Professional Summary

Having ** years of experience which includes SAP Hybris C4C (Cloud for customer) & SAP CRM (EHP1, 7.0, 5.0 & 4.0) Marketing, Sales, Service, WEB UI, IT Service Desk, IC Web Client & E-Commerce.

Skilled in gathering and documenting project requirements, managing and reporting on project execution, developing and executing test scenarios.

Proven ability to rapidly design, estimate, prototype and implement complex systems in an atmosphere of evolving project requirements.

Good exposure to project implementation methodologies like ASAP, Agile & for C4C SAP launch methodology.

Good hands on experience in SAP C4C Sales & Service modules.

Good hands on experience in C4C configurations & Integrations.

Good understanding in C4C internal & external pricing.

Extensively worked on all Basic functions like Partner Processing, Pricing, Actions, Text, and Date & Status Management.

Master data maintenance (Accounts/Orgs/conditions).

Hands on experience in implementing & configuring IT Service Desk(IC Web Client) (new functionality from CRM 7.0 service) which includes Incident, Problem management and Change request.(Call Center functionality)

Hands on experience in E-Commerce ISA B2B/B2C & E-Service ICSS configurations.

Good hands on experience in Sales concepts like Opportunity Management, Quotation & Sales Order Management.

Extensively worked on Service concepts like Service contract, Service Order/Ticket & Complaint Management.

Extensively worked on SAP CRM Client-Server Groupware integration.

Technical Expertise

SAP Releases

SAP CRM EHP1, 7.0 and 5.0, SAP ECC

Technical Skills

SAP CRM E-Commerce, Web UI & IC WebClient

Academics

Completed B.Tech (CSIT) in Gudlavalleru Engineering College, Gudlavalleru under JNTU University in 2005.

Professional Experience

Working as SAP CRM C4C Consultant in Wipro Technologies Private Limited from July 2012 to till date Hyderabad.

Worked as Sr. Consultant in Yash Technologies Private Limited from February 2008 to July 2012 Hyderabad.

Worked as Associate Consultant in Knack Systems Private Limited from August 2007 to February 2008 Hyderabad.

Worked as Software Engineer in Indotronix International Corporation Systems (IIC) Private Limited from October 2005 to July 2007 Hyderabad.

WORK HISTORY

Project-8: Jan 2016 – Tilldate

Thames Water Utilities

SAP Transformation - Implementation

Thames water is now seeking to implement new system solutions, including Customer Relationship Management and Billing (CRMB) capabilities for their non-household retail business functions and for their wholesale water and waste business functions. It also reduces business risk and improves resilience and agility, and importantly provides the foundation that will enable us to deliver customer service excellence into the future.

My Role: SAP Hybris C4C LEAD Consultant:

Major responsibility is to lead the team from offshore and coordinate with customer to get all the required information and to update status on regular basis.

Understand and streamline the business processes related to water Industry Billing for the largest Water player in UK – Thames Water Business, Swindon, UK- This involved attending different business workshops, producing HLDD (High Level Design Doc), BPDD (Business Process Design Doc), identification and analysis of Gaps.

Developed multiple POC’s for the gaps identified. Like, providing facility to agent to add new bank details to customer master data from C4C.

Enabled payment option from C4C which is not available as standard by integrating with ECKOH payment gateway.

QAS (Quick Address Search) integration with C4C to validate newly added address details of customers.

Prepared LLD's (Low Level Design) documents for entire SAP modules and got signoff from customer to proceed further to development phase

Integrating C4C with backend ISU system (which is the main billing system in to be landscape) using web services via PO.

Extensively worked on URL/HTML Mashups for different scenarios.

Added multiple fields where ever required using KUT and created custom layouts.

Extensively worked on service ticket functionality and agent work management.

Created custom data sources and reports as per the requirements.

Configured business roles, Business users, workflow rules & SLA’s.

Monitoring and executing idocs in ISU system.

Responsible for C4C Business Configuration, Data Migration and Fine Tuning Activities

Designing Custom PDF forms using Adobe Lifecycle designer

Worked on Enhancement of Standard web services for Business Partner replication in both C4C and ISU.

Worked on Org structure management in C4C and Code List restrictions

Configuration of Email channels, Incident Management, Ticket routing rules

Configuration of Service categories, CTI Integration and Outlook Integration.

Project-7: Oct 2014 – Oct 2015

Thames Water Utilities

Customer Data Improvements - Implementation

The main intention of this project is to reduce the performance of existing interface in which customer data flows to and fro from SAP to Mainframes systems, also includes some critical existing issues.

My Role: SAP CRM LEAD Consultant:

Major responsibility is to lead the team from offshore and coordinate with customer to get all the required information and to update status on regular basis.

Developed a POC (Proof of concept) by gathering all the inputs/requirements to make customer confident

Prepared LLD's (Low Level Design) documents for entire SAP modules and got signoff from customer to proceed further to development phase

Major challenge for our project is to improve Idocs processing time, at the moment to process 15K Idocs it is taking 10 hrs.

Implemented parallel generators to process Idocs parallel and reduced the time of processing idocs significantly

Technically worked on CRM Middleware and major in IDocs processing

Sending daily report to customer on IDocs success and failures, which is most important for customer to forecast and reprocess.

Resolving issues in unit testing and Integration testing.

Preparation of quality related documents such as UAT test Cases and end user training Manuals

Responsible for QA testing of the functionality as described in FD/TD.

UAT Support and defect fixes during UAT phase.

End-User training to key users of the application and in-process created the training documents.

Project-6: July 2012 – Oct 2014

Philips Lighting-Service Management System (SMS) & Tradelink B2B - Implementation

My Role: SAP CRM/LEAD Consultant:

Followed Agile, Scrum methodology to ensure the high quality deliveries on bi-weekly basis.

Involved in End-End life cycle of the project which includes project planning, functional designs, technical designs, reporting functional design, and unit testing.

Configured service scenarios which include service contract, service order, service ticket, service request & complaint processing.

Extensively used Action management & categorization to meet the client requirements.

Worked on Installed Base Management, where we have a complex development to upload products from the third party system.

Responsible for middleware issues, initial, delta middleware monitoring. Monitoring, error handling, troubleshooting Middleware enhancements Bdoc enhancement and modeling.

Responsible for QA testing of the functionality as described in FD/TD.

UAT Support and defect fixes during UAT phase.

Processed new change requests in parallel by coordinating with client site BA’s & TL’s.

Provided test scripts for test factory to test the developments in QA.

End-User training to key users of the application and in-process created the training documents.

Cut-Over activities: Prepared and followed the activities before & after go-live to make sure the smooth release.

Extensively conducted Knowledge Transition (KT) sessions to AMS support team.

Environment: SAP ECC 6.0, CRM 7.0 EHP1.

Client: Philips Consumer Electronics B.V., Netherlands.

Project-5: Sep 2010 – July 2012

Stanley Security Solutions Inc. (Implementation & Support)

My Role: SAP CRM Consultant:

Responsible for defining Organizational model and redefining of project goals by mapping the business process to the standard SAP functionalities

Developed and documented the functional specifications for the project requirements in the Blueprint phase.

Designed process flows and finalized configuration requirements.

Created custom business roles, Navigation bar profiles & work centers.

Configured Widget’s (Weather & Clock) in Web-UI as per client requirement.

Configured Transaction Launcher for ERP transactions in CRM Web-UI.

Hiding unwanted WEB UI functionalities in a business role.

Created custom fields in various screens using Application Enhancement Tool.

Created and configured Marketing Plan and configured Marketing Calendar.

Segmentation of business partners using info-sets and attribute-sets.

Created Target Group and Profile-set.

Maintained custom Campaign Types, Objectives and Tactics as per the client requirement.

External customer data management using External List Management.

Created and configured Questionnaires in lead management to automatic qualification of lead.

Integrated Outlook with SAP CRM and synchronizing Contacts, Appointments, Tasks & E-Mails vice versa.

Environment: SAP ECC 6.0, CRM 7.0 EHP1.

Client: Stanley Security Solutions, USA.

Project-4: Nov 2009 – July 2010

Chemtura IT Service Desk Implementation:

My Role: SAP CRM WEB UI Front-End Consultant:

Good understanding of IT service desk process flow from Incident management to problem management and change request.

Added new custom fields in Incident Management using Application Enhancement Tool (AET) and Easy Enhancement Work-Bench (EEWB).

Defaulted the Quick-Search functionality as per the client requirement in agents Inbox.

Maintained both customer specific (individual) and group SLA’s.

Configured Multi-Level Categorization for Incident Management.

Created Rule policies to automatic determination of sales team and to raise the alerts.

Worked on Action-Profile using conditions for escalation process.

Created Alerts if the BP type is VIP using Alert Management.

Configured codes and code groups to maintain the client specific category, topics & reason codes.

Created categorization schemas in Web UI as per the client requirement.

Created & simulated knowledge articles

Responsible for middleware setup including Generation, configuration, connectivity Data replication.

Monitoring Initial, delta replication objects and troubleshooting BDoc related issues.

Environment: SAP ECC 6.0, CRM 7.0 IC WebClient, IT Service Desk.

Client: Chemtura Corporation, USA.

Project-3: Feb 2008 – August 2009

Böwe Bell & Howell CRM (Implementation & Support)

My Role: SAP CRM E-Commerce Consultant:

Configured E-Commerce & E-Service.

Imported required Software components to NWDI and created Custom Application for both ISA and ICSS in NWDS.

Customized standard SAP functionality for Internet Sales 5.0 & Internet Customer Self -Service B2B Component according to Business requirement.

Worked on extensions modules for ISA & ICSS like adding new fields at the header level, extended order search functionality for CRM online.

Documented business requirements and create functional and technical specifications for various scenarios and implemented the same in ISA 5.0.

Worked in creation of Product Catalogs and Web shops in Shopadmin.

Created Internet Users and Contact Persons for the Business Partners for logging into the ISA.

Environment: SAP ECC 6.0, CRM 5.0, ISA 5.0.

Client: Böwe Bell & Howell, USA.

Project-2: Aug 2007 – Feb 2008.

York CRM Support

As a Team Member I am responsible for:

Trained on SAP CRM E-Commerce and worked on ISA

Created web-shops through shop administration.

Created b2b web application and worked on JSP changes.

Environment: SAP ECC 4.6, CRM 4.0.

Client: YORK INTERNATIONAL, USA.

Project-1: Nov 2005 – Jul 2007.

BEACON CUSTOMER INTERACTION MANAGEMENT

Environment: JSP,Struts,Oracle.

Client: BEACON INTERNATIONAL, USA.

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