Overall Work Summary

Certified SAP CRM consultant with close to 5 years of functional and support experience in
Sales and Service and more than 8 years of SAP domain experience
Worked for Sony of Canada in CRM area for more than 4 years
Involved in 2 full life SAP CRM implementations, upgrades and support projects
Extensive global and business experience in sales and management roles for than 15 years

SAP Work Summary

Has in-depth business and industry knowledge in CRM processes related to Marketing, Sales
and Service
Involved in developing business process and functional specification documents as per the
ASAP methodology.
Experienced in 2 end-to-end implementations using ASAP methodology through AS IS, TO BE,
GAP analysis, Configuration and Testing
Conversant in implementing various Sales scenarios Activity, Opportunity, Order and Contract
management
Experienced in implementing Service scenarios like Service contract, Service order, Service
confirmation, Service billing and Installed base management
Well versed in customizing and configuring the basic functions like base customization,
Organizational data determination, Partner processing, Transaction processing, Text
determination, Activity management, Status profiles and Action profiles.
Experienced in CRM base configuration including setting up number ranges, Business partners
and Role configuration, Relationships, Organizational Mgmt, Product master, Actions, Billing,
CRM/SD Pricing and billing.
Experience in WEB UI and CIC configuration.
Key Skills
Excellent project execution track record with good leadership and strong analytical skills.
My design is not around server centric process but service centric with end customer in mind
internal/external.
Excellent verbal and written communication skills in order to facilitate business and technical
discussions and to document solutions

TECHNICAL SKILLS
SAP : CRM Versions 2007 and 7.0, and SAP IS Retail 6.0
Exposure : SAP Net weaver technology, ASAP Methodology
User Interfaces : SAP GUI/CRM 7.0 WEB UI
Tools : Ms-Office, Ms Share Point portal

EXPERIENCE
Sharp Electronics of Canada Ltd (Contract Position)
Oct 2011-Nov 2012
Mississauga, On, Canada

Project Description: MY SAP CRM 7.0 Base Customization Sales & Service - Implementation
Role: SAP CRM Sales & Service functional Consultant

Sharp Electronics of Canada Ltd is a Global High tech and Electronics Company providing
entertainment solutions for individual customers as well as business solutions for corporate clients
.The project involves the Business Solutions Division. Project involves implementation of Service
Contract, Service Order and Service Confirmation, Warranty, Middleware, Activity Management,
Opportunity Management and Sales Functionalities

Configured Installed base management and Individual Objects

Involved in defining/testing IPC concepts for Service Contracts, Service Orders, Service
Confirmations and interacting with ECC Server.
Configured Service billing with different billing plans for transaction types
Involved in defining SLA Determination Procedures
 Defined action profiles for different Service Transaction Types including automatic notification-
email, reminders, alerts, automatic notification to biller
Extensively worked on special settings on Service Contracts in terms of change processes,
counters, readings, usage recording etc
Involved in the configuration of condition types for SAP CRM Service in terms of COPA
Defined surveys for Service Transactions and Confirmations
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
Configured Service Contract, Service Order and Service Confirmation processes.
Configured Partner Determination Procedure, Date Profile, Transaction Settings.
Involved in the maintenance of CRM Base customization
Created Sales Order Transaction Types and assigned control attributes - status profile, partner
determination, action profile, text determination, and organization determination
Customized and configured Installed base management and Individual Objects.
Configured Resource Planning tool
Involved in Equipment download.
Configured Number Range for Service Transactions
Responsible for the knowledge transfer sessions.
Performed middleware jobs, during initial load of replication of orders, customer master and
material master and pricing condition records, procedures, condition types and tables.
Monitored & replicated transactional data, master data and customizing data & depending
BDoc type of initial / request downloads from R/3 >> CRM & CRM >> R/3.
Handled the setup of downloading employees and Organization structure from ECC to CRM
through ALE/IDOC.
Involved in SD billing configuration
Created Organization Determination Rules.
Involved in maintenance of CRM base customization
Customized Organizational Data profile and number ranges to the sales transactions.
Implemented Contract management with Quantity contract, value contract and the follow up
transactions.
Created Sales Order Transaction Types and assigned control attributes - status profile, partner
determination, action profile, text determination, and organization determination
Configured Service Contract, Service Order and Service Confirmation processes and warranty
determination.

EXPERIENCE
Sony of Canada
May 2003 - Aug 2011
Toronto, On, Canada

Established in 1955, Sony of Canada Ltd. is a wholly-owned subsidiary of Sony Corporation, of Tokyo,
Japan, a world leader in High Definition. Sony provides end-to-end solutions through products that
include the market-leading Blu-ray Disc players, BRAVIA televisions, Cyber-shot digital cameras,
Handycam Camcorders, VAIO computers, broadcast cameras, IPELA security cameras and video
conferencing and many more products that deliver the true entertainment
Sony is one of the most comprehensive entertainment companies in the world with a portfolio that
includes electronics, music, movies, games and online businesses

I have worked for Sony for more than 8 years - the earlier part of my career started in retail sales and
then I progressed into management and then into CRM support role and eventually into full time
CRM functional role.

Role: SAP CRM Sales functional Consultant

Jan 2009- Aug 2011

Collected requirements from business and key users.

 Performed Fit Gap analysis and functional specifications.
Configured sales order management with partner determination, organization determination,
actions, date profile, text determination.
Involved in SD billing configuration
Created Organization Determination Rules.
Involved in maintenance of CRM base customization
Customized Organizational Data profile and number ranges to the sales transactions.
Implemented Contract management with Quantity contract, value contract and the follow up
transactions.
Created Sales Order Transaction Types and assigned control attributes - status profile, partner
determination, action profile, text determination, and organization determination.
Defined transaction type, item category, item category determination and copy controls
between transaction types
Involved in the maintenance of CRM Base customization
Created Sales Order Transaction Type and assigned control attributes - status profile, partner
determination, action profile, text determination, and organization determination.
Defined transaction type, item category, item category determination and copy controls
between transaction types
Implemented Activity management with activity journal, prepared visits and tasks
Maintained Organizational data for sales.
Implemented Opportunity Management with sales cycle, buying center, action setup, workflow
setup and follow up documents
Involved in creating Organization Determination Rules.
Performed the required customizing settings for Partner processing.
Customized Organizational Data profile and number ranges to the sales transactions.
Implemented Contract management with Quantity contract, value contract and the follow up
transactions.

June 08 Dec 08

Project Description: MY SAP CRM 7.0 Base Customization Sales & CIC/Web UI - Support

Role: SAP CRM Sales functional Consultant

Involved in the maintenance of master data that includes, organizational structure, Business
Partners, Products.
Defined transaction type, item category determination and copy controls between transaction
types
Customized organization and partner determination procedure
Defined transaction type, item category, item category determination and copy controls
between transaction types
Implemented sales scenarios like Activity and Opportunity management
Defined Partner Determination Procedure, Date Profile, Transaction Settings.
Created IC-Web client profiles.
Involved in configuration of Customer Interaction Center - CIC
Configured different profiles in web client and performed CRM Web UI settings.
Created UI views and assignment blocks as per the business process requirement
Customized and configured Navigation Bar, Transaction launcher, Broadcast Messaging

Role: SAP CRM Support Analyst

Jan 2006-May 2008
Analyst - One Customer View 360 to consolidate customer data from 9 touch points into SAP
CRM
Analyst - Retail POS real time integration into SAP CRM using SAP XI
 Team member - CTI Integration for SAP CRM for the Contact Center using AMC Technology

Team Member-Technical upgrade CRM3.0 to CRM 5 .0

Role: Store Manager /Assistant Manager

May 2003- Dec 2005

Managed, forecasted and maintained sales operations to drive results. Increased focus on
consultative selling and accessorizing sales to generate high GM.
Monitored and managed inventories and competitive pressures to maximize sales of
companys products. Work closely with the merchandising team professionals to
ensure maximum sales through properly managed inventory.