Sr. CRM Solution Architect

Professional Profile

- Broad experience in Managing and Architecturing Software solutions

- Twelve years of ERP experience includes over nine years of SAP CRM.

- 7 Full Life Cycles of SAP CRM implementations.

- Business Processing Analysis, Modeling, End user management, Configuration, Customization, Integration, Testing, and post Go-Live support.

- SME in SAP CRM Service, Sales and Marketing Management

- Hands on experience in SAP CRM Middleware

- Hands on experience in SAP SD Pricing and Variant Configuration.

- Involved in Proposals and Sales presentations.

- Conducted Blue printing workshops, Requirement gathering, FIT/GAP analysis and developed functional specification.

- Worked closely with the Enterprise Architecture team to define the SAP CRM Standards

- Managed on-shore and off-shore resources and Respond to the challenges of working with virtual/distributed project teams

- Managed subcontractors effectively, especially in situations of poor performance

- Project Scheduling, Monitoring, Risk analysis and mitigation.

- Establish and maintain contacts with internal and external stakeholders, to provide information, garner acceptance and support of the project, and ensure that the project meets business needs

- Involved in project staffing, evaluated performance and provided feedback regarding staff performance.

- Actively involved in mentoring and training needs of project team members.

- Establish and maintain effective working relationships.

- Industry exposure spread across Pharmaceutical, Communication, Consumer Products, Entertainment, Insurance, Banking, Government, Communication, Science and Technology, Defense, Automobile, Manufacturing, Sales and Distribution and Food Industry.

Experience

IBM JAN 2005 – PRESENT

CLIENT: Novelis, Atlanta, GA Jan 2011 – Present

Sr. CRM Solution Architect

• Conducted workshops with stakeholders and gathered requirements for Novelis Opportunity and Activity Management

• Have come up with a strategic CRM Global Template for standardization across the business units, streamline operations, and create a stable system for future growth that will be both robust and dynamic, to address the ever-changing needs of the Novelis business.

• Created a high-level design for an end-to-end integration by defining data between the applications, mapping business processes by working with business analysts and architects

• Defined Functional documents for developmental objects where SAP CRM is not meeting business requirements.

• Defined Opportunity and Activity Management reporting strategy with SAP BW and Interactive reporting

• Monitor, mentor and support team in Configuration, design and implementation of Opportunity and Activity Management.

• Worked with the Project Manager to outline the tasks and deliverables required to drive out the full set of application requirements for the solution delivery.

• Define test strategy to validate the application to meet business requirements.

CLIENT: Olympus America Inc, Allentown, PA Mar 2011 – Dec 2011

Sr. CRM Solution Architect

• Involved in practice recruitment and project staffing, performance evaluation and provided performance feedback to manager.

• Established and maintained contacts with internal and external stakeholders, to provide information, garner acceptance and support of the project and ensure that the project meets business needs.

• Conducted Blue printing workshops and Fit/Gap analysis on Service Management, Service Agreements, IBase, Service Contracts, Field Service, Web UI and creating various Functional Definition Documents.

• Manage complex delivery issues and avoided project becoming "troubled"

• Integrated Service Management process with Cross processes through extensive interlock sessions with MDM, Order to Cash, Billing and Logistics teams.

• Finalized and documented configuration specifications by interacting with Olympus business teams.

• Configured the Service Order and Service Confirmations, Complaints and Returns Management, Case Management, Installed base, Interaction Center and Service Contract

• Responded to the challenges of working with virtual/distributed project teams India and Japan on regular basis in managing the delivery of development and configuration objects.

CLIENT: Blue Harmony, IBM Internal SAP implementation Jan 2008 – Feb 2011

Sr. CRM Solution Architect

• Instrumental in preparing Workshop material for Service Order, Service Contract, Installed base, Interaction Center and Service Confirmations, Complaints and Returns Management.

• Conducted Workshop for Service Order, Service Confirmations, Case Management, Installed base, Service Contract, Complaints and Returns Management to IBM stack holders and Global IBM clients.

• Involved in gathering requirements for Service Order, Service Confirmations, Installed base, Service Contract, Complaints and Returns Management by interacting with Brand owners and SMEs.

• Conducted Fit/Gap analysis and initiated developmental objects by creating various Functional definition documents.

• Applied tips and techniques to work effectively across lines of business in Integrating Service Order, Service Confirmations, Installed base, Service Contract, Complaints and Returns Management process with MDM, Order to Cash, Billing, Logistics and Interaction Center.

• Laid down multiple process models using Websphere Business Modeler.

• Finalized and documented configuration specifications by interacting with IBM stakeholders and business owners.

• Configured Service Order, Service Confirmations, Case Management, Installed base, Service Contract, Service Confirmations, Complaints and Returns Management.

• Resolved issues in working with virtual/distributed project teams spread across India, China and Germany on regular basis to ensure timely deliverables.

CLIENT: Abbott Laboratories Sep 2006 – Dec 2007

Sr. SAP CRM Consultant

• Instrumental in Case Management system to go live.

• Prepared Workshop presentations and delivered to Abbot HR Business owners.

• Gathered requirements for CRM Interaction Center, Case management modules, Organization Management and Business Communication Management.

• Involved in Fit/Gap analysis and created functional documents for Gaps in the Case Management and Interaction Center.

• Configured several agent related screens for ease of operations including scratch pads, case search, email, chat, interactive scripts and global search options for WebClient.

• Configured and assigned IC WebClient profiles for IC Agent Desktop Applications, Account WebClient profiles.

• Demonstrate effective negotiation skills, including negotiating scope changes

• Configured Categories, Codes, Code groups, Code group profiles and Subject profiles in Case management module. Created Categorization profiles using Category modeler.

• Configured Case Management and Security role mappings.

• Interacted with global development teams and managed Development Objects and integrated with the system.

• Helped the Project manager in Scheduling, Resource identification and Risk management and mitigation activities.

• Involved in training users.

CLIENT: Walt Disney Jan 2005 – Aug 2006

Sr. SAP CRM Consultant

• Sr. SAP CRM Consultant (Case Management, Interaction Center and Communication Management)

• Participated in workshops and gathered requirements for Interaction Center and Case management modules for Labor Services Center.

• Closely worked with Project lead in estimating tasks, identifying work products and finding skilled resources.

• Involved in the configuration of Transaction Types, Jump transactions (Transaction Launcher), Action boxes, Actions and Organization Structure.

• Involved in designing security and user roles.

• Configured Categories, Codes, Code groups, Code group profiles and Subject profiles in Case management module. Actively involved in various phases of testing and go live.

TELLABS INC, IL JAN 2004 – DEC 2004

SAP CRM Functional Consultant

• CRM Consultant - Requirements gathering and prepared the final business blueprint. Coordinated the customization by creating functional specifications. Configuration of CIC (Customer Interaction Center) by creating IC Profiles, Components profiles, Workbench Framework, Action Boxes, Navigation Bar and Transaction Launcher. Linked IC profiles to Organizations in turn linking agents to org roles. Customized Interactive Scripting and IC Workforce Management. Helped project lead in setting up the project plan by tracing and estimating tasks with the functional requirements. Trained and mentored team members.

SCHWAN’S FOOD FEB 2003 – DEC 2003

SAP CRM Functional Consultant

• Involved with replication of data through Business Partner Cockpit. Configured the enhancement scenario for Sales and Marketing. Integrated BP roles to Organizational Units. Configured Organization Model, Customer Master setup and Territory Management. Customized Automatic organizational determination along with new division and distribution channels. Mapped the Classification with R/3 Account groups. Configured Marketing Planner for CRM Online. Participated in customization of Campaign Automation and Campaign Execution. Configured Marketing (Campaign Management and Trade Promotion). Setup the Lead Survey with Web Interface for the Lead Management. Configured system for pipeline analysis for Opportunity Management.

ACCENTURE OCT 2002 – JAN 2003

Sr. Functional Consultant

• Gathering and analyzing the business requirements for FDIC Activity Based Management system. Defining Strategy and establishing Scorecards. Establishing and maintaining Key Performance Indicators (KPIs). Defining and Designing Drillback Engine which extracts data into Data Marts for Federal reporting needs. FIT/GAP Analysis against PeopleSoft 8.8 EPM Financial Warehouse and related applications. Guiding the team in building EPM Data Warehouse. Developed Intelligence Strategy for adhoc Reporting solutions from Financial Warehouse. Defined guidelines for Data enrichment process.

CGEY JAN 2001 – SEP 2002

Sr. Consultant/Architect

• Managed a team of eight members. Planned and organized Budgeting tasks of the team and identify resources and assign and monitor the progress and reported the status. Assist and mentor team members in executing their tasks. Conducted interviews with clients to identify Functional Reporting requirements. Interacted with Financial Data Warehouse team to create Data Models for reporting. Identified Functional-reporting solutions out of the existing reporting Data Model and suggest new Data Models for future functional reporting requirements. Created and modified ETL mappings in Informatica PowerMart. Run the Data Loader to populate ODS Reporting tables and Data Warehouse tables. Setting up of Budgeting model for Business Analysis Modeler (BAM). Setting up Models and Scenarios. Lead a team of six in Designing and Developing Data Warehouse. Used PowerMart Builder to create Data Marts and Cubes for reporting. Involved in the Design and Implementation of Security.

DEPT OF ENVIRONMENT, NC STATE APR 1998 – DEC 2000

Sr. Consultant/Architect

• Extensively interacted with clients in collecting requirement specifications and prepared Use Cases. Involved in proof of concepts of various Architectural patterns. Extensively used UML to Design Server Components with Rational Rose 98i. Administrated Weblogic Application Server and Developed EJB Server beans (Entity and Session) and deployed in Weblogic Application Server. Mentored team members in implementing various Architectural and Design patterns. Actively involved in Design and Development reviews. Helped Project Manager in Planning and Scheduling the development activity.

Education and Background

• M.S. in Electronics Engineering, Indian Institute of Technology, India

• B.S. in Electronics and Telecommunication Engineering, Allahabad University, India.

Training and Certifications

• SAP CRM Loyalty Management

• CR500 – SAP CRM Middleware

• RTUI60 - SAP CRM 2007 WebClient UI

• CR700 – SAP CRM Service

• SAP Grants Management for Grantor

• RACR60 Enhancements of Marketing SAP CRM 5.0

• CR870 - CRM Channel Management

• Certified WebMethod Developer

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