Harshad Patel

Experience

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  Sardar Patel University

  Jun 2000 - Apr 2001

  Lecturer/Programmer

  Responsible for:• Taking regular lecture and practical• Guiding and monitoring student internal and external projects and coordination • Development and enhancement of internal department system on managing student enrollment, classes, grading and fees records

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  Avaya

  Apr 2001 - Jun 2009

  Manager - IT

  CRM 4.0 to CRM 2007 Upgrade and Support• Conducting workshops, POC on business process, WEBUI and functional upgrade• IPC configuration and formula/routine migration in new Application Platform using Eclipse• Defining WEBUI business role, role configuration key, navigation bar profile and workcentre adjustment • Channel Partner configuration for service order, complaint and repair order• Middleware Integration & Billing engine re-generation• ABAP objects development and WEBUI component enhancementCustomer Portal Development and Roll out• Development of different SAP Enterprise Portal WebDynpro (JAVA) applications based on RFC for viewing logged in customer business transactions like Sales quote & order, Tickets, IBase, Contacts, Contracts etc.• Development of application to create customer own service request and contactsSAP CRM 3.1 to CRM 4.0 upgrade• Gap & Impact analysis, Demo of new CRM 4.0 features• Migration of existing modified objects into new release• Resource planning for service order and Service contract plan itemSAP R/3 4.6C to ECC 6 upgrade• Gap & Impact analysis and checking & analyzing the release notes• Integration and Regression testing• Functional Support during Go-Live and laterSAP CRM 3.1 Implementation, Roll out and support• Conducting workshop and Business Blueprint preparation• Defining organization structure, account and contact management• Configuration of sales quote, Order, IBase, service request, complaint, return and repair, contract with periodic billing plan and CIC• R/3 order replication, billing and delivery• ABAP objects development and Middleware setup & monitoring• Testing, Documentation, User training and Go-Live SupportOracle Development (Enhancement and Support)• Enhancement and support of existing oracle applications for sales, service, logistics, material planning and FI functions. • Development of Oracle WAS using D2K and PL/SQL• Testing, user training and support ticket resolving Show less

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  Tata Consultancy Services

  Jul 2009 - Jul 2014

  Associate Consultant and CRM Module Lead

  Involved in multiple internal and external SAP CRM implementation, support and enhancement projects• Conducting workshop, solution designing, business blueprinting, realization, go-live and post go-live support • Defining organization structure and replication from ECC• Account and contact, business partner relationship, service product management • Lead, opportunity, activity and appointment management• Installed Base Management • Service Contract management with periodic & milestone billing plan, CRM Billing and IPC • Service Order processing with Resource Planning using Work-Force Management (WFM) • CRM Complaint and Repair order processing for spare part management. • Service Confirmation, Warranty claim & controlling Integration • Sales quote and order configuration based on ECC SD process mapping• Interaction Centre (IC) for customer ticket logging • Middleware setup, troubleshooting and monitoring • Providing web services for basic query, read, create and update operation to integrate them with Mobility server for internal mobility integration project. • Designing new custom RFC based web services in case SAP standard web service does not fit as per need• Supporting and guiding technical team in custom development and enhancement • Being CRM module lead within group, lead and mentoring the whole team• Involved in upgrade assessment of various CRM projects opportunity • Closely worked with Bid Management on CRM specific project proposals and CRM effort estimation for various projects and for scoping and Responses for Proposals (RFPs). • Involved in mentoring & other Leadership roles including due-diligence, reviews & Signoffs. Show less

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  First Tek, Inc.

  Jul 2014 - Apr 2015

  SAP CRM Lead

  Cloud EMS – Enterprise Management System• Lead the CRM module design for business process • Account and contact management • Business activity and task management • Customer inquiry and lead management • Quotation and order management • Customer feedback and knowledge management • Integration scenario designing and identifying dependency management

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  MOURI Tech

  May 2015 - now

  SAP C4C/CRM Solution Architect @ Karma Automotive LLC

  • SAP C4C (Sales cloud and Service cloud)• Sinch Contact Center – Integration with C4C Live activity and custom IVR • C4C Analytics - C4C reports, data source, key-figures, KPIs, dashboard and broadcasting• Connected Car – Integration with C4C ticket creation based on Vehicle diagnostics events• SAP Marketing Cloud – Contact segmentation & target groups, permission marketing, e-mail template, landing page, campaign management • SAP Cloud Integration (CPI) – C4C integration with ERP, S/4HANA and Marketing cloud, Iflow enhancement• SAP Cloud Application Studio – Custom BO & OData, Extension BO, Extension fields, association with standard BO, TBN & OBN screens, ABSL scripts, MDR, communication scenario, External web service integration etc.• Integration with non-sap system using SOAP & RESTFUL (ODATA) API • Integration with social media channel• Partner channel management (PCM) fiori apps for SAP cloud portal• SAP BTP, SAP Cloud Identity for SSO, Cloud connector and Mobile documents • SAP Hybris B2C & B2B, datahub and integration with S/4 HANA• SAP ERP/S4HANA SD process, Delivery, Billing• AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM, CloudFront, WordPress Show less