SUMMARY

• Around 8+ years of SAP experience of which 8 years as SAP CRM functional consultant encompassing 3 SAP Full life cycle Implementations, up - grade and support projects.
• Good Exposure to Public sector, Manufacturing, Chemical, Petroleum, Pharmaceutical and Retail industries.
• Experience in ASAP methodologies: Scoping, Project preparation, Business Blue Printing, Realization and Go-live. Implementation from GAP Analysis till Cutover.
• Hands on experience with in SAP CRM & SAP SD, ABAP including various versions like SAP CRM 7.0 EHP 1, 7.0, 5.2, 5.0 &4.0 and SAP ECC 6.0 & R/3 4.7C.
• Base Customizing: Creation and Customizing business partners, Maintain business partner relationships, Org. Data Determination, Item Category Determination, Business Transactions, Hierarchies and categories, Copy controls, Partner Processing, Product determination, Activity Management, Pricing Procedure, Condition Technique and controls like Status Profile, Date profile and action profile.
• Sales & Service: Expertise in Quotation & Order Management, Listing & Exclusion, Free Goods Determination, Sales and Service Agreements, Contracts, Complaints and Returns, In house Repairs, Warranty Claims, Service Plans, Opportunity Management, Lead Management.
• Marketing Planning and Campaign Management: CRM Marketing Basic settings, Status profile, Date profile and Action profiles settings, Trade Promotion Management, Digital Asset Management, Personalized mails forms, field, selections, Partner processing, Authorization group setting, External List Management, Transaction, templates, Campaign Execution processes, Campaign Automation, Pipeline Management and CRM Marketing Integration, with SAP BPS for Key Figure Planning.
• Customer Interaction Center (CIC) Web: Experience in customizing IC Web client profile, Business Transaction Profile, Account Identification, Broadcasting Message, Navigation Bar, logical and direct links, Alert Profile (Reminder and Event Alert), Campaigning profile, Transaction Launcher Profile, Agent Dashboard, Call list Agent Inbox Settings and BSP Application.
• Middleware - Expertise in Middleware debugging, Bdoc Error Handling and integrating CRM & ECC for master & transactional data processing.
• Experienced in CRM Component Enhancement using UI configuration Tool, EEWB, AET
• SD customization and configuration experience in order to cash OTC, Customer Master, Material Master, Sales Order Creation, Pricing, Item Categories, Copying Control, Partner Determination, Output determination, Text Determination, ATP, Delivery and Billing.

TECHNICAL SKILLS

SAP: SAP CRM 7.0/2007(6.0)/5.0/4.0, SAP ECC 6.0/5.0/4.x

Office Products: MS Office, MS Visio, Lotus Notes

Lang/ Tech: ABAP/4, Java, BSP, C, C++, VB, SQL, PL/SQL

Databases: Oracle 8.x/ 7.x, MS Access

Testing Tools: HP Quality Center, QTP, Load Runner

Operating Systems: MS DOS, Windows 95/ 98/NT/ 2000/ XP, UNIX.

PROFESSIONAL EXPERIENCE

Confidential, East Hanover, NJ

SAP CRM TPM Consultant

Environment: SAP CRM 7.0 & SAP ECC 6.0

Responsibilities:

• Understanding the Business processes in details from the Business process owners and members of various teams via meetings, personal discussions, conference calls, workshops etc. and development of test plans for various scenarios.
• Creating Customer Plans for Concerned Territories and testing event creation for all the concerned scenarios.
• Testing Calendar changes in various releases in TPM and BI environments.
• Creating Payments and settlements for all scenarios and also deduction clearing both auto and manually.
• Testing Batch actualization and Maintain LE for all 2014 and 2015 data with split weeks and all reporting associated with this data.
• Testing all the integration points for HTP during Event execution and also HQ deals and Live funding.
• Testing Planning Layout changes, Trade Spend alignment and Gregorian event planning changes.
• Involved in all test cycles like Unit Testing, Functional Testing, Integration Testing, Sanity Testing, E2E Testing, UAT and Smoke Testing for different Scenarios in Trade Promotion Management Module Business Module in SAP.
• Expertise in HP Quality Center and perform automation using Worksoft Certify, developing Worksoft scripts for creating the TPM data and validation of the data using Worksoft scripts.
• Worked on different scenarios in Trade Promotion Management like Managing Customer Plans, Trade Events, Payment Requests, Fund Management, Pricing, Deduction Management, Accruals and TPM reporting in SAP BI.
• Lead a team at Offshore that contributes towards testing of Trade Promotion Management in SAP.

Confidential, St. Paul, MN

SAP CRM Consultant

Environment: SAP CRM 5.0 & SAP ECC 6.0

Responsibilities:

• Liaison with business onsite to understand their needs and address it.
• Work as service introduction for new projects. Manage outages according to Maintenance calendar and facilitate smoke tests with users and partners.
• Manage sap technical team to work on enhancements requested by the Business.
• Configured the Order Management, Complaints and Returns Management, with the integration of ECC for logistics.
• Customizing Partner Processing including Partner Determination Rules, partner relationships with Contact persons for sales transaction, set up of Organization Structure, Determination of Organization with the help of Org-Model Rule or Responsibility rule, Action definitions, Action profile, Etc..
• Customization of Interaction Center, IC Web client profiles, assigning profiles to the organizational units/positions, defining account identification, business transaction, Tool bar, Activity clipboard, Navigation bar profiles, defining agent inbox settings.
• Creating Interaction center Functional profiles in the CRM system based on the process requirements and Master Data related customizations.
• Coordinated with R/3 consultants in setting up Order fulfillment (Availability check, Delivery, Post goods issue and Billing processes) for the Orders generated through CRM
• Groupware Integration with third party server i.e. Microsoft Outlook and synchronized my tasks, appointments and contacts from CRM server to MS Outlook. Also integrated CRM calendar with Outlook.
• Responsible for resolving the issues related to both Sales and Service scenarios during the QA phase.
• Involved in requirement gathering, Writing Functional Specs, Mapping Documents for new BW/BOBJ reports and developments.

Confidential, St. Louis, MO

SAP CRM Marketing Consultant

Environment: SAP CRM 7.1 & SAP ECC 6.0

Responsibilities:

• Developed Marketing Campaigns using customer specific marketing criteria and tracked them in the marketing calendar.
• Set up key planning figures and used Key Performance Indicators in SAP CRM to generate in-place analysis of the campaign.
• Campaign Management configuration for functionalities like the Marketing Calendar, Marketing Planner and Campaign Automation.
• Configured marketing & campaigning elements, number ranges & external list management for uploading leads into system.
• Configuration for leads routing and opportunity creation based on qualification using standard Workflow templates.
• Integrated opportunity management, activity management and setup territory management.
• Surveys Questionnaires were designed for lead qualification using Qualification levels.
• I have expertise in analysis, design and implementation of the Trade Promotions business process for consumer business companies, with practical complete life cycle project experience implementing SAP Trade promotions.
• Business process consulting on Trade Promotion Management for companies implementing Enterprise solutions. Taking part in Blueprint sessions and workshops, providing business and technical advice.
• Lead full life cycle SAPTPMproject implementation managing onsite/offshore team. Involved in integration of all aspects of the business process in the project through blueprinting, configuration, development and process training.
• Expertise in design, configuration and development of all of the three main modules in SAP Trade Promotions: Funds Management, Promotion Planning and Claims management onCRM7.0 and EhP1
• Project management experience supervising offshore development objects and quality of offshore deliverables.
• Worked as SAP-TPMTraining coordinator and held various training sessions for project team and end users.
• Experience in business development and sales through contributing towards proposals, project bids and presales.
• Configured the Order Management, Complaints and Returns Management, with the integration of ECC for logistics.
• Customizing Partner Processing including Partner Determination Rules, partner relationships with Contact persons for sales transaction, set up of Organization Structure, Determination of Organization with the help of Org-Model Rule or Responsibility rule, Action definitions, Action profile, Etc..
• Customization of Interaction Center, IC Web client profiles, assigning profiles to the organizational units/positions, defining account identification, business transaction, Tool bar, Activity clipboard, Navigation bar profiles, defining agent inbox settings.
• Creating Interaction center Functional profiles in the CRM system based on the process requirements and Master Data related customizations.
• Configured authorization code in user status profile to control approval/rejection of contracts by certain group of users.
• Coordinated with R/3 consultants in setting up Order fulfillment (Availability check, Delivery, Post goods issue and Billing processes) for the Orders generated through CRM
• Extensively worked with SAP to resolve EHP 1 upgrade issues in many areas of CIC.
• Worked with development team to do custom development with the help of Rapid Application Tool and Application Enhancement tool.
• Involved in requirement gathering, Writing Functional Specs, Mapping Documents for new BW/BOBJ reports and developments.

Confidential, Raleigh, NC

SAP CRM Marketing Consultant

Environment: SAP CRM 7.0 & SAP ECC 6.0

Responsibilities:

• Worked in full life cycle implementation for Sales & Distribution - Enterprise Structure, Master data, Sales processing, Contracts, Agreements, Returns, Pricing, and Inter-company Sales
• Configuration of sales documents types. Setting up customer master data, Account Management functions and customer hierarchies.
• Configured opportunities in customizing to meet requirements which included identification of BP’s
• Customizing of Business Partner, Organization Model, Partner/Text Determination Rule, Product Hierarchies, Sales Transaction, and Status/Date/Action profile & Output Determination
• Performed Customized settings for quotations, sales order processing, contract management, product substitution, free goods functionality, ATP and Credit Check.
• Configured Catalogs, Code groups, Code group profiles, subject Profiles all together called as Categorization Schema.
• Created Marketing Plan, Campaign & Elements, Target Group and maintained Data Sources.
• Maintained authorization profiles for sales managers and sales representatives, individual churn rates for sales team or assign default churn rates through Pipeline Performance Management.
• Maintained and received feedback and also perfromed sprint methododly with users so that everything is upto date
• Developed Marketing Campaigns using customer specific marketing criteria.
• Created queries in Marketing Calendar to view and track specific campaigns.
• Created and setup editing mask to transfer marketing plan and campaign elements to R/3.
• Defined various models for Marketing Campaigns with specific target groups.
• Set up key planning figures and used the new KPI (Key Performance Indicators) in SAP CRM to generate in-place analysis of the campaign.
• .Configured E-Marketing including complex multiple Campaign auto determination procedure for B2B & B2C Scenario, Global and Personalized Product Recommendation.
• Configuring IC WEB Client like Creation of Web Client profile, Framework profile, Navigation bar profile, Business transaction profile, Email Profile, Alert Modeler and Transaction launcher profile.
• Configured customer interaction center (CIC) for Complaints, return management and solution database
• Customized installed based, service agreements, warranties for customer interaction center (CIC) (front office).

Confidential, NJ

SAP CRM Internet Sales Functional Consultant

Environment: SAP CRM 7.0, SAP ECC 6.0

Responsibilities:

• Analyzed business requirements and provided solution with in SAP CRM Sales & Service.
• Involved in preparation of Project Charter, Project Plan, Blue Print, DRF’s, HLD’s, LLD’s, Configuration Documents, Role Matrix, Test Scripts, User Manuals, Developed an End User training model, Etc,.
• Integrated & Configured Middleware SAP ECC & SAP CRM replicated the employee master data, Organization Structure, Customer Master Data & Product Master Data.
• Configured Account management, Categorization Schema, Configurable products within the Product Modeling Engine, Created Product Catalogs for the Web Shop, Enhanced Product Master Data with the help of Attribute & Set Types.
• Configured Business roles, PFCG roles based on the business process & Assignment of Business roles relevant user with in Org Structure of SAP CRM.
• Configured Service Request, Service Work order, Service Confirmation, Service Contracts, Pricing, Service Level Agreements (SLA), Knowledge Articles and the relevant item categories. Customized Activity management, Campaign management & Campaign Automation, Opportunity Assessment form, Mail Forms.
• Configured Transaction dependent data like Partner determination procedure, Text types, Text Determination procedure, User Statuses and User status Profile, Action Definitions and Action Profile, Date types, Date Rules and Date profile according to Business Requirement.
• Integrated Business process with custom developed components AAE (Authorization Approval Engine - SAP HR) for Approvals and routing, Involved in development of Eligibility Engine, Flexible Procedure.
• Extensively worked on the Project documentation and WRICEF objects.
• Solved the middleware issues by configuring the middleware parameters & set up the delta download.

Confidential, Pittsburgh, PA

SAP CRM Marketing Consultant

Environment: SAP CRM 2007& SAP ECC 6.0

Responsibilities:

• CRM Design involving Campaign Management, Market Segmentation, CIC Web Client, Lead Management, Activity Management, Opportunity Management, Pipeline Performance Management, Order Management, Case Management Product Catalog set up and Master Data Management.
• Perform regular maintenance of custom tables for tiger reassignment lists in account planning, channel partner reassignment list and email templates defined for various scenarios going out of CRM to prospects.
• Configured Resource management, Business Partners, Number ranges, Products, Organization Structure, Partner processing, User Status Management, Activity & Action profile, status profile.
• Customized Pricing comprising complicated price configuration, Condition technique setting in pricing, Condition records, Special condition types, Statistical condition types, Taxes, Agreements, and rebate
• Worked with Delivery & billing types and setting up Shipping Conditions and Shipping point determination.
• Worked with Sprint methodology for premium results for users.
• Marketing: Created target groups from marketing attributes of the business partners and external list.
• Planned and maintained sales quota targets for sales team, opportunities. Reviewed Sales pipeline analysis, target to date analysis and Sales pipeline change via PPM
• Created mapping formats that maps the data contained in the external list with standard business partner fields.
• Created Marketing Campaigns to generate Activities/Leads/Call Lists with Interactive script and passing them to IC Agents.
• Worked within Marketing Planner to create Marketing Plan, Marketing Attributes & Elements.
• Created/Customized the Web Client profile, Account Identification Profile, Navigation Bar Profile, Transaction Launcher and defined Business Transaction Profile and assigned BP Functions
• Personalized agent’s navigation area and configured Agent Inbox Profile and Action Profile.
• Design and Test Interfaces with third party systems (Lotus Notes, Pay metric etc).
• Configured changes and system enhancements via change management process
• Assisted the Middleware consultant in replication of transaction dependent data such as Master data, various transaction types, Installed Base, Pricing, Configurable products

Confidential, AG

SAP CRM Consultant

Environment: SAP CRM 5.2 & SAP ECC 6.0

Responsibilities:

• Involved in configuration of CIC profiles, setting up of action box, Alert modeler, navigation bar profiles and other agent functions.
• Configured different types of Service Transactions, Status Profile, Business Partners and Business Partners determination in different Service transactions.
• Created new partner processing procedure, Partner Functions and access sequence for Service Transactions.
• Responsible for configuring Service product proposals through relationships, IBase Management.
• Integrated SAP CRM and ECC 6.0, Created RFC destination, logical Client, Site, Subscriptions.
• Did the initial load of Adaptor Objects like Business Objects, Condition Objects & Customizing Objects. Error analysis for the Smother delta load.
• Integration of CRM Billing to ECC FI-CO, Initial load of Pricing procedure, Condition type and Condition records, Configured Pricing Procedure in CRM.

Confidential, Middletown, OH

SAP CRM Functional Consultant

Environment: SAP CRM 5.0 & SAP ECC 6.0

Responsibilities:

• Involved in the functional requirements gathering
• Participated in the blueprint and prepared the functional documents such as Process Definition Documents (PDD) and Process Flow Diagrams (PFL) and conducted the workshops for the end users
• Assisted in developing the Service Delivery Model (SDM) for the Employee Interaction Centre and Case Management
• Involved in gap analysis and prepared the Functional Design Documents (FDD) for the E IC
• (Employee Interaction Center) and Case Management
• Integration between the SAP CRM and SAP ECC (HCM, SD, FI/CO, MM, PP, BI)
• Configured Employee Interaction Center Web Client to handle inbound and outbound communication on multiple channels
• Configured EIC web client by defining the Organizational Structure, EIC roles and Profiles
• Configured Case PC-UI by creating case types, classification catalogs, category values, reasons, priorities
• Configured Case Management PC-UI for creating the cases, entering case notes, assigning activities for cases, actions for case processing, linking HR business transactions in case and closing the cases
• Worked on Computer Telephony Integration (CTI)
• Involved in end user training and support

Confidential

SAP CRM Consultant

Environment: SAP R/3 4.6B, AS400

Responsibilities:

• Configured Account Groups, for customer master: Field selection, Assignment to partner functions, definition of new partner functions and partner determination
• Configured listing & exclusion for materials.
• Worked with various Sales Orders, Sales contracts, Delivery types, billing types
• Worked with setting up of Shipping Conditions and Shipping point determination
• Worked on automatic route determination and freight code determination
• Configured Delivery processes which includes Shipping document, Organizational units in shipping, Controlling elements of delivery process, Functions relevant for shipping in sales order, Creating and processing deliveries, Picking Process, Packing processes, Outbound delivery
• Configured the sales contracts and sales agreements for scheduled agreements
• Logistics information system is configured and activated for Sales, Delivery and Invoice related reports for the Business
• Copy control of pre sales documents to Sales documents and Sales document to shipping documents to order and Shipping to billing documents are established
• Customized Credit management and activated for sales areas
• Maintained discount structures specific to customer, material
• Customer master record configuration in view of pricing and customer grouping