PROFESSIONAL SUMMARY:

• Innovative, result - oriented IT Professional with 13 years IT experience. Visible achievements in SAP Implementations and Project Management.
• Proven leadership ability to manage multiple projects and work effectively with all levels of management.
• Nine years experience in SAP CRM/ECC/BI with six project lifecycle implementations
• Hands-on configuration knowledge of SAP CRM E-Commerce (ISA), Marketing, Sales, Interaction Center (CIC), Security, and BI Reporting
• Master of Science degree in Computer Science

TECHNICAL SKILLS:

Environment: CRM 7.0, CRM 5.1, ECC 6.0, R/2, R/3 4.7, BW 7.1, Business Objects, Web AS 6.40 & 7.0, Solution Manager, NetWeaver 7.0

EXPERIENCE:

Confidential, Midland, MI

Architect Specialist

Responsibilities:

• CRM Interaction Centre (CIC) webClient implementation, configuring all components of Interaction Center including ERMS rule modeler, CTI, category modeler for interaction record categorization, webClient views, business roles, etc
• CRM E-Commerce B2B-ISA implementation with order management, contact, webshop, and product catalog configuration
• CRM Marketing implementation involving campaigns, leads, and opportunity management
• Provide functional leadership and guidance to CRM ISA, CIC, and Marketing implementation teams. Create fit-gap analysis and functional specifications
• Support master and transactional data conversion activities from legacy platform to ECC and CRM environment. Execute cleansing, extraction, loading, and mapping strategies using data load tools
• R/2 to ECC 6.0 data migration including system architecture design and legacy field mapping via PI interface using IDOCS
• Led user account provisioning activities on a global scale for 5000 plus users. Design and implement CRM security roles, profiles, and authorizations for various landscapes using Profile Generator. Create functional accounts for various test phases
• Design RICEFW objects based on business requirements and review with RICEFW development team
• Use BI tools Business Explorer (BEx) and Web Application Designer (WAD) to create queries and reports for sales forecast, budget, and delivery analysis

Confidential, Atlanta, GA

SAP Functional Analyst

Responsibilities:

• Develop functional specifications based on business process and identify risks
• Advised use of CRM Call List functionality for customer callbacks based on returned surveys. This enabled Confidential to retire two legacy systems and one outsource company resulting in cost cuts and process efficiency
• Create and maintain organizational structure and business partners
• Define navigation frame and navigation bar profile. Configure transaction launcher
• Provide CRM solutions in activity management and customize interaction records
• Web UI configuration using component workbench tools
• Enhance IC WebClient views for service ticket presentation
• Create new service ticket type to submit trouble tickets via API to vendor and poll for updates
• Design and configuration of service orders and complaints
• Customize service ticket transaction type
• Create and maintain customer surveys using CRM survey suite

Confidential, Lake Forest, IL

SAP CRM Consultant

Responsibilities:

• Worked as subject matter expert and techno/functional consultant to implement CRM modules
• Configure marketing management, i.e. Marketing analysis/planning, campaign creation, target group creation (BP segmentation), personalized e-mail forms, created surveys for lead qualification, etc
• Quotation and order management including creation of inquiries, quotation, orders, deliveries, and billing documents to meet business requirements
• Create product proposals using up/down selling
• Use incentive and commission management to create, manage, and report on incentives and commissions
• Configure opportunity management components

Confidential, Long Beach, CA

SAP Consultant

Responsibilities:

• Worked on lead management configuration including creation and qualification of lead groups, lead origins, lead priorities, and questionnaire settings
• Create target groups from data sources and use segment builder to perform selections
• Configure settings for personalized mails from product promotions
• Develop marketing plans with existing data using campaign management tools
• Define product lists and product association rules (cross-selling, up-selling, and down-selling) to display product proposals
• Map and upload customer data via external list management

Confidential, Chicago, IL

Manager Network Services

Responsibilities:

• Project Management experience in launching new devices, system upgrades, system maintenance, etc
• Manage projects related to capacity planning, performance tuning, and system security
• Formed and staffed Command Center for co-ordination of support services to increase efficiency
• Configure and maintain Cisco uBR7200 Series, Arris C4, and Cuda 12000 series routers

Confidential, Chicago, IL

Call Center Supervisor

Responsibilities:

• Manage a team of 20 agents providing technical support for Confidential & Confidential Cable Internet service
• Responsibilities included agent training, motivation, evaluation, counseling, and annual reviews. Ensured individual and team metrics were achieved
• Statistical reporting of daily and monthly team performance in accordance with service level agreements
• Interface with other departments through written and verbal communications to handle customer concerns