SUMMARY:

• Overall 14+ years of experience in MySAP business consulting, Marketing, Sales and Service that includes 9+ years in MySAP CRM business consulting.
• SAP experience encompasses system configuration, GAP analysis, AS IS & TO BE process design, business consulting, solution implementation, extensive work on enhancements, testing (unit, functional and integration), data migration and analysis, cutover activities and production support.
• Strong experience in SAP CRM Marketing, Sales and Service in latest versions.
• Have Participated in Variety of projects, like implementation, enhancements & support. Have worked on 4.0, 5.0, 6.0 & 7.0 versions of SAP CRM.
• Comprehensive understanding of the business processes of Hi - tech, Telecommunications & Retail Industries, Automobiles, Electronics & Pharmaceuticals.
• Configured Master data and basic functions such as Business partners, Products, Organizational Model, Partner/Text/Date determinations, Actions, Status profiles, Transaction types, Item Categories etc.
• Configured and customized the key core concepts in Sales like Opportunity management, Activity management, Account & Contact management, Territory Management, Pricing etc.
• Good experience in Marketing Planning, Customer Segmentation and Campaign management, personalized email, ELM and lead management.
• Strong experience in Implementing Customer Interaction Center (CIC) Service request, Problem management, Knowledge article, Agent Inbox, Alert Modeler, Transaction Launcher, Scripting, ERMS, Call list, CTI Integration and other supporting process.
• Involved in Middleware Integrating both ECC and CRM systems to replicate master and transactional data.
• Designed and developed Installed base Management.
• Good Knowledge on all the CRM Service processes and Service Module.
• Conducted SAP CRM for Consultants, End users and assisting with the transition from the Legacy system to SAP.
• Proactive team builder and top performer in time-sensitive situations with the proven ability to identify requirements acquire business processes and convert resources into working solutions.
• Excellent interpersonal and consulting skills, Strong team working with proven ability to work creatively and analytically in a problem-solving environment.
• Excellent communication and self-organizing skills, high adaptability to new work environments and a strong team player with experience working with multiple teams across multiple geographies in the enhanced Global Delivery Model (GDM).

TECHNICAL SKILLS:

ERP: ECC4.7, ECC6.0, CRM 4.0, CRM 5.0, CRM2007 and CRM 7.0

Productivity Packages: MS Office, MS Project, Visio, Quality Center, Remedy, HP Service Manager, Ascendant, HP ALM, HP Open ALM

Methodologies: ASAP Methodology, SEI CMMI and Global Software

PROFESSIONAL EXPERIENCE:

Confidential

Solution Architect

Responsibilities:

• Involved in Implementation of Interaction Center sales/Service scenario
• Communicated with business stake holders and IT organization.
• Attended level 1 to level 5 requirement gathering sessions.
• Conducted technical JAD sessions (Joint Application Design).
• Identified CRM related BRQs (Business Requirements) and prepare HLD (High Level Design) documentation for sales and service area.
• Worked as FSP owner for various functionalities in SAP CRM area
• Prepared FSP documentation.
• Prepared LLD (Low Level Design) documentation.
• Analyzed WSDLs in eclipse and prepared mapping documents for web service interface calls with downstream systems.
• Tested the soap UI projects for real time request and response from the downstream systems.
• Prepared solution design as per requirement.
• Created new roles for Customer account, Billing Account, Subscriber and employee
• Configured number range for Customer account, Billing Account, Subscriber and employee
• Configured different address types for customer account.
• Created and configured Transaction Types for hard goods for New Activation, Add A new Line.
• Created and configured Transaction Types for soft operations such as change MSISDN, change SIM, cancel account, cancel line, suspend line, and change offer.
• Created and configured Transaction Types for Non JUMP and JUMP upgrade.
• Created and configured Transaction Types for Remorse Return/Exchange process and Warranty Exchange process.
• Created service request transaction types for service scenarios.
• Created new item categories for various types of business processes.
• Setup Item category determination
• Created and configured partner determination procedure, assign to transaction type.
• Created text types and text determination procedure, assign to transaction type.
• Created date types and date profile, assign to the transaction type.
• Configured settings for products. Create new categories and hierarchies.
• Assigned the hierarchies to the application area.
• Created new attributes and set types and assign to categories.
• Configured and Assign IC WebClient Profiles for IC Agent Desktop Applications, including Account Identification Profiles, Business Transaction Profiles, Navigation Bar Profiles, Transaction launcher profile, Framework profile and IC WebClient profiles according to the business requirements for Service processes, Telesales (Inbound), Customer service and Help desk support.
• Worked closely with the WEB UI/ABAP developers and quality assurance team to develop & test new enhancements ensuring and satisfy customer requirements and also making sure that new functionality do not adversely affect existing functionality.
• Defined Codes, code group profiles and subject profile for Service Request.
• Define the URL And defining the transaction launcher profile for accessing the Web pages through the IC WebClient
• Communicate with technical team to get the custom development done.
• Prepared unit test plans, share with testing team and co-ordinate to get the testing done
• Help testing team for creating test scripts and test plans and resolve sev. 1 and 2 defects.

Confidential

Consultant

Responsibilities:

• Involved in collecting high-level business requirements and fit-Gap analysis.
• Prepared Functional specifications for the gaps identified and worked closely with the ABAP developers and the quality assurance team to develop and test significant new functionality and enhancements ensuring and satisfy customer requirements and also making sure that new functionality do not adversely affect existing functionality.
• Involved in Implementation of Interaction Center.
• Configure setting for Sales Force Automation (SFA) which includes Account & Contact Management, Opportunity, Territory and Organization Management.
• Involved in Implementation of Order Management which includes sales order processing, integration of passport system, a mainframe system, ESOTC orders etc.
• Involved in Implementation of Services which include PLS: Plant Services (In House Repair),
• RSS: Remote Support System, FL: Field Labor, Q/C: Service Quotes and Contracts and
• ET: External .
• Worked on PLS (Plant Services/In House Repair) transactions which have logistic integration for reverse logic of (RMA) Return Material Authorization and debit memo/invoicing.
• Involved in Middleware configuration for master data/condition data and transactional data replication from ECC to CRM.
• Configured middleware setup for data loads.
• Worked on Middleware Administration Console
• Involved in trouble shooting of MW issues
• Involved in Middleware enhancement for equipment replication.
• Worked in SD pricing and verified the same in CRM.
• Defined condition table, access sequence.
• Created condition types for list price, discounts, markup etc.
• Downloaded condition types in CRM
• Created condition records for sales org and material.
• Downloaded condition records in CRM. Verified if those are in sync in ECC and CRM table.
• Setup pricing procedure determination based on customer, transaction type and sales org.
• Configured Business Roles, Navigation Bar profiles for Web UI Configuration.
• Configured BP Roles, Account Fact Sheet, Merge Accounts, Account Buying Center, & Marketing Attributes Sets for Account & Contact Management & Pricing.
• Configured two types of opportunity transaction types for different sales teams Inside sales and outside sales.
• Configured Business transaction type, Item Categories, Status, Action, Date, Partner determination & Text determination profiles for opportunity management.
• Worked on Web UI Configuration like adding fields, assignment blocks & defaulting skin.
• Worked on Solman to maintain functional specification, creating and processing change requests, transport requests and OSS Messages.
• Used HP Quality Center extensively for writing and executing test cases, also for creating defects.
• Involved to resolve the issues raised by users satisfying the SLAs defined by Client.
• Handled various tickets on various priorities & severities raised by end users.
• Closely worked with Operation scheduling team to setup batch jobs in control-M system
• Setup different variants for action profiles to trigger as a batch jobs.
• Defined and setup batch jobs for action profiles.
• Defined and setup Invoice batch jobs for different sales area.
• Design/Configure CRM Middleware. Creation of Bdocs, Bdocs modeling.
• Replicated Master data (BP, organizational and territory management data) and Transactional data.
• Replicated customizing and conditioned objects.
• Monitored replication status between ECC and CRM.

Environment: SAP CRM 7.0, ECC 6.0

Confidential

Package Solution Consultant

Responsibilities:

• Responsible for leading a Command Center team in services to customer in the Hi-tech sector.
• Provide day to day direction to the Command Center team and regular status to the Management.
• Establish Quality Procedure for the team and continuously monitor and audit to ensure team meets quality goals.
• As a Team Member, responsible for Analysis, design, development, testing and Support of SAP CRM Service and Sales solutions for new upgrades for Lenovo World Wide Group Limited.
• Provide CRM functional design solutions for customers, including full life-cycle implementation.
• Designing the Frameworks for the Interaction Center Screen
• Configuration of Interaction Center WebClient Screen
• Configured Action Box Settings, Scripting, Application Area, Alert modeller, NavBar profile
• Configured Toolbar, Script profile, Account identification profile, Business transaction profile,
• Framework profile, E-mail profile id, Campaign profile id, Trans Launch profile
• Configured Broadcast messaging profile, Agent inbox profile, Call list profile id
• Business partner long text profile, Categorization profile
• Configure and implement CRM functional modules, encompassing in CRM Service like
• Vendor Batch claims
• Dealer Profile Management,
• Warranty Claims management,
• Install Base management and Service Registration,
• Master Data and Transaction data
• Basic Functions and Profiles
• Define technical designs and develop and implement test plans
• Conduct detailed analysis sessions with end users and business subject matter experts (SMEs).
• Identify and administer CRM best business practices per business standards for functional processes.
• Managing Install Base management of Lenovo Group Limited Supporting end to end in Warranty claims management of Lenovo customers
• Maintaining complete Dealer Profile Management of Lenovo business world wide
• Maintaining and fixing any issue arising in SAP CRM out of Service registration with Lenovo machine products
• Supporting complete sales order cycle of Lenovo from Claim to order fulfillment.
• Supporting all pricing related issues which is faced while creation of sales orders
• Deliver new and complex high quality solutions to clients in response to varying business requirements
• Responsible for managing scope, planning, tracking, change control, aspects of the project.
• Responsible for effective communication between the project team and the customer.
• Translate customer requirements into formal requirements and design documents, establish specific solutions, and leading the efforts including programming and testing that culminate in client acceptance of the results.
• Utilize in-depth knowledge of functional experience in conjunction with industry and business skills to deliver solutions to customer.

Environment: SAP CRM 2007, SAP Portal for Sales and Service Scenarios, SAP ECC 6.0

Confidential

CRM Consultant

Responsibilities:

• Configured the required settings for Service Quotations, Service Contract Quotations and Service Agreements.
• Configured Complaint management, return Processing.
• Configured settings for Install Base Management and Enterprise Intelligence.
• Configured Warranty Management, Warranty Claims Management, Field Service and In-House/Depot Repair.
• Configured the required settings for Product Service Letter, Service Templates and Service Product Proposal.
• Configured the required settings for Service Resource Management and Skills & Qualifications Database.
• Successfully managed customer expectations while meeting project goals, objectives, major milestones and project deliverables.
• Configured CIC Profiles, Framework ID and also assigned the required Visible and Hidden Components including Action Box.
• Created Interactive & Reminder Scripting Structures, Scripting Profiles and assigned the Scripting Profile to the Workspace and to IC Profile.
• Configured the Settings for Product Proposal .
• Worked on Segment Builder, Business Partner segmentation and Target Group.
• Configured Marketing planning, Campaign management in the CRM system.
• Configured Opportunity management, Lead management and Activity management.
• Build cubes for CRM reporting like
• Customer Analytics
• Call Center Analytics
• Management Dashboard.
• Evaluated and studied client's business processes and gathered the client's requirements.
• Co-ordinated in AS-IS, TO-BE, Gap analysis, BPP, BPML, Test plans and user manuals.
• Co-ordinated with technical consultants to prepare technical specs and make them to understand the functional specifications.
• Configured pre- requisites settings in Middleware between R/3 and CRM.
• Participated in Testing, Developing, Production and Go-live.
• Customized the Master Data that includes, Organizational structure, Business Partners, Product and Product Catalogs.
• Configured the required settings for Account & Contact Management.
• Performed the required Baseline customizing, CRM Pricing and Billing.
• Build Cubes for Standard Reports like
• Booking Analytics
• Profitability Analysis
• Demand Planning Reports
• Sales Analytics.
• Trained the Power Users.

Environment: SAP CRM 5.0 SAP ECC 6.0

Confidential

Production support

Responsibilities:

• Studied and evaluated the client's business processes and gathered the client's requirements
• Based on the tickets, have studied and evaluated the client's business processes for the specific tickets online with the Client's Representatives.
• Solved Issues in Lead Management cycle.
• Solved Tickets in Marketing -BP Segmentation, Product Proposals.
• Configured Marketing planning, Campaign management in the CRM system based on the process requirements.
• Solved the CRM compatibility issues with other systems and modules.
• Customized Reminder and Interactive scripts according to client requirements.
• Created new transaction types, sales agents for the changed organizational model.
• Successfully met customer expectations while meeting Severity levels, Priority levels, Severity one issues along with the team.

Environment: SAP CRM 4.0 SAP ECC 4.7

Confidential

Sales Engineer.

Responsibilities:

• Monitoring day do day sales activity of software products
• Supervising and guiding the project team in technical and Strategic aspects for closing sales
• Monitoring and evaluating sales related technical problems
• Communicating directly with customers to ascertain project needs
• Serving as a liaison between sales and the core engineer group as well as the product-marketing group
• Working on system configuration for hardware requirement such as computer systems, Peripherals, spares like motherboard, Microprocessors, memory, hard disk drives and network switches
• Benchmarking power consumption, computing room temperature
• Serving as a primary engineering resource for sales team to assist with the technical and strategic aspects of closing sales

Confidential

System Engineer

Responsibilities:

• Maintaining infrastructure, networking and communication facilities to ensure efficient inter-office communication like email, Internet etc.
• Configuring Outlook/e-Mail, software installation, windows and NT troubleshooting, network printing setup
• Monitor day to day functions of servers and computer systems performance
• Supervising and guiding team project team to resolve technical issues
• Attending breakdown calls