLMAN(BPM).
• Created/edited dealer specific letters & forms, initiate transport process, complete validations in SAP CRM-DEV,QA for the SAP CRM Dealer CONNECT application.
• I was sucesssful in resolving IDOC issues of inconsistency on regeneration which was causing delays with a major issue resolution testing.
• I have proactively contributed towards defining the GIS AMS Service processes for SAP CRM IC like setting up the SNOW tool CIs, Charm process etc in Confidential
• Stepped up to take up the additional responsibilities of both functional and technical consultant to become the single point of contact for both the SAP CRM applications under the unexpected circumstances in the absence of a functional consultant to become the tecno-functional consultant.
• Coordinate and follow up with different teams for issue resolutions - SAP, third party vendors, internal teams, business analysts, COE teams, users etc.
• Knowledgeable in support tools like HPQC, SNOW, Charm, SOLMAN, HTTPWATCH,FIDDLER etc
• Analyze on issues and roadblocks in SAP CRM and WEB UI .
• I successfully resolved an issue with a critical deliverable on stringent timeline that helped my employer to achieve the milestone as planned for acquiring the client payout .
• Worked on the Cloud Integration with OnPremise CRM using HCI. ( ALE/IDoc)
• Also implemented targeted HANA solution to improvise the performance issue in Agent Inbox Search for the client. The search performance was optimized significantly from a 1+ min turn around time to 9-10 seconds after the HANA implementation.

Confidential

SAP CRM Lead Consultant

Responsibilities:

• I was in charge of a team of 2 to perform the GAP Analysis and design the interfaces and data migration between SAP CRM and other internal SAP as well as appox. 33 third party vendors like Acxiom, CKC, Arvato,EMEA etc).
• I lead the process discussions with the business stakeholders and internal teams to devise the documents for the AS-IS(Legacy) and TO-BE (SAP CRM) for the migration of the involved applications like AS400 in Confidential
• The blueprinting of the project requirements was completed as planned.

Confidential

Responsibilities:

• I was on this project on a special assignment as a SAP CRM expert consultant to guide the team on the WEB UI issues/roadblocks in implementing the SOLMAN Charm process custom views for Urgent and Normal Correction scenarios.
• I was able to quickly grasp the business process and change request to design and resolve all reported issues that threatened the project go-live within the deadline of 2 days despite the last minute involvement.
• Remotely assisted during the post go-live support phase with any reported SAP CRM issues.
• Acquired VP appreciation for the work completion since it helped the current employer win the client trust and prevent future project RFEs.
• Implemented the data migration programs and FTP programs for SAP SD module to post files to third-party vendor systems without any assistance in an area outside of CRM.
• Performed the Unit testing and Integrated Testing .
• Documentation - FS and TS.

Confidential

SAP CRM Onsite Lead Consultant

Responsibilities:

• I was very successful in building a good customer relationship with effective communication .
• I devised, planned and implemented enhancements and bug fixes at onsite to stabilize the system addressing business concerns, specially with master data clean up activities .
• Continued process improvevisation like implementing automation and installed and performed continuous improvisation on monitoring processes like alert mechanisms for job failures,set up auto-reprocessing of failed jobs and IDOCs etc as preventive measures as data updates on time were very crucial for the business as their marketing campaigns and target group handling by sales representatives were time bound.
• Co-ordinating with multiple internal and external teams, conducted bi-weekly status update meetings with the client CRM project managers(USA and Canada) and other stake holders.
• Review and documentation preparations were also part of the responsibility to ensure quality.

Confidential

Responsibilities:

• This was one of the best challenging projects that I commenced with limited knowledge and resource pooling on short notice.
• It required a lot of R&D before the successful project completion of the Confidential configurations for the abap stack (2 member team) with the least supervision.
• I also implemented the webservices for sending CAD data to I3 for call routing purpose.
• Performed unit testing, integrated testing and assisted end users in UAT.
• Also involved in resolving issues co-ordinating with SAP online support(OSS messages).

Confidential

Responsibilities:

• Develop a sustainable platform designed for “speed to market” and the flexibility to respond to the market as it evolves.
• Harmonize business processes across US and Canada where possible.
• Decommission fragmented tools, and unsupported out-of-date applications.
• Mitigate the need for upgrades and enhancements to current landscape in which no additional functionality would be gained.
• Enable operational efficiencies across Confidential .
• I was assigned as the SAP CRM Technical Lead in the project on short notice .
• Regardless of the challenge of immediate demands of the responsiblity, I was able to quickly learn about the business processes to assist the SAP CRM functional consultants in designing optimal solutions for the architecture and devising reusable and fleixble master data maintenance tools.
• Responsibilities also included regression testing, managing UAT and resolving issues.
• Mentored 4 resources in SAP CRM in this project through knowledge sharing online sessions.

Confidential

Responsibilities:

• This was a special assignment where I was chosen by one of my previous managers to guide and help with resolving SAP CRM issues in the project post Integration Testing on strict timelines.
• I also mentored 3 other technical resources on SAP CRM WEB UI as part of this project.
• Code reviewing, testing and quality assurance was also part of my responsibilty.

Confidential

SAP CRM technical consultant

Responsibilities:

• Responsibilities included technical design, implementation, code reviewing and documentation, testing and customizing the user interface as per business requirement using SAP CRM 7.0 .
• Worked on the WEB UI enhancements,CRs and has worked on new tools like AET without any assitance.
• Handled SAP module SAP ECC (ABAP objects)dependant system as well for issue resolutions via debugging and analysis for smartforms and backend ABAP processing.
• Also mentored and managed 1 fresh recruitment in SAP CRM.

Confidential

Responsibilities:

• Responsibilities included technical design, implementation, code reviewing and documentation, testing and customizing the user interface as per business requirement using SAP CRM Web UI.
• Have been invovled with functional team in solution design that provided me the learning opportunity on the SAP CRM business/functional processes.
• Also handled Transport Request(TR) Release Management and Change Management.
• Proved to quickly become an effective expert on the WEB UI enhancements,SAP CRM OOP concepts, ACE etc which were completely new concepts at the point of time without any prior training.
• Proactively contributed in the brainstorming sessions for the finalization of the solutions for various business functionalities of the project.
• Also been a part of the team for post-live support .
• Managed a team of 4 without supervision.
• Resolved product issues in co-ordination with SAP through calls and online support(OSS messages). This experience was very fruitful since I was even able to assist SAP resources to devise new solutions for new CRM product errors (pilot SAP notes were introduced as a result).