SUMMARY:

• SAP CRM service manager/lead with more than 12 years of hands on experience in implementing SAP solution for various industry sectors.
• I have comprehensive experience working in both onshore and offshore sourcing environment in cross cultural teams. With forward thinking approach and technical expertise I can rapidly identify complex business problems, formulate strategic plans and provide technical solutions to the problems. Experienced in interacting with different stakeholders from end users, project managers, developers to Business users and acting as a bridge between them, to maintain smooth flow of the project, resolve conflicts and facilitate co - ordination.
• Have been working as a SAP CRM service lead/manager in the current assignment at BD leading a team of 15 resources including onsite and offshore and ensuring that all client deliverables are implemented with the highest quality.
• Executed several full life cycle implementation of SAP projects which involves requirement gathering and interpreting business needs to be translated into application and operational requirements.
• Design and develop end to end solution for various client releases which involves evaluating user requirements, design, development and testing of the application.
• Worked on critical production support and go LIVE issues within the defined SLAs.
• Worked on configuring the SAP CRM Service solution for the client; write and execute HPQC test scripts for unit testing, integration testing and regression testing of developed CRM application; maintain documentation for the developed application in solution manager, create SRS and Software Design Specification document for the SAP CRM Configuration implemented for various CRs.
• Have worked extensively on the Interaction Center, Email response management system, Complaint and case management, Categorization Schema, Solution database, Rule modeler, Service Functionality of CRM - Service Orders, Service Tickets, Service Level Agreement, Service Contract, Service confirmation, van stock process - Stock transfer order (STO), Campaign management, Opportunity, Activity management.
• Have worked on building Inbound and outbound Interface between SAP and ServiceMax for various processes - Complaint process, van stock process, Product, customer, Service order etc.
• Have worked on WEBUI development, IC WebClient development (Model View Controller architecture), BSP framework development using component workbench for SAP CRM 2007 and CRM 7.0 release.
• Experience in setting up Organization model for various implementation for the client - US, Canada, Mexico, Brazil, ASIA.
• Have worked extensively on HP Quality Center for creating test scripts, executing test scripts, logging defects etc.
• Have used Solution manager for creating various types of documentation and change request.
• Have worked on several implementation and production support project.
• Well versed in working with Agile methodology.

PROFESSIONAL EXPERIENCE:

Confidential

SAP CRM service lead / manager

Responsibilities:

• Have been working as a SAP CRM Service lead/manager and managing the project in onsite offshore model which includes determining the project scope, resource/time management and allocation, risk assessment, release management.
• Responsible for planning and defining scope of work for the team.
• Responsible for onsite and offshore Resource planning.
• Coordinate and communicate effectively with various cross functional teams to make sure no technical/functional gap will be missed while developing a solution which impact other teams.
• Responsible for conducting daily cadence call and report status of deliverables to Confidential management, Client leadership and Business.
• Have worked on Solution/design of following functionality for the client - Service order, Service confirmation, Interaction center configuration, Navigation bar and work centers, Business roles, PFCG roles, Solution database, Alerts, Surveys, Rule Policies, Outbound Email, Broadcast messages, Mail forms, Categorization schema, Employee replication process, product service letter, complaints and returns, van stock process - Stock transfer order (STO), ERMS.
• Have worked on building Inbound and outbound Interface between SAP CRM/ECC and ServiceMax for various processes - Complaint process, van stock process, Product, customer, Service order etc. This involved working with various interface teams - ServiceMax, Mule, SAP tech dev to achieve the requirements.
• Have worked on URS, SRS, SDS, BPP and MPP documents for documenting business process requirements, technical / functional design specification.
• Have worked on configuring the org model for various sites.
• Have been working with SAP for addressing the performance related issues for the SAP CRM global rollout release for the client.
• Worked on various critical production support Issues for the client.
• Have worked extensively on SAP CRM / ECC to Service Max interface.

Confidential

Responsibilities:

• Worked on Full Lifecycle of CRM Implementation. Involved in Managing the project through Design, Build and Test Cycles for the CRM Interaction center and CRM Service Scenarios.
• Working as a single point of contact for all Interaction center related Config and Issues.
• Have worked on configuration of following functionality for the client - Interaction center configuration, Navigation bar and work centers, Business roles, PFCG roles, Solution database, Alerts, Surveys, Rule Policies, Outbound Email, Broadcast messages, Mail forms, categorization schema.
• Have worked on documenting business requirements, processes and functional specification documents as per SAP Best Practices.
• Have worked on configuring the org model for various sites.
• Have worked on setting up the ERMS system for the client.
• Worked on various critical regression, cutover issues for Wave1 release.
• Have worked on documenting business requirements, processes and functional specification documents as per SAP Best Practices

Confidential

Lead Techno Functional Consultant (IT Analyst)

Responsibilities:

• Have worked on setting up new training environments.
• Have worked on the configuration of transaction launcher for various screens like user create/delete,password reset/unlock etc as per customer requirement.
• Working as a lead SAP CRM techno functional consultant for the BSNL ONM team.
• Work involves providing functional and technical analysis of the critical issues and resolving them within the SLAs.
• Have worked on the techincal design and development for customer specific enhancement using SAP CRM UI technologies in Service and Marketing functionality - Service orders, Complaints, Trade Promotion(TPM) and Campaigns.
• Was the Single point of contact from the Technical and functional team L3 team for getting the escalated customer issues resolved.
• Involved in end to end testing of application modules before giving it to the customer.
• Involved in giving demos to the customers for making them understand the key capabilities of the solution provided by TCS.

Confidential

Technical / Functional consultant

Responsibilities:

• Have worked on the Effort estimate, design and development of various topics during the COD Wave 5 development.
• Have acted as a lead for the design and development of new features in masterdata object - Products for COD Wave5 - Enabling customer to create product categories and product attributes from the UI itself, Enabling and disabling UOM, Currencies for a power user and showing only the enabled values in all the business documents and masterdata, Enhancements on the Service area.
• Was involved with Solution management for understanding customer’s new requirement in Service area - Association of knowledge article and product to the service categorization schema.
• Have worked on the Rule policy development which is an important feature for power user which is used in Service tickets and Lead application.
• Have worked on the personalization of assignment blocks for COD Homepage and Reports page.
• Written migration report for the migration of Rules from COD Wave4 to Wave5.
• Conducted training on various topics like CRM overview, ABAP, ABAP objects, Data dictionary and UI for the new joinees of the project.
• Have worked on COD Wave4 and Wave5 customer support issues for various topics like Service Tickets, Rule Policy, Products, Opportunity, Quotation etc.
• Have been involved with the delivery team during the upgrade of customers from COD Wave4 to Wave5.
• Test cycle management- Test plan preparation, review of test plan, test case estimation, writing, execution, defect logging & monitoring, complete co-ordination of test activities.
• Functional Knowledge transfer to members in QA team.
• Have worked on the expert testing for various masterdata objects like Products, Account, Contact and business transactions like Opportunity, Lead, Sales Quota etc.
• Have participated in the hiring of new members for the team.

Confidential

Responsibilities:

• Have worked on the design and development of various objects in Loyalty Management like Loyalty program, Loyalty reward rule group, Loyalty reward rule.
• Have developed the UI component and backend for Loyalty Reward rule group and Reward Rule during the CRM 7.0 development.
• Have done the complete UI and backend design and development for Loyalty program partners assignment block.
• Fixed customer messages on various applications like Loyalty program, Loyalty reward rule group, Reward rule, Program partners etc.

Confidential

Responsibilities:

• Have worked on the development for Mass Change and Mass copy for Trade Promotions.
• Was involved in implementation of Mass approval functionality for Trade promotions.
• Have implemented UI concepts like Component extension and Multiple configuration during the development.
• Have implemented Aunits for various development topics during CRM 2007 development.

Confidential

Responsibilities:

• Have worked on the development of various areas of CRM Service application like Service Orders, Categorization schema, SLAs etc.
• Have worked on the UI component development and backend for the service objects.
• Have worked on the Lshape integration for adding various Service object in the ABAP UI workbench.
• Have implemented Aunits for various development topics during the development.