SUMMARY

• 8+ years of Consulting, Lead and Manage Implementation and Support projects in SAP CRM and ECC - SD (Sales & Distribution) which includes 2 Full Cycle Implementations and 3 Rollout/Support projects. Adept in all phases of project life cycle, from concept through realization.
• Extensive experience in IT consulting, Business Development and Sales; in retail, wholesale, manufacturing and government business, over 20 years.
• SAP CRM experience includes system configuration, transaction processing, Campaign Management, Lead, Opportunity and Sales Order Management, Activity Management, Territory Management, Partner Channel Management (PCM), Market Development Funds (MDF) - Funds and Claims Management, Complaints and Service Orders, Interaction Center business processes and SAP CRM WebUI customization; develop questionnaires, scripts, SAP CRM Middleware settings and monitoring.
• Legacy System Analysis, Business Blueprinting, Gap Analysis, System Configuration, Design, Testing and User training. Create and Update of documents and delivery of RICEFW items.
• Thorough understanding of Enterprise structure - SAP SD Experience includes customizing customer master data, pricing procedures, quotations, sales order processing and copy controls for sales documents. Hands on experience and a good understanding of SAP CRM integration wif SAP SD in an Order to Cash (OTC) scenario.
• Cross functional activities involving SAP ECC, SAP BI, Web Methods, Siebel CRM and Complaint Handling System (CHS); lead interfaces related functional documentation and development.
• Conversion, Mapping and Migration of Legacy data using Legacy System Migration Workbench (LSMW) and External List Management (ELM).
• HP Quality Center - Create and execute test scripts.
• BMC Remedy Center - Sustainment/support activities as in post-implementation support; log tickets and document resolutions.
• Create training documents for Knowledge Transfer and conduct User Training.
• Thorough understanding of Change Management procedures and processes, documentation related to Change/Enhancement Requests, Transport Controls, Approval Workflows and Compliance adherence.
• Good understanding of business processes and teh macro level view of business goals and its relevance to CRM implementations.
• Excellent Client interaction skills; Interact wif all levels of users and project team members, multi-tasking, clear understanding and communication of requirements.

PROFESSIONAL EXPERIENCE

Confidential

SAP CRM Specialist

Responsibilities:

• Translated business requirements into functional specifications documents for Service contracts leading to Market Development Fund (MDF) process.
• Conducted Gap Analysis, designed process flows and aided developing Technical specifications.
• Created RICEFW documents for functional specifications (Reports, Interfaces, Conversions, Enhancements, Forms and Workflow).
• Led development efforts related to inbound and outbound Interfaces for Commission Accruals, Accounts Payable, Accounts Receivable and Dealer Master Updates.
• Designed process flows and worked wif technical team to create workflows for Initiatives and Claims.
• Designed and configured objects for Funds Management & Claims Management, such as, MDF Program, MDF Initiatives, Funds, Budget Posting, Reservations, Claims and Settlements including workflows.
• Lead Master data conversion and a management activities dat included Siebel CRM, SAP CRM offshore-onsite, SAP ECC- SD/FICO, SAP BI, non-SAP TIBCO, TStar and others.
• Lead /Performed Unit and Integration testing. Developed test cases, coordinated testing efforts wif various teams (onsite & offshore) in HP Quality Centre (HPQC).
• Conducted and coordinated training for primary business users. Developed User Training Manual, process flow Demos .
• Defined cutover activities (technical and functional) and hosted reviews for final cutover plan.
• Communicated risks and issues to Project Manager; participated in and contributed to GoLive activity planning and hyper-care activities including noledge transfer to AMS team.

Confidential

SAP CRM Lead Consultant

Responsibilities:

• Lead onsite/offshore functional and technical teams to review processes, analyze gaps, generate functional and technical specifications.
• Aided global teams in creating RICEF (Reports, Interfaces, Conversions, Enhancements, and Forms) objects.
• Lead activities related in SAP CRM Master data management, configuration in Territory Management, Campaign Management, Complaint/Service/Activity Management transactions, customize WebUI, SAP CRM Middleware settings. Spearheaded testing efforts by developing test cases, conducting and coordinating testing wif various global teams in HP Quality Center (HPQC).
• Aided in Change Management activities - Change Requests (CR) related documentation, creation and processing; process flow Demos for business users, and other stake holders.
• Worked as Project point of contact for teams in connecting systems like SAP ECC, BI, WebMethods, Sales Force, Siebel CRM, CHS, and others

Confidential

SAP CRM Lead Consultant

Responsibilities:

• Lead: CRM team (onsite/offshore model) for support and enhancements activities, dat included Tickets log, resolution, Release prioritization efforts, capacity evaluation for projected enhancement and change requests, testing activities for changes and releases, user training and maintain user training manual etc.
• SAP CRM configuration and error resolution for master data maintenance, Campaigns, complaints, territory management, activity management, sales and service orders.
• Middleware - monitor Bdocs, Idocs, trouble shooting and error resolutions
• HP Quality Center - Create, upload and Execute test scripts.
• Cross functional activities involving SAP ECC, SAP BI, Web Methods, Siebel CRM and Complaint Handling System (CHS)
• Change Management activities - Enhancement Requests (ER) and Change Requests (CR) related documentation, creation and processing; Effort estimation, task allocation and monitoring deliverables.
• BMC Remedy Center - ticket log and error resolution updates.

Confidential

CRM Consultant (Sales & WEB UI)

Responsibilities:

• Gatheird requirements, document process flows and write functional specifications.
• Configured for Customer and Product master replication from ECC; Sales & Activity transactions - inquiries, quotations, sales orders, exchange orders, credit memos; maintained copy controls, customized pricing procedures; inbound and outbound calls, complaints - for B2B and B2C scenarios.
• Customized navigation bars, work center links for business roles and assigned to users as per business requirements.
• Involved in middleware activities related to initial and delta loading of various objects from ECC 6.0 to CRM 7.0. Monitored queues for objects loading statuses and errors.
• Used LSMW to upload customer data into ECC; Used ELM (External List Management) to map business partners wif attributes in CRM.
• Conducted Unit testing, user training; participated in GoLive and post production support activities.

Confidential

SAP CRM Consultant

Responsibilities:

• Designed process flows to map existing processes.
• Configured for CRM Marketing scenarios - contact management, leads, campaigns, attributes and master data.
• Configured for SAP CRM Sales scenarios - transactions for Lead, Opportunities, Inquiries, Quotations, Sales orders; Questionnaires & Surveys templates.
• Participated in- user demos and testing.

Confidential

SAP CRM Consultant

Responsibilities:

• BRD preparation - Create Business process flows, Gap Analysis
• Create Functional specifications documents and get approvals from stake holders
• Configure Marketing scenario in SAP CRM - Organizational elements, partner functions, opportunity management, activity management, maintained Product Proposal for Cross/Up/Down-Selling, marketing planner and email campaigns.
• Provided support and created reference documents for user training.

Confidential

SAP SD consultant

Responsibilities:

• Functional specification reviews;
• Legacy data analysis; coordinate wif offshore on data migration efforts;
• Configured for OTC scenario in SAP SD
• Configured in SAP CRM for Customer and Product Master
• Test script reviews; Unit testing; UAT and user trainin