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Project Lead Resume

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VirginiA

SUMMARY:

A result oriented professional with total 14 Years of experience in which 12 years of extensive implementation and support experience in ISU/CCS as IS - U CRM / CR&B consultant with 2 project life cycle implementations, 1 upgrade and 3 post go-live support. Nearly 2.5 Year of rich experience as an Engineer Maintenance (Utilities & Mechanical Maintenance). Having good understanding of all ISU modules and utilities business.

SKILL:

Process: Utilities Business Process

Technology: ERP: SAP

SAP: IS-U CRM / Customer Service Functional Consultant

COMPETENCIES:

  • Good Understanding of all IS-U CR&B processes such as new connection processes, disconnection / Reconnection processes, Product Swap, transfer, move in, move out etc.
  • Experienced in Base line configuration for ISU CCS module including Customer Interaction Center.
  • Configuration of CRM Business Roles
  • Writing the functional specification for the developments relates to different processes mentioned above and has Knowledge of various SAP ISU and CRM TABLES used.
  • Handling ISU Master data’s
  • Knowledge of SAP Work Management. Configuration of customer service orders and Service notifications for the CCS processes. Identified and configured task list, main work centers, user status, maintenance activity type, code group and planner groups.
  • Handling the CS integration part with other ISU modules such as, DM/IDEX, FICA and Billing
  • Good understanding of meter to cash cycle.
  • Knowledge of CRM Check Framework
  • Worked on Roles and Authorization.
  • Query Designing through SQVI Transaction for fetching Required Data through Tables. Understanding of BI/BW reports building.
  • Experience in resolving contract replication errors like BDOC’s, Queues and ECRMREPLM etc.
  • Done Mass Data Updation through LSMW and MASS Tool as per requirement.
  • Knowledge of testing tools like HPSM, HPQC etc.
  • Handling Integration of SAP ECC 6.0 and CRM 7.0
  • Well Understanding of CRM Middleware General Concepts and Middleware Replication Understanding of Initial Download and Delta Download process to transfer data from ISU to CRM
  • Well Understanding of master data generator/templates and its uses.
  • 2 Years of experience in working as a SAP Plant Maintenance consultant

SELECTED PROJECT EXPERIENCE:

Confidential, Virginia

Project Lead

Responsibilities:

  • Working as a Project Manager. Primary responsibility is to implement Purchase of Receivable project, a regulatory requirement.
  • Primary responsibility is to gather requirements from Business, estimate cost of build, plan delivery dates of objects, track timelines, weekly status update to client and track overall health of project.

Confidential, Texas

Customer Service Functional Consultant

Responsibilities:

  • Working as a team lead of onshore and offshore team.
  • Primary responsibilities are requirement gathering, analysing, solutioning and deployment in production.
  • Providing Support to day to day issues faced by agents during Move-in, service transfer, product swap, Move-Out etc.
  • Solving defects raised in tickets by analysing functionally and Changing codes.
  • Working on enhancements as per business requirement.
  • Initializing design changes, Configuration and Functional design required for changes.
  • Configuration of monthly electric, gas and dual fuel plans each month. Running renewal activity on mass contracts expiring every months.
  • Solving contract replication errors like BDOC’s, Queues and ECRMREPLM etc.
  • Configuration and development of customer letters as and when required.
  • Configuration of new Interaction records class & activity.
  • Development of reports for Business.
  • Doing gap analysis of reoccurring issues and preparing SOP’s for resolving them permanently.
  • Testing of enhancements using tool HPQC
  • Created system controls to monitor business processes. Controls are tested and reviewed monthly using tool ARIS.

Confidential, Texas

Customer Service Functional Consultant

Responsibilities:

  • Providing Support to day to day issues faced by agents during enrolment, service transfer, product swap etc.
  • Solving defects raised in tickets by analyzing functionally and Changing codes.
  • Development of reports.
  • Testing of code fix using HPSM tool
  • Initializing design changes. Configuration and Functional design required for changes.
  • Impact analysis

Confidential

Customer Service Functional Consultant

Responsibilities:

  • Preparation of Blue prints of detailed Business Process Flow or Business Process development.
  • Development of solution papers for configuration of service orders, Customer Interaction center (CIC) Screen.
  • Development of New Functional designs (FD) & BOR (Business Object Repository) documents based on business requirements.
  • Development of Front office process (FOP) based on detailed flow of business process.
  • Preparation of shop papers for different business reports.
  • Data updating by using BDC & SECATT
  • Prepare Query for generating reports for accomplish business requirements.
  • Preparation of User Manuals for different business process and conducting user .
  • Upgrade SAP 4. 64 to ECC 6.0
  • Testing all existing business process in ECC 6.0 version.
  • Post-Go live support for end users .
  • Worked as consultant in SAP Plant Maintenance team

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