SUMMARY

• Certified professional with over 12 years in diversified information technology (IT) related experience in areas including; Customer Relationship Management (CRM); Salesforce Administration; Software Application Training; End - User Support; Project management.
• Experience managing complex projects with teams of employees.
• Strong time management, organizational, and technical skills with ability to work independently and also be a strong team player.
• Have excellent analytical, troubleshooting and problem solving skills with the ability to communicate in a clear and succinct manner.
• Strong IT experience in Software Development that includes all phases of Requirement Analysis, Design, Development, UAT and maintenance of Product / business applications including Cloud Based, Web Applications, Windows Applications, Web Services, Windows Services, Client-Server applications.
• Worked closely with Business Users to enable business processes using SFDC
• Experience working across various SFDC implementations covering Sales Cloud, Service Cloud, Call center, Chatter & App-exchange applications.
• Experience in SFDC development using Apex classes and Triggers, Visual Force, Force.com IDE, SOQL, SOSL
• Proficiency in SFDC Administrative tasks like creating Profiles, Roles, Users, Page Layouts, Email Services, Approvals, Workflows, Reports, Dashboards, Tasks and Events.
• In-depth experience in CRM business processes like Forecasting, Campaign Management, Lead Management, Pipeline Management, Order Management, Account Management, and Case Management.
• Extensive experience in analyzing business requirements, entity relationships and converting to Salesforce custom objects, lookup relationships, junction objects, master-detail relationships.
• Experience in integrating Salesforce with ERP applications like SAP using Informatics-on-Demand.
• Extensive experience in designing Custom Formula Fields, Field Dependencies, Validation Rules, Work Flows, and Approval Processes for automated alerts, field updates, and Email generation according to application requirements
• Experience in migrating data from legacy systems to Salesforce using Apex Data Loader.
• Hands on experience with Apex Language, Apex Trigger, Apex Class, Apex Test Methods, Apex Web Service, Visualforce Pages, Visualforce Components & Controllers
• Configured and maintained user security permissions in compliance with organizational needs
• Proficiency in Object Oriented Languages like C++,,C# Java, J2EE, JSP, Servlets and other Java technologies
• Experience in web technologies like HTML, XML, CSS, JSP, JavaScript, WSDL, and SOAP
• Experience in databases such as SQL Server, Oracle and MySQL
• Excellent communication and inter-personal skills, accustomed to working in both large and small team environments.
• Strong knowledge & experience working in teams implementing Agile Methodologies.
• Excellent communication and inter-personal skills, accustomed to working in both large and small team environments.
• Experienced in SAP C4C (SAP Cloud for customer) and pricing (IPC).
• Experienced in Service Management - Service Orders, service confirmations, service contracts, complaints and returns. Logistics integration between CRM and R3.Experienced in SAP CRM CIC (Customer Interaction Center) application.
• Experience on Data Migration, Data Conversion, Data Processing, Data Cleansing, Data Validation and Data Archiving Process.
• Experienced in Marketing planning and Campaign Management, Lead Management, Opportunity Management and Activity Management.
• Experienced In Sales Contracts and Service Contracts.
• Experienced in Campaign/Lead & Order to Cash process (Sales) - Marketing planning and campaign management, generating leads and call list, Segmentation and target groups, ELM, Opportunity Management, pipeline performance management, Quotation, and Sales Order in integration with ECC. Activity Management, outlook integration (Groupware integration).
• Experienced in ensuring all the business processes configured as efficiently as possible in SAP CRM 7.0 / 6.0 / 5.0/ 4.0/ 3.1 . Participated in all development, configuration and customization decision making to ensure successful project launch.
• Involved in 5 full life cycle implementations of SAP CRM & 1 full life cycle in Salesforce.
• Expertise in SAP CRM Middleware- Configuration, trouble shooting, enhancements.
• Deployed Internet Pricing Configuration (IPC).Provided support for the PHILIPS Consumer electronics for the Internet sales project- B2B, B2C, Product catalogue and sales order.
• Experienced in Configuring CIC framework(IC WEB CLNT, IC WIN CLNT) to the call center agents. Involved in Roles and Authorizations and User creation while coordinating with Basis team in SAP CRM. Experienced in CTI Configuration (AVAYA) and ERMS.
• Experienced in middleware customization and Bdoc modeling, initial, delta downloads of master data. Bdoc Monitoring.
• Experienced in making settings for Marketing Plans, Campaigns for budget allocation in CRM while integration with R/3 - PS WBS Elements and BW-cost analysis for reporting.
• Implementation Experience in R/3 SD- (pricing) and good exposure on ABAP/4-Data dictionary objects, LSMW, FM, Smart Forms, ALE, and IDOC’s.
• Client interfacing and exposure on working in offshore / onsite model.
• Attended training on CRM 2007 Web UI (RTUI60) User interface (RKT) and CIC Web client provided by SAP America.

TECHNICAL SKILLS

Salesforce Technologies: Salesforce CRM, Salesforce SFA,Apex Language, Apex Classes/Controllers, Apex Triggers, SOQL, SOSL, Visualforce Pages / Components, Apex Web Services, AJAX, Workflow&Approvals, Dashboards, Analytic Snapshots, Case Management Automation, Marketo.

SAP Technologies: mySAPCRM (online), MAS, Internet sales, WCEM, Sales, Billing, Service, Field Applications (Sales/Service), Marketing Planning &Campaign management, Basis - Security, BPS-BW, Customer Interaction Center (CIC) - web client and win client, SAP R/3 SD, SAP EP (SSO), SAP MDM, IS-Media, CRM 3.0,3.1,4.0,5.0,5.2, 2007,7.0.7.0EHP1, 7.0EHP2.

Salesforce Tools: Eclipse, Force.com IDE Plug-in, Force.com Explorer, Force.com Data Loader, Force.com Excel Connector, Force.com Platform (Sandbox, and Production).

Languages: Apex, Java, J2EE, HTML, XHTML,XML,CSS,COBOL

Database: DB2,Oracle 8i/9i/10g,MS Access, and MySQL

Mainframe Technologies: COBOL, DB2, CICS, JCL, VSAM and Fileaid

Operating Systems: Windows NT / 2000 / XP Pro / Vista/7, Windows Server / 2008, MVS

Web Related: XML, XSLT, Web Services, SOAP, REST,WSDL,OOP,SOA.

Customization: Outbound Messages, Workflow &Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Google Apps, Sandbox data loading

PROFESSIONAL EXPERIENCE

Confidential, St Louis, Missouri

Salesforce Lead Developer/Offshore Coordinator

RESPONSIBILITIES:

• Involved in various activities of the project, like development meeting, requirement gathering, and analyzing requirements, documenting the functional and nonfunctional requirements.
• Worked with the user group for requirement gathering throughout the planning and implementation and designed the data model to transform the existing business process to salesforce.
• Designed, developed and deployed the Custom Apps, Custom objects, Custom Fields, Custom buttons, Page layouts, Custom tabs, Components, Visual Force Pages, Apex classes to suit to the needs of the application.
• Attended daily meetings, weekly scrum meetings and sprint review meetings.
• Developed Apex Classes, Apex Triggers, Workflows and Approval Processes for various functional needs in the application.
• Created various Visual force/html email templates for Email Alerts using triggers and approval process for the clients and customers.
• Maintained data cleanliness and accuracy by adding various Custom validation rules and Custom formulas.
• Worked on Test Cases by developing Test Classes to meet the required Code Coverage in salesforce.
• Used Streaming API to implement push and publish service as per the client requirement.
• Created Profiles, Roles and Permission Sets for all the users in the organization.
• Worked on Data Mapping using excel sheets to map all the existing fields from Client and Mainframe Applications to Salesforce.
• Worked with SQL Server management studio to execute complex SQL queries using client and salesforce schema
• Worked with Data Loader to update, insert and delete records using excel sheets as a part of the data migration.
• Used XML based Web Services using SOAP/WSDL for common interface across all internal and external application and users.
• Worked on the UI layer coding JSP with HTML, DHTML, CSS Java Script, and Jquery.
• Worked on Data cleaning with excel sheets to avoid duplicate records using External ID.
• Used the Sandbox for testing the developed App after migrating some test data from client application.
• Used Salesforce Developer Console to execute apex codes and SOQL Queries to verify Salesforce data.
• Worked with the UserAcceptanceTesting (UAT) team to help them understanding the functionalities of salesforce.
• Provided ongoing salesforce.com maintenance support and administration services including periodic data cleansing and fixing runtime issues.

Environment: Saleforce.com platform, Apex Language, Visualforce (Pages, Component & Controllers),Data Loader, SQL Server Management Studio, HTML, Java Script, JQuery, CSS, WSDL, Workflow & Approvals, Custom Objects, Custom Tabs, Email Services, Eclipse IDE Plug-in, Windows 7.

Confidential, Farmington, CT

Sr. Salesforce/SAP CRM Consultant

RESPONSIBILITIES:

• Involved in all phases of Software Development Life Cycle (SDLC) starting from Requirements Gathering and Design.
• Involved in activities related to Saleforce.com setup, Configuration, customization, Administration, Development, Data Migration and deployment of application to force.com platform.
• Configured and customized Salesforce.com using standard setup tasks as well as developed Apex coding which includes Triggers, classes, classes for custom controllers and controller extension, schedulable apex classes, batch apex, Apex sharing rules, Email Services according to the functional needs of the application.
• Defined, and deployed the Custom objects, Custom tabs, Entity-Relationship data model, validation rules, Workflow Rules, actions, Auto-Response Rules, Page layouts, mini page layouts, search layouts, custom Components, custom compositions, Visual Workflows (flows), custom reports, dashboards Visual Force Pages to suit to the needs of the application.
• Created several workflows by defining rules, approval processes and related actions which include creating related and time triggered tasks, email alerts, filed updates to automate the business process.
• Implemented Salesforce Chatter for internal users to share the deal information and status updated on various activities.
• Wrote several SOQL & SOSL queries in the apex coding with consideration to Governor Limits for data manipulation needs of the application.
• Defined lookup and master-detail relationships on the objects and created junction objects to establish many to many relationships among objects.
• Created users, roles, public groups and implemented role hierarchies, sharing rules and record level permissions to provide shared access among different users
• Implemented Validation Rules, Assignment Rules, Sharing Rules, and Escalation Rules according to the application requirements.
• Integrated the third party web services using callouts by generating the necessary stubs from the WSDL files for extracting the data from external systems to display in the pages of salesforce.com and developed own WebServices.
• Worked on the Eclipse IDE with Force.com plug-in environment for writing Business logic in Apex Programming Language, testing and deploying.
• Worked on Force.com Explorer for querying SalesForce database using SOQL &SOSL queries and Data Loader for data migration, insert, update, and bulk import or export of data.
• Created templates, approval processes, approval page layouts and defined approval actions on them to automate the processes.
• Agile Development Methodology was followed for the implementation.
• Conducted Business Process Review sessions to analyze the existing and to-be implemented business processes for Clients.
• Performed GAP analysis and identified the RICEFW’s.
• Writing Functional specifications and test scripts for IT1 to IT5 cycles.
• Provided design for the Marketing Enrollment Programs mapping with Campaigns.
• Provided design on very complicated structure of company management (channel partners).
• Provided design on User Management: WCEM users and HVACp Users using SAP CRM in integration with Share Point application.
• Provided solution on Duplicate Merge in integration with ECC and CRM.
• Provided solution on Share Point and SAP CRM integration for the Programs and Company Management.
• Provided solution on multiple address maintenance with the companies.
• Performed Configurations on WEB UI, Marketing Campaign, enrollments, Business Partner, Orders, Opportunities, contacts, partner functions etc...
• Break fix on critical production issue on several dumps at the time of GO - Live cutover.
• Pipeline performance management - Churn rates, QUOTA generation.
• Performed Material load from ECC to CRM and extraction from CRM to MDM for the product catalog which also includes the configuration.
• Pricing load from ECC to CRM - Identified structural changes from SAP, applied the OSS notes from SAP.
• Web Services generation for the BP - CRUD operations (WSDL Generation).
• Lunched the external URL using transaction launcher.
• Web Services generation for the Marketing Programs search and the read.
• Web UI Configuration - Navigation bar profile, Business Roles, Adding custom fields at Marketing program (Campaign) etc.
• Sales order configuration in integration between CRM and ECC for the WCEM, delivery and billing in ECC.
• Use cases review with client. Groupware single server with two CRM clients integration.
• Test scripts / Identifying Bugs / Writing FSD’s / Assist UAT.

Environment: Sales Cloud, Apex, VisualForce, Web services, Workflow & Approvals, Custom Objects, Custom Tabs, Informatica Cloud, SVN repository, Email Services, Force.com IDE, Windows XP, SAP CRM 7.0 EHP1.

Confidential, Pittsburgh, PA

Sr. SAP CRM Consultant

RESPONSIBILITIES:

• Involved in Design Sessions
• Setup Middleware -Involved in Master data (Account Management and Products) load approach from ECC to CRM. Performed initial setup between ECC and CRM. Worked closely with Basis team on the refreshing the systems. Customizing load from ECC to CRM. Setup the initial load for the Customer Master (Account Management). Setup the initial load for the Material Master. Configured and load the customer hierarchy. Setup and load the contact persons. Setup and load the Vendor Master. Setup and load the Organization Structure sales. Setup and load the HR Organization Structure with Employees using ALE/IDOCS.
• Set up load the pricing data - writing functional specs on the additional fields flow from ECC to CRM. Setup and load the rebates agreement types from CRM to ECC.
• Integrating the Trade promotions with ECC.
• Adding fields on Business Partner using AET - WEB UI Enhancement.
• Involved in Configuration: Condition technique Off Invoice setup, Campaign determination, trade spends, spend types, Spend category, Spend Method, Discount Method, condition maintenance group, campaign type, statuses.
• Performed connectivity and the generation of the middleware objects.
• Maintained filter criteria at the adapter object level.
• Maintained 5 environments in terms of middleware setup - data load.
• Worked on client copy issues in terms of middleware.
• Maintained admin console settings for the sites and subscriptions.
• Setup & Downloaded Sales Organization Structure from R/3 to CRM
• Setup & Downloaded Plants and mapped to Service Organization in SAP CRM 7.0.
• Setup & Downloaded condition and customizing master data.
• Understanding the OTC process flow.

Confidential, Pittsburgh, PA

Sr. SAP CRM Consultant

RESPONSIBILITIES:

• Analyzed and explored all the relevant business processes, core functionality areas and integration points related to the SAP CRM sales and service areas.
• Identified the processes related to Cashman - Field Service, In-House Repair, Rental Repair.
• Worked on the design specifications related to sales and service processes in integration between ECC and CRM. Prepared functional process flows, functional designs and working with the technical team.
• Designed Pricing using IPC - Condition Technique, Condition types, access sequences, condition tables, condition records, field catalog.
• Worked on Account and Contact management.
• Designed Machine Sales and billing (SAP CRM Billing), Machine Rental processes.
• Designed field service and In House repair processes.
• Designed Rental repair, Power sales processes.
• Designed Parts Sales process.
• Designed Complaints and Returns Process.
• Helped in preparing the templates for the data conversion.
• Involved in preparing the blue print documentation and getting signed off.
• Middleware Setup between ECC and CRM: Master data load from ECC to CRM (Customers, Materials, Knowledge Base, Contact persons, Pricing, customizing load) and CRM to ECC (Sales and service transactions).
• Master data load - Customers, materials, Knowledge Base, Organization Structure, Pricing.
• Product configuration using IPC and performed XCM settings.
• Service Order Configuration - Item categories, copy controls, organization determination, actions, date profile, pricing procedure, partner determination.
• Identified the configuration areas - Return order, Confirmation, In-House Repair, Logistics and CO integration, Lead and Opportunity Management, Service Contracts, Warranty and Claims, Service Quotations.
• Web UI Configuration - Setup business roles, skin changes.

Confidential, Pittsburgh, PA

Sr. SAP CRM Consultant

RESPONSIBILITIES:

• Attended workshops and involved in designing the processes.
• Involved in defining process flows in terms of middleware and pricing.
• Studied AS-IS process and identified the gaps.
• Setup up middleware settings between SAP R/3 4.7 and SAP CRM 7.0.
• Pricing - Conducted workshops and designed pricing in integration between ECC and CRM.
• Setup & Downloaded knowledge Base and variant conditions. Involved in setting up the IPC for product simulation and Pricing.
• Setup & Downloaded HR Organization structure and employee master using ALE, IDOCS.
• Setup & Downloaded Equipment master (IBASE will be created associated with I Object in CRM) from SAP R/3 to CRM 7.0.
• Setup & Downloaded vendor master from SAP R/3 to CRM 7.0
• Setup & Downloaded Material Master from SAP R/3 to SAP CRM 7.0.
• Setup & Downloaded customer master (Account Management) from SAP R/3 to SAP CRM 7.0.
• Setup & Downloaded contact persons from SAP R/3 to SAP CRM 7.0 and vice versa.
• Setup & Downloaded customer hierarchy from SAP R/3 to SAP CRM 7.0
• Monitoring queues and registering the queues.
• Enhanced customer master BDOC (BUPA MAIN) and downloaded KNVV custom fields from R3 to CRM.
• Configured Complaints and Returns process.
• IPC Pricing - Downloaded the customer specific tables of pricing field catalog from R3 to CRM.
• Configured setting up service and sales transactions integration from SAP CRM 7.0 to R/3 4.7.
• Trouble shooting middleware and performance tuning.
• Enhanced and downloaded the custom tables from R3 to CRM.
• Created custom adapter objects to load the pricing conditions UTXJ tax.
• Involved in Vertex configuration.
• Worked with data exchange BADI in order to move the custom fields from CRM to R3 in the Service Order transaction.
• Involved in defining the process Van Replenishment and Branch replenishment of Inventory Management.
• Involved in configuring and defining the Order entry process - Identifying the Organizational Data, Identify the customer and contacts, the header and item details, Order Items import from AIMS interface, performing the order validations, Replicating the order to R3, Order pricing.
• Involved in defining the process field production and parts delivery and Invoicing of parts delivery Invoice.
• Involved in configuring and the defining the process for the Returns - Returns Order Entry, Advance Replacement, Execution, Credit Customer,
• Configuring and the defining the process for the service execution – Assignment of technician, Delivery of part to technician (Service or Installation), Service execution, Service Confirmation and Invoicing.
• Involved in defining and configuring the process Contracts – Contract entry and Service plan execution, Service contract execution in terms of Middleware.
• Involved in CRM Internal Order process and configuration in integration with CRM and R3.
• Involved in Credit Verification process in terms of Middleware.
• Setting up middleware settings between SAP R/3 4.7 and SAP CRM 7.0.
• Involved in connectivity and the generation of the middleware objects.
• Maintained filter criteria at the adapter object level. Coding on Material filters from R3 side on order to flow the sales organization specific data.
• Worked on partner functions of the sold to party loaded to the CRM from R3. Configured the partner function mapping R3 to CRM and CRM to R3.
• Writing the Functional specification documents and prepared the configuration documents.
• Writing the technical specification documents and the test scripts.

Confidential, Pittsburgh, PA

Sr. SAP CRM Consultant

RESPONSIBILITIES:

• Involved in designing the processes in closely interacting with client.
• Performed connectivity between ECC and CRM, generation of middleware objects, downloaded master data- products, sales area, condition master, customer master.
• CIC Web Client User Interface – Worked on business roles, work centers, work center links, including URL’s, embedded Confidential logo on UI, adding the fields.
• CIC Web Client: Account and contact management – Worked on employee determination and account hierarchy creation.
• Agent Inbox settings, CIC Business Roles and CIC Business role profile configurations.
• Performed middleware settings between CRM and ECC for sales order replication.
• In ECC - maintained customer master, sales area, material master, pricing procedures and the condition records, sales documents, delivery, billing, transfer of order, PGI. The process involved OTC and the availability check done at CRM.
• Configured sales order in CRM – Partner determination, Organization determination, pricing determination, item category determination etc.
• Pricing (ECC and CRM IPC) – Condition Technique, Condition Types, Access Sequences, Condition tables, Pricing Procedure, Field Catalog, Pricing determination, Condition Records.
• Activity Management – configured appointments, tasks, follow up activities.
• Lead Management – Created and assigned the Questionnaire, lead assessment.
• LSMW – Load the customers and contacts from legacy system.
• Opportunity Management and pipeline performance management– configured actions, sales methodology and follow up activities, pricing, organization determination, partner determination.

Confidential, Chicago, IL

SAP CRM Consultant

RESPONSIBILITIES:

• Maintained ALE setups between CRM and ECC for employees download from ECC to CRM.
• Downloaded organization structure and employees using IDOCS from ECC to CRM.
• Worked on ACE (Access Control Engine) and maintained rights and rules for users and roles for Case Access.
• Maintained filter group on info types for the message type HRMD ABA.
• Generated partner profiles in both systems ECC and CRM, distributed model view from ECC to CRM. Activated Change pointers.
• Scheduled jobs for the delta load of employees from ECC to CRM.
• Defined EIC Profile (CIC WEB Client) and assigned function profile Id’s like tool bar, runtime framework, navigation bar, content management, case, business transaction, activity clipboard.
• Configured Case Management and transaction records, creation of case notes, configured email triggering, defined case closing profiles, setting the case search scenario.
• Performed Scenario testing, integration testing and unit testing.
• Maintained RFC destination between CRM and AVAYA (SAP Connector).
• Maintained connectivity between CRM and TREX Server for knowledge search.
• Involved in content management for document search through portal.
• Configured and launched transactions in IC Web client using transaction launcher.
• Defined status profile and text determination procedures for cases and transaction record (Activities). Agent Inbox settings.
• Worked on authorization objects so that no other group company can see other group company’s data and maintained authorization objects for Business Partner’s.
• Prepared functional specifications for workflow scenarios.
• Customized interaction record (IC Web Client) which back end intern created as an activity transaction type.

Confidential, NC

SAP Functional consultant- SAP SD

Responsibilities:

• Configuring SAP R/3 SD Sales Documents, Item Categories, and Contracts.
• Master Data maintenance: Customer master, Partner functions, Material Master.
• Configured Order Processing: Different order types, Partner Determination, Material determination, Listing and exclusion, free goods determination using Condition technique and text determination.
• Set-up Pricing: Base pricing, discounts, using condition techniques.
• Consignments fill up, pickup, Issue, return. End user training, Knowledge transfer and documentation. Post-production support.