SUMMARY

• 11 years of total experience in Health Care, Pharmaceuticals, Manufacturing, Telecommunication, Energy, ISU - Gas and Utilities which includes 9 years of rich and insightful SAP CRM Functional experience in designing, implementing, customizing, configuring, integrating, testing, document preparation, user training and production support..
• Started my career as an SAP Sales and Distribution Functional Consultant and completed 4 End-to-End Full Life Cycle CRM Implementations in CRM 7.0 and CRM 5.0, 2 migrations in SAP CRM and 2 End-to-End Full Life Cycle Implementations in R3 Sales & Distribution.
• SAP’s implementation methodologies such as ASAP, Solution Manager and business process cross functionality integration of SLX and SAP CRM wif SAP R3 - SD/MM, APO and BI.
• Extensively worked through all teh stages of ASAP implementation such as Project Preparation, Sizing and Blueprinting, Functional & Technical Development, Final Preparation and Go-Live.
• As a Senior Lead CRM Consultant, had worked wif teh C-level executives, IS - Business Leads and Business Users, 3rd party supply chain partner team members on Data Gathering, Analysis & Management of Requirements, Business Reengineering, Business Process flow, Business Process Modeling, Business and Functional Analysis, Systems Analysis, Quality Assurance, Use case analysis and design, user support, problem solving and documentation.
• Transformed high level and complex business requirements into SAP Practices for implementation in SAP CRM.
• In Depth understanding of teh AS-IS and TO-BE business processes, Gap Analysis and experience in converting these requirements into technical specifications, preparing test plans, test cases using tools such as Mercury Quality Center, test scripts, test reports and troubleshooting.
• Facilitated User Acceptance Testing (UAT) wif teh stakeholders and teh business users as well as creating expect functional specifications, training teh End Users; conducted requirement-gathering sessions, feasibility studies and Impact Analysis, Cost/Benefit analysis, Risk analysis and base-lining acceptance criteria.
• Experienced in usability deliverables including surveys, usability test plans and scripts, and usability test reports. Technical noledge, understanding and hands on experience in SAP CRM JAVA 2007(Business Objects and Backend Objects), SAP Workflow, SAP Enterprise Portal 7.0, J2EE, Struts, XML, XSL, Linux/Unix commands, Shell scripting and Javascript as a Functional Consultant.
• Involved in Middleware customization, BDoc modeling, RFC, Replication and realignment of BDoc and data exchange wif R/3. 2 years of experience in Sales & Marketing using Sales Logix Application, Business Development and SAP Core Team Member in teh fields of Chemical, Energy, Gas and Automotive Industries for ASCO - India, an Emerson Electric Company, headquartered at St.Louis, MO.
• An Excellent Team Player sharing noledge and providing guidance in design, configuration, interfacing/integration and development activities; Outstanding leadership and team building skills, Strong Interpersonal, Organizational and Communication skills combined wif Self-Motivation, Very Detailed, Deadline driven self starter wif excellent troubleshooting support and Project Management Attributes such as Change management, Quality Management, SLA Metrics and Configuration management

TECHNICAL SKILLS

Master data and Basic Functions: Organizational Data Setup, Business Partners, Products, Partner/Output/Text/ Data determination, Actions, Transaction types, Status Profile, Date profile, Incompleteness check, Text Management, Item Category determination, Copy Control, Follow up transaction, Pricing, Billing, Middleware, Activity Management, Opportunity Management, and Territory Management.

Sales & Marketing: Lead Management, Territory Management, Marketing planning, Campaign Management, Opportunity and Contract Management, Trade Promotion Management, Customer segmentation, Creating target group, Campaign Execution, Global, Personalized Product Recommendations, External List Management, CRM Leasing, B2C Campaign Execution and B2B Campaign Execution Product proposals, personalized mails, Campaign analysis.

Service: Service Orders, Knowledge Management, Request Management, Complaints and Return Management, Installation planning, Installed Base Management, Service Products, Warranties, SLA Contract Management, Spare Part Management, Qualification settings, Appointment configuration for service orders and exposure to Global Trade Services (GTS).

E - Commerce: (Web shops in B2B, B2C scenarios) Web Shop and User Management, Product Catalog design and setup, Order and Contract Processing, Product proposals and Accessories, ATP Check, Search products by variants.

PROFESSIONAL EXPERIENCE

Confidential

SAP CRM Solution Architect and Functional Configurator

Environment: CRM 7.0 EHP1 E Commerce - Web Interaction Center, ECC 6.0, EP 10, Net weaver 2004s BI 7.0, MDM Siperian, WebMethods, KNOA, HPQC, etc

Responsibilities:

• Handling all functional/ techno-functional configurations as part of Sales Order Management(Order to Cash cycle) and CRM Sales/E Commerce- Web UI/Web IC
• System Integration during teh new systems built up wif non SAP systems. Configuring teh middleware between ECC and CRM and other interfaces wif MDM, Web Methods, etc
• Responsible for Version Upgrade from CRM 5.0 to 7.0 and teh Service Pack Upgrade from SP12 to SP17 and resolved all conflicts using SPDD and SPAW; Worked in NWDI to resolve conflicts
• Functional Lead wif noledge in HPQC, ABAP-BSP/JSP debugging and CRM Middleware
• Converting teh FDS and TDS as per teh SDLC formats; building FS for new requirements
• Responsible for teh day-to-day support activities dat are being carried out in teh call centre as well as teh IT Team; Requirement gathering wif Business Users and reporting to IT/Business Leads directly; SPOC between teh business and CRM Team on Sales Order Management
• B2B/B2C Web Shop Management, XCM Administration, TREX Index server Configuration, CRM Catalog/Product catalog setup and publishing into Portal, Variant Configuration, Setup and Maintaining Partner Product Range(PPR), CRM Inclusion/Exclusion, Managing web shop pricing by making sure teh pricing procedures are updated wif ECC, Managing global templates
• Making sure Business Partner and Product Master Data are consistent among teh systems, ECC and CRM, Account and Contact Center Management, Territory Management, Segmentation
• Responsible in teh workflow configuration, assigning teh events to their respective tasks and enabling them to trigger teh appropriate program and functional module.
• Creating and assigning appropriate profiles to teh appropriate users
• Setting up of CTI and coordinating wif Genesys(Verizon softphone) in routing calls into teh SAP system and debugging in case of any issues.
• Hands-on role which includes: configuration of SAPCRMsystem, conversion of data, unit/integration testing,businessprocess documentation, development of training materials, and teh delivery of end user training.

Confidential

TEMPPrincipal CRM Consultant & Lead Configurator

Environment: SAP CRM ISU 7.0, ECC 6.0, EP 10, Net weaver 2004s BI 7.0, HPQC, etc

Responsibilities:

• Working as a TEMPPrincipal CRM Consultant, serving as a bridge between teh clients and teh internal team, end-to-end from gathering user requirements-complaints and responsible for delivering solutions and support services theirby guaranteeing customer satisfaction
• Responsible for teh Design, Blue Printing layout, Incorporating teh change in Business Rules and delivery of solutions as per teh design; Strong noledge in teh Service Cycle and integration wif internet sales and interaction center.
• SAP CRM 7.0 / ECC 5.0 Environment wif Customer Service and IC WebClient including CRM Web Channel
• Installed base management and Resource Planning Tool Configuration
• Well versed wif all IS -Gas & Utilities EDI market transactions - Enrollment, Service Orders, Moveout, Disconnect and Billing as per ERCOT, Texas, Pennsylvania, New Jersey and Illinois markets.
• Service Order Management, Contract Management, CRM Leasing, Product Registration, Complaints and Returns management, invoice-usage based meter staging, billing and setup of payment wif an inclination to Financial and AR reporting
• Warranty and Claim Management wif Field Service and Mobile E-Service
• Responsible for Data Replication and noledge on CRM Middleware
• Performing modifications, code review and enhancements as per teh user requirements
• Responsible for studying and implementing teh changes in Business, Functional and Technical Development.
• Few major projects include implementation of contracts/products, setting up of Customer Master and Product Master, EDI transactions
• Detailed drafting and technical researching on CTI implementation to provide teh statement of work and implementing teh same.

Confidential, MN

SAP CRM Architect

Environment: mySAP CRM 2007, R3 SD ECC 6.0, EP 7.0, Net weaver 2004s BI 7.0.

Responsibilities:

• Preparation of scope document and presentation based on teh RFP requirements
• Project Preparation and Blueprinting - Analysis of salesforce.com - SAP CRM integration
• Conducting of workshops and generating global templates
• Understanding teh User Requirements on Sales Logix Application, Business Process, Analysis of “As-Is” and “To-Be” Business Process, Gap Analysis and preparation of QADb, BPML, Business Blue Print, Baseline and Final Configuration
• Specifications and documentation for teh Configuration of Service Orders and Contracts, Installed Base, Complaints and Returns, Warranty and In-house repair, Resource Planning and Scheduling and IC Web Client CTI implementation.

Confidential, Peoria, IL

SAP CRM Consultant

Environment: mySAP CRM 2007, R3 SD ECC 6.0, EP 7.0, Net weaver 2004s

Responsibilities:

• Responsible for Version Upgrade from 4.0 to 5.0 and tan 7.0, resolving teh SPDD and SPAU conflicts and later fine tuning teh technically upgraded CRM system.
• Carryout teh impact analysis on pain areas to ensure smooth transition on technical upgrade
• Technical object adjustment for business solution requirement
• Initial set up and configuration of teh local environment
• B2B/B2C Web Shop Management, XCM Administration, TREX Index server Configuration, CRM Catalog/Product catalog setup and publishing into Portal, Variant Configuration, Setup and Maintaining Partner Product Range(PPR), CRM Inclusion/Exclusion, Managing web shop pricing by making sure teh pricing procedures are updated wif ECC, Managing global templates
• CRM Catalog/Product Catalog Setup, Partner Product Range(PPR), Exclusion/Inclusion set up, Publishing Catalogs on Web Portal, Integration wif TREX and ECC
• Configuration of Service Orders and Contracts, Installed Base, Complaints and Returns, Warranty and In-house repair, Resource Planning and Scheduling in teh upgraded system
• Setup of service functionalities such as I- base management and SLA contracts
• Analysis of Business objects, Backend objects and Functionality wif reference to CRM 6.0
• Step-by-step migration from SAP CRM 5.0 version to 2007

Confidential, Murray Hill, NJ

SAP CRM Consultant

Environment: mySAP CRM 2007, 5.2, R3 SD ECC 6.0, EP 7.0, Net weaver 2004s BI 7.0.

Responsibilities:

• Understanding teh CRM 5.0 ISA Architecture and Creation and Customization of business partners
• Creation and configuration of Products, Product catalogs and list of characteristics
• Involved in teh replication of various business transactions as similar to teh client server
• Worked on teh Organizational Model and Territory management
• Developed, enhanced and maintained teh Web shops and Portals for B2B and B2C Users
• CRM Catalog/Product Catalog Setup, Partner Product Range(PPR), Exclusion/Inclusion set up, Publishing Catalogs on Web Portal, Integration wif TREX and ECC
• Worked extensively in teh Internet Pricing and Configurator(IPC), developing user exits in JAVA from teh ABAP user exits
• Worked exhaustively on XCM, Shop Admin settings (B2B/B2C).
• Configuration of Service Orders and Contracts, Installed Base, Complaints and Returns, Warranty and In-house repair, Resource Planning and Scheduling
• Worked in NWDI extensively, extending business/backend objects, customizing teh package for BOC, changing/updating teh look and feel based on client’s requirements, initial preparations and solving conflict resolutions after service pack upgrades and version upgrading from SAP CRM 5.0 to SAP CRM 5.2
• Modified files and transported activities from DEV environment to CONS (QA & PROD)
• Sales transactions mapping between CRM and R/3
• Worked on Central User Administration(CUA) and TREX Search Engine Configurations
• Customized teh settings for each object and integration of new components
• Partner Determination, Output Determination, CRM Billing
• I- base management, Installation planning and managing SLA contracts
• Extensively involved in creating Product Master particularly in teh areas of Product Hierarchies, Categories, Set Types and Attributes and assigned teh Product Master to responsible Sales Units
• Created interactive scripting which guides agent in customer interactions
• Involved in giving training for Shadow resources
• Worked at BOC - Sydney for 6 months during teh roll out, service pack and support upgrade activities

Confidential, CA

SAP CRM Functional Consultant

Environment: CRM 5.0, ECC 6.0, SD, MM, FI-CO, EP 7.0, NW 2004s BI 7.0.

Responsibilities:

• Development of dynamically changing B2C catalogue templates as per teh client requirements and responsible for teh development, testing, replicating teh same to teh TREX INDEX server, migrating to Production, Go Live and Post Go Live.
• Responsible for teh Web Shop Management, XCM Administration and IPC console - converting ABAP to JAVA user exits and IPC consistency checks.
• B2B/B2C Web Shop Management, XCM Administration, TREX Index server Configuration, CRM Catalog/Product catalog setup and publishing into Portal, Variant Configuration, Setup and Maintaining Partner Product Range(PPR), CRM Inclusion/Exclusion, Managing web shop pricing by making sure teh pricing procedures are updated wif ECC, Managing global templates
• CRM Catalog/Product Catalog Setup, Partner Product Range(PPR), Exclusion/Inclusion set up, Publishing Catalogs on Web Portal, Integration wif TREX and ECC
• Responsible for maintaining teh data consistency between teh R3 and CRM by way of replicating teh business partners, product masters, relationships and pricing.
• Enhancing teh look and feel by way of desired templates and classification provided by Sony.
• Requirements gathering, analysis and development of global templates for India, USA and Australia
• CRM Sales and Service - Integration wif teh Call Center

Confidential, Dallas, TX

SAP CRM Functional Consultant

Environment: CRM 5.0, ECC 6.0, SD, MM, FI-CO, EP 7.0, Net weaver 2004s BI 7.0.

Responsibilities:

• CRM Functional Consultant along wif teh back-up Dispatcher for teh G2PATH Team.
• Manage team dat consists of both functional and technical analysts, including Basis, ABAP developers wif expertise in teh majority of SAP modules.
• Supporting customers in all phases of teh project implementation; ensuring high levels satisfaction among project stakeholders.
• Providing support to teh operating groups in their marketing and sales activities, Train-Teh-Trainer Program and assisted in End-User Training and Resolve queries from end users.
• Involved in Full life cycle implementation and production support.
• Developing Functional Specifications, Review of Technical Design, Implementation and Testing.
• Maintaining Business Partners, Creating Business Partners, BP Types, Roles and Grouping.
• Maintained Various Transaction Types, Activity, tasks, Lead & Opportunity.
• Involved in Marketing Planning and Campaign Automation and TPM.
• Created BP Marketing Attributes, Maintain Attributes and Attribute Sets and assigning them to BP’s.
• Created Attribute Lists dat are used in teh process of creating actual Target Groups as part of teh Segmentation Process in Marketing
• Transactional processing, created Date profiles, Status profiles, Incompleteness Check, follow up, copy transaction, Item category determination, Text management.
• Extensively used ELM in teh creation of target groups for targeted campaigning.
• Do CRM developments on need basis through a mix of onsite and offshore activities.
• Test teh functionality of personalized mail forms and e-mail opt-out mechanism.
• Responsible for Quality Assurance of G2PATH System.
• Responsible for Quality Assurance of CRM Online, Mobile Sales and EP.
• Research on integrating Black Berry wif CRM and research on CRM Archiving.
• Research on expediting Imports and Exports, Regulatory Compliance, Trade Preference Management and Restitution Management.
• Involved in teh CRM Data Cleansing requirements wif First Logic and Trillium software
• Do data Quality assessment on business partner data in a SAP CRM environment
• Providing training, coaching and support to project team members; review and manage integration of team members’ work

Confidential, Valley Forge, PA

SAP SD Consultant

Environment: SAP R/3 Enterprise Core 4.7

Responsibilities:

• Understanding teh User Requirements, Business Process, Analysis of “As-Is” and “To-Be” Business Process and preparation of Business Blue Print
• Created different sales documents types, product proposals and maintaining master data
• Mapped an Organization Structure for SD, created pricing procedures in order to bring consistency in pricing, created different account group for Institutional customers in order to has one Sold to party, one payer, one bill to party and different Ship to party, so as to accommodate teh reconciliation of account at one point
• Integration wif other modules, providing training to Core User on SD process (order, delivery, billing, interfaces), prepared QAdB, review and presentations to team and client, prepared Business Process Master List and Procedures, prepared GAP analysis and Unit testing
• Base line configuration of SD & other modules integration (MM & FI)
• Coordinating wif teh other Functional Consultants for teh timely closure of teh Work Orders

Confidential, CA

SAP SD Consultant

Environment: SAP R/3 SD Module 4.6C; ABAP/4; Windows NT

Responsibilities:

• Understanding teh business process (AS-IS), study and analyze teh workflow to design solutions (To-Be Analysis).
• Prepared Business Blue Print based AS-IS and TO-BE Documents and GAP-Analysis.
• Configured Sales, Delivery, Invoice Document types and Pricing Procedures
• 3rd Party, Cross Company & Stock Transport Processes
• Monitoring / Reprocessing 940 / 945 IDocs from SAP to Nestle Legacy Systems
• Involved in Process Documentation, imparted training to users on teh OTC Process before and after go live, defining priorities, scheduling and assignment of LUWs (Logical Units of Work)
• Provided daily / weekly/ monthly updates & reports
• Ensured successful facilitation and execution of project plan deliverables / deadlines