Senior SAP CRM Techno-Functional Consultant

9/2009 – 8/2010

• Guided and trained junior CRM functional consultant in CRM IC configuration
• Lead Middleware Consultant (initial setup, monitoring, troubleshooting etc.)
• Designed and implemented Customer Conversion and Interfaces to/from external systems using LSMW, IDOCs, Middleware.
• Designed and developed CRM enhancements to Interaction Center application.
• Account identification
• Interaction History
• Customer Fact Sheet
• Account overview
• ERP order integration
• Etc.
• Web UI Development
• Enhancements/Changes to BOL/GENIL
• Enhancement to ERP Order
• Enhancements of BSP UI components
• Integration of third party Call Center
• Integration of Paymetrics

1/2009 – 2/2009

• Lead CRM Consultant.
• Analyzed current system landscape including SAP CRM, SAP ECC and legacy systems.
• Performed assessment of current CRM Online and CRM Mobile implementation.
• Reviewed new functionality in CRM 2007 and 7.0 in the areas of Master Data, Activity Management, Marketing and Interaction Center.
• Identified business improvements utilizing new functionality.
• Analyzed current development in SAP CRM and CRM Mobile and identified potential elimination of modifications.
• Researched upgrade options to CRM 2007/CRM 7.0.
• Developed upgrade strategy, roadmap and project plan.

9/2007 – 10/2009

• Lead CRM Service and Sales Consultant.
• Advised Project Management and Steering Committee on overall project improvements.
• Functional adjustments and UI configuration/development during CRM Upgrade to CRM 7.0.
• Supported BW Team in CRM related matters
• Overlooked all CRM Configuration and Development.
• Designed and improved CRM Configuration and Development
• Troubleshooting of Middleware issues
• Developed enhancements to CRM Service using ABAP.
• Service Plan Simulation
• Order Processing
• Action execution via methods
• Billing Smart form and Printer determination
• Invoice Split
• Additional BP and Service order Fields (BDT and EEWB)
• SLA Date Calculation
• Copy routines
• Template enhancements
• Error Report
• Org Data synchronization
• Contract Selection
• Etc.

3/2007 – 9/2007

• Lead CRM Consultant.
• Designed and implemented CRM Marketing.
• Analyzed, designed and implemented integration issues (Middleware) between CRM and ERP for Order Management and Master Data, especially Business Partners
• Analyzed Master data issues in production and developed solutions to fix corrupt Business Partners.
• Analyzed and fixed Middleware related replication issues of Business Partners between CRM and R/3.
• Designed and implemented enhancements to standard CRM in the area of Marketing using ABAP objects.
• Advised and supported all teams on CRM related topics.
• Provided knowledge transfer to team members.

10/2006 – 3/2007

• Overall Lead CRM Service Consultant.
• Designed system landscape and solution architecture.
• Analyzed BBH’s service related Business processes.
• Analyzed and blueprinted all Sales and Service related processes using SAP ECC and SAP CRM.
• Guided CRM consultants in CRM prototyping
• Provided knowledge transfer and training to team members.
• Development:
• Search help for demo purposes
• Contract determination
• Kit handling (Badi at order item entry)
• Checked all Service related BADIs for blueprinting and scoping of realization

9/2005 – 10/2006

• Involved in project planning.
• Involved in design of system landscape and solution architecture.
• Led Web development team in SAP integration initiatives.
• Analyzed and designed integration scenarios involving SAP ECC, SAP CRM, SAP Portal, SAP Universal Worklist, Web applications and legacy systems.
• Analyzed and designed Pre-Sales business processes.
• Designed and configured SAP CRM solution with focus on Master Data, Marketing and Sales.
• Designed and implemented enhancements to standard CRM in the areas of Org Management, Campaign Management, Opportunity Management, Sales and Workflow with ABAP objects.
• Advised and supported all teams on CRM related topics.
• Provided knowledge transfer and training to team members.
• Service:
• Identified replication issues for service orders/contracts
• Creation of complaints with reference to R/3 billing documents
• Interface between CRM and R/3 – CO (additional fields on internal order)
• Track changes for notes in service transactions
• Service escalation (dependent on contact person’s time zone and business hours)
• Replication of IBase from R/3
• Defaulting service and response profile (no default if there is no reference to a contract)
Create reference object
Assign to date profile
Implement BADI (timezone)
• Development:
• Opportunity Management
• Date profiles
• Actions (reminder emails)
• SLA escalation
• Reference Object
• Workflow development
• Partner determination
• EEWB
• RFC function modules for Web Integration

5/2005 – 9/2005

• Involved in project planning.
• Analyzed and designed Sales “Quote-to-Cash” business processes.
• Designed and configured SAP CRM solution with focus on Sales and Pricing.
• Designed complex Software licensing and contract renewal engine requiring a mix of CRM configuration and ABAP development.
• Designed and implemented enhancements to standard CRM in the area of Sales using ABAP objects.
• Advised and supported all teams on CRM related topics.
• Provided knowledge transfer to team members.
• Development:
• IPC specs for pricing
• Order BADIs
• Business Partner
• Territory Management, Org and Partner determination
• EEWB
• Replication of Service items on sales documents
• Integration of R/3 and CRM (additional field for profit center determination)

11/2002 – 5/2005

• Involved in project planning.
• Supervised team members.
• Involved in design of system landscape and solution architecture.
• Analyzed, designed and implemented integration scenarios involving SAP ECC, SAP CRM, SAP BW, Web applications and legacy systems using Middleware, BAPIs, RFC, IDocs and WebMethods.
• Analyzed, reengineered and designed Marketing, Sales and Call Center business processes.
• Designed and implemented SAP CRM solution with focus on Master Data, Campaign Management, Sales and Interaction Center.
• Designed and implemented retail specific Marketing Strategy (RFM analysis) in CRM and BW, extending SAP’s standard RFM segmentation model.
• Designed enhanced CRM Segment Builder, extending SAP’s Segment Builder functionality.
• Designed and configured complex customer hierarchy to fulfill OfficeMax’ extensive RFM analytical requirements.
• Designed and configured CRM Interaction Center.
• Designed a complex OfficeMax specific Interaction Center solution, extending SAP’s standard solution.
• Designed and implemented data conversion strategy for Mainframe Decommissioning project using SAP R/3 Legacy System Migration Workbench (LSMW)
• Designed and developed several enhancements to SAP R/3 and SAP CRM in the area of Master Data, Campaign Management, Sales and Interaction Center with ABAP Objects.
• Advised and supported all teams on CRM related topics.
• Provided knowledge transfer and training to team members.
• Development:
• IPC specs for pricing
• Campaign Management (Segment Builder, Campaign Execution, RFM Modeling, Infosets)
• Business Partner (BDT)
• EEWB
• Interaction Center – Order entry screen
• Use of Standard order Entry and other BADIs while developing a new user interface. Difficult to separate business application and interface (e.g. line item entry, atp check to several systems (no apo), substitution rules etc.)
• BAPI, RFC for WebMethods
• Partner determination, Org determination

4/2002 – 10/2002

• Supported project planning.
• Supervised team members.
• Reengineered Bookspan’s Direct Marketing business processes.
• Designed a holistic CRM solution for Bookspan based on a common CRM template for the media industry (CCIT).
• Designed functional and technical enhancements to the CCIT template.
• Analyzed and estimated different realization strategies and system landscapes including SAP R/3, CRM and APO.
• Designed and configured a SAP CRM prototype focusing on Campaign Management, Product Catalogs and Products (synchronized with SAP R/3).
• Provided knowledge transfer to team members.

12/2001 – 4/2002

• Participated in design and implementation of a call center solution for the worldwide Audi/Volkswagen Group based on SAP CRM.
• Designed and developed several enhancements to SAP CRM in the area of Interaction Center with ABAP Objects.

11/2001 – 12/2001

• Participated in conceptual design of a call center agent front-end solution based on SAP CRM integrating Volkswagen Bank’s legacy systems.
• Designed a Volkswagen Bank specific extended data model for product and contract data in SAP CRM.

9/2001 – 11/2001

• Managed project
• Supervised team members.
• Designed and developed additional functionality for the Syskoplan internal productive SAP R/3 system with ABAP/4.
• Provided knowledge transfer to team members.

7/2001 – 8/2001

• Supervised team members.
• Designed and implemented business scenarios to interface SAP and Siebel utilizing Impress Middleware (IE 3.5).
• Designed and developed RFC function modules with ABAP/4.
• Realized batch and real time interfaces utilizing SAP R/3 Workflow.
• Developed Impress Function Mappings.
• Designed and developed Siebel enhancements to interface SAP R/3.
• Provided knowledge transfer and training to team members.

6/2001 – 6/2001

• Worked on proposal for an SAP Mobile Service / Legacy Systems Integration Solution utilizing SAP CRM and Crossworld Middleware.
• Designed potential realization alternatives and estimated realization efforts.

2/2001 – 5/2001

• Team lead in a multinational realization project to design and develop a ready to roll out CRM template for the media industry (CCIT) based on SAP R/3.
• Supervised team members.
• Designed and developed a Royalty Calculation solution based on SAP R/3 MM with ABAP/4.
• Provided knowledge transfer to team members.

12/2000 – 1/2001

• Managed project
• Supervised project team members.
• Designed and realized an E-Commerce prototype for book clubs integrating an integrated SAP R/3 backend system for the media industry using Amadee Middleware.
• Designed business and integration scenarios.
• Conceptually supported development of Amadee’s SAP conncetor.
• Designed and developed interfaces with ABAP/4 utilizing Integration Technology and SAP Workflow.
• Developed Amadee Workflows.
• Provided knowledge transfer to team members.

10/2000 – 11/2000

• Team member in an E-Commerce implementation project for Bertelsmann Clubs in the US with an SAP based R/3 backend system for the media industry.
• Interfaced between the Bookspan design team and the CCIT template development team in Germany and the US roll-out team.
• Prepared a request for proposal from an integration point of view.
• Evaluated proposals.
• Provided knowledge transfer to team members.

8/2000 – 12/2000

• Supervised team members.
• Team lead for development and system upgrade.
• Designed and implemented an Ordering and Documentation System with SAP R/3 (Modules MM, PM, FI, CO).
• Designed and implemented enhancements and modifications to standard SAP R/3 PM and MM with ABAP/4.
• Provided knowledge transfer and training to team members.
• Supported users after go-live.

5/2000 – 10/2000

• Team lead in a multinational realization project to design and develop a ready to roll out CRM template for the media industry (CCIT).
• Supervised team members.
• Conceptually designed and developed a new product life cycle management component of a media catalogue (Program Builder) with ABAP/4.
• Provided knowledge transfer to team members.

1/2000 – 5/2000

• Managed project
• Supervised project team members.
• Redesigned internal IT related business processes including Object Management and Purchasing.
• Performed Process Modeling with ARIS Toolset.
• Designed and configured IT Quoting and Ordering System solution with focus on SAP R/3 Plant Maintenance (PM) and Material Management (MM).
• Designed and implemented enhancements to SAP R/3 PM, MM with ABAP/4.
• Conceptually designed a Customer Interaction Center.
• Conceptually designed customer and supplier integration via intranet/internet.
• Provided knowledge transfer and training to team members.

8/1999 – 9/1999

• Realized a prototype for Resource Related Billing of Services.
• Designed and configured SAP R/3 solution with focus on Sales and Distribution (SD) and Customer Service (CS).
• Designed and implemented enhancements to standard SAP R/3 CS and SD with ABAP/4.
• Provided knowledge transfer to team members.

4/1999 – 11/1999

• Supervised team members.
• Analyzed and designed Customer Service business processes.
• Designed and configured SAP R/3 solution with focus on Sales and Distribution (SD) and Customer Service (CS).
• Designed and implemented enhancements to standard SAP R/3 CS and SD with ABAP/4.
• Integrated legacy systems and SAP R/3.
• Provided knowledge transfer and training to team members.
• Supported users after go-live.

12/1998 – 12/1998

• Performed a Realization Study for an integrated SAP R/3 Customer Service System.
• Analyzed and conceptually designed service related business processes (including Service Contracts) using SAP R/3 CS, SD and CO.

11/1998 – 8/1999

• Supervised team members.
• Team lead for development and system upgrade.
• Designed and implemented an Ordering and Documentation System with SAP R/3 (Modules MM, PM, FI, CO).
• Designed and implemented enhancements and modifications to standard SAP R/3 PM and MM with ABAP/4.
• Provided knowledge transfer and training to team members.
• Supported users after go-live.

3/1998 – 11/1998

• Managed project
• Supervised development team members.
• Participated in design and development of SAP’s industry solution "International Qualification Systems (IQ)" within SAP R/3.
• Analyzed and designed business processes of national and international universities.
• Performed object oriented analysis and design using Unified Modeling Language (UML).
• Did object oriented development with ABAP Objects.
• Developed Internet Application Components (IAC’s) using SAP’s Internet Transaction Server (ITS).
• Integrated SAP Workflow into industry solution IQ.
• Used SAP’s variant configuration in order to build courses of studies.

2/1998 – 2/1998

• Performed a Realization Study for an integrated SAP R/3 Customer Service System.
• Analyzed and conceptually designed service related business processes (including Service Contracts) using SAP R/3 CS, SD and CO.

1/1998 – 1/1998

• Contributed to design and implementation of an integrated SAP R/3 Customer Service System.
• Designed and implemented enhancements and modifications to standard SAP R/3 CS, SD and MM with ABAP/4.

4/1997 – 11/1997

• Customer Service team lead.
• Supervised team members.
• Redesigned service related business processes for Sterling’s national and international service business.
• Designed and configured SAP R/3 solution with focus on Customer Service (Installed Base, Service Notification, Service Order, Completion Confirmation).
• Set up Variant Configuration and Variant Pricing for service contracts.
• Provided knowledge transfer and training to team members.

4/1997 – 4/1997

• Designed and implemented enhancements to standard SAP R/3 CS, SD with ABAP/4.

6/1996 – 3/1997

• Team lead for R/3 Customer Service (CS) configuration.
• Team lead for several SAP R/3 Customer Service enhancements and modifications.
• Supervised team members.
• Designed and reengineered standard service related SAP R/3 Customer Service processes.
• Designed and implemented enhancements and modifications to standard SAP R/3 CS, SD, MM with ABAP/4.
• Provided knowledge transfer to team members.

5/1996 – 6/1996

• Designed and implemented a SAP R/3 Customer Service demo system.
• Designed service related business scenarios.
• Designed and configured SAP R/3 solution with focus on Customer Service (Installed Base, Service Notification, Service Order, Completion Confirmation) and Sales and Distribution (Sales Orders, Service Order Billing, Service Contracts).
• Set up Variant Configuration and Variant Pricing.
• Designed and implemented enhancements to standard SAP R/3 CS, SD with ABAP/4.
• Provided knowledge transfer and training to team members.

11/1995 – 6/1996

• Reengineered and designed IT service related business processes for the whole Pro Sieben Group.
• Designed and configured SAP R/3 solution with focus on Customer Service (Object Management) and Sales and Distribution (Sales Orders, Outline Agreements).
• Set up Variant Configuration and Variant Pricing.
• Designed and implemented enhancements to standard SAP R/3 SM, SD with ABAP/4.
• Provided knowledge transfer and training to team members.
• Supported users after go-live.