SUMMARY:

• SAP CRM IT Management Functional Solution Consultant with hands on experience on Service, Sales and Marketing. Deep understanding and Hands - on experience with Requirement gathering, process mapping in SAP CRM and knowledge of BW 3.5, BI 7.0 and BOBJ tools such as Crystal Reports, Excelsius Dashboards, WEBi etc.
• Excellent problem-Solving & Debugging abilities to resolve the challenges around most of the SAP Technologies like WebUI, Interaction Center UI.
• Experienced and Specialized in SAP SD (Pricing), R/3 / ECC 6.0, and CRM 3.0/4.0/5.0/2007/7.0 with an experience of 4 years on CRM Modules, 2 years in pure SD and 6 years of total SAP
• Recognizable competence & proven eminence in 3 full cycles Implementing SAP CRM 2 Cycles in R/3-SD.
• Configuration skills in Service Module include configuring Service contracts, Service contract Quotations, Service Process Quotations, Complaints & Returns management with Action Configurations, service order processing in Interaction center and WebUI, Service confirmations with R/3 Billing and Logistics integration, FI-CO integration, SLA Determination, Configuration of all Basic functions related to transaction processing.
• Hands on expertise in Service Modules also includeService Specific Product attributes, Installed base Management, Individual Objects, E-Service, Service Order Management, In house repairs, warranties and Case Management
• Configuration Skills in Sales Module includes the Sales order processing, Opportunity management, Sales Quotations and Contracts, Installed base Integration, R/3 Order replications; Delivery related processing in R/3. SD Pricing Integration, credit check functionality, Date Management etc.
• Deep Understanding and good knowledge in proto-typing, Blueprinting, configuring and customizing the key core concepts of SAP CRM including CRM Master Data, Base Customizations, Opportunity, Activity Management, Lead Management, Marketing Planning and Campaign Management, Trade Promotion Management, Projects Management, Segmentation, External List Management, IC web client Configurations & customizations,
• Expertise in handling diverse business scenarios in multiple industry sectors, Significant and Considerable understanding with the Business processes in Chemical, Software Services, IT Services, High-Tech, Electrical and Channel associated industry sectors
• Deep understanding and hands-on Middleware configurations for downloading the Master data components, Business Partner data, Product Master, Installed Base & I-Objects. Replication management including the Sales Order Replications, FICO Integration with CATS, Credit check, Debit Memos and Service processes.
• Experience in writing Functional Specs, Solution Design, determining the logic for GAPS, Testing and Training
• Substantial understanding on most of the CRM Components and Technical Objects like ABAP User exists, Business-Addin’s, BAPi’s, Idocs, BDocs, RFC Requirements, Middleware Configurations, WEB-UI Customization and Configuration, Common Middleware replications related to Customer Master, Pricing conditions, Product master, Enhancements and Document replications (Sales orders, Quotations, etc).
• Basic understanding on specifications for CRM Middleware plug-ins, Real time experience on functional side of Enterprise Portals 5.0 & 6.0, Web Channel CRM 2007 and 7.0. Good Understanding of IPC, Solution Manager with ASAP Roadmaps. Worked on Middle ware replications.
• Effective Interpersonal Communication, analytical, presentation & organizational skills, highly organized professional with expertise in necessary applications like MS-Office Suite,Ms-Visio, Ms-Project, Ms-Outlook,

SKILL:

• SAP CRM Functional Consultant, SAP CRM Lead and Opportunity Management, SAP CRM Sales, SAP CRM Master Data, SAP CRM Service Management, SAP ECC Order To Cash Management
• SAP SD Order To Cash Process, SAP SD Drop Order To Cash Process, SD Base Level Customization
• Requirement Gathering, Team Member in workshops, Participation in Fit-Gap Analysis, ASAP Methodology, Experience in JAD sessions, Requirement Gathering and analysis, Realization, developing functional specification documents including business process flows, mapping documents and Design Specifications, Production Support, End-User Documentation and Training
• CRM Base Customization, Configuration for CRM Master, Mapping of SAP CRM and ECC Master Data, Partner Determination Procedure, Org Determination Procedure, Text Determination, Dates & Action profile, Transaction Type Configuration, SAP CRM Web UI Configuration, Middleware integration aspects
• Configuration of Pricing (IPC), Condition technique, Web UI Customization, Multi-Level Categorization, Alerts, Broadcast Messages
• Experience in implementing Service scenarios like Service contract, Service order, Service confirmation, Service billing and Installed base management
• Knowledge of Business Processes and Integration Points in the areas of CRM, SD, FICO and other core business areas
• Excellent consulting skills, strong business acumen, strategic thinking, excellent interpersonal/communication skills; demonstrated team building and relationship building skills; exudes energy, motivation, and confidence.

PROFESSIONAL EXPERIENCE:

Confidential, Rochester, NY

CRM Functional Consultant- Service

Environment: CRM 7.0 / ECC 6.0

Responsibilities:

• Worked closely with the Business, IT team for requirement gathering, Solution recommendations, developing and Validating the Blueprint, identifying Gaps, writing Functional specifications, and Solution Documentation
• Configured the scenarios around the Service Processes, which includes defining the basic functions like date management, action configuration, Status Management, Text determinations, transaction customization and item determinations
• Configured the middleware parameters for equipment download including the Master data download with account group mapping, product categories, creating and assigning new custom set types and attributes
• Enabled the PKI service processes using the service orders, Service confirmations, and Service templates for Repair, preventive maintenance scenarios integrated with the Planned Service contracts, R/3 Integration from Planned vs. actual costing scenarios.
• Designed & configured E-Mail Response Management System (ERMS) to create business rules to process, acknowledge, route, and respond to incoming customer emails automatically using defined email templates and routing rules. Automatic assignment to the most appropriate processor, and then routing to the Agent Inbox of the assigned group or employee for processing.
• Hands on configuration in building the solutions for recommended solutions around the Interaction center service process including the alert modeler, Broadcast messaging, inbox search variants, Agent framework, Navigation bar configuration and other IC specific service scenarios
• Configured the Billing engine to be used for Services and to be billed in ECC for service contracts and Service processes, custom routines for Zone pricing, Approval procedures for additional discounts etc
• Configured the resource planning application to be used in integration with Mobile scenarios for Service fulfillment using the HR integration for availability templates and standard Canadian work schedule with an option to mark unavailability’s for training and vacation
• Determined the logic and wrote Functional specifications for the 25 enhancement objects based on ABAP Function modules, BaDi’s, Interfaces, Conversions and MiddlewareBDoc Enhancements

Confidential, St. Louis, MO

CRM Functional Consultant

Environment: CRM 2007

Areas worked: SAP CRM Sales

Responsibilities:

• Conducting workshops for requirements gathering and developing Functional Specification documents.
• Interacted with the Business Users in order to understand and finalize the design for responsible processes and integration with other processes.
• Involved in workshops for finalizing the data migration objects from legacy systems to SAP CRM system.
• Create functional specification documents for responsible processes describing use case diagrams and process diagrams.
• Download design for Master Data such as Product master, Customer Master, Employees etc., from I-Avenue (Legacy System) and ECC to SAP CRM.
• Creating Business process flow charts in MS-Visio with touch points, triggers, gateways etc.
• Defining roles and authorizations for users as per respective business functions.
• Worked on BOBJ reports to sync with the CRM dashboards by linking to the Business Roles.
• Involved in validation workshops with business and analyzing fits & gaps within the ‘As Is’ and ‘To Be’ processes.
• Design of Organization Structure and incorporating concepts such as Org. data determination, Partner Data Determination, Customer Attributes for transactions.
• Analyzing the reporting requirements and documenting the same for future use

Confidential, Augusta, GA

Analyst / CRM Functional Consultant

Environment: CRM 2007

Areas worked: SAP CRM Interaction Center

Responsibilities:

• Involved as an analyst/consultant in the requirement gathering process, specifically for the Interaction Center.
• Researched the capabilities of SAP CRM IC 2007 and presented them to the business
• Helped the business, map CRM offering to the current business process requirements
• Prototyped some IC Scenarios and presented to the business team
• Configured Multilevel Categorization, Account Identification Profile, Alerts, Broadcast Messages and IC-AGENT Business role to develop the prototype
• Involved in preparing the Functional Specification Documents for the implementation of SAP IC Web Client

Confidential, Minneapolis, MN

SAP Functional Analyst

Environment: CRM 5.0 / ECC 6.0

Areas worked: SAP SD & CRM Consultant

Responsibilities:

• SAP SD Order to Cash Consultant and CRM Sales Consultant
• Attended the CR100 Bootcamp training
• Acted as a subject matter expert to the CRM team for Confidential Order to Cash Process
• Worked with the Interaction center team to define requirements for Integrating the sales process in CRM
• Worked with the middleware team to replicate Sales Orders generated in CRM to ECC
• Interacted with the super users to capture high level business requirements and converted them to system requirements by prototyping Transaction Launcher connection to VF45, VF03 and VA03 and VA05 from CRM
• Helped the CRM team to prepare GAP analysis documents based on as-Is processes captured in interaction with accounting agents.
• Worked in the testing, Cutoff and Go-live stages for the project
• Helped with the end user testing and training
• Coordinated the central document repository effort for the project

Confidential

SAP SD Analyst

Environment: ECC 5.0

Areas worked: SAP SD Consultant

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 and 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, and 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.