SUMMARY:

• 10 Years of experience in implementing SAP Hybris C4C and SAP CRM for the modules of Sales, Services and Marketing. Expertise in client management with Technical & Leadership abilities for global clients in Delivering Optimal Results and Business Value across High - growth Environments.
• Ideal for leadership role with fast track, in challenging business environments demanding high standards of quality and precision, bringing the following transferable:
• Experience in interacting with clients regarding the requirement gatherings and any change management.
• Experience in Scoping, Fine Tuning, Analysis, Design, Development and Support Activities.
• Experience in SAP Hybris C4C implementation, integration with On-premise systems.
• Good knowledge on SAP C4C Project Tenant Landscape and Launch Methodology.
• Good knowledge on Data Integration concepts like Communication Systems, Communication Scenarios, Communication arrangements, ID mapping and Code list mapping.
• Experience in C4C UI configurations like Work Centers, Business Roles, Scoping, Reporting, Dashboard, Access Restrictions, Workflow Rules and Layout Changes.
• Track record of working with various clients of multiple geographies in multiple MNC's for Implementation and Production Support Projects.
• Advised clients on a variety of business process services that helps to identify, assess, manage, and measure the organization's capabilities.
• Extensive experience in the Client and Business Users on the working knowledge of SAP Hybris C4C and SAP CRM systems.
• TCS On the Spot 2018, in recognition for stabilizing the project with five modules after acquisition from IBM. Completed the KT's and playback sessions with hectic deadlines and well within the quality and budget parameters.
• IBM Deep Skill 2014, in recognition for taking up a new module without experience and for receiving client appreciations in a short span of time.

TECHNICAL SKILLS:

Databases: Oracle

Packages: MS Office

Languages: C, Java, HTML, SQL

ERP: SAP Hybris C4C, SAP CRM 7.0, SAP ECC 6.0

OS: Windows 95/98/2000/NT/XP, DOS, Unix

Other Tools: HP Quality Tool, HP SM7, BMC Remedy, HCL Service Manager, Jira, TFS, Rally

PROFESSIONAL EXPERIENCE:

Confidential: Plano, TX

Responsibilities:

• Worked on both Implementation and Support for the Project.
• Gathering Business Requirements, Scoping and configuring C4C system for Marketing and Sales.
• Configured Master data scenarios like Accounts, Account Address, Account Hierarchies, Employee, Contact Address, Material, Sales Organization Structure, etc.
• Configured communication systems.
• Worked on C4C-ECC Integration through PI web service to perform ECC search functionality.
• Worked on custom work center to perform Automatic Assignment of Investigator.
• Worked on Business Role definition, User management and Workflow Management.
• Configured Organization Structure.
• Responsible for Data Validation and Migration.
• Responsible for Incident handling and Ticketing activities to resolve the issues for the client with the new system.
• Resolving the Incident within the SLA and submitting weekly status reports.
• Raised OSS messages whenever required to communicate with SAP for issue resolution.

Confidential

Responsibilities:

• Expertise in client management in requirement gathering, interacting for any issues and conduct in the usage of new system.
• Involved in configuration documents and test scripts of the C4C business scenarios.
• Worked on configuration of concepts like Account Management, Organization Management & Job Definitions, Personalization, Workflow Rules, Approval Process, Employees and Business User creation with Access Grant, Lead Management, Activity Management, Opportunity and Quotation Management, Activity Plans and Routing Rules, Surveys and Territory Management.
• Involved in Incident handling within the SLA’s and accustomed to the support process.
• Raised OSS Messages for the issues to communicate with SAP for the resolution of issues.
• Involved in both Implementation and Support activities for the C4C project.

Confidential: Nashville, TN

Responsibilities:

• Team Lead and responsible for end-to-end project transition activities that includes receiving KT's, stabilizing the project post transition phase, etc.
• Provide production support through support ticket management using Remedy Tool and Ticket Resolution.
• Organized the KT sessions to capture KT's from IBM when TCS acquired the Project.
• Responsible for stabilizing the project after acquisition from IBM.
• Involved in client/management calls regarding Incidents & Defects.
• Worked on POC's for enhancements of the new requirements.
• Raised OSS Messages for SAP and worked with SAP team to resolve issues for CRM applications.
• Good understanding and working knowledge in Middleware for SAP CRM and SAP ECC systems.
• Simultaneously managed four projects of SAP CRM which are IPC, Returns Management, Service Management and Product Catalog.
• Responsible for complete documentation of KT’s with presentations to clients and formal transition sign off.
• Coordinated with multiple SAP teams such as SAP Basis, Master Data Management, SAP Security, Java development teams for various issues such as dumps, business partner data and IPC issues.
• Worked on Internet Pricing Configurator (IPC) which is integrated with a Java Portal in the Front End.
• Worked with the Returns Management System and Service Management System.
• Worked on the Middleware for downloading the Price Objects, Material Master and Knowledge Bases from ECC to CRM.
• Worked on the root cause analysis, unit testing, integration tests; Involved in issue resolution.

Confidential, Cary, NC

Responsibilities:

• Involved in complete end-to-end implementation of the Project from Blueprint to Go-Live.
• Involved in client workshops for gathering the Business Requirements.
• Extensively worked on Web UI to configure various Web UI Profiles for Sales Agents.
• Defined work center link groups and logical links for Sales organization models.
• Created the Basic Function settings of Date and Actions to assign them to Sales Transactions.
• Worked on Sales process transactions such as Lead management, Opportunity Management and Sales Contract Processing.
• Created and evaluated Unit Test cases for the objects.
• Good understanding of Middleware for SAP CRM to transfer data from ECC to CRM.
• Good knowledge on the integration of SAP CRM with SAP ECC systems.
• Provided to business users on the business scenarios and the usage of the CRM system.

Confidential: Milwaukee, WI

Responsibilities:

• Provided CRM Functional design solutions for customers by gathering the required information from the blueprint sessions.
• Involved in detailed analysis sessions with end users and subject matter experts.
• Involved in client management; worked with EDDs, IDD’s, master document enlisting the requirements in a traceable manner.
• Designed the functional specifications as per business requirements.
• Implemented the best practices in the configuration of business process transactions.
• Created the Interaction Profiles for IC Agents and worked on Account Identification.
• Defined the work centers, navigation bar profiles, work center group links and logical links.
• Worked on the Interactive Scripting and Alert Management.
• Integrated the system with Genesis tool.
• Raised OSS Messages with SAP as required and resolved them to fix issues.
• Involved in KT sessions to explain the business process to SAP.
• Worked on Service Tickets, Service Contracts and Product IBases.
• Worked on Service Orders and end to end Complaints Scenarios.
• Worked on Email Response Management System and Account Identification for the Services scenario.
• Worked extensively on Interaction Center Profiles creation and Management for Interaction center Agents.
• Worked on the configuration of Navigation Bar Profiles, Interaction History Profiles and Business Roles.
• Assigned the Business Roles to the positions in Org Unit.
• Worked on creating the Status Profiles, Action Profiles and Date Profiles for Service Transactions.
• Worked on Root Cause Analysis, Unit Testing, Integration Tests, Regression Tests.
• Involved in issue resolution.

Confidential : Chicago

Responsibilities:

• Created Functional Documents for the Tasks performed.
• Involved in Pre-checks & Post-checks of Transport activities (Creating Transport request, Risk checklist, Test Evidence).
• Requirement gathering for application development and enhancement of the existing development.
• Participated on Effort Estimation Process of the Development Tickets.
• Given demonstration of the Development Tickets to the clients on each sprint.
• Handled daily client calls to update the project status.
• Organized and involved in knowledge sharing sessions with the team members on a periodic basis.
• Interacting and communicating with the Onsite Teammates in the daily status meetings.