Mithun Kumar Mandal

484-***-****

acf64h@r.postjobfree.com

Professional Summary:

SAP CRM Functional

Consultant

. 9 years of prevalent experience in Information Technology dispensing

significantly customer-centric & customer-focused business process

solutions, end-to-end IT management solutions, through process

orchestration and best practices, encompassing variety of SAP

products that include, SAP CRM and ABAP.

. Excellent skills in full project life cycle in the area CRM 7.0 WEB

UI.

. Extensive expertise in Technical, Functional/Business Knowledge of

various industry verticals such as Retail, Utilities, Chemicals and

Petroleum, Banking and Healthcare.

. Outstanding Troubleshooting and communication abilities.

. Demonstrated ability in managing and developing software applications

in the total life cycle of a project from requirements analysis,

functional analysis, architectural definition, project planning,

business blueprinting, design, implementation, configuration, testing,

data management & migration, enhancements, training and production

support.

. Deep technical and functional knowledge of my SAP CRM Suite of

Applications, such as Marketing, Sales, Service, Trade Promotion

Management and IPC.

. Strong Experience in ECC, R/3 modules in conjunction with SD, MM, and

FI/CO.

. Complete knowledge and Experience with ABAP and its programming

technologies such as Data Dictionary, Reports, BDC, Smart Forms and

Module Pool.

. Worked extensively in both Technical and Functional side of CRM at

customer site.

. Strong analytical skills with ability to quickly understand client's

business needs.

. Involved in meetings to gather information and requirements from the

clients.

. Research-oriented, motivated, proactive, self-starter with strong

technical, analytical and interpersonal skills.

Technical Skills:

. Configuration of SPRO for UI Framework.

. Experience on CRM 7.0, Workflow configuration and BADI implementation.

. Experience on Web UI Configuration and enhance components.

. Worked on CRM Middleware, AET, EEWB, BOL and GenIL.

. BSP developments, ELM developments and BADI implementations.

. CRM Middleware configuration and Bdoc monitoring and customization.

. Experience on IC web client, one order framework and BOL enhancements.

. Experience on Service, Sales, Marketing and exposure to SAP ISU

. Base Customization : Business Partners, Business partner Relationship,

. Organizational model, Organizational Data determination, Territory

Management

. CRM Pricing, Partner Processing, Maintaining Products, Status

Management, Actions

. SAP CRM Sales: Opportunity Management, Order Management, basic

functions, etc

. SAP CRM Web Client and UI Configuration.

. Marketing: BP Segmentation, Target Group, Market Plan and Campaign

Management.

. CRM Middleware. SAP CRM BCM

. Understanding of SAP CRM Trade Promotion Management.

Professional Work Experience:

IBM India Pvt Ltd

Jan '12 till date

Air Products and Chemicals, Allentown, Philadelphia

Mar '14 till Date

Sap CRM Team Lead

Project: Sales force automation (SFA)

Sales Force Automation is SAP CRM Sales and Marketing developed application

which enables sales and marketing of Airproduct's business.

Responsibilities:

. CRM Functional Lead Consultant on CRM 7.0 Implementation/Support of

Customer Interaction Centre and BCM application.

. Post Implementation support for CRM Application which includes

Marketing and Sales CIC and BCM areas.

. Responsible for leading a team in delivering solutions to our

customers.

. Deliver new and complex high quality solutions to clients in response

to varying business requirements

. Responsible for managing scope, planning, tracking, change control,

aspects of the project.

. Responsible for effective communication between the project team and

the customer. Provide day to day direction to the project team and

regular project status to the customer.

. Translate customer requirements into formal requirements and design

documents, establish specific solutions, and leading the efforts

including programming and testing that culminate in client acceptance

of the results.

. Utilize in-depth knowledge of functional and Technical experience in

SAP CRM and other leading-edge products and technology in conjunction

with industry and business skills to deliver solutions to customer.

. Establish Quality Procedure for the team and continuously monitor and

audit to ensure team meets quality goals.

. Worked on tools like Remedy and Incident Management for bug tracking.

Rockwell Automation, Milwaukee, WI

Jan '12 - Feb'14

SAP CRM Functional Lead

Project: Market to Quote (M2Q)

Rockwell Automation is a leading industrial automation company focused to

be the most valued global provider of power, control and information

solutions with annual sales ~ $5 billion, 20000 employees, 5600

distributors, system integrators and agents serving customers in 80

countries.

Rockwell Automation

Global Process Transformation (GPT) & AMS Projects are a multi-phase,

enterprise-wide business transformation and ERP implementation project.

Rockwell Automation has undertaken the transformational step of

implementing SAP as its enterprise-wide common technology platform, which

will span strategic business units and world-wide geographies. The long-

term goal of transforming processes and deploying SAP is to increase value

at the Business Unit (BU), and enterprise levels.

Responsibilities:

. CRM Functional Consultant on CRM 7.0 Implementation.

. A Senior Consultant is responsible for Analysis, design, development,

testing and implementation of customized SAP CRM solutions for new

implementations and Support for our IBM US customer Rockwell

Automation.

. Configured SAP CRM Sales: Lead management Opportunity Management,

Order Management.

. Action profiles and Transaction Launcher

. Custom fields added by using EEWB functionality

. Post Implementation Support

. Functional testing with End user Training

CapGemini, London, UK

Jun '10 - Dec '11

Sap CRM Senior consultant

Project: Centrica Plc

Centrica is an integrated energy company operating predominately in the UK

and

North America. The Agent Workbench (AWB) is the central place for call

centre agents to perform their daily work with respect to handling customer

interaction. Examples are changing customer data, re-printing bills,

entering meter reads and so forth. The goal is to include all relevant

customer transactions into the AWB. Centrica decided not to use the

Standard WebUI for call centers as is shipped by SAP but to create their

own UI based on the WebUI. The AWB includes many UI elements that are

specifically built for AWB.

Responsibilities:

. Coordination between Onsite UK Team and the Offshore Development Team.

. Customizing IC Framework and Profiles, assigning into CRM organization

unit, and determining responsible organization unit by responsibility

& organization model.

. Functional review of the objects concerning the development

work/repairs carried out by the off-shore technical team

. Involving in the Functional Testing of the developed objects

. Prepared different Link Test Scripting documents and related testing

work for different released objects.

Acs-Systech, Bangalore India

Oct '09 - Jun '10

Sap CRM Consultant

Project: Novell USA

Novell supports thousands of organizations around the globe, delivering

software that makes the workplace more productive, secure and manageable.

Focusing on today's social, mobile and multi-platform world.

Responsibilities

. Post implementation support for CRM Marketing and Sales application

version CRM 2009 (CRM 7.0).Involved in the Techno-functional activity

on the following areas of SAP CRM.

. Working on following components of Partner Life-Cycle management in

SAP CRM; Partner Profiling, Partner Registration, Partner Recruitment.

SAP CRM Partner Channel Management is a platform for organizations to

effectively collaborate with and leverage channel partners to better

market to, sell to and service customers. It helps organizations

better manage partners, and enables partners to effectively serve

their customers, resulting in a profitable and loyal partner channel.

. Territory Management provides Sales Management with the functionality

to structure and organize sales markets by dividing them into

territories. Define complex territory structures with ease. Define the

scope of a territory with a combination of attributes (e.g. from

Business Partner and Product).

. A Partner Plan is a comprehensive document used to record information

and plan actions at any time during the partner relationship life

cycle. Key contacts and partner relationship management can also be

centralized through the partner plan. Account teams from both you and

your partner can be maintained on the Partner Plan transaction.

. Leads management is used to facilitate company's chance to do

business. A lead enables to provide a streamlined link between

marketing and sales, so as to accelerate the process between first

interest and sales. Leads do not provide with complete details of

potential business opportunities, but they can help to find out more

about a potential business. Lead Management is designed to help

automate the initial pre-sales process, freeing up sales department to

focus on the most valuable prospects and opportunities.

. Interaction Center in SAP Customer Relationship Management (SAP CRM)

provides tools to ensure efficient and consistent customer service by

collaborating and communicating with customers over various channels.

Configured Business Role, role config key, Navigation Bar profile,

Technical Profile, PFCG role, Functional profile id.

. Campaign Management- Campaign management covers the complete process

for running a campaign starting with campaign planning, continuing

with execution of the campaign, and ending with the closure of the

campaign and analysis of the results. Campaign type, Objectives,

Tactics, Date management, BP segmentation.

Al Bilad Arabia

Jan '09 - Sep '09

Aramco, UAE Middle East

Sap CRM Consultant

Saudi Aramco has both the world's largest proven crude oil reserves, at

more than 260 billion barrels and largest daily oil production.

Headquartered in Dhahran, Saudi Arabia, Saudi Aramco operates the world's

largest single hydrocarbon network, the Master Gas System. Its yearly

production is 3.479 billion barrels and it managed over 100 oil and gas

fields in Saudi Arabia.

Responsibilities:

. Involved in SAP CRM 2007 Service module implementation as CRM

developer for screen enhancements using BADI, ABAP Object Oriented

Programming for Enjoy SAP GUI Controls. Worked on data migration using

BAPI function modules for Activity, Service, Engagement, and Business

Partner.

. Worked in the full-life cycle implementation including project

preparation, Business-Blueprint, Realization, Final Preparation and Go-

live & support using ASAP methodology. SAP CRM base configuration,

Business Partner, Organization Management, Territory management,

Transaction processing, Trade Promotions, pricing, billing, Web Client

UI setup. Worked on the setup of middleware and replication of

business and technical master data between CRM and ECC systems. CRM

2007 Architecture, Business Object, GenIL AND BOL COMPONENTS.

. Worked with BSP_WD_CMPWB (Component, Views, Context, Context Nodes)

. Creating own configuration Key from IMG(UI Framework->Define

Configuration Key. Changing Field name, changing input fields to Drop

down.

. User Parameter from CRM_UI_PROFILE

. Defining Value Help, Creating Customized skin, Creating Customer

Specific Fields, Configured Buttons, Component and Context Node.

. Exposure to fact Sheet.

. SAP Implementation methodology.

. Easy Enhancement Workbench (EEWB).

. CRM data structure, tables and Function Modules.

. Navigation Bar and Transaction Launcher.

. Modification in the Home page (display tasks and request based on

specific responsibility), enhanced the class of the corresponding view

and the attribute.

. Enhanced standard CRM Component, context nodes, views.

. Developed Custom search help.

. Restricted categories in the drop down list box in the service

transaction.

Wipro Technologies

Project: Cardinal Healthcare

Sep '07 - Jan '09

SAP CRM Technical Consultant

. As a team lead(team size- four), involved in key steps of the ASAP

methodology such as Project Planning,, transitioning, Conducting

Playback sessions, primary and steady state support of extremely

critical Sales Force Automation application. Also, supporting Service

applications for couple of their Business Units.ICM or Integrated

Customer Management is the SAP initiative which covers Marketing,

Sales and Service processes. Currently, SFA and Service processes are

implemented at Cardinal Health.

. The objective of the SFA initiative is to have a Unified Sales process

and consolidated systems across their multiple Business Units for

nearly 1500 Users. Involved in key Sales Force Automation processes

such as opportunity Management, Account plans, Account profiles,

Contact Management and Territory Management modules of the SAP CRM

application. Active support involves resolving Functional/Technical

issues, Enhancements and configuration-(Base customizing, PCUI,

Pricing) related to Application and Interfaces. Interfaces are

currently with source data systems across the multiple Business Units

integrated through Informatica Data Integration platform with SAP SFA.

The interfaces are namely for Master data such as Customer/Customer

Relationship, Employee, Territory-Account/Employee, Product,

Agreements and Installed Base. The project involves extensive work on

PCUI configuration and BSP applications through which most of the

processes are mapped. Involves active support of pricing configuration

and User exits using (Internet Pricing configuration) IPC. Worked

successfully on all environments (Dev, Test, Stage, Training,

Production) dealing with issues related to code.

. Updated few fields in Installed Base Search help in CRMC_BLUEPRINT_C

which reflected in PCUI Screen.

. Implemented SAP NOTE for a Pricing Condition.

. IDOC Deletion Job Run on regular basis.

. Added one item for deal Type Drop down Box through Value Table.

. Sales and Marketing Planning :

Optimize the efficiency of account management procedures and set

up marketing strategy:

. Plan and control marketing & sales budgets for customers, products,

markets and territories.

. Plan marketing activities.

. Define and allocate quotas for customers, products, markets and

territories.

. Implement portfolio analysis.

. Assign individual sales representatives or teams to opportunities and

activities.

. Record any customer personnel or third parties involved in a sales

project.

. Track the influence of customer employees or third parties in the

decision-making process.

. Flexibly handle various models to support different sales processes.

. Apply best practice via pre-defined templates.

. Define multiple sales phases per model.

. Define various (mandatory or optional) activities per sales phase.

. Define sub-goals per sales phase.

. Link deliverables to sales phases and activities.

. Define associations between sales phases and activities: link

completion of a phase to the successful completion of related

activities.

. Link sales projects to campaigns, sales opportunities, customer

service requests and interactions.

. Collect information for effective sales monitoring and forecasting.

Responsibilities: CRM Marketing

. Working with marketing and campaign management

. Segmentation of business partners

. Creating the target groups, profiles and profile sets

. Creating the personalized mail forms

. Working with the territory management

. Creation of the sales cycles for opportunity management

. Lead management

. Maintaining org model for CRM functionality

. Maintaining BP master data, BP roles and Data sets

. Worked on determinations like org data determination, partner

determination

. Lead management

. Defining lead origins, defining lead groups, defining questionnaire

for leads

. Creation of the sales cycles for opportunity management

. Working with the territory management

. Worked on segment builder and Segmentation of business partners

. Worked on segment builder and Segmentation of business partners

. Base customization-

. Maintaining the Bp relationships, partner processing.

. Field groupings and screen configuration

. Creation of the org model, org data determination

. Maintaining the categories and hierarchies for products

. Marketing and Campaign management- Segmentation of business partners,

Creating profile sales, Target groups, Data sources, Allocation

planning, Personalized forms, Opportunity management, Lead management,

Maintain copy control between transaction types.

. Middleware-Maintaining RFC connections between CRM and R/3 systems,

Creation ofBDoc monitoring, Creation of Replication objects, Creation

of Publications, and Subscription and Sites.

. Exposure on- Internet sales- Product catalogs, sub areas, Product

proposal, Top n products, Cross selling, up selling, down selling and

IPC USER EXITS.

Vision Tech Solution, India

Jun '05 - Aug '07

Software Engineer

WDC - Jan 2007 to Sep 2007

Customer: IBM

Role/Responsibilities: SAP CRM Consultant.

The Project: IBM's Application on Demand business provides enterprise

applications management and hosting services to clients across various

industries and geographies. This SAP system landscape will primarily

address following business functionality for IBM Applications on Demand

business.

Vision Tech Solution - June 2004 to Dec 2006

Customer: Tega Industries.

Role/Responsibilities: SAP Consultant.

. Stock Ledger Report which give information like plant wise stock,qty

received value received opening balance and closing balance. The

selection screen consist of plant material posting date and storage

location.

. Sales Order Information Report that lists information like sales order

no, Item no, material no, Quantity, Quantity unit, Net value,

Currency, Sub Total, Grand Total.

. Reports on Projection System: Displayed summarised dashboard

information of all individual physical servers which can be used for

creating logical partitioning.

. The tables such as EQUI, EQKT, EQBS, TOO1W, JEST, OBJK were used.

. Interactive Report that list purchase order details of a vendor. When

the user double clicks on material number it shows detail list with

fields matkl, meins, brgew, ntgew, gewei.The selection screen consist

of sales organisation, distribution channel and material number.

. Reports with Radio Buttons which gives sales information, Delivery

information and Billing information.

. Using the standard data conversion program uploaded the changed

information related to Vendor Master, Info Record and Material Master

data from legacy system to SAP R/3 using flat files.

. Sap Script Modification by using sub routine pool-ITCSY. Here Material

number, material type and material description were added to a

standard layout set.

. Smart Forms - Developed a smart form related to gate pass to be

submitted to vendor's location. This form outputs document number,

date, vendors name, address, a text body, material details, quantity,

unit.

. Reports - This program generates a flat file which will be fed into

the third party system. The result is mailed to the mail ids.

. Smart Forms- Smart forms on pricing configuration.

. User Exit - This user exit is developed to assign different Number

Range objects plant wise. This User Exit is developed to assign value

of sold-to-party field automatically in transaction VA01.

. ABAP-HR PROJECTS:

. Payroll Update: Developed a BDC report based on transaction PA30

(Maintain HR Master Data) where Personal Number, Date, Basic, wage

type were uploaded.

. BDC: Developed a BDC report with "call Transaction " method to upload

the status of PF ID and PT ID of the employees.( TSTID: Provident

Fund Trust and PENID: Pension Trust ID)

. Report on Employee Attendance Register: The selection screen consists

of Org Unit, Employee Number, Entry Date, Employee Group. The output

is Employee Number, Name, Grade, Department, and summary of attendance

register.

. User Exit - This user exit was developed to show a pop up window in

TCode PB 30 Personal Information. Here the FM 'popup_to_confirm' was

called and the message "Will you see the salary structure" was

displayed.

. Module Pool on Salary Structure:

Educational Qualification:

. B.Tech. in Information Technology, May 2005.

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