SUMMARY:

• Over 15 years’ experience as a SAP Techno - Functional CRM Consultant, including 8 FLC implementations and 3 additional upgrade projects.
• Experience includes focusing on providing hands-on configuration solutions for business problems involving Master Data, Middleware and the Web-UI within the Sales, Service and/or IC-Web/Cloud scenarios.
• 15 years techno-functional SAP experience. Most recently with CRM 7.0 EhP 2 and SAP CRM Cloud for Sales 0215 release
• 11 years SAP CRM, 3 years SAP SD and 1+ SAP Basis
• Around 8+ full life-cycle SAP CRM implementations (1 SAP ramp-up program)
• 3 SAP CRM upgrade projects (CRM 4.0 - CRM 2007, CRM 2007- CRM 7.0 and CRM 7.0 - CRM 7.0 EhP 2)
• 11 years data conversion planning and writing LSMW load programs using IDOCs for CRM business partners and materials
• 2 successful, adopted ALE solutions using CRM table T770S, ERP Tcode BD64 filter setup and enhancements around the CRM central person to pull employees into CRM from the ECC HR MiniMaster
• 1 successful, adopted SAP CRM Mass Territory Realignment process written and executed for a top pharmaceuticals company
• 11 years SAP CRM/ERP middleware setup and troubleshooting including RFC table configuration, SAP ECC Tcode PIDE setup of account groups to CRM classification, enhancements to map account groups to CRM roles, enhancements to pull over additional CRM product master fields and configured set types/attributes and Tcodes SMW02/SMWP (for example) for BDoc troubleshooting
• 5 years CRM Sales and Service Web-UI point of contact for configuring, enhancing and optimizing screens with the last 3 years focusing on CRM Service in-house repairs, service contracts, IBase/IObject, business partners and field service
• 4 years CRM Sales and Service functional security point of contact for requirements, blueprinting, new deployment organizational model setup, new role creation, enhancements and authorization support
• 15 years creating MS Access DB programs from SAP CRM and ECC table dumps to validate data loads, quality check online CRM versus BI data and provide prototypes to keep timelines in check when RICEF resources are temporarily unavailable
• 8 years using Solution Manager for Change and Request Management (ChaRM) with regard to transport management
• 10 years using Solution Manager for configuration and blueprint documentation
• 8 years using Mercury Quality Center for defects and quality testing
• 15 years extensive background in troubleshooting and support

COMPUTER SKILLS:

Languages: ABAP and SQL

Applications: SAP CRM versions 7.0 EhP 2 - 3.0, SAP R/3 and ECC versions 3.0D - 6.0, Mercury, Remedy, Microsoft SQL Server Profiler and Query Analyzer, SharePoint, Word, Excel, PowerPoint, Project, Access, Visio Pro and Microsoft Outlook

PROFESSIONAL EXPERIENCE:

CRM Consultant

Confidential

Responsibilities:

• SAP CRM Cloud for Sales Project Manager and Consultant depending on client requirements
• Participated in a Dealer Kaizen event as a SAP CRM Cloud for Sales expert
• Remote consultant responsible for configuration and IT knowledge transfer for the following SAP CRM Cloud for Sales functional areas:
• Business Roles and Security
• Territory Hierarchy and Realignment
• Organizational Structure
• Activity Management including MS Outlook Integration
• Leads and Opportunities
• E-blasts and Marketing Campaigns
• Abbyy Business Card Scanner and Google Maps Integration
• Legacy Data Import
• Data Analytics

Sr. SAP CRM IT Project Manager

Confidential

Responsibilities:

• Hands-on configuration
• Writing functional specifications for the RICE-F team
• Establishing business communications
• Unit testing
• Writing documentation
• Actively mentoring Support
• SAP CRM Service repairs, Service contracts, web-IC/web UI, master data
• SAP CRM Service Security Functional Point-of-Contact
• SAP CRM architecture, master data, ECC/CRM middleware, web UI configuration
• SAP CRM Sales Security Functional Point-of-Contact
• SAP ERP master data, cross customizing configuration, Order to Cash/Market to Sell
• Six Sigma Greenbelt certification received in 2010 (ERP SD/BI Dashboard)

SAP CRM Lead/ ECC SD Lead

Confidential

Releases: SAP CRM 2007, SAP ECC 6.0

Responsibilities:

• Participate as a SAP CRM Subject Matter Expert for Confidential, onsite, with the prospective customer during Pre-Sales activities
• Lead blueprinting workshops and write the ‘As-Is/Current State’ documentation including business requirements for the following areas:
• SAP CRM Territory Management, Incentive Compensation, Sales Rebates
• ECC/CRM Customer Master, Customer Hierarchy, Customer Relationships/Partner Functions
• Co-Lead multiple blueprinting workshops on: SD Sales (Order to Cash)
• Quality check and lead the effort for the following ‘As Is/Current State’ documentation (where applicable) including business requirements:
• SD Sales (Order to Cash)
• CRM Service (CRM Complaints and ECC returns integration)
• CRM Territory Management, Incentive Compensation and Sales Rebates
• CRM Marketing
• CRM Web-IC/Web UI

SAP CRM On-Demand Onboarding Consultant

Confidential

Responsibilities:

• Update a SAP distributed whitepaper focusing on groupware integration with Lotus Notes and SAP CRM On-Demand Wave 4
• Travel onsite for customer visits concentrating as the Subject Matter Expert from SAP CRM On-Demand during Field and Inside Sales Force training
• Participate in daily Web-Ex sessions teaching customers SAP CRM On-demand and how to best utilize the product according to requirements and scope documentation
• SAP CRM On-Demand includes the following focus and training: Sales Pipeline, Account and Contact Management, Marketing, Groupware Integration, Middleware between ECC and CRM, Service Tickets, CRM Interactive Reporting and Interaction Logs. All functionality is based on the new SAP CRM Web UI

SAP CRM Team Lead\Implementation Project Manager

Confidential, Rockwall, TX

Responsibilities:

• SAP CRM 5.0 Implementation Project Manager and technical point person
• ALE the stand-alone HR organizational model to CRM (organizational units, positions and employees) and then link the HR sales positions with the CRM territory management and the ECC/CRM enterprise sales structure
• Configure custom product set types and extend the API to ECC 6.0 to bring in non-standard CRM product fields
• Design and configure the new Confidential ’s Pride Sales territory management model
• Retrofit a legacy application showing end customers based off of a composite key from actual invoice information with minimal custom code
• Download all CRM Middleware customizing, conditions and business objects from the ECC 6.0 backend according to requirements
• Manage the IRM SDS 5.0 implementation of a third-party, hosted, sales force automation system, (Information Retrieval Systems, Sales Discovery System) for the Sales Department
• Manage the CRM Implementation project team of 36 employees and consultants
• Interview and hire two full time CRM employees and five consultants
• Techno-functional point person for the SAP CRM 4.0 system
• Monitored and troubleshot the CRM Middleware components including data flow between SAP R/3, CRM Online and CRM Mobile (Replication and Realignment queues)
• CIC WinClient profiles including action boxes (BOR and HTML transaction definitions)
• Activity journal configuration used as a means for pharmaceutical in-house call and field product inventory detailing
• Business partner attribute sets, target groups and campaign management
• Business partners and relationships
• Organizational structure
• Territory hierarchy and mass territory realignment
• Products and product hierarchy
• Developed LSMW data loads for business partner creation and update as well as business partner relationships via ASCII flat file to IDoc generation
• Co-Project Lead for the R/3 - CRM SAP Performance Project and Performance Team
• Project Leader for a data interface following employee creation and maintenance from the stand-alone SAP HR system, through CRM Online and CDB, to the legacy warehouse and its decision support systems including the incentives and compensation user interface
• Responsible for writing project proposals, change management requests, test scripts and transport forms required for both validated as well as non-validated SAP R/3 and SAP CRM systems

SAP CRM Field Consultant

Confidential, Newtown Square, PA

Responsibilities:

• Held requirements gathering sessions, developed functional and technical specifications, configured and developed for a successful full lifecycle implementation of a ramp-up CRM 4.0 for Pharmaceuticals implementation (CIC WinClient and Mobile scenarios)
• Designed, configured and implemented all master data including business partners and relationships, products, the organizational structure, territory hierarchy and data integration with R/3 and a legacy data warehouse including the development of LSMW programs for historical data loads
• Wrote test scripts for user validation and trained Super Users

SAP R/3 Senior Services Consultant

Confidential, Newtown Square, PA

Responsibilities:

• Delivered onsite consulting to SAP mission critical customers as a performance and process analyst with an SAP R/3 logistics background. User interviews were conducted and business requirements were gathered and associated with business process steps. System-wide monitoring transactions were used in order to watch the system throughout the day. Opportunities for improvement were presented to the customer with regard to business process management as well as technical optimization of the product. Emphasis was placed on verifying: change control, security, system administration and process performance
• Presented onsite system-wide Data Management and Archiving solution analysis and recommendations to customers based on: database size, monthly growth rate of top tables, user / business needs in terms of online data. Emphasis was placed on reporting needs, data retention requirements, and how to best avoid, summarize, archive, and delete data as a means for scalability, performance and an overall higher return on investment
• Provided EarlyWatch, GoingLive Check and OS / DB Migration reports to SAP R/3 customers containing analysis, identification and recommendations for the optimization of database, memory and CPU bottlenecks. Techniques included the use of SAP monitoring transactions to identify opportunities for increased performance of: expensive SQL statements and index selection, current system status (e.g., number and distribution of active users, task types and database size), response time of the most commonly used transactions and transactions with the highest resource consumption, and occurrence of system errors using dev trace files, system log, update, and short dump monitors
• Reviewed, proof-read, coached and graded remote and onsite reports, prior to customer release, as a part of the Quality Analysis team
• Delivered detailed, quality solutions to SAP CRM and R/3 customers via error reproduction in internal test and customer systems

SAP R/3 Global SD Support Consultant

Confidential, Newtown Square, PA

Responsibilities:

• Delivered detailed, quality solutions to SAP R/3 customers via error reproduction in SAP internal test and customer systems
• Acquired expert level knowledge of SD configuration, problem identification, analysis and resolution
• Sales and Distribution Customer Order Management Cycle - Order to Cash (Pre-Sales, Sales, Delivery, Goods Issue, and Billing)
• Text determination, partner determination, output determination, material determination and product selection; data transfer including configuration and coding behind copy control, requirements, routines, formulas and userexits
• Master data including the customer master, central address management, customer hierarchy and the material master
• Materials Management Third Party and Individual Order Processing and Procurement (Purchase Requisition, Purchase Order, Goods Receipt and Invoice Verification)
• Data Archiving
• Worked closely with both customers as well as SAP R/3 Development as an intermediary to better communicate and understand customer issues, convey program logic and identify missing functionality
• Identified as a top company performer and invited to participate in the SAP CEO Summit at corporate headquarters
• Mentored the new SAP Global Support SD team in Dublin, Ireland for one month

Senior Analyst

Confidential, Bryn Mawr, PA

Responsibilities:

• Created and analyzed queries and reports from access databases
• Participated in weekly network monitoring / telecommunications meetings
• Documented process flows, including the creation of the Help Desk Manual
• Traveled moderately for the purpose of Novell Netware client upgrades