SUMMARY:

• Involved in over 5 end to end SAP CRM implementations globally.
• Expert knowledge in SAP CRM Services.
• Experience in ITSM / HP Quality Center / HP Service Manager / IBM RA tools.
• Having expert knowledge on Incident Management tools and techniques.
• Extensively worked on ITSM , HPSM HPQC during my tenure with Rockwell Automation.
• Worked as an SAP CRM Incident Co-coordinator / Lead.
• Expertise in SAP CRM Marketing, Sales, Services, Interaction Center, Channel Management, Web Channel Experience Management, CRM Middleware and CRM Trade Promotion Management TPM .
• Involved in configuring complete Services Management Process, which includes Complaints, In-House Repair and Returns.
• Having expert knowledge on Industry Specific Solutions such as IS-Utilities IS-Media.
• Involved in various Implementation, Upgrade, Validation and Maintenance projects.
• Involved in Production support project for a large-scale industry.
• He has experience in 4.0, 5.0, 5.2, 6.0 and 7.0 versions of SAP CRM.
• Involved in all the phases of implementation right from Requirements gathering, Blueprinting, Configuration, Go-Live, Post-Production Support, User Training and Documentations.
• Involved in Integrating CRM system with ECC and BI Systems.
• Having fair knowledge on SAP Basis module.
• Involved in Configuring Interaction Center with respect to Services business process.
• Involved in Configuring Quotations, Contract Management, and Order Management with respect to Service industry.
• Has strong configuration knowledge in ECC - SD
• He has expertise in Middleware Queue Monitoring, Error Handling and Data exchange between CRM and ECC system.
• Involved in cross function module integration with SAP SD.

TECHNICAL SKILLS:

• Modules: SAP CRM Marketing, Sales, Services, Partner Channel Management, Interaction Center
• WCEM 2.0.
• Tools: CRM Middleware, HP Quality Center, HP Service manager.
• Applications: Windows 2000, Microsoft Power Point, Microsoft Word, Excel and
• Industries: Manufacturing, Industrial, Services, Utilities and Real Estate.
• Methodology: Agile ASAP Methodology

EXPERIENCE:

Confidential

Architect

• Involved in prototyping, Designing and Implementing SAP CRM TPM.
• Involved in designing complete end-to-end solutioning using SAP CRM TPM.
• Involved in designing and Implementing Trade Funds Management TFM .
• Involved in integrating TPM TFM to have holistic approach in CRM Marketing solution.
• Involved in configurations of Trade Claims Management TCM
• Involved in Integrating SAP CRM with ECC for order to cash process fulfillment.

Confidential

Lead Consultant SAP

• Involved in working with SAP CRM Services Implementation.
• Designed configured the Service business process with respect to InfiMed product Line.
• Configured Complaint, In house repair Returns process for Clients product line.
• Involved in Master data management, which includes Configurable Materials, Plant replication from ECC to CRM.
• Prepared the functional specifications, Test cases and design for Technical resources, Co-ordination with Offshore team for development requirements.
• Involved in validating complete Returns process with Integration to ECC.
• Supported some of the major issues related to production client.
• Involved in replicating the master data and configured org structure with respective to new product line of business.
• Involved in integration and process streamline with SD, MM PP Modules.

Confidential

Lead Consultant

• Worked with major and minor issues related to Kohler SAP CRM 7.0 IC release.
• Gathered business requirements for one of the product lines of the client with respect to SAP CRM ISA B2B scenarios.
• Prepared designed documents, Reviewed with business to finalize the requirements.
• Prepared the functional specifications, Test cases and design for Technical resources, Co-ordination with Offshore team in explaining the requirements.
• Worked on Internet Sales Application ISA-B2B business process design and building phase.
• Worked on Couple of Web UI enhancements for the ongoing CRM Interaction center project.
• Involved in configuring various business roles based on the business requirements.
• Supported some of the major issues related to production client.
• Configured Email action profile for the Service Request transaction.
• Coordinate with ABAP, Basis and E-Commerce consultants.

Confidential

Senior Functional Consultant

• Working with Application Support Center ASC team as a Senior CRM Consultant.
• Provided production support in SAP CRM Services module, version of CRM 7.0.
• As part of support, ITSM and HP Service Manager Tools has been used as a supporting tools to address client's day-to-day Production Support issues.
• Involved in upgrade scenario validation process from CRM 5.0 to CRM 7.0, with the help of HP Quality Center tool.
• Supported entire Field service process of the client which included the standard application areas such as Service Ticket, Service Contract Quotation, Service Contract, Service Confirmation, Debit Memo Request DMR and Billing.
• Involved in various releases during the project and supported Services and Interaction center modules.
• Involved in supporting Plant Services functionality with respect to Services module.
• Involved in supporting Interaction Center related services functionalities.
• Worked independently and addressed all the High priority issues on time without compromising on the quality.
• Educated business team time to time to identify and address the repeated issues.
• Responsible for Middleware monitoring, Bdoc's, In Bound and Out Bound Queues monitoring
• Involved in testing the business scenarios based on the test scripts for new releases.
• Involved in validating Web Channel Experience Management WCEM 2.0 .
• Involved in collaboration with SEM team for procurement activities.

Confidential

Lead Consultant

• Involved in reviewing the client's requirements with respect to IS-Utilities Industry.
• Involved in reviewing The Process Definition Documents PDD .
• Addressed effectively CRM solutions through the Web Client User Interface.
• Involved in Configurations of Base Customization. Involved in mapping the
• Customer Service data with CRM master data to replicate back and forth.
• Involved in Configurations of various Business Roles such as 'SERVICEPRO' and 'UTIL IC'.
• Involved in Configurations of Service module which includes: - Complaint Management - Categorization Schema - Subject Profiles
• Involved in Configurations of Interaction Center Web Client according to the TPL'ss requirement.
• Involved in Configurations of Case management which includes various
• Involved in Business Processes for Torrent Power.
• Outage Case Management
• Legal Case Management
• Customer Grievances Management
• Involved in Configurations of Web Client User Interface, which was developed according to the TPL's requirements.
• Involved in writing functional specifications.
• Involved in Configurations and Development of the Call Center Operation Screen.
• Involved in Configurations of Tele-Service, which includes the Telephone Integrations.
• Involved in Configurations of Alert Management and Broadcast Messaging.
• Involved in End-User testing and training activities.

Key Project Management Contributions:

• Involved in leading the team starting from the business blue printing phase to till go-live and support.
• Conducted several workshops with client business team to design and build SAP CRM Utilities system.
• Resolved several challenges with this project, since Torrent is the first utility organization in India working on SAP CRM.
• Coordinated effectively with development team for the deliverables.
• Helping functional and Technical teams to design Functional / Technical Specifications.
• Involved in meeting with cross functional teams to integrate SAP CRM system with ECC.

10/2008 to 04/2009 Mahindra Life spaces Limited, Mumbai, India

Team Lead

• Involved in all the phases of SAP CRM 2007 Implementation.
• Involved in Business Blue printing phase, which includes As-Is and To-Be processes.
• Involved in Preparation of Process definition document PDD .
• Involved in base customization
• Involved in Unit Testing and integration testing.
• Involved in Configurations of Marketing and Sales modules with respect to real estate's industry.
• Involved in design, build and validation process with Trade Promotion Management TPM .
• Involved in Unit testing process UT
• Involved in client interactions from the beginning.
• Involved in Configurations of Web Client User Interface
• Involved in System Integration Testing SIT
• Involved in Master data Migration process
• Involved in End user testing and training.
• Involved in Preparation of Configuration document.

Confidential

Senior Consultant

• Leading CRM functional team
• Scenario validation with respect to IS-Media and Communication Industries.
• Scenario validation with respect to IS-Consumer products and life sciences Industries.
• Involved in Preparing documentation on tested IS Solutions.
• Involved in Knowledge transfer sessions for IS Solutions

Confidential

Senior Consultant

• Validating the End to End business process of IS-Media
• Intellectual Property Management
• Rights and Royalties Management
• Validating the End to End business process of IS-Utilities

Confidential

Senior Consultant

• Analyze the client's business process to map it to mySAP CRM 5.0
• Interact with the client on various forums to discuss the status of the project, clarify any queries regarding the functionality etc.
• Configure Base Customization scenarios for Service process
• Involved in configurations of Marketing Campaign process.
• Involved in Configurations of Lead Transaction.
• Captured Target group data from BW to CRM.
• Configuration involves Service Transactions.
• Configure Installed Base Management.
• Configured Warranty Management.
• Involved in configuration of Case Management.
• Configured Service Order and Complaint Management