SUMMARY

• Strong hands on experience in leading successful SAP CRM implementations.
• 10+ years of SAP CRM as Business Analyst/functional consulting experience.
• SAP CRM certified in 2005.
• Good understanding and working knowledge of SAPCRM 7.0, EHP1 and EHP2 and EHP3.
• Good Knowledge in SAP CRM Marketing, Sales, Service, Interaction center and E commerce and Variant Configuration.
• Good Knowledge on SAP CRM Middleware Application.
• Having over 16 years of IT consulting experience including over nine years of hands - on SAP CRM functional experience.
• I have contributed to my clients’ success by designing and implementing optimal technology enabled business solutions that align with the Clients’ mission, vision and purpose.
• Have proven track record of managing complex global projects where time to market is a key consideration.
• Having hands on experience implementing SAP CRM 7.0 EHP1, EHP2and EHP3.
• My work experience covers all stages of a major project from establishing a vision, system strategy, system requirements, business process blueprinting, creating prototypes, realization, testing, training and knowledge transfer through the final go live and support phases.
• I have strong process knowledge on SAP CRM Sales, marketing, Internet sales and Service modules.
• Also have strong expertise in SAP CRM functional configuration and Good understanding and working knowledge of Business Object Layer (BOL) and Generic Interaction Layer (GENIL).
• Good knowledge in Web UI and Middleware configurations.
• Proficient in using Quality Center for Requirements Management, Test Plan, Test Lab and Defect Reporting and Tracking.
• Has good expertise in analyzing Business/System Requirements documents and Use Cases, Also involved in SAP Implementations, Upgrade, Rollouts and Support projects.

PROFESSIONAL EXPERIENCE

Confidential, Northridge, CA

Business Analyst/ Functional Lead - SAP CRM

Responsibilities:

• Lead a team as business analyst and SME to implement for SAP CRM Service 7.3, Interaction Centre web client, and Middleware Applications.
• Configured the Business Roles for CSC, 24 hrs. Helpline in line with corporate securities and authorization.
• Configures work centers and Navigation bar to accommodate custom requirement.
• Configured different service transactions like complaint, RMA and Service Requests, problem and Incidents and business activities.
• Developed complex 7 levels of multilevel categorization for the Service requests and complaints.
• Defined catalogs, Code group and subject profiles for service transactions for problem and incident categorization.
• Configured Lean order and Lean complaints.
• Configured Ship to parties for the easy creation and assignments from CRM Web UI.
• Worked on creation of Z reports(activity, service requests and complaints) for the easy reporting Multi-level schema and Service Requests
• Replicated Customers, Material Master, Spare parts, and Equipment master data.
• Customized settings for Initial and delta load between ECC and CRM for Master data and Transactions.
• Carried out pricing downloads and territory uploads.
• Run regular synchronization using SDIMA for data consistency between the SAP Systems.
• Worked on interfaces between SAP and GE system for Physician and Insurance data consistency.
• Worked on the interface with web services for GE System for the transactional data for Returns and Exchanges through Idoc interface.
• Worked on interface between DMS system for the storing scanned documents and making them available for the business roles of Interaction center.
• Working closely with development team and business users.
• Driving the status calls and change management calls and cross functional meetings.
• Preparation of test plans, which specify testing overview, testing approach, testing strategy, roles &responsibilities and scope of testing.

Confidential, Saint Joseph MI

Business Analyst/SAP CRM Functional Lead

Responsibilities:

• Business Analyst/SME for SAP CRM to implement for SAP CRM Service, Interaction Centre web client, and Middleware Applications.
• Lead activities to manage the day today activities in the following business process in CRM, Customer experience center (CXC) and Trade customer services (TCS) and Middleware Applications.
• Managing the master data like business partners, hierarchies’ relationships, Product master, Installed base and pricing conditions and their replications.
• Integration/BoBJ Data Cleansing, Duplicate checks for the Business partners.
• Account Mgt, Activity Mgt, Sales Orders, and Lean Order Mgt, Interaction History, and CRM standard reports.
• Managed all middleware activities like bdoc monitoring and troubleshooting, initial and delta downloads of business partners, products, and pricing conditions form ECC to CRM.
• Worked on the Change Request for Complaints & Return Management, Debit/Credit memos.
• Worked on the change Request for Credit memo & billing management.
• Install Base/product Registration, Policy Adjustments, Reimbursements/Delivery Allowances, Resource planning and scheduling, and Email Management.
• Service/Dispatch, Knowledge Management/Inquira, Recall/Product Service Letter, Management, Product Exchange, Parts Quotation and Sales Order Creation.
• Worked on creation of various Z reports for the easy reporting on Safety / Recall Metrics / Reporting.
• Working closely with cross functional business and development teams.
• Driving the status calls and change management calls and cross functional meetings.
• Preparation of test plans, which specify testing overview, testing approach, testing strategy, roles &responsibilities and scope of testing.
• Developed detailed design and code configuration walkthroughs, creation of test deliverables.
• Developing Testing scenarios and Executing Functional Testing, Regression Testing and Interface Testing test cases.
• Uploading the Test Cases, Requirements, Test Plan, Test Data in to Quality Center.
• Monitoring Test Progress and communicating status and issues to the Manager and updating the status in solution manager.

Confidential

Project Lead/SME - SAP CRM

Responsibilities:

• Project Lead for SAP CRM Sales, Service and Middleware Applications with team size of 6 Members.
• Lead activities to manage the day today activities in the following business process in Sales and Service management and Middleware Applications.
• Co-ordination with Onsite and offshore team to ensure the deliverable within SLA.
• Customized the different order type’s Spare order, Return, Warranty and complaint to address business sales and service scenarios.
• Customized the item categories for the spare orders (Service parts).
• Analysis and recourse estimation for the Release work requests (enhancements).
• Configured CRM Web Client for account determination, Installed base, automated routing and incident/service requests and complaints, Service parts management.
• Configured Sap’s extended Business Activity to accommodate inquiry processing for complex business scenario using work flows.
• Worked to streamline the user statuses on inquiries, quotation and sales order, making it easier for common business user to understand the overall status of their engagement document.
• Managed all middleware activities like bdoc monitoring and troubleshooting, initial and delta downloads of business partners, products, knowledge base and pricing form ECC to CRM and to CDB.
• Data monitoring through Idoc interface with legacy system.
• Configured and executed data transfer between SAP CRM and ECC Backend (configuration master data and transaction data loads)

Confidential - Mossiville, IL

SME/SAP CRM Functional Lead

Responsibilities:

• Project Lead for SAP CRM, Internet Sales Application, ASC (CIC Win client), Variant Configuration and Middleware Applications with team size of 5 members.
• Lead activities to manage the day today activities in the following business process in CRM, ISA, ASC and Middleware Applications.
• Configured the XCM and IPC settings for the Engine Models to enable them to use in ISA.
• Successfully replicated the SCE objects to CRM.
• Creation and maintenance of the web shops and respective catalogue replication.
• Customized the different order types (Design to Order and standard Spare Part Order) to address business scenarios to handle custom built quote and standard quote in line with complex variant configuration.
• Configured Sap’s extended Business Activity to accommodate inquiry processing for Design to Order and standard Spare Part Order using work flows and web-dynpro application.
• Simplified the process of plant determination and plant partner determination for Quotation, sales order and inquiry.
• Worked on creation of various Z reports for the easy reporting on inquiries and PDF out puts.
• Worked to streamline the user statuses on inquiries, quotation and sales order, making it easier for common business user to understand the overall status of their sales document.
• Managed all middleware activities like bdoc monitoring and troubleshooting, initial and delta downloads of business partners, products, knowledge base and pricing form ECC to CRM and to CDB.
• Developed new RFCs and updated existing RFCs, BAdIs implementations and coding as per business requirements.
• Developed Idoc interface between PSQ system and ECC.
• Analysis of the CRM processes, issues & gaps and carry out configuration of Master data in CRM, Activity management, contract management and ISA enhancements.
• Providing the production support within SLA for smooth operation on daily basis.
• Co-coordinating with the off shore for Interaction with cross functional groups, interacting with the Business Analysts, A and I engineers, Dealers, Account co-coordinators and Account Managers.

Confidential, Sunnyvale

Functional Lead - SAP CRM

Responsibilities:

• Functional Lead for responsible for the identifying the scope, planning and monitoring and change control of the project during the project optimization state.
• Daily team interaction, Updates, status meeting and KT session.
• Efforts estimations on resource perspective and cost estimations on budget and deliveries point of view on release basis.
• Actively participated in finalizing the Process Definition Document for Installed Base Management, Extended Warranty/Service offerings, Service Registration and Part Requests and field services.
• Configuration testing on Business Roles, Account identification profile, Object profile, Action Profile, Business transaction profile, Navigation bar profile functions for WEB UI, Interactions, Customer Fact Sheets, Activities, Status Profiles, Case Management.
• Data Maintenance- Managing the master data and transactional data with accurate and timely Test data.
• Interacting with cross functional teams and change management Team in various stages of transport in Development, Quality, Pre-production and Production Servers till implementation.
• Developing test scripts and test cases based upon business and system requirements.
• Supported the post production support on the daily basis during hyper care and AMS stage.
• Test plans, Test strategy and Test activity planner preparations based on Business, System technical and Release specifications.
• Built the UAT scripts for the business validation and supporting end user testing.
• Co-Coordinating with Development team, IT and business team for the smooth releases.
• Performing the complete testing cycles of manual testing, negative testing and end-to-end regression cycles for the releases.