SUMMARY

• 9 Years of IT and SAP CRM experience with in - depth functional skill in SAP CRM and understanding of SD, MM and FI modules in different versions CRM 3.0, 6.0, 7.0, Ehp1, EHP2.
• Functional Consultant with experience in various Implementations, Upgrades, Go-live and Post go-live Maintenance Projects of SAP CRM, which includes CRM Application components Service, Sales and Marketing.
• Strong Background in Designing & Configuring Services & Sales, which includes Configuration of Base Customization components, Web UI, CIC and Middleware.
• Customized and configured the Base Customization elements; Business Partners & Partner Relationship, Products, Product Categories & Hierarchies, Set Types and Attributes, Organization and Territory Management, Transaction Processing & Copy Controls, Actions, Partner Determination, Pricing Procedures, Date Management, Text Management, Status Management, Subject Profiles.
• Strong understanding and working knowledge of Business Process in Sales and Services Modules
• Sales: Sales Order Management, Opportunity management, Sales Quotations and Contracts, Order Replication to ECC, Availability Check and Credit Check functionality, SD Integration for Delivery and Billing Processes, Integration with Finance for Revenue Recognition.
• Service: Installed Base Management & Individual Objects, Service & Response Profiles, Categorization Schema, Service Quotations & Contract Management, Service Requests, Service Order Management, Complaints & Returns Management, Incident Management, Spare Parts Management, Resource Planning Application, Product Service Letters (PSL).
• Working knowledge of Web UI & IC Customization and configuration, Business Role Configurations, AET, Document Templates, E-mail Templates & Transaction Launcher configurations, ERMS, Agent Inbox, Quick Searches, Rule Modeler, Survey Suite, Knowledge Articles and Alert Modeler.
• Working knowledge of Middleware aspects; Bdocs Monitoring & Error Handling, Registering & Monitoring Queues, Adapter Objects and Filter settings, Initial and Request load.
• Excellent Problem Solving skills to resolve the challenges and problems during critical times of the Maintenance activities.
• Expertise in handling diverse business scenarios in multiple industry sectors and ability to translate Business Objectives into clear functional and technical requirements.
• Significant and Considerable understanding with the Business processes in IT Services Manufacturing, Health Care Services and Energy & Utilities Projects.
• Competent in Client Relation Management, Team Leading, Presentation, Documentation, Power User Trainings, Support and Knowledge transfer skills.
• Worked in Integration with the SAP ECC modules Sales & Distribution, Material Management and Finance.
• Working Experience on Right Now Technologies and Click tools.
• Strong Analytical and Interpersonal skills, excellent communication skills and ability to meet deadlines.

PROFESSIONAL EXPERIENCE

Confidential, Plainville, CT

SAP CRM Business Analyst

Responsibilities:

• Involved in Supporting the Post-go-live activities and Issue resolution of the Complaint and Service Order Processing.
• Supported the end users in the day-to-day issues of Complaint processing and follow-up processes of Free-of charge deliveries, Credit Memos, Debit Memos and Returns in ECC.
• Tracking defects in the production system; Analyzing and fixing the defects based on priority.
• Working on resolving the middleware issues with the Data flow and data synchronization. Working on Fixing and clearing the failed Queues and Bdocs on Regular Basis.
• Creating Self Help and Problem Resolving documentation for the End Users.
• Working with the end users to understand the Issues they have been facing with the SAP CRM system compared to the previous Seibel system and Working on the fix for the issues.
• Reporting the Work on a Daily basis to the Business Leads and discussing the gaps in the system and putting the enhancements together to fix the gaps.
• Involved in functional and integration testing for the Enhancements and working with the business users to get the user acceptance testing done for the enhancements.

Confidential, Columbus, OH

SAP CRM Business Analyst

Responsibilities:

• Conducting workshops with various teams to elicit requirements related to the implementation of Customer Interaction center and Complaints Processing.
• Designing the solution and doing required customization in the areas of: Organization setup, Service Issue configuration (Complaints), Multi-Level Categorization, Building Rules using Rule Modeler, Defining and determining surveys, Defining Knowledge Articles, Configuration of Alerts, CIC configuration, Agent Inbox, UI configuration including definition of new roles, navigation bar profiles, function profiles etc.
• Writing functional specifications for identified gaps Writing test cases and doing functional testing.
• Documenting the unit and integration testing.
• Providing coordination during user acceptance testing.
• Defect logging and tracking during UAT and Fixing the UAT defects on priority.
• Documenting the procedures for user guidance (user training documentation).
• Providing guidance in End user Trainings.
• Created System Maintenance Documentation for the reference of Production Support.
• Handling cutover activities and post production support.
• Tracking defects in production after post go live. Analyzing and fixing the defects on priority.

Environment: SAP CRM 7.0 Ehp2, SAP ECC 6.0

Confidential, Rochester, NY

SAP CRM Module Lead

Responsibilities:

• Maintenance & Enhancement of SAP CRM Service functionalities - Service Order and Confirmations maintenance, Warranty, Contract and Quote Management, Contract Quotes, Installed Base Management, Counters.
• Maintenance of Base Customization Elements - Business Partners, Products, Org Model maintenance, Territory Maintenance, Transactions, Actions, Date Management, Text Management, Status Management, Service & Response Profiles.
• Maintenance of Middleware Aspects like Bdoc and Queue Monitoring, Error handling in Bdocs, Request Downloads of Master Data from ECC to CRM. Adapter objects and Filter Settings.
• Managing a Team of 6 consultants
• Maintenance and incident break fix of Click Scheduler.
• Performed Admin Support Role for the RNT Customer Interactions Hub for B2B and B2C Applications.
• Provided Support during SAP CRM Upgrade from SAP CRM 7.0 to EHP1, and post upgrade support.
• Worked in the testing and post go-live phases of a new Rollout.
• Involved in Client Interactions and Discussions to Improve the Processes.
• Created Work Instructions, Self Help and Problem Resolving documentation for the End Users.
• Status Reporting on a Weekly and Monthly Basis to the Client Production Support Lead (PSL) and Business Process Managers and Stewards.

Environment: SAP CRM 7.0 Ehp1, SAP ECC 6.0 Ehp5 and Right Now Technologies -Customer interactions Hub B2B and B2C, Click Scheduler Software.

Confidential

SAP CRM Functional Lead

Responsibilities:

• Worked in Requirement gathering, Design, Build, Testing and Go Live Phases of the Development.
• Actively Participated in client Workshops to understand the Requirements of the Clients Business Processes.
• Designed the solution in the SAP CRM Space from the requirements gathered.
• Customized and configured Transaction types, Date Profiles, Text Profiles, Status Profiles, Action Profiles, Org Data Determination Profiles, Item Categories and Item Category Determination, Subject Profiles & Categorization Schema, Service & Response Profiles, ERMS, Document Templates, Email Templates, Web UI configuration using UI configuration tool and AET.
• Defined and configured Business Roles as per the requirements of different user groups who will be accessing SAP CRM
• Business Processes involved are Service Requests, Opportunity and Quote Management, Incident Management, Campaign Management, Customer Interaction Center (CIC).
• Defect Tracking & fixes, Status Reporting and Client discussions to track change in requirements & providing estimates.
• Manual tasks and system Readiness Checks for the Production system under cutover activities.
• Worked on Post-go-live and Go-live support & Patch upgrade issues.

Environment: SAP CRM 7.0, SAP ECC 6.0

Confidential

SAP CRM Functional Consultant

Responsibilities:

• Involved in Client Workshops for the understanding of Business Process.
• Involved in Requirement Gathering for areas Web UI and Installed Base.
• Customized and Configured Role Config Key, Navbar Profile, Function Profile, technical Profile.
• Customized and Configured Business Roles. Created Custom fields in Web UI using AET.
• Created and configured custom Views and View Sets.
• Customized Web UI display for Business Roles using UI Configuration Tool.
• Documentation of design and configuration for the related components.

Environment: SAP CRM 7.0

Confidential

SAP CRM Offshore Lead

Responsibilities:

• Attended training sessions from the development team and have done Reverse KT.
• Conducted Process training sessions for the team members.
• Involved in the Post go-live and Stabilization phases of the application.
• Conducted Training sessions to the End-Users and also, prepared user-help documentation to ensure that they are well versed with the application.
• Prepared System Maintenance Technical Documents (SMTD) for every process implemented in the system and got them Signed-off from the client.
• Responsible for Maintenance and Incident break fix for processes Organization Management, Territory Management, Installed Base Management, Service Order Management, Warranty and Service Contract Management, Spare Parts Management, Resource Planning, Product Service Letters, Customer Interaction Center(CIC), Web UI and Mobile Service in integrations with Logistics.
• Analyzed and resolved issues related to Service Process with ECC Billing
• Provided support to the team members to resolve issues in complex scenarios.
• Responsible for handling communication between the end-users and the team.
• Conducted weekly and monthly status reporting with the team and client.

Environment: SAP CRM 2007, SAP ECC 6.0

Confidential

SAP CRM Functional Consultant 

Responsibilities:

• Involved in the Knowledge transition sessions from the Client and provided the transition to new team members.
• Prepared System Maintenance Documentation for the SAP CRM Process Flow and got the Sign-off from the Client
• Responsible for Analyzing and Resolving Incidents related to Sales & Service Processes and Middleware, while communicating with the End-users.
• Worked on issues related to Service Billing integrated with Finance module in ECC.
• Provided cross functional support for integration related scenarios with SD and MM modules.
• Monitored Bdoc & Queue failures; provided solutions for various Bdoc errors and re-processed them after resolving the reason for failures.
• Prepared problem resolution documents for the complex and repetitive issues reported in the system.
• Conducted weekly and monthly status reporting meetings with the Client.

Environment: SAP CRM 3.0, SAP ECC 4.7 and SAP ECC 6.0