Summary:

7+ years of experience in SAP CRM consulting. Experience in SAP CRM is broad and consists of Account/Contact Management, Order and Sales Management, Campaign Management, service Management, Web UI and Middleware.

• Seven (7) SAP R/3 End-To-End project implementations with Project Management experience including three (3) CRM Full Life Cycle
• Experience implementing and supporting SAP CRM 7.0 and SAP CRM 5.0 in Sales, Service and Marketing Scenarios with Web UI Configuration
• Experience in implementing SAP CRM best practices for the scenarios in Accounts and Contracts Management, Leads and Opportunities Management, Activity Management, Territory Management, Marketing and Campaign Management, Sales Orders and Service Orders Management, Service Agreements and Contracts, Warranties, Installed Base Management, Complaints and Returns
• Knowledge in Access control engine and Intellectual Property Management (IPM)
• Experience working with Developers on WRICEF (Workflows, Reports, Interfaces, Conversions, Enhancements and Forms) Objects
• Experience in Middleware with Data Mapping, Data Replication/Transfer of various Objects like Condition Objects, Business Objects and Customizing Objects between ECC and CRM
• Experience in configuring complex Pricing Procedures with custom Access Sequences and Condition Table
• Hands-on experience in Test cycles, End User and Super User training, Change Management documentation and providing post Go-Live support
• Managed the strategy to transition the Post Production process and Business operations Protocol with clear definition of roles and responsibilities
• Excellent team player with good analytical capability and a Strong Interpersonal, Communication and Self- Organizing skills

EDUCATION:

Master of Business Administration Confidential,

Bachelors of Computer Application Confidential,

Professional Experience:

Functional Skills

Requirements Gathering, Fit- Gap Analysis, Functional & Configuration Design

CRM Sales & Marketing

CRM Lead to Order, Lead Management, Opportunity Management, Quotations, Sales Contracts, Sales Orders, Pricing, Condition Technique, Campaign Management, Target Groups etc

CRM Service Management

IBase, Components and IObjects, Service Contracts, Service Orders, Service Confirmations, Complains and Returns, Warranty Claims

CRM Middleware

Configure Middleware settings in CRM and ECC. Conducted Initial and Delta Download for Condition Objects, Business Objects and Customizing Objects. Setup various RFC destinations

WEB UI

CRM 2007 Web UI Configuration, CRM Business Roles Configuration

Confidential,
Salina KS May 2011 to Present
CRM Sales, Marketing – Design and configuration

Project Involvement:

• Full Life cycle Implementation of SAP CRM 7.0 with emphasis on SAP Best Practices
• Lead an offshore team, managed the communications with end client and was responsible for allocated resources to the team
• Involved in Requirement Gathering, Fit-Gap Analysis, Blueprint Documentation, Creating Functional Design Documents
• Conducted workshops on requirement Gathering and Feasibility study of the Blueprints and Facilitated business process modeling workshops and managing work-load for CRM team
• Planned SAP CRM 7.0 implementation evaluating all scenarios within scope of SAP CRM sales applications
• Configured Middleware settings in development, test and production System
• Configured Various RFC destinations and the Logical systems IN both CRM and ECC to connect the Systems
• Configured and customized different Business Roles for the various Business Accounts with number ranges and replicated Customer Data from ECC
• Set up Data Mapping configurations in ECC to replicate Customer Master and Contact person from ECC to CRM
• Responsible for middleware monitoring, maintenance, maintained RFC destinations, troubleshot IDOC and BDOC errors, filter management, and modifications to middleware related function modules as necessary
• Replicated Product Hierarchy and Material Master from ECC to CRM
• Replicated Equipment from ECC to CRM, configure serialization profile in ECC and attached it to the respective materials
• Configured Pricing procedures in ECC and replicated them to CRM with use of filters. Replicate the conditional tables and tax jurisdictions from ECC to CRM.
• Configured the Organization Model and replicated Organization Hierarchy and Distribution Channel. Assigned positions and employees to the Organization units
• Configured various CRM Transaction Types, Item Categories, Item Category Determination, Text profile, Address Profile, Status Profiles and Date Profiles for various CRM Sales Orders
• Implemented Territory Management according to the Sales Area and Product
• Configured the Sales Cycles, automated each stage using Action Profiles
• Configured Lead Management settings from the creation of Leads through various channels
• Responsible for setting up questionnaires in facilitating the automatic qualification of Leads
• Configured Opportunity Management with Sales Methodology settings from the creation to the final stage (Won or Lost) resulting in the Quotation creation
• Created a Sales Assistant in Opportunities for speeding up the Lead to Sales Order procedures
• Configured various Partner Determination Profiles, Organization Determination Profile and Status Profiles for Sales Contracts. Configured sales order as follow up to contract
• Configured Periodic Billing procedures and Billing document types for the sales scenarios
• Involved in Functional Specification Documentation for Middleware Enhancements in product master for additional Custom Fields
• Involved in Web UI Roles, Layout Profiles, Function Profiles( Initial IC Scenario) and Navigation Bar Profile configuration for the different users
• Responsible for setting up the Sales, Marketing and Power User Roles
• Responsible for setting up Activity Management settings by automating the workflow using Action Profiles
• Designed and Configured Custom Condition Types and Pricing Procedures. Configured the Middleware Object to load the Custom Condition Types, Pricing Procedures and Condition Tables from SAP ECC to SAP CRM
• Configured Campaign Types, Communication channels, Marketing Plan, Campaign Element, Attributes, Attribute Sets, Target Group, Profile set (with Segment Builder), and Mailing List etc.
• Configured Lead management which includes Lead qualification levels/Lead groups/Origins, Workflow settings, Transaction settings, Questionnaires etc.
• Configured Campaign Execution to generate Activities and Leads for selected Target groups
• Involved in Test Scripts documentation for various test scenarios. Used HP Test center for Fictional/Unit Testing
• Lead the End user Training, User Acceptance Testing and documentation of user manual. Provided Support in Go Live stage
• Lead the SAP CRM production support team after Go-Live

Environment: SAP CRM 7.0 Implementation with ECC 6.0

Confidential,
NY March 2010- April 2011
CRM Service – Design and Configuration

Project Involvement:

• Full life cycle implementation of CRM 7.0 with emphasis on Service
• Involved in requirement gathering form the End User. Conducted Brain Storming Workshops and was involved in drafting Blueprinting documents
• Created Transaction Types, Item Categories, Status Profiles, Date Profiles, and Text Profiles in SAP CRM for the various CRM Service Transactions. Also configured relevant Partner Determination Procedures and Organization Profiles according to the requirements
• Involved in monitoring and troubleshooting of the CRM Middleware. Replicated Conditional, Business object in CRM from ECC
• Set up Custom Filters for Initial Download of Customizing Objects and Condition Objects from ECC and CRM
• Involved in middleware customization, BDoc modeling, Replication and Realignment of BDoc and data exchange with ECC
• Configured Middleware to connect to Multiple CRM System to a single ECC system
• Involved in Business Partner Mapping between ECC and CRM for downloading customer data
• Documented Functional Specifications to Enhance Middleware for standard customer download to Extract Customer Credit Data from ECC-FI
• Configured SLA Parameters for custom Response Profile. Designed Response Profile based Pricing of Service Contracts
• Configured service contracts according to SLA’s, Pricing Policies and Durations of contract
• Designed and configured different Service Confirmations Processes in CRM. Involved in designing and configuring the CRM Field Return process from a Service Confirmation
• Configured and Created Multilevel Categorization Schemas in CRM for the Service Orders and Service Confirmations. Configured the relevant Subject Profiles to assign the Schemas to the Transaction Types
• Participated in designing and configuring various Service Contracts in CRM using Pricing Agreements
• Worked with the ECC team to design Pricing Procedure and associated Condition Types (for Pricing Agreements) for Release Service Orders from incorporating Standard and Warranty Service Contracts
• Configured IPC setting for Calculating various custom Pricing
• Configured ECC Billing Invoices according to the Billing Item category determination and billing due lists according to the service contracts and Quotations
• Designed the Vendor Warranty Claim process from a Service Confirmation. Designed the requirements in Terms of IBase, Component and IObject. Designed and configured appropriate Warranty Check profile
• Designed and Configured CRM Actions with relevant Start and Schedule Conditions for creating Warranty Claim and Field Return documents in CRM
• Configured In-House Repair document and automated the Inbound and Outbound Logistics Activities in ECC
• Configured Knowledge Management Documents to assist the Service Representative to Diagnose the defect
• Configured EIC-Employee Interaction Center for internal communication of Workflow Documents
• Configured different Alerts and assigned Appointments in Calendars for various users
• Designed and configured various Web UI aspects like Navigation Bar, Work Area Groups and Links, Quick Access Links and assigned them to various Business Roles according to the user
• Involved in Test Scripts documentation for various test scenarios.
• Provided Support in Go Live stage

Environment: CRM 7.0, CRM Service, ECC 6.0

Confidential,
WI October 2009 – February 2010
CRM Sales, UI Interface – Design and Configuration

Project Involvement:

• Responsible for interaction with business groups, IT functional areas and developers to gather business requirements and build design documents
• Involved for Master Data Configuration and Management
• Implemented Territory Management for North America
• Involved in implementation of Sales Org hierarchy, Sales Orgs, Company Codes for Sales
• Identified scope change and creating Functional Specifications
• Identified Gaps and creating Enhancement Design documents
• Sales cycle configuration for Lead, Opportunity, Quote, Sales Contract and Sales Order
• Involved in Setup of Org Profile, Determination Rules, Status Profile for Sales Orders, Quotes, Opportunities and Leads
• Created Transaction Types, Item Categories, Status Profiles, Date Profiles, and Text Profiles in SAP CRM for the various CRM Sales Transactions. Also configured relevant Partner Determination Procedures and Organization Profiles according to the requirements
• Configured Milestone Billing Plans for the Sales Contracts
• Designed and Configured Custom Condition Types, Access Sequence in Pricing Procedures and determined the Pricing Procedure. Configured the Maintenance Group
• Integrated with Virtex for Tax calculations in Pricing for Sales Order Management
• Configured ACE – Access Control Engine Views for Low level, Mid level And Top level Management
• Worked on Navigation bar profile, role based customization and view configuration
• Involved in Web UI configuration and enhancements for Global Sales and Marketing processes

Environment: SAP CRM 7.0 and ECC 6.0

Confidential,
Austin TX June 2008 – October 2009
CRM Design Functional consultant for Service Configuration

Project Involvement:

• Full Life Cycle implementation of CRM 7.0 with emphasis on Service
• Conducted Workshops’ to gather requirements and for blueprinting
• Involved in Detailed Business requirements Gathering and conducting Design Sessions with the Business folks
• Worked with business users to design the As-Is and To-Be process flows and conducted Fit-Gap Analysis
• Designed the process of Service Plans, Service Contracts, Service Orders and Service Confirmations and took it through billing
• Configured CRM Service Contracts and CRM Service Orders. Defined and Configured Sales Contract specific elements – Price Agreements Procedures. Integrated with the Client to define and implement custom Condition Types for Price Agreements
• Involved in creating CRM Transaction Types, Various Item Categories, Item Category Determination, Text profile, Status Profiles and Date Profiles for various CRM Sales and Service Transactions
• Designed and Configured Organization Determination Profiles and Partner Determination Procedures for the Sales and Service based Partner Functions
• Effectively Integrated CRM Customer Warranty with the Service Order to achieve Warranty based Pricing. Designed and Configured the Extended Warranty Process through a CRM Service Contract. Configured Service Profile and Response Profiles
• Defined and configured new SLA Parameters for custom Response Profile. Designed Response Profile based Pricing of Service Contracts
• Configured settings for Credit Memos for the ECC based Billing Process from a Service Confirmation. Created custom Condition Types and Pricing Procedures for the Warranty based Pricing
• Configured CRM Service Orders and Confirmations
• Designed the replication process for products, credit memos, debit memos, pricing configuration between ECC and CRM
• Involved in Designing Functional Specifications to Enhance Web UI view to incorporate custom fields like Free Freight
• Designed and Configured various CRM Business Web UI Roles, Layout Profiles, Function Profiles and Navigation Bar Profile
• Provided Go Live support in project integration and implementation

Environment: Upgrade of SAP CRM 5.2 to SAP CRM 7.0

Confidential,
Purchase NY September 2007 – June 2008
Blueprinting and Hands-on Configuration in CRM Service

Project Involvement:

• Created functional design documents Fit Gap Analysis
• Conducted Workshops’ to gather requirements and for blueprinting
• Designed the process of Service Plans, Service Contracts, Service Orders and Service Confirmations and took it through billing
• Configured Service Contracts and Service Orders
• Configured pricing, partner determination, organization profile, status profile, resolution codes etc. for Service orders and service confirmations
• Configured Service Templates for easy creation of Service Orders
• Configure billing for invoices, credit memos and debit memos in ECC
• Involved in configuration and customization of partner processing to setup determination procedures, which create access for partner functions in different business transactions in both ECC and CRM
• Involved in configuration of various transactions types and item categories for Service Orders and Contracts
• Created and configured various text determination procedures for data flow, output determination procedures to generate actions in all business transactions
• Used Solution Manager for configuration and documentation
• Configured the product master by creating hierarchies, categories, set types and attributes. Assigned the products and its condition types to the sales transactions
• Configured and documented various Business Process Procedures (BPPs) Business Process Definitions (BPDs)
• Configured ACE to restrict Service Order access to a certain subset for external parties
• Assisted in uploading customers and products from R/3 customer master and material master to CRM customer master and product master respectively through initial and delta upload

Environment: Implementation of SAP CRM 5.0

Confidential,
Orlando FL February 2007- August 2007
CRM Sales, CRM Marketing, CRM IC

Project Involvement:

• Designed and Configured CRM Lead process from CRM Marketing Campaigns. This enabled the client to automatically generate Leads from relevant Campaigns for a defined Target Group. Defined and Configured relevant process methodology using CIC Call Lists for Lead Qualification
• Designed and configured custom Action Profiles to generate Opportunities and Route them to appropriate employees for assessment. Configured various Sales Assistant based Action Profiles for defining Activities for Sales Representatives
• Designed and configured the various customized CRM Sales Transaction types. Sales Contracts, Sales Orders, Opportunities and Business Activities
• Customized Copy Control to allow the users work with various different transactions
• Configured Action Profiles to automatically create a Sales Order from a Sales Contract once the Sales Contract was s released
• Loaded Equipment data from SAP ECC into CRM. Configured the Middleware object for the load
• Loaded Business Partners from SAP ECC to SAP CRM. Configured the Middleware Settings for the load
• Configured Item Categories, Item Category Determination, Status Profiles, Date Profiles and Text Profiles etc.
• Created Categorization Schemas, Code, Code Groups, Catalogs and Subject Profiles for categorizing issues in Complaints, Service Order for CRM Customer Interaction Center (IC) WebClient
• Performed various configurations for Interaction Center(IC) Webclient viz. Account Identification Profile, Transaction Profile, Inbox Profile, Product Catalog Search, Lead Qualification and maintaining Product UpSellers and Cross Sellers
• Configured Campaign Types, Communication channels, Marketing Plan, Campaign Element, Attributes, Attribute Sets, Target Group, Profile set (with Segment Builder), and Mailing List etc.
• Configured Lead management which includes Lead qualification levels/Lead groups/Origins, Workflow settings, Transaction settings, Questionnaires etc.
• Configured Campaign Execution to generate Activities and Leads for selected Target groups

Environment: CRM 5.0, IC WebClient

Confidential,
OH July 2005 – December 2006
Project planning and hands-on configuration as SAP CRM Support

Project Involvement:

• Used Blueprint document to understand the requirements
• Configured various Transaction types, Item Category, Item Category Determination, Date Profiles, Partner Determination Profiles, Organization Determination Profile, Text determination Profile and Copy Control as per requirements
• Master Data configuration and Organization model configuration
• Configured various Pricing Condition Type, Access Sequence, Condition Table and Maintenance Group settings for the Pricing Procedure
• Copied and Replicated Business Objects, Customizing Objects and Condition Objects from ECC to CRM
• Configured settings for generating Billing Invoice in CRM
• Configured various Action Profiles for automation of Service Order to Confirmation
• Involved in creation of a Service Contract and configured all the attributes that determine the service contract
• Designed the Vendor Warranty Claim process from a Service Confirmation. Designed the requirements in Terms of IBase, Component and IObject. Designed and configured appropriate Warranty Check profile

Environment: Implementation of SAP CRM 5.0