• Extensive knowledge in managing the entire end to end SAP CRM Product Management Process (New Product Launches, Old Product Withdrawals) which involves billing, Industry and CRM teams as part of Product & Pricing. Automated the entire End to End process for Business.• Responsible for managing high visible SAP CRM Product Renewal Process activity (products get renewed to a default product when products expire in system around 300k accounts monthly) smoothly without any impact.• Gathered requirements from Business users, prepared functional specifications, handled smooth implementation (using SAP Solution Manager), testing (using HP ALM) and deployment of customized solutions for customer benefit, delivering and implementing the project as per scheduled milestones; extending post-implementation and maintenance support to the client. Project Preparation, Business Blueprint, Realization, Final Preparation, Go Live, Post-Production Support.• Resolved high severity issues through Incident Management (using Remedy and Service Now), Change Management and Problem Management, analyzed & rectified the production issues, along with client interaction.• Assist and guide team members on various issues and reporting, when they need. Managing the entire team. Conduct various service improvement plans and training among team members. Works as an integrator between business and team members.

• Specialized knowledge of SAP CRM (Business Partner Processing, Business Roles, Navigation Bar Profile, Service, Factsheets, Alerts, Interaction Records, Product Maintenance, Action Profiles, BRF+, Master Data (BMD / TMD / MDT), Transaction Launcher, Account Management); SAP IS-U Meter to Cash Flow (Meter Orders, Meter Readings, Billing, Invoicing, Device Management, FICA, Service Orders/Notifications). Successful enhancement / break-fix implementation of ~2000 Hrs./Yrs., Enhancements of CRM applications using EEWB, AET and BSP Component Workbench. • Gathered requirements from Business users, prepared functional specifications, handled smooth implementation (using SAP Solution Manager), testing (using HP ALM) and deployment of customized solutions for customer benefit, delivering and implementing the project as per scheduled milestones; extending post-implementation and maintenance support to the client.• Created and updated Master Data Templates, monitored Middleware Queues, experienced in Data Load Techniques (Initial load, Delta load) and BDOCs.• Experience of 2 CRM7 upgrade project life cycle and 2 CRM7 EHP1, EHP3 & EHP4 post-go-live maintenance/support project.• Resolved high severity issues through Incident Management (using HPSM and ServiceNow), Change Management and Problem Management, analyzed & rectified the production issues, along with client interaction.• Collaborated with Vendors, Analysts, Business and Users, playing an active role in supporting a stable production environment, avoiding P1/P2 incidents, ensuring root cause is updated for all assigned incidents and adhering to 99% of KPIs and SLAs.

• Involved in studying the Entire Account Entity. Handled requirements using work flows and e scripts. Responsible for implementing UI enhancements like creating all the BCs, BOs, Views, Applets, Screens, new views, toggle applets, drill downs, pick lists(static/Dynamic), links, joins etc. Created assignment rules for service request based on employee skills using Interactive Assignment and Assignment Manager. Customizing application like creating of new BCs, BOs, Pick List (static and dynamic), joins, Links, Applets, Views, and Screens, Accountable for scripting, Workflows, Deployment and documentation for some requirements like Account records cannot be deleted if an opportunity is associated. Mapping data & uploading those data to EIM tables and running job for EIM load. Prepared Unit Test Cases & test applications & providing maintenance & support. Involved in Creation of Organizations, Categories, sub- categories, positions. Accountable for adding or removing applets in views, arranging the views and modifying the web templates.• Delivering and implementing the project as per scheduled milestones. Participated in system integration. Interacted with onshore team for requirements gathering, analysis, and implementation of the system. Resolving the issues after testing. Involve in deployment as well as starting & restarting the servers. • Gathered requirements from Business users, prepared functional specifications, handled smooth implementation, testing (using HP ALM) and deployment of customized solutions for customer benefit, delivering and implementing the project as per scheduled milestones; extending post-implementation and maintenance support to the client.