Configuration of Credit Check and Credit Limit Check

Configuration of Requirements Transfer and Material Availability Check

Configuration of SLA Determination Procedure
Configuration of Warranty Determination/Check
Configuration of Multi Level Categorization is Determination
Configuration of CO-PA Integration
Configuration of Postings to Cost Centre and Profit Centre and Internal Order Creation
Configuration of Subject Profile Determination
Configuration of Pricing Procedure
Configuration of Item Category Determination
Configuration of Questionnaire/Survey Determination
Configuration of Resource Determination through Resource Management Tool
Configuration of Text Determination
Configuration of Partner Determination Procedure
Configuration of Org Data Profile
Configuration of Action Profiles
Configuration of Date Profiles
Configuration of Existing Contract/Agreement Determination
Configuration of Product Proposals
Configuration of Qualification Requirements Determination
Configuration of Warranty Claims
Designing Custom Emails which would be prepared to send them to Service Technicians

* Involved in defining/testing IPC concepts for Service Contracts/Warranties/Service
Orders/Service Confirmations and interacting with ECC Server.

* Involved in knowledge transfer to different ECC guys in terms SAP CRM Service to do
cross module integration configuration

* Involved in the configuration of condition types for SAP CRM Service in terms of
COPA

* Involved in defining Service Types, Accounting Indicators and profiles for warranty
check

* Involved in defining surveys for Service Transactions and Confirmations

* Involved in defining SLA Determination Procedures

* Defined Action Profiles for different Service Transaction Types including Automatic
Notification-Email, Reminders, Alerts, automatic notification to Biller work queue prior
to contract cancellation for non-payment X days so customers can be dunned for
payment etc

* Defined different Billing Plans for service transaction types as per the business
requirement

* Worked on middle ware concepts to transfer business objects like Counter download,
Service Time Confirmation, Service Material Confirmation,Service Equipment,Ibase
installation rules,IBase - Gap Installation Rules,business partners,product masters
through initial load and delta load

* Extensively worked on Case Management...Defining case types,status
profiles,classifications,reasons for escalation and values for authorizations.

* Worked on Revenue Recognition for Service Contracts with SAP ECC Integration (If
you are comfortable only....)

* Extensively worked on configuring Organizational Structure in CRM Service Module

* Extensively worked on Special Settings on Service Contracts in terms of change
processes,counters,readings,usage Recording etc

Carried out baseline Transaction configuration tasks for Service Contracts including
Item Category and Action Profile configuration
Carried out baseline configuration tasks for Business Partner, including SD customer
configuration on the ISU (ECC) side
Oversaw replication of data between IS-U and CRM through Middleware
o Responsible for replication of data such as Business Partner master data, Business
Agreement / Contract Accounts, Service Contracts, Business Activities / Customer
Contacts
o Provide issue resolution for any replication problems
o Work with off-shore resources to monitor as well as enhance middleware
Enabled duplicate prevention in transaction BP by using TREX and configuring
duplication thresholds
Authored and responsible for functional specifications for items such as
o Business Agreement / Contract Account enhancements
o Web Service creation of Business Partners
o Interfaces between SAP and third-parties
o Billing-related items for CRM
Responsible for configuration of Master Data Templates and development of virtual
attributes to b
Involved in analyzing the business requirements from the Business users for Service
Management
Involved in defining different customized installed bases,defining PDP etc

Process: Complaints, Repair Process, and Service Contracts.
Created customized transaction types and item categories for Service contract,
Service order, Complaint and Return documents
Configured Installed bases by defining installed base categories, individual objects
families
Configured service plans and service level agreements(Service Response Profile)
Configuration of Categories, Code Group, Code Group Profile and Codes in the
Service Order
Configured Service level agreements, price agreements for service contracts
Customized service plans along with service contracts
Configured Multi-level categorization and Follow-up activities for service tickets
Configured warranty and contract determination in service order
Configured Resource planning tool in order to assign the service tasks to service
employee
Defined action profiles to create sub items in Complaints/Returns and In House
Repair order






Professional Summary
Over 7+ years of SAP experience which includes SAP CRM Functional and SAP SD. Proficient in
Analysis, Process design, Implementation, Trouble shooting, Testing and User trainings of SAP CRM.
Excellent understanding of ASAP methodology and involved in two full life cycle implementations using
solution manager.
Experienced in analyzing Business Processes and mapping Business Processes by following SAP Best
Practice.
Expertise in guiding the technical team members for User Enhancements, Custom Reports and other
system modifications and identifying the WRICEFobjects.
Expertise in Service Management which includes Installed Base, Service Agreements, and Service
Contracts, Field Service Management, Repair Order, Complaints, Work Order Management, Customer
Service Order confirmation and CRM Billing Processes.
Configured Master data and Basic functions: Business Partners, Product, Organizational Model,
Territory Hierarchy, Partner/Text/Date Determinations, Actions, Transaction Types, and Item Categories.
Excellent Knowledge of configuration and major steps in developing and set up of the E-Commerce
application for B2B and B2C scenarios.
Sound Knowledge of Business Processes, Order to Cash (OTC), Cross-Selling, Stock Transfer Order.
Hands on experience in configuration of Sales Cycle: lead, Opportunity, quotations, contracts, orders,
delivery and billing.
Strong exposure to Marketing Planning and Campaign Management.
Configured Marketing functionalities such as Marketing attributes, Segment Builder, Target Groups,
Campaign Management.
SAP CRM/ ECC Master Data Creation & Maintenance- Business Partner/ Customer Master Data,
Marketing Attributes, Product Master Data, Pricing Conditions, Organizational Master and Territory
Management.
Familiarity with Middleware settings, integrating both CRM & ECC for master and transactional data
processing.
Configuration of WebUI including Navigation Area, Work Centers, and Authorizations etc. based as per
the Business Role.
Configured Customer Interaction Center (CIC) Web Client Profiles, Framework, and Action box.
Good understanding of Business Processes includes areas of SD, MM Modules.
The ability to work in a fast-paced, team environment and interested to learn new technologies and
emerging standards and have ability to learn quickly.
Excellent communication and interpersonal skills, involved in interacting with core team and dealing with
end-users in documenting specifications and requirements.
Technical Skills
SAP Products: SAP R/3, 4.7, and ECC 5.0, 6.0, SAP CRM 5.0, 6.0 (2007) and 7.0
SAP Modules: SAP CRM, SAP SD, SAP MM
Programming Languages: C, C++
Operating Systems: Windows NT, 2000, WIN XP and HP-UNIX
Project Management Tools: Microsoft Project.
Professional Experience
Client: Confidential, Niles, IL Nov'11 - Present
Role: SAP CRM Functional Consultant
Responsibilities
Involved in AS-IS and TO-BE analysis during Blue Print Phase for gathering information and
requirements to prepare blueprint documents.
Configured Web UI framework using component enhancement workbench.
Defined communication settings, email addresses and email settings for Agent inbox settings for
interaction center.
Maintained business & authorization roles for accessing Interaction center web UI.
Configured installed base management, counters and objects.
Customized service agreements and service contracts as per the business process for customer
service.
Defined transaction type & item category determination for service order quotation, service order,
complaints and return management.
Configured ERMS (E-mail Response management system) for employees inbound emails.
Configured service process billing integration.
Customized navigation bar profile for all the interaction center agents including alert modeling, interactive
scripting & questionnaire for survey.
Customized with in-house repair and case management.
Configured IPC pricing procedure access sequence and conditions types.
Configured Marketing and Campaign Management in SAP CRM.
Configured Campaign Types, Objectives, and Tactics based on Customer requirements.
Segment of Business Partners (Target Group) through Segment Builder.
Integration of IBM Lotus Notes with in the CRM calendar for meetings scheduled.
Integrated both the systems for Master Data and conditional data Replication from ECC and CRM.
Replicated Customers, Material Master, Spare parts, and Equipments & Vendor master data.
Customized settings for Initial and delta load between ECC and CRM.
Created and modified mBDOCs to give additional functionality of Replenishment Orders.
Enhanced several objects: products, business partners in order to download new fields and tables.
Monitoring middleware data between ECC and CRM.
Monitoring inbound and outbound queues and error handling of Bdocs.
Assist with the string testing of end-to-end scenarios to verify system configuration across modules.
Intensive Go Live support.
Client: Confidential, Houston, TX Jul'11 - Oct'11
Role: SAP CRM Functional Consultant
Responsibilities
Maintained business & authorization roles for accessing Interaction center web UI.
Experience in developing new components of different applications in Web UI which includes
configuration & customizing of navigation bar, quick links and field setting.
Worked on easy enhancement workbench for adding new fields in CRM and making few invisible and
mandatory.
Setup for master data including number ranges, business partner, products and organizational
management.
Integrated both the systems for master data and conditional data replication from ECC to CRM.
Worked on sales order management including Order-To-Cash.
Configured sales contracts, quotations and sales order document type, item category, and item
category determination.
Configured transaction launcher depending on the business requirement.
Worked on copy control for transaction types.
Created action profile for follow up actions.
Configured a partner determination procedure and pricing procedure (IPC) and also worked a
promotional pricing to determine person responsible of the transactions.
Configured Alert Profiles and assigned alerts to it for the Call Center agents.
Worked on the settings of Knowledge search for the IC agents.
Customizing date profile for the contracts.
Integrated with ECC for billing.
Created and modified BDOC\'s to give additional functionality of replenishment orders and email setting
for the errors in BDOC\'s.
Worked on integration with groupware.
Worked on Solution manager.
Conducted and documented test cases.
Provided Post Go-Live Support and continuous development.
Client: Confidential, Nashville, TN Jan'10 - Jun'11
Role: SAP CRM Functional Consultant
Responsibilities
Participated in Business Blueprint workshop and Involved in the preparation of Functional specs for
custom SMARTFORMS for Sales order Confirmation.
Configured Business roles, navigation bar profile to define logical links, work center link groups, direct
link groups and work centers for Service Organizational Model.
Configured Partner Determination Procedure to determine contact person of the transactions.
Defined Copy Control for all the transaction types to create follow up transactions
Configured Transaction Settings for Service Order Processes, Service Order Quotations, Service
Plans, Service Confirmation, Service Contracts, Service complaints and Returns etc. i.e., defined
Transaction type and Item Category Determination and Defined Copy Control between business
transactions.
Configured Service Plans to trigger Service Order Templates with the help of Post Processing
frameworks to automatic triggering follow ups.
Configured Installed Base and IBase categories and Objects.
Created Service and Response Profiles for SLA.
Coordinated with middleware team to download Service Products, Product Hierarchy, and Product
Categories from the backend system into the CRM system.
Configured Web Shop to support B2B and B2C (E-Commerce and E-Service) by modifying existing
templates and created Product Catalogs, Proposals and ATP check via R3.
Configured and customized business scenarios with capabilities such as Base Functions, IC WebClient
functions & profiles, Agent desktop functions, Telephony Integration for Automatic Number Identification
(ANI).
Assisted ICSS team to create, manage and update Cases and Solution Database in Knowledge
Management for FAQ and provide advance search capabilities for predefined problems and User
Administration.
Assisted the test lead in development of application Test Plan and User Acceptance Test Plan along
with the Business users and OTC Cycle for SAP ERP.
Involved in Training of end users and troubleshooting day to day problems for SD module transactions.
Providing assistance in Post Production Phase to fix the Bugs and errors and close the Tickets.
Client: Confidential, IL Feb'09 - Nov'09
Role: SAP CRM Functional Consultant
Responsibilities
Involved in upgrading, implementing & configuring from CRM 5.0 to CRM 7.0
Plan, manage, and execute deliverables and timelines within work stream.
Implemented sales force automation (SFA) from opportunity to cash.
Configured Web UI framework using component enhancement workbench.
Configured business roles & navigation bar.
Configured business roles, profiles and BP account fact sheet.
Replicated & maintained organizational model synchronization with ECC.
Configured CRM 7.0 interactive reporting for lead & opportunity analysis and customized BI report links in
Web UI.
Created alerts, defined & maintained questionnaire for interaction center.
Configured Access control engine for account management authorization & authorization objects for
business transaction authorizations.
Configured marketing & campaign management, segmentation, personalized emails & ELM.
Configured marketing & campaigning elements, number ranges & external list management for uploading
leads into system.
Configured call center for inbound phone calls for customers orders.
Configured ERMS (E-mail Response management system) for employees inbound emails.
Maintained scripts and script profiles for interactive scripting for interactive center profiles.
Configured text determination procedure, text objects, text types, and access sequence.
Configured IPC pricing procedure and conditions types.
Configured transaction launcher for transactions in ERP backend system.
Customized navigation bar profile with work centers and direct links.
Define action profile, action definition, action conditions; assign action profile for business transactions.
Defining copy control from lead to opportunity, quotation, order & billing, defining follow-up Activities for
Sales Leads.
Configured organization, status and date profiles
Define sales cycle phases assign the phases to the sales cycle.
Enhanced screens using EEWB to add fields to the business transactions.
Configured groupware integration for CRM 7.0 and IBM Lotus notes 8.0.
Configured groupware integration for appointments & to dos.
Configured middleware settings between CRM 7.0 & ECC 6.0.
Customized middleware Settings for Initial and delta load between ECC and CRM.
Design/Configure CRM Middleware. Creation of Bdocs, Bdocs modeling.
Replicated Master data (BP, organizational and territory management data) and Transactional data.
Replicated customizing and conditioned objects.
Monitored replication status between ECC and CRM.
Client: Confidential, NC Feb'08 - Dec'08
Role: SAP CRM/SD Functional Consultant
Responsibilities
Involved in a CRM Full Life Cycle Implementation using ASAP methodology and documented project
requirements, defined organizational model and refined project goals by mapping the business process to
the standard SAP functionalities.
Developed and documented the functional specifications for the project requirements in the
Blueprinting phase.
Configured and customized business scenarios with capabilities such as Base Functions, IC WebClient
functions & profiles, Agent desktop functions, Telephony Integration for Automatic Number
Identification (ANI).
Developed and customized the IC profiles based on client's business process and assigned them to the
position holders and organization units.
Customized the screen layout of the IC WebClient, configured the component profiles, Tool Bar,
Scratch Pad, Alert Modeler, Transaction Launcherand Interactive Scripting.
Customized the Alert Modeler setup in IC WebClient in such a way that it triggers events for special
operations performed in the IC WebClient transactions.
Generated CTI specific call lists and assigned call lists to the call center agents.
Extensively involved and coordinated testing phase of the project and performed unit testing to ensure
high precision.
Conducted user training for Market Plan, Campaign Management and Market Segmentation.
Configured Sales documents in SD such as Rush Order, Cash Sales, and Consignment documents.
Configured various attributes related to Business Partner master data like roles relationships screen
settings.
Prepared documentation for the implementation process and worked with ABAP programmers to
enhance the functionality using BADI's.
Worked on CRM/BI interface for generating customized reports.
Participated in preparation of test cases for unit & integration testing and User acceptance testing and
defect tracking in Quality Center.
Provided Production Support.
Client: Confidential, Mount Olive, NJ May'07 - Jan'08
Role: SAP CRM Functional Consultant
Responsibilities
To map the business requirements into SAP CRM sales functionalities through discussions with key
business users
Performed Gap Analysis between business requirements and SAP delivered functionality
Assist in creating and reviewing the project blueprints and ensure proper designing, planning and
documentation of the project scope
Configured Basic Functions: Business Partners creation, Products enhancements
Coordinated with middleware consultant to replicate Mater data for Business partners, and Products
Configured transactions by defining transaction types, item categories, item category
determination, copy control for transaction types and item categories and assigning various profiles to
the transaction types
Configured incompleteness procedure determination, partner determination and text determination
Implement automatic business tractions via Action Management by creating action profile for business
activity
Configured SAP CRM Pre-sales and Sales to map business process into the system
Involved in the configuration and implementation of Opportunity Management in the system by defining
sales cycle, phases and assigning phases to sales cycle
Configured Organizational Management to automatically determine responsible partners based on
existing business logic
Implement Business Activities to help maximize lead identification efficiency
Created follow up for activities as a part of business activity transaction
Configure Lead Management - Lead generation and Lead qualification
Ensure proper workflow between Lead and Opportunity by defining transaction types and copy controlling
Configured the complete Sales Process including Quotation and Order Management from opportunity
management
Prepared test cases for unit & integration testing. Trained the production support team & super users.
Client: Confidential, India Oct'06 - April'07
Role: SAP SD Functional Consultant
Responsibilities
Involved in Various business meetings to analyze and document the business requirements for the Client.
Configured the Enterprise Structure for SD including Sales Organization, Distribution Channel and
Divisions and setting up sales areas.
Maintained and determined the required Pricing Procedures by configuring various Condition Types with
required Condition Tables.
Defining the associated Access Sequences, Created Condition Tables and Worked on the special Pricing
functions such as Condition Exclusion. Analysis of Pricing is carried on the later part.
Worked with the Master Data Team in identifying the Customer Master and Material Master Fields
required as per the business.
Created Various Account groups and the Customer Masters as per Business for different levels in the
Hierarchy.
Worked with the Technical item in identifying and solving some of the issues related to business including
writing the functional specifications and debugging of ABAP Programs.
Documented the entire configuration done and involved in the end user training and Knowledge Transfer
sessions and Production Support.
Participated in business meetings and worked with the other team members to analyze the Client's
requirements.
Carried out GAP analysis and completed the Study of system decencies with regards to SAP delivered
functionality.
Client: Confidential, India Jun'05 - Sep'06
Role: SAP SD Functional Consultant
Responsibilities
Developed Blueprint, master data creation and customization of customer master data.
Maintained prices, conversions, surcharges and discounts, defining condition tables, access sequences
and condition types for pricing.
Worked on sale deals, promotions, copy controls and freight.
Worked on different sales document types for orders, returns and credit/debit memo requests.
Configured special functionalities: Material listing and exclusion, automatic product proposal.
Created shipping, packing and transportation processes.
Involved in the creation of purchase orders, third-party order processing and consignment stock
processing.
Created Delivery, Pick and Post Goods issue and process Delivery Due lists.
Worked with route schedules and route determination.
Integration of Sales and Distribution with MM and FI
Maintained customer account groups, partner types, access sequences and procedures.
Worked on Variant Configuration, and Idocs.
Grouped several conditions together in condition supplement procedure and pricing.
Created and used condition indexes to search for condition records.
Configured Output determination procedures for billing documents, sales orders and delivery documents.
Responsible for key user training, end user training and post go-live support.