Resume_SAP CRM Consultant_ Madhusudan Biswas_9.5yrs Exp_for SAP CRM Analyst Programmer

MADHU SUDAN BISWAS
Senior SAP CRM Analyst Programmer and Developer
Flat 4F, Aloklata Apartment, 227 Barowari Tala, Kestopur, Kolkata, West Bengal, India
Cell: +91-9836666076 Mail: msbiswas@gmail.com
Professional Profile
♦ More than 9.5 years of IT industry experience encompassing a wide range of skill set, roles and industry
verticals.
♦ Have Australian PR Visa (subclass 189) and permission to work anywhere in Australia.
♦ Extensive experience with analysis, design, development, customizations and implementation of software
applications in SAP CRM applications including CRM IS-Utilities, SAP HANA,CRM Web UI.
♦ Have good experience in Application Design and Development entirely focusing in SAP CRM, CRM
Utilities, CRM Web Client, SAP HANA, SAP ECC, Enterprise Portal Administration, and Web Dynpro
for Java.
♦ During 9.5 years tenure of experience, I have built good experience in the areas of CRM Web UI, BSP
Application, Object Oriented ABAP (OO ABAP), ABAP in SAP HANA, BADI, User Exit, and Module
Pools. I have functional knowledge in CRM Services, CRM Sales, Interaction Centre, Opportunity
Management, Business Partner, Contract, Marketing etc.
♦ Have experience in Deregulated Utility Market and worked in UK for more than 3.5 years in the same
domain.
♦ Proficient in analyzing and translating business requirements to technical requirements and architecture.
♦ Have extensive process knowledge like Change of Supplier (COS) Gain, COS Loss, Home Move, New
Connection, ET process in SAP CRM IS-Utility area.
♦ Worked as an active member of Go-Live Cut Over activities, post Go-Live activities for RWE Npower
Main Release (R1.0) and Capability Releases 12C2, 13C1 and 14C1.
♦ Trained on IBM specific proprietary methodologies/tools which are meant to streamline Software
Applications which he is consistently using in projects for 4 years.
♦ Strong database skills, Object Oriented Programming and development knowledge in SAP.
♦ Experience in leading and managing teams of around 15-20 peoples. Handled multiple roles - Project
Team Lead, Functional Owner, QA Reviewer, Mentor, Trainer and Developer & Programmer.
♦ Implemented software projects for Utilities, FMG, Automotive, Pharmaceutical industry.
♦ Good communication skills, interpersonal skills, self-motivated, quick learner, team player.
CRM Skill Details:
I have Strong CRM Web Client UI skills with good functional knowledge in CRM Service, Marketing, Customer
Interaction Centre and CRM Utilities like Product Proposal, Quotation Management, and Contract Management
etc. I have following skill details in various projects.
CRM Technical/Programmer Skill Details:
• Have excellent knowledge in CRM Web UI. Worked with standard and custom UI components, porting
custom components in the UI screen or configuring custom components in standard UI screen.
• Create and enhance view, view set, window, Model and Value node, various types of Controller(Component,
Custom, View), Event handler, Navigation link, BOL and Genil Enhancement, Context class using
Component Workbench.
• Have worked with CRM UI Framework and its Genil and BOL model browsers, MVC architectures, BOL
Programming etc. Excellent understanding of BOL and GenIL Concepts. Also done BOL and GenIL
programming to fetch, read, update and delete database records using BOL and GenIL concept.
Madhu Sudan Biswas 1 of 9 SAP CRM
Consultant

MADHU SUDAN BISWAS
• Have skill in ABAP on SAP HANA and got training on SAP HANA HA400 course.
• Have experience in HANA Migration with ABAP changes.
• Web Service creation from Function Module and generation of WSDL using SOA Manager. Also Proxy
generation at CRM end using SPROXY transaction.
• BRF Tool and logical expression configurations using BRF Tool and BRF PLUS Tool.
• Have basic knowledge in SAP NetWeaver Gateway and ODATA Services.
• Have basic knowledge of SAP e-commerce or WCEM (Web Channel Experience Management) using SAP
NetWeaver platform (ABAP).
• Have basic skill on SAP Fiori and working on some POCs on SAP Fiori.
• Have good knowledge in Object Oriented Programming in ABAP. Developed lots of programs or
applications using ABAP OOPs concept. Have in-depth knowledge in CRM One Order Concept.
• Have good knowledge in Alert Definitions and corresponding configurations in IC_MANAGER business
role.
• Created custom search help within a custom view.
• Easy Enhancement Workbench (EEWB) and AET (Application Workbench Tool).
• CRM IS-Utility process definitions and custom view configuration with process id. Getting global data
within process view and passing data from process data to other screen.
• CRM IS-Utility Product proposal end to end processing logic.
• BAdI implementation, Enhancement Implementation, mostly worked with various BAdI’s under the
Enhancement Spot CRM_MKTPL which is fully related with CRM 2007 UI architecture. Besides this
enhancement spot, I have used Badi ORDER_SAVE, CRM_ORDERADM_H_BADI,
CRM_ORDERADM_I_BADI, CRM_CUSTOMER_H_BADI, CRM_CUSTOMER_I_BADI etc.
• Worked with CRM action configuration and its implementations of action conditions. Various BAdI’s
related to CRM action like schedule condition BADI EVAL_SCHEDCOND_PPF, start condition BADI
EVAL_STARTCOND_PPF and Execute badi EXEC_METHODCALL_PPF.
• Worked on Implicit and Explicit Enhancements.
• Worked extensively in CRM 7 with different type of CRM Web UI issues.
• Have extensive knowledge in Set type and attribute type creation and corresponding configuration to
enhance master data in CRM like Product or Technical Master Data like Connection Object, Premise and
Point of Delivery (POD).
• Worked with Business roles and Authorization objects(Based on PFCG role of the user)
• Worked extensively in parallel processing for SAP batch job optimizations.
• Configured Transaction launcher for URL and BOR based transactions.
• Report in UI for the data integrity between CRM with R/3 and BI.
• Well versed in using Solution Manager and its Change Release Management (CHARM) Process.
CRM Functional Skill Details:
• Functional knowledge in CRM Utilities, Customer Interaction Centre, CRM Marketing, Services ,
Opportunity Management and Business Partner.
• In CRM Utilities, I am proficient in Interaction Centre, Service Order, Contract Management, Product
Proposal, Quotation Management etc. Have also process knowledge in Change of Supplier (COS) Gain, COS
Loss, Home Move, New Connection, ET process, in Meter to Case (M2C) process etc.
• I have good knowledge in Home Move Link Process i.e. Move out and move in process.
• Have good techno functional exposure in different types of CRM Utility process definitions and
configurations.
• Worked extensively in Business Role Configuration, Navigation Bar Customizing, Easy Enhancement
Workbench Tool (EEWB), Transaction Launcher, etc.
• Worked extensively in UI Configuration Tools, Design Layer Concept and BOL Programming.
Consultant

MADHU SUDAN BISWAS
• Active member of Go-Live Cut Over activities and CDR activities for Main Release(R1.0) and Capability
Release 12C2, 13C1, and 14C1.
• Active member of post Go-Live activities for Main Release (R1.0) and Capability Release 12C2, 13C1 and
14C1.
• Actively monitored post go-live CRM batch jobs for Main Release (R1.0) and Capability Release 12C2,
13C1 and 14C1.
• Have good knowledge in CRM action definitions and configurations and related BAdI’s of those actions.
• Worked in SOA Manager to generate WSDL for a specific Web Service generated from custom Function
Module.
• Have worked on CAD (Call Attached Data) and Genesys integration i.e. CTI Integration.
• Have good knowledge in Alert Definitions and Modelers.
• Have extensive knowledge in porting ISU applications into CRM Web Client UI like Billing data, FICO
data, Device Data etc.
• Have basic knowledge of SAP eCommerce or WCEM (Web Channel Experience Management) using SAP
NetWeaver platform (ABAP).
• Set Type Creation and Configuration for CRM product enhancement.
• BRF Tool and logical expression configurations using BRF Tool and BRF PLUS Tool.
• Worked on CRM EHP1 (Service Pack Enhancement) as a techno functional consultant.
CRM Middleware Skill Details:
• CRM Middleware configurations for data exchange and Synchronizing Customizing Data.
• Download and Upload data from SAP ERP to SAP CRM and vice versa.
• Delta Load from SAP ERP to SAP CRM.
• Monitoring inbound and outbound queues and middleware debugging.
• Replication of data between ERP/ECC system and CRM system.
• Data Exchange with third party using XIF Adapter
Basic SAP IS-Utility Skill Details:
• Basic understanding of IS-Utility Device Management. Transactions and related tables for device data.
• Basic understanding of IS-Utility Billing and Invoicing. Transactions and related tables for billing/invoicing.
• Smart meter installation along with smart metering features.
• Move in and move out document creation and their reversal.
• Configuration of Master Data Template (MDT) and attaching custom function module into MDT.
• Basic knowledge of Technical Master Data like Connection Object, Premise and Point of Delivery.
• Basic understanding of IDEX. Transactions and related tables for IDEX data and process document or
switch document.
SAP Performance Skill Details:
• I have worked as a performance analyst by analyzing background job, RFC/HTTP calls, Memory Usage etc.
• Use of transactions ST12, ST05, STAD to complete accurate analysis.
• Worked in different types of measurement parameters like memory use, CPU impact, Locking, RFC/HTTP
Calls etc.
• Analysis of ABAP code with various categories of data access and data processing like Access without Index,
Lack of Parallelism, Standard Internal Table Scanning, Missing Index Steps, Initial case in the For All
Entries statement, Memory Short Dumps, RFC Runs to Time Out, etc.
• Parallel Processing in background job by using concept of SAP work processes.
Consultant

MADHU SUDAN BISWAS
Value added to the programme:
I have taken the following valuable trainings to leverage my SAP CRM experience.
Training Trainer Duration Dates
ABAP for SAP HANA - HA400 Sabyasachi Dutta, IBM 5 days 15th
Sept – 19th
Sept
2014
CRM 7.0 Deep Dive Web Client UI
Development, Customizing and
Configuration.
Leona Trossbach, SAP
Education Centre,
Germany
5 days July 27th- 31st 2009
CRM Web UI 2007s Frederic Heinemann, SAP
Education Centre,
Germany
5 days Dec 17th – 21th
2007
CRM Utility Functional Overview Amit Jha
L&K Team,IBM India
5 days June 7th
– 12th
2010
CRM Marketing Sanjoy Saha
L&K Team,IBM India
3 day Feb 24th
– 26th
2010
CRM Interaction Centre( CR410 ) Debabrata Banerjee, L&K
Team,IBM India
5 days Aug 16th-20th 2008
Rational Portfolio Manager( RPM ) L&K Team,IBM India 1 days Nov 9th 2009
Delivery Excellence with Tools
RCQ, METRICS, OPAL
L&K Team,IBM India 2 days Feb 3rd
- 4th 2009
CRM Basics( CR100) Sourabh Singhai,
Project Team Member
4 days Mar 12th
– 15th
2007
HIGHLIGHTS OF PROJECTS – SAP CRM RELATED
Selective Work Experience
Client Name:
Project :
Npower Smart Meter
Implementation Release 3 and
Release 4( CRM 7.1 )
Role: CRM Technical Architect
From: May 2014 To: Till Date
Engagement
Details:
Npower is in Utility Sector in UK having CRM Service, Customer Interaction Centre and
CRM Marketing and as a backend ISU/ECC. In this current release, we are implementing
smart meter for our client Npower. I was involved in requirement analysis and checking
feasibility from technical perspective and if there is any design gap, highlight it to
business. There are some third party communication for deregulated market. This
implementation has 3 phases( Release 3, 4 and 5).
Responsibilities Discharged:
 As an Analyst Programmer, analyzing and evaluating system program requirements and providing
technical solutions to business issues in SAP CRM also analyzing and translating business requirements
for smart meter implementation to technical requirements and architecture.
 As an Architect, validating technical design solution proposed for smart meter implementation.
 Prepare complexity determination and effort estimation of the developments and communicate the same to
the team.
 Providing technical solution by performing an extensive analysis of the client system, creating the
technical design, performing development for software applications using SAP CRM ABAP and Object
Oriented Programing Concept.
Consultant

MADHU SUDAN BISWAS
 Get involved in the development for smart meter developments like Customer consents, communication
with third party vendors.
 Involved in BRF Tool and logical expression configurations using BRF Tool and BRF PLUS Tool.
 Identifying technical limitations and deficiencies in the existing CRM and ECC system and related
processes, technology and methods of client.
 Developing, maintaining and modifying custom process by interpreting functional specifications,
technical designs and flow charts using SAP CRM ABAP and Object Oriented Programing concept.
 During unit testing, integration testing and UAT Testing phase, diagnosing the issues and debugging the
errors, identified within defined test cycles to meet the guidelines and quality standards.
 Take part in quality reviews and deliver objects on time.
 Creating technical specification, according to the functional model, for the developments or modifications
performed.
 Provide technical and functional assistance to the team members.
Client Name:
Project :
Npower ( CRM 7.0 )
Release 12C1, 12C2, 13C1, 14C1
and 14C2
Role: Senior CRM Analyst Programmer
From: January 2012 To: April 2014
Engagement
Details:
Npower is in Utility Sector in UK having CRM Service, Customer Interaction Centre and
CRM Marketing. In this project there are more than 400 developments including 160
developments in CRM. Besides CRM, there are Billing, Device Management, IDEX,
Workflow, BI, FICA, UCES objects. They are going to implement ECC6.0, BI and CRM.
These modules are totally integrated with each others. In the above capability releases, we have
delivered lots of functionality required by our client Npower and the UK utility regulatory body
OFGEM(Office of Gas and Electricity Markets). In Release 12C1, we have delivered a new
functionality called ‘Free Gas Safety Check(FGSC)’ along with some existing functionality. In
12C2, we have mainly worked on Smart Metering/Advanced Metering Infrastructure. In CRM
we have implemented Customer MR consents and Smart Refusal concepts. In 13C1, we have
integrated npower.com and SAP system to allow customer to do product proposal, quotation
and contract creation from npower.com website (online). In 14C1 and 14C2, we have planned
to deliver some features of smart meters as well as some npower.com functionality.
technical solutions to business issues in SAP CRM.
 Providing technical solution by performing an extensive analysis of the client system, creating the
technical design, performing development for software applications using SAP CRM ABAP and Object
Oriented Programing Concept.
 Reviewing completeness of the functional specification obtained.
the team.
 As an Analyst Programmer, developing, maintaining and modifying custom process by interpreting
functional specifications, technical designs and flow charts using SAP CRM ABAP and Object Oriented
Programing concept.
 Analyzing and resolving defects as a CRM Consultant and helping other team members to resolve defects
in different test phases( Link Testing, Integration Testing, Load Testing , Performance Testing and UAT
Testing )
 Involved in BRF Tool and logical expression configurations using BRF Tool and BRF PLUS Tool.
 Identifying technical limitations and deficiencies in the existing CRM and ECC system and related
processes, technology and methods of client.
 Active member of Go-Live Cut Over activities and CDR activities.
 Active member of post Go-Live activities
Consultant

MADHU SUDAN BISWAS
 Actively monitored post go-live CRM batch jobs.
 Take part in quality reviews and deliver objects on time.
 Provide technical and functional assistance to the team members.
 Coordinating with onsite for issue resolution
.
Involved in Processes and Technology:
 In CRM Utilities, I was in Interaction Centre, Service Order, Contract Management, Product Proposal,
Quotation Management etc.
 I have process knowledge like COS Gain, Home Move, New Connection, ET process, Order to Case
process.
 Extensively worked in Product Proposal, COS Gain, Quotation Creation and Contract management.
 In Release 12C1, we have delivered a new functionality called ‘Free Gas Safety Check (FGSC)’ along
with some existing functionality. For this service, we have used CRM service to create service request in
CRM.
 In 12C2, we have mainly worked on Smart Metering/Advanced Metering Infrastructure. In CRM we have
implemented Customer MR Consents and Smart Refusal concepts.
 In 13C1, we have integrated npower.com and SAP system to allow customer to do product proposal,
quotation and contract creation from npower.com website (online).
 In 14C1 and 14C2, we have planned to deliver some features of smart meters as well as some npower.com
functionality.
Client Name:
Project :
Npower ( CRM 7.0 )
Release 1.0(main release) and 1.1
Role: CRM Technical Team Lead
From: October 2009 To: December 2011
Engagement
Details:
Npower is in Utility Sector in UK having CRM Service, Customer Interaction Centre and CRM
Marketing and as a backend ECC/ISU. In this project there are more than 600 developments
including 220 developments in CRM. Besides CRM, there are Billing, Device Management,
IDEX, Workflow, BI, FICA, UCES etc. They are going to implement ECC6.0, BI and CRM.
These modules are totally integrated with each others. In CRM, Services, Interaction Centre,
Marketing are being implemented with latest version (CRM 7.0). This project is one of the
largest SAP IS-U, SAP CRM implementation for energy utility company in UK.
technical solutions to business issues in SAP CRM.
 As a developer, analyzing the strategy for upgrade related activities from CRM 5.0 to CRM 7.0, providing
advice and expertise in the Software Development Lifecycle.
 As a Developer Programmer, Developing, maintaining and modifying custom process by interpreting
functional specifications, technical designs and flow charts using SAP CRM ABAP and Object Oriented
Programing concept.
 Reviewing completeness of the functional specification obtained.
the on-site team.
 Developing and modifying custom ABAP code by interpreting functional specifications using SAP CRM
ABAP and Object Oriented Programing concept.
 Performing peer review and SME review of developed applications.
Consultant

MADHU SUDAN BISWAS
 Prepare detailed technical specification and test plan documents.
 Provide technical assistance to the team members.
 Coordinating with onsite for issue resolution
.
Involved in Processes and Technology:
 In CRM Utilities, I had worked in Interaction Centre, Service Order, Contract Management, Product
Proposal, Quotation Management etc.
 Worked in process area like COS Gain, Home Move, New Connection, ET process, Order to Case process.
 Also worked in Product Proposal, COS Gain, Quotation Creation and Contract management in SAP
CRM.
 Got good knowledge in Home Move Link Process i.e Move out and move in process.
 Have got exposure in CRM actions and related BADIs of those actions.
 Worked on CAD (Call Attached Data) and Genesys integration i.e CTI Integration.
 Have got good knowledge in Alert Definitions.
 Got good exposure in porting ISU applications into CRM Web Client UI like Billing data, FICO data,
Device Data etc.
 Worked extensively in Business Role Configuration, Navigation Bar Customizing, BOL Programming,
Easy Enhancement Workbench Tool (EEWB), Transaction Launcher, etc.
Client Name:
Project:
Nestle Globe
CRM Upgrade from 3.0 to CRM 6.0
Role: CRM Technical Lead
From: July-2008 To: Sept 2009
Engagement
Details
Nestle GLOBE project stands for “Global Business Excellence”. This was one of the largest SAP
CRM Upgrade projects ever undertaken. He was involved in Nestlé’s CRM Upgrade Project.
Nestle has decided to upgrade its CRM system from CRM 3.0 to CRM Web UI (CRM 6.0). In
this Project, he had involvements in Business Role Creation, UI Configuration Tool, Navigation
Bar Customizing, EEWB, Component Enhancement, New Component Creation, BAdI
Implementation etc. Besides these responsibilities, he was leading the CRM Upgrade team (~8 to
10 people) and managing ILC and SDMS booking of the team.
 In CRM Sales, Customer Interaction Centre( CIC ) and CRM Marketing
 As a developer, analyzing the strategy for upgrade related activities from CRM 5.0 to CRM 7.0,
providing advice and expertise in the Software Development Lifecycle.
 Analyzing and translating business requirements to technical requirements and architecture.
 Prepare complexity determination and effort estimation of the developments and communicate the same
to the on-site team.
 Delivered the system functionality by writing and maintaining program code in SAP ABAP with Object
Oriented Programming concept to meet system requirements, system designs and technical specifications
in accordance with quality standards.
 Program Coding followed by testing according to UTP.
 Provide technical assistance to other team members.
 Coordinating with onsite for issue resolution.
Consultant

MADHU SUDAN BISWAS
Client Name: ST Microelectronics - CRM
Upgrade (CRM 4.0 to CRM 2006s)
Role: CRM Technical Programmer
From: Dec-2006 To: Apr 2008
Engagement
Details
ST Microelectronics had decided to upgrade its CRM Applications into Web Version of
CRM (UI 2006s). I was involved with Opportunity Management and Business Partner,
Sales Contract. So many customized tables and Applications are used in ST
Microelectronics. Our tasks were to move these Customized Applications into CRM Web. I
worked in Business Role Creation, UI Configuration Tool, Navigation Bar Customizing,
EEWB, Component Enhancement, New Component Creation, etc.
 In CRM Opportunity Management, Lead Management, Business Partner and Territory
Management:
 Analyzing and translating business requirements to technical requirements and architecture.
 Developing, maintaining and modifying custom process by interpreting functional specifications,
technical designs and flow charts using SAP CRM ABAP and Object Oriented Programing concept.
 Prepare complexity determination and effort estimation of the developments and communicate the
same to the on-site team.
 Creating technical specification, according to the functional model, for the developments or
modifications performed.
 Program Coding followed by testing according to UTP.
Client Name:
Project:
Cadbury Schweppes, Australia
CRM De-coupling Project
Role: CRM Technical Developer
From: Mar-2006 To: Dec 2006
Engagement
Details
In CRM De-Coupling Project, Cadbury Schweppes Australia wanted to upgrade their SAP
System from R/3 4.6c to ECC 6.0. They were using CRM 3.0 for Maintaining data. They
didn’t want to upgrade CRM 3.0 to 5.0. But they wanted to upgrade R/3 system to ECC
6.0. For this task was to transfer data from R/3 side to CRM side and correspondingly
update and insert the latest records, so that it could be accessed through mobile device. For
this we first made an Object (report) in R/3 System and a RFC in the CRM side. Then we
were calling that RFC in ECC side.
 Program Coding followed by testing according to UTP
 Prepare complexity determination and effort estimation of the developments and communicate the
same to the on-site team.
Consultant

MADHU SUDAN BISWAS
Other IT Experiences:
 Nov-2005 to Feb 2006: As Technical Developer for an in-house project to develop for SAP India. This project
was an in-house development for building a proof of concept to data base driven web application
development using WebDynpro for JAVA. This application asks for input in the form of Customer
Number (Sold to Party), Order Material and Order Quantity for the user. The entered form is validated
and the order details are passed on the BAPI to create a Sales Order in SAP R/3 system. The created Sales
Order with order number is outputted back to the user. Finally the application is ported on to the
Netweaver Portal by making appropriate Views, Worksets, Roles, System and Alias.
 July 2005 to Oct 2005: This project was built as an in house Solution to meet the requirements of a general
trading Company ,covering many of standard SAP modules viz., SD, MM & FI.
This Solution provides a Web based, Role based access for managing the
Sales, Inventory and Accounts of the Trading Company. The processes
covered include: Sales Order Creation, Material Availability Check &
Material Requisition Check, Stock Transfer Order Creation, Post Goods
Issue & Release, Customer Delivery & Invoice Creation, Accounts
Receivable, Return Order creation, Raising Credit Memo & Return
Delivery.
Employment History
Employer From To
IBM Global Services , India : July 2008 till date
ST Microelectronics Pvt Ltd, India
HCL Technologies, India :
: Dec 2006
July 2005
Apr 2008
Dec 2006
Education and Background
 Completed Bachelor of Technology in Electronics & Communication Engineering from NIT
(National Institute of Technology) Kurukshetra (Deemed University), Haryana (2001-2005), India
securing 73.2%
 10+2 from W B Council of Higher Secondary Education (2000) with a percentage of 82.9%.
 10th
Class from W B Board of Secondary Education (1998) with a percentage of 80.3%.
Consultant

Resume_SAP CRM Consultant_ Madhusudan Biswas_9.5yrs Exp_for SAP CRM Analyst Programmer

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