S Nirmal Kumar

• Spearheaded multiple SAP CX projects, managing teams of 20 or more members to design and implement SAP Commerce Cloud, Marketing Cloud/Emarsys, and CPI solutions.
• Ensured alignment with business objectives by collaborating across teams, and contributing to strategic decision-making processes.
• Directed risk identification and mitigation strategies, maintaining adherence to timelines.
• Provided subject matter expertise (SME) to resolve complex functional and operational challenges.
• Developed and tracked detailed project plans, leveraging business tools, and Jira to monitor progress.
• Championed Agile methodologies to optimize project delivery and team performance.
• Monitored sprint performance metrics, including velocity, defect rates, and cycle times, to identify trends and opportunities for optimization.
• Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.

Project Lead for SAP Marketing Cloud & SAP C4C team.

• Directed end-to-end execution of SAP Marketing Cloud and SAP C4C projects, managing multiple stakeholders, and team coordination.
• Facilitated key decisions to ensure timely and efficient delivery of project milestones.
• Established clear communication channels among teams and stakeholders to streamline workflows.
• Implemented Agile methodologies to improve team efficiency and project adaptability.
• Submitted budget estimates, progress reports and cost tracking reports.

Project - Indian Ports Authority - Govt of India

• Managed SAP CRM implementations for the Indian Ports Authority, addressing critical system requirements, and enhancing customer service processes.
• Oversaw the configuration and customization of SAP CRM components, including partner determination and pricing procedures.
• Actively involved in business requirement gathering and prepared the Business Blueprint document as per the business requirements.
• Coordinating with various teams to handle customer profile creation and management from SAP CRM, as well as configuring master and transaction data middleware settings between SAP CRM and SAP SD modules.
• Performed extensive SOAP UI testing scenarios handled for all customer operations from IPA-governed websites.

• Provided expertise in the design and configuration of SAP CRM systems.
• Developed and implemented business processes for customer service, sales, marketing, pricing, and other areas.
• Performed gap analysis to identify missing functionalities between existing system and new requirements.
• Configured SAP CRM components such as partner determination, product determination, pricing procedures, business transactions and other related functions.
• Provided technical support to end users in troubleshooting issues with SAP CRM module.
• Created test scripts for unit testing of developed objects within the system.
• Analyzed user requirements to determine compatibility with current system architecture.
• Documented all aspects of development work including functional specifications, process flows.
• Conducted training sessions for end users on how to use the new features of SAP CRM module effectively.
• Developed custom reports as per client's requirement using ABAP programming language.
• Identified areas where improvements can be made in order to enhance user experience with the system.
• Modified existing software to correct errors, adapt to newly implemented hardware or upgrade interfaces.
• Leveraged Agile methodologies to move development lifecycle rapidly through initial prototyping to enterprise-quality testing and final implementation.
• Wrote user manuals and other documentation for roll-out in customer training sessions.

• Framed the Business Blueprint for Webshop enhancement in with regards to the new materials that can be ordered in Webshop
• Conducted requirement-gathering meetings with business users to provide optimal solutions.
• Configuring new document types and Product catalogue in SAP CRM w.r.t to the US parts. Creation of new Sales order types and new ordering screen in Webshop.
• Configuring new business users to the US parts ordering process as well as extending the users chosen.
• Configuration of damaged, return and credit memo complaint process in SAP CRM.
• Providing functional specifications for the new Smartforms developed for Complaint process for US parts.

Client- AT&T U Verse

Responsibilities:

• Day to day management of Process Service Delivery and Interaction Channel
• Serve as Internal/external escalation point and technical operational expert for queries from clients/team members etc.
• To be an active part in all enhancement releases of the CRM tool (Clarify) and to send reports regarding the usage and success
• Assisting with recruitment and training/knowledge sharing process
• Ensure adequate back-ups created for all critical positions and assist other teams during contingencies (Staff shortage, high volumes etc.) ·
• Work very closely with the process owners/stakeholders and other internal clients for overall growth of the business.
• Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
• Supported HR staff with recruiting and retaining high-performing talent.

Product Lead for Imaging & Printing Group at HP- Support Engineering Centre

• Team Lead and part of the team for data analysis in warranty impacting issues and providing L2 Support for Top call Generator Issues
• Identify emerging issues for assigned product generation team and work to characterize and replicate such issues.
• Participate in solution generation with the relevant HP Call Centre staff and product generation staff at HP division locations. · Maintain current reporting of issue identification, solution metrics and descriptions.
• Prepare ad-hoc reports for HP regarding technical issues. Conduct special research and development projects for NPI and on-going projects and Issue replication and functionality tests and fault detection process.
• Identification of issues impacting warranty and finding resolution for the same and documents the findings and presents it to the Support technicians in order to resolve the issue.
• Individual contributor in process called NTF (No Trouble found) for 4 months

Client: SBC yahoo a leading Internet service provider in US.

• Responsibilities: Setting up a home network with the client provided routers (Netopia Cayman, 2 Wire).
• Assist the customers in setting up the third-party routers (only Linksys, Netgear and D-Link) for both dynamic as well as static IP connections for a small home network.
• Assigning IP's to different hosts for residential customers who have a small network without DHCP.
• Assisting customers with Internet Browser related issues and Yahoo account issues and helping in creating sub-accounts.
• Installation of anti-spy ware software
• Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.