Customer Service Management

Vipin P Paul

Enterprise Portal Consultant

Mobile: +91-961*******

E-mail: ***********@*****.***

_______________________________________________________________________

Professional Summary:

< Total 4.7 Years of experience in Software Industry with SAP EP.

< Currently working as an Enterprise Portal Consultant with Mindtree Pvt

Ltd from Jan-2011.

< Previously worked as an Enterprise Portal Consultant with IBM India Pvt

Ltd from Jan-2010 till Jan-2011 and with "Reliance Info Solutions Pvt Ltd

(Reliance Industries Limited)" from Feb-2007 till Jan 2010.

Work Experience:

Experience in developing customized user friendly applications in SAP EP

using the following:

< WebDynpro for Java & WebDynpro ABAP applications.

< Knowledge management and Collaborations.

< ESS/MSS business packages.

< Webpage Composer, Visual composer.

< Functional modules and Data dictionary in SAP.

< Applications using GP (Guided Procedures).

< Portal Administration and User Management.

< Visual admin and Portal drive.

< JCO creation and Web Services.

< Logon page customization and Single SignOn.

< Federated portals and Application Integration.

< Knowledge in development of Widgets with SAP Widget Foundation.

< Worked on Agile (Scrum) environment.

< Organized and Result oriented. Highly developed communication,

presentation, negotiation,

Administrative, analytical and customer service skills with strong

team commitment and also a good team player.

Project Implementation Details

Project Name : HRMS (ESS/MSS) Portal

Client : IBM

Technology : SAP ECC v6.0 version, with Enterprise Portal v7.0.

WD - Java, NWDI & ESS/MSS.

Role : EP Consultant

Team Size : 10

Duration : Jan 2010 to Jan 2011

Description:

IBM HRMS Program implemented the SAP HCM Solution, including portal and

self service capabilities for

all IBM employees and managers worldwide. The resulting system unified

human resources, and payroll

operations into a single global SAP based system.

Project Name : Tele-Marketing portal

Client : Reliance Retail

Technology : WebDynpro for ABAP, WebDynpro for java, Visual

Composer.

System : SAP CRM.

Role : EP Consultant

Team Size : 8

Duration : Jan 2009 to Dec 2009

Description:

Tele-Marketing portal is a complete automation of Tele-sales and Tele-

services. This includes applications for product creation, Tele caller's

customer interaction, telephonic verification of customer data, lead

creation for customers and collecting customer remarks based on stores and

products. This also includes various daily and monthly reports on sales and

services.

Responsibilities:

< Requirement gathering form client.

< Created WebDynpro applications for tele-automation.

< Creating I-Views, Roles in Portal.

< Preparation of unit test cases.

Project Name : Campaign Management

Client : Reliance Retail

Technology : WebDynpro for ABAP, WebDynpro for java, Enterprise

Portal 7.0,

Web Service and Guided Procedure

Systems : SAP CRM and Oracle.

Role : EP Consultant

Team Size : 9

Duration : March 2008 to Dec 2008

Description:

"Campaign Management" portal is developed to handle Promotions in retails

stores. It handles the different kind of campaign created by the category

team of Reliance. All the campaigns created are initially stored in the

"Oracle Database". Later all the approved campaigns are stored in the SAP

CRM. This includes a Workflow system with Campaign creation, modification,

searching, and user authorization. The approval workflow is implemented

using "Guided Procedure". Once the campaigns are approved an XML file is

generated and TIBCO is picking up the file. Then TIBCO is putting the file

in RETAILX and the campaigns are executed in the store. Campaign Management

portal provides the role based access for different users.

Responsibilities:

< Creating CAF GP application for implementing workflow.

< Creating WebDynpro ABAP Applications.

< Configuring UWL for GP Workflow.

< Configuring the notification service.

< Creating Reports in Visual Composer.

< Creating i-Views, Roles.

Project Name : Reliance Digital Asset Management System

Client : Reliance Retail

Technology : Knowledge Management and collaboration, Webpage

Composer, Visual

Composer.

Role : EP Consultant

Team Size : 8

Duration : March 2007 to June 2008

Description:

Reliance Digital Asset Management System is an explicit place to manage

Retail categories content and images. Here different Retail department

users can post their contents or images and share it with their partners

and colleagues in the most secured way. This will also help in automating

some of the most repetitive and routine tasks. Portal is developed for

managing all the files and repositories. Users can upload files and send it

for approval according to the authorization. The entire feature like

forums, instant messaging, discussions, and subscriptions are also included

in portal. Portal is customized according to user's requirements.

Responsibilities:

< Configuring the Knowledge Management & Content Management.

< Configuring KM Workflow.

< Configure the log in page of the portal

< Configure Self registration, thumbnail of PDF and images.

< Setting Permissions, service permissions, subscriptions, versioning

etc.

< Configure Forum and notification.

< Configure Collaboration.

< Configure application integration.

Technical Skills:

< SAP Net weaver Technology : WebDynpro for Java, WebDynpro for

ABAP, Knowledge

Management and Collaboration, Guided

Procedure,

Visual Composer, Webpage Composer,

Web Services, Adobe & SAP Widgets.

< Web Technology : Java.

< Database : Oracle.

Academic Credentials:

< Passed MCA from Mahatma Gandhi University, Kerala in (2003-2006) with

76.8%.

< Passed BCA from Mahatma Gandhi University, Kerala in (2000-2003) with

72.6%.

Passed +2 (12 Standard) from Board of Higher Secondary Examinations

2000 with 61.0%.

< Passed SSLC from Board Of Public Examinations in 1998 with 70.1%.

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