SUMMARY

• Result driven, SAP certified, Customer focused CRM/SD functional consultant with 13 + years of experience in various business functions and SAP consulting.
• Managed various projects within strict deadlines and delivered using Onsite, Onsite /Offshore business model.
• Managed team of 5 - 8 consultants’ in Onsite/Offshore delivery model.
• Acquired extensive experience by performing various roles such as Architect, Lead consultant, Business Analyst in different assignments.
• Consulting responsibilities include Requirement gathering, Business process reengineering, Solution design, Business blue printing, FIT/GAP analysis, prepare Functional specifications, System configuration, Unit testing, Integration testing, User training and Production support.
• Strong knowledge and hands on experience in CRM Sales (Order to Cash), Service Management (Service quote to Cash), Marketing (Campaign to Cash), CRM Interaction centre web client, Web channel, SAP middle ware and ECC-SD module.
• Hands on experience on MDF functionality, and Claims management Scenarios.
• Good understanding on SAP HANA, SAP cloud for customer and its integration with SAP CRM /ECC on premise solution using PI and SAP HANA cloud integration.
• Demonstrated strong process understanding and designed solutions in CRM starting versions 4.0 to 7.0 EHP2 Web UI, and ECC - SD starting versions R/3 4.6 c to ECC 6.0 EHP5.
• Good understanding of cross applications components like SAP MM, PP, FI, BW.
• Good understanding of CRM Web UI framework, BSP component work bench, BOL, GENIL layer, AET, BADI’s, and BAPI’s, FM’s, RFC’s, ALE, IDOC’s and Web Services.
• Hands on experience in pre-sales activities, conducted customer demos and assessments for potential clients and prepare RFP's.
• Has extensive knowledge on SAP best practices for CRM and ECC.
• Worked in multi-cultured environments with different nationalities in Asia-pacific, Europe and US.
• Excellent team player with good analytical capability.
• Demonstrated leadership, problem solving, communication & self- organizing skills.
• Demonstrated strong organizational and time management skills.
• Has good understanding of SDLC and ITIL framework.

PROFESSIONAL EXPERIENCE

Confidential, WA

Environment: SAP CRM 7.0 EHP2, SAP ECC 6.0

CRM /SD Functional Lead

Responsibilities:

• Design, Transform, Build and map existing Siebel business processes to SAP CRM for Partner Channel Management and MDF functionality.
• Analysed existing business processes and reengineered them to work with SAP CRM/ECC data model.
• Prepare Business process design documents and functional specifications.
• Designed service contract management process for dealers, and service requests.
• Configured Categorization schema for service requests.
• Configured Business roles, Navigation bar profile, Work centres in SAP CRM Web UI.
• Work on Market development program, Initiatives and claims management scenarios.
• Configure Organizational model, Transaction types, Item categories, Organization determination profiles, Status profiles.
• Map CRM organizational structure to ECC enterprise structure.
• Worked on CRM pricing using IPC.
• Configure CRM billing for claim settlements to be transferred to ECC.
• Configure middleware settings between CRM and ECC systems.
• Mapped SD Customer master, Material master to SAP CRM system.
• Conduct Initial, delta and request loads for data synchronization between CRM and ECC.
• Work on data conversion from legacy system to SAP CRM.
• Work on security authorization matrix; create PFCG roles with security team.
• Prepare cutover plan, conduct unit and Integration testing.
• Prepare configuration documents.
• Develop and Conduct user training.

Confidential, CA

Environment: SAP CRM 7.0, SAP ECC 6.0 EHP4

CRM Functional Lead

Responsibilities:

• Designed CRM and ECC Sales business process for US and Canada.
• Integrate sales & tax engine of ONESOURCE Indirect tax (formerly SABRIX) with SAP CRM and ECC systems for tax calculations.
• Integrate SAP CRM organizational structure to ECC enterprise structure.
• Deploy order to cash scenario for US and Canada using R/3 taxes and CRM tax engine.
• Configure Organizational model, Transaction types, Item Categories, Organization determination profiles, Partner determination profiles, Action profiles and Status profiles.
• Worked on IPC for pricing and tax derivations.
• Synchronized pricing procedure, conditions, access sequence between CRM and ECC.
• Enhanced TTE BADI’s with help of technical team for tax calculations.
• Sketch CRM billing for taxes and Revenue account determination for FI posting in ECC.
• Configure middleware settings between CRM and ECC systems.
• Conduct initial and delta loads, request loads for data synchronization between CRM and ECC.
• Prepare weekly status reports and present it to stake holders.
• Prepare Configuration documents.
• Conduct Unit, Integration and User Acceptance testing.

Confidential, NM

Environment: SAP CRM 7.0 EHP2, SAP ECC 6.0 EHP5.

CRM /SD Functional Lead

Responsibilities:

• Designed and configured Marketing, Sales and Service process in SAP CRM.
• Coordinated/conducted workshops with process owners and prepared design documents for Campaign Management, Account and contact Management, and Lead to Cash scenario and integrated with ECC.
• Designed Campaign management, Business partner segmentation, Attribute lists, Target Groups, External List management.
• Designed and configured Campaign types, campaign execution, communication channels, Mail Forms.
• Designed lead management, lead qualification, and leads origin, opportunity group, opportunity sales cycle.
• Sketch and configured complaint management process, service requests.
• Created categorization schema, code groups, code group profiles, subject profiles for service request used by Interaction centre agent.
• Configured Computer Telephony Integration (CTI) settings in SAP CRM with CMS using ICI /BCB.
• Build business roles for SAP CRM Interaction centre agent for sales and service process.
• Configured Interaction centre agent inbox.
• Configure Transaction types, Item categories, Copy controls, Organization determination profiles, Status profiles, Date profiles, and Text determination profiles.
• Design ATP checks and credit management.
• Enhance the business partner master data, Campaign management screens using AET.
• Designed and download variant configuration from ECC to CRM.
• Configured SD side of MTO scenario for sales order processing in ECC.
• Created pricing procedures, output types in SD.
• Configure XCM settings for IPC related to pricing conditions in CRM.
• Designed Upselling, cross selling, product substitution functionality.
• Designed middleware settings between CRM and ECC systems for Master and Transactional data replication.
• Delegate, assigned, monitored and tracked tasks assigned to offshore team related to project milestones and deliverables.
• Prepare weekly, bi-weekly status reports and present it in PMO.
• Prepare functional specifications.
• Prepare configuration documents.
• Create user roles and mapped user authorizations.
• Prepare test scripts.
• Conduct Unit and Integration testing.
• Trained super users and

Confidential, NJ

Environment: SAP CRM 7.0, SAP ECC 6.0

CRM/SD Functional Lead

Responsibilities:

• Provide day to day production support to business units in resolving their business process problems.
• Captured and documented processes related to new business requirements and prepared functional specifications with respect to RICEF items.
• Designed and configured order to cash processes in CRM and SD.
• Configured SD document types, copy controls, Item categories, Item category Determination.
• Designed and configured condition tables, access sequence, and condition types for pricing procedures using condition technique.
• Configured new delivery types, billing documents.
• Configured revenue account determination in ECC.
• Configure batch management using condition technique.
• Worked on Campaign management, Promo codes, External List management.
• Performed configuration for CRM Interaction centre web client role related to Agents Inbox profile, Interaction History, Account Identification profiles.
• Created new fields using AET in CRM Interaction centre web client.
• Build and configure CRM actions using schedule conditions.
• Worked on ISA for B2B scenario.
• Worked on EDI issues related on PO acknowledgement, ASN etc.
• Conduct Root cause analysis for bugs and fix them.
• Supervised and monitored tasks assigned to onsite/offshore team related to enhancements.
• Participated in change control meetings to move transports to production.
• Tracked/monitored bug lists and Enhancements with respect to new business requirements
• Prepared configuration and work instruction documents for end users.

Confidential, CA

Environment: SAP CRM 7.0, SAP ECC 6.0 & SAP PI.

CRM/SD Functional Lead

Responsibilities:

• Managed and performed an inline CRM upgrade to CRM 7.0 EHP2.
• Prepared business process master list document.
• Provided production support on daily basis and supported CRM Sales and ECC - SD module.
• Configured CRM and ECC systems to support Opportunity management, Quotation management and Order to Cash scenarios, with ECC billing.
• Involved in creating new transaction types, item categories, Item category determination, copy control settings, status profiles.
• Worked on territory management, created rules using rule builder.
• List the custom objects with technical teams after code remediation, and transport them to new instance and test them.
• Extended my technical skills, designed and suggest relevant BADI’s, enhancements spots to write logic in order to full fill business requirements.
• Planned and coordinated SPDD and SPAU activities.
• Configured the middle ware related settings post upgrade to facilitate data exchange between CRM and ECC.
• Used /Migrated web services to CRM 7.0 version which would communicate to external third party applications.
• Delegate, assigned and monitored tasks given to onsite/offshore team.
• Tracked bug list on day to day basis using HP quality centre and Remedy ticketing tool.
• Prepared detailed test scripts, conducted Unit testing, Integration testing and User acceptance testing.
• Applied OSS notes with the help of technical team where ever necessary.
• Sketch out Cutover activities for production move.
• Prepared delta documents and training manuals with respect to new version.
• Provided training to business users on the upgraded version.
• Provided production support post upgrade.

Confidential, CA

Environment: SAP CRM 7.0, SAP ECC 6.0 & SAP BI.

CRM /SD Functional consultant

Responsibilities:

• Accomplished in optimizing service and sales business processes for two business units.
• Carried out GAP analysis with respect to new requirements and prepared functional specifications.
• Designed and configured order fulfilment business process using quotations, contracts and sales orders.
• Prepared functional specifications for RICEFW (Reports, Interfaces, Conversions, Enhancements Forms and Work flows.).
• Configured order to cash process for different product lines.
• Analysed performance related issues in CRM system.
• Good understanding of SAP CRM leasing solution and integration to SAP -FICA.
• Configured Organizational Management, Item category determination action profile, status profile, date profile, copy control, revenue account determination.
• Designed Web UI components by creating/modifying business roles, technical and navigation bar profiles, work centers, PFCG profiles, etc.
• Handled enhancements related to Interaction center agent inbox.
• Configured activities, worked on CRM-BI integration by enhancing CRM extractors to design new reports.
• Worked on Case, Service contracts, Service orders and Service confirmation.
• Hands on experience in change processes in Service contracts and CRM billing engine.
• Worked on Territory management.
• Worked on Install base, I-objects.
• Worked on Variant configuration replication from ECC to CRM.
• Handled tickets and supported the SD side of MTO scenario in ECC.
• Worked with developers on the BADI enhancements and custom interface programs like install base creation program to meet specific business requirements.
• Configured work flow to send notifications to customer administration managers, service directors for pricing and GPO discounts.
• Trouble shoots day to day productions issues and conducted root cause analysis.
• Monitor middleware queues daily from CRM to R/3, for data synchronization.
• Administered data loads between ECC and CRM for Equipment’s, Customers, and Variant materials through Initial, Delta and request loads.
• Modified product catalogue and replicated them to TREX and imbibed the same in sales order.
• Participated in change control meetings and move requests to production as per schedule mentioned in release strategy.
• Conducted Unit and Integration testing.
• Prepared end user documentation and training.

Confidential, MA

Environment: SAP CRM 7.0 & SAP ECC 6.0 EHP1

CRM/SD Functional Lead

Responsibilities:

• Implemented CRM 7.0 for service management and sales modules.
• Conducted FIT/GAP analysis.
• Prepared design documents with respect to business partners, materials, I bases, I objects.
• Prepared functional specifications for RICEF (Reports, Interfaces, Conversions, Enhancements and Forms).
• Configured the system as per the client requirements for business partners, products and I-bases.
• Mapped Variant configuration materials in ECC to CRM in form of knowledge bases.
• Mapped the business partner’s classification in CRM to ECC account groups.
• Designed Campaign Management, Business partner segmentation, External list management.
• Configured, Quotes, Sales orders, Service Contracts, Service order, Service confirmation, Billing and Revenue account determination.
• Configured Complaints, Credit memos and Debit memos.
• Worked on Install bases, Warranties and Equipment downloads.
• Worked on IPC for pricing.
• Customized & monitored replication of sales orders from CRM to R/3, also involved in Middleware settings for CRM & R/3 synchronization.
• Configured HR integration to CRM for employee master download from ECC.
• Sketch out CRM system with respect to Date management, Status management, Actions and Groupware integration to meet business needs.
• Customized settings done for organizational data download such for Distribution channels, Divisions and Sales areas.
• Copied the Sales structures from ECC to CRM enterprise.
• Customized new Business roles, and assigned them Organizational unit positions.
• Conduct unit and Integration testing.
• Prepared configuration documents with respect to configuration done.

Confidential, CA

Environment: SAP CRM 5.0 (service), SAP CRM 7.0 (sales), SAP ECC 6.0, SAP BI 7.0, SAP GTS 7.0 & SAP Enterprise portal 7.0.

CRM/SD Functional consultant

Responsibilities:

• Involved in High level design by conducting workshops with Functional owners and SME’s.
• Prepared design document related to order fulfilment involving CRM, ECC and BI systems.
• Identified RICEF items and prepared functional specifications.
• Enhanced the product master in CRM and Material master in ECC system to meet business requirements.
• Enhanced SAP CRM middle ware BADI’s with help technical consultants to map custom attributes of material master to product master.
• Configured order to cash in CRM, which would replicate the order created in CRM to ECC for logistics execution and subsequently get invoiced in CRM.
• Configured revenue account determination and integrate to ECC - FI/AR.
• Configured organizational data determination using responsibility type, status profile, action profile.
• Coordinated with technical team in respect to design of new enhancements and test the requirements once completed.
• Added new fields using EEWB in service case and service confirmations, modified extractor’s in CRM with help of technical team so that the data source reflects new fields for BI reporting.
• Conduct unit testing, Integration testing and UAT.
• Prepared cutover activities and executed them during production move.
• Prepared configuration documents and train the trainer documents.
• Configured new transaction type for SAM.
• Sketch number ranges, organizational data determination.
• Design copy control settings.
• Configured item categories, partner determination.
• Configured new business roles for CG users and division users in marketing team.
• Create new attributes set for business partners to accommodate business needs.
• Prepared functional specifications for RICEF items.
• Coordinated with technical team in respect to RICEF items.
• Prepared configuration document and end user documents.
• Provided production support and worked on enhancements on CRM 5.0 (service management) and CRM 2007(sales) and ECC 6.0.
• Maintained tracker, prioritize and size the new requirements as per business needs and improve response and resolution time of tickets as per SLA’s.
• Prepared functional specifications for new enhancements.
• Conducted a Root cause analysis for existing bugs and fix the existing business processes.
• Worked extensively on Install bases, Warranty management, Service cases, Service Confirmation, complaints and CRM billing engine.
• Generated knowledge bases in ECC for replicating ECC Variant configuration to SAP CRM.
• Worked on Make to order scenarios.
• Configure service demands, resource scheduling in resource planning application.
• Create new business roles for forecasting team.
• Added new fields in PCUI application by coordinating with the technical team.
• Integrate sales orders with enterprise portal through business packages and iView’s.
• Understood change management processes and system validation in SAP and executed the process as per SOX’s compliance,
• Use Kintana for change request movement to Production system and use Remedy tool for IT service & sales ticket handling.

Confidential

Environment: CRM 5.0, ECC 5.0, WMS and SAP BW 3.5

CRM Functional consultant

Responsibilities:

• Work on CRM - CTI integration using CISCO unified connector for SAP.
• Configure CMS profile.
• Used uptimizer in analysing the objects which needs to be upgraded.
• Configured the middle ware related settings post upgrade to facilitate data exchange between CRM and ECC.
• Modified actions, status profiles in service ticket to accommodate customer requirements for complaint management.
• Configure Interaction centre agent role, Complaint management.
• Configured ERMS and Service manager profiles.
• Coordinate SPDD and SPAU activities with basis and ABAP teams.
• Prepared detailed test scripts, conducted Unit testing, Integration testing as part of upgrade.
• Co-ordinated with onsite team for timely deliverables.
• Applied OSS notes with the help of technical team where ever necessary.
• Prepared delta documents and training manuals with respect to new version.
• Provided support post upgrade.

Confidential, CA

Environment: SAP CRM 2007, SAP R/3 4.7

CRM Functional consultant

Responsibilities:

• Involved in High level design and prepare Blue print documents, by conducting workshops with Functional owners and SME’s.
• Prepared functional specifications for RICEF (Reports, Interfaces, Conversions, Enhancements and Forms).
• Configured Bench Mark opportunity for sales forecasting.
• Configured transaction types, item category determination, and Organizational determination by using responsibility type.
• Configured Partner determination procedure, Text determination procedures, and Status and Action profiles.
• Created new business roles and assigning them to positions in Organization structure.
• Mapped the business partner’s classification to ECC account groups.
• Involved in data integration between CRM and ECC systems with help of technical consultants in creating Sites, Subscriptions and Publications.
• Involved in setting up of filters and initial download of various Adapter objects for Business partners, Materials.
• Involved in preparation of security authorization matrix for different user groups.
• Training users on WEBUI regarding business processes.
• Prepared IMG configuration and end user documents.

Confidential, CA

Environment: SAP CRM 5.0, SAP R/3 4.6c and SAP XI

CRM Functional consultant

Responsibilities:

• Prepared Functional specifications for new requirements for Projects and Enhancements.
• Used Regional templates in designing RICEF items for the roll out as per business needs.
• Configured new Organizational units for sales & service.
• Configured Interaction centre web client and customized Account Identification profile, Agents Inbox, Product Search, Interaction records and ERMS.
• Configured Sales, Repair Transactions.
• Configured Transaction types, Number ranges for Sales & Repair transactions.
• Defined Item category determination for Sales, Service orders and Service Contracts.
• Worked on IPC routines for pricing.
• Mapped CRM Business partners to ECC customer master.
• Mapped CRM Sales orders to SD Documents types.
• Configured billing in R/3, defined new billing types.
• Mapped SD billing documents to Accounting documents and configure revenue account determination procedure.
• Work on Material determination.
• Enhanced navigation bar of Interaction centre agent web client profile.
• Added new statuses to the existing status profiles.
• Monitored middle ware data exchange between CRM and ECC.
• Conducted unit testing, UAT for new functionalities before moving the change requests to production.
• Involved in training client core team, IC agents in the business process flow in CRM.
• Prepared IMG configuration documents and end user training manuals.
• Used remedy tool for ticket handling.

Confidential, CA

Environment: SAP R/3 4.6c and CRM 4.0

SD/CRM Functional Consultant

Responsibilities:

• Supported Order management, out bound deliveries and Billing functions.
• Handled Sales and Distribution tickets through Remedy helpdesk tool.
• Resolved support incidents in day to day business operations, tracked the problem and provided resolution to it.
• Prepared functional specifications for new requirements and process developments.
• Made changes to the existing enterprise structure.
• Worked on Cash sales, Third party orders, Credit memos and Debit memos.
• Configured Customer master, Customer material info record.
• Configured Document types, Item categories, Item category determination and Schedule lines Categories.
• Configured new outputs, pricing condition types, and account groups, customer groups.
• Set up pricing procedure determination. Output determination procedure.
• Worked on Incompleteness procedure, Text determination, Partner determination procedures, Credit management, Material Determination, ATP checks.
• Worked on Revenue Account Determination to integrate billing documents to ECC-FI.
• Worked on EDI - IDOC’s for PO acknowledgement (855), ASN (856) and Invoices (810).
• Worked on condition technique, modified the existing Pricing procedure, Condition types, Access sequence and Condition tables.
• Worked on Free goods determination.
• Worked on user exits like MV45AFZZ, custom reports with technical team as part of new enhancements.
• Coordinated with ABAP team in getting the new requirements such as reports routines, user exits done as per user requirement.
• Conducted Functional and Regression testing so see the system is smoothly running with respect to the new configuration done as per business requirements.
• Prepared Request for change (RFC) and Change Implementation document (CID) as part of change control process.
• Prepared work instructions /end-user documentation.