Ho Lu

Costa Mesa, CA ***** – E. acqbiu@r.postjobfree.com – M. 714-***-****

OBJECTIVE

To deliver well designed well-integrated and scalable Cloud solutions. To architect, manage and implement effective business process models and workflows with strong focus on Customer Relationship Management from pre-sales to post-sales supports. Strive to provide impeccable services, supports and training to end-users.

PROFESSIONAL SUMMARY

Salesforce.com Certified Administrator

Project Management Certification – PMI

Proficiency in Microsoft Word, Project, SharePoint, Access, SQL, Toad, advanced Excel, Visio, and PowerPoint.

Strong business skill, data analysis and business process analysis. Ability to gather business processes and requirements, and turns it into an easy to understand functional and technical processes and documents. Strong ability to articulate complex business processes through easy to follow workflow diagrams.

Combine over 15 years of experience in analysis, design and development of business applications. Over 10 years of expertise in “Full Life Cycle” in designing and implementing “out of the box” and custom applications with strong focus on Customer Relationship Management (CRM), Enterprise Resource Planning (ERP) packages from PeopleSoft, Vantive, Oracle, SAS Enterprise salesforce.com, Siebel UCM, Siebel Sales, Siebel SR, Systems Integrations and Data Migration. Expert in system data architect, data analysis and business processes. Highly motivated, self-starter, have a strong sense of business needs and articulate business needs through application designs and architects. Teamwork oriented and performs well under pressure.

EXPERIENCES

Jan. 2015 – Present – Dell (Dell Software Group) - Aliso Viejo, CA - Consultant – Sr. BSA Salesforce.com

Salesforce.com SME, Sales and Marketing operations, Business System Solutions and Supports. Facilitate requirements, solutions, develop System Requirement Specification and User Acceptance Testing Test Cases

Supporting on-going data integration and data migration activities as a results of Dell on-going mergers and acquisitions

Sept. 2014 – Jan 2015 – TATA Consultancy Services – Costa Mesa, CA – Salesforce.com Sr. Business Analyst

Salesforce.com SME, Sales and Service Cloud Enterprise Delivery Services adopting Agile Methodology.

Working with clients to understand business and system requirements to produce Functional, technical designs and User Acceptance Testing Test Cases.

Driving architectural discussions and decisions to achieve a long-term vision.

Suggesting steps and measures for improvements in applications and systems.

Feb. 2013 – Sept 2014 – Dell (Dell Software Group formerly Quest Software) – Aliso Viejo, CA – CRM Business System Analyst Sr. Advisor

Salesforce.com SME, Sales and Marketing operations, Business System Solutions and Supports. Facilitate requirements, solutions and develop System Requirement Specification. Adopting Agile Development Methodology, developing Use Cases, Test Scripts, Facilitate daily SCRUM, UAT and SPRINT release and planning

Design and Implement Real-Time screening of all Orders, License Registration in Siebel against government restricted parties database for Trade Export Compliance.

Accounts, Contacts, Opportunity, Quote, and Asset sync optimization between SFDC and Siebel.

Recommend, implement strategies and solutions to consolidate, migrate and integrate different CRM, SFDC instances as a results of ongoing merger and acquisition activities. Document business workflows and respective data flow “As-Is” as well as future state.

Support the Design and Implement SFDC data warehouse that ensures high quality reports matrix.

Lead data analysis, workflows, reporting and dashboard implementation in SFDC.

Jul. 2012 – Feb 2013 – Brandman University / Chapman University System – Irvine, CA – CRM System Specialist

Research, design and implement solutions to improve students prospecting processes. Research and reversed engineering of existing Hobsons Connect CRM application, Salesforce.com and Banner ERP systems architectures to document as-is process. Facilitate requirements and produce System Requirement Specification.

Salesforce.com SME/BSA, working with University functional departments, Consultants and Partners to enhance business workflows, that ensures high quality information in support of CRM and Marketing Business Functions.

Informatica Cloud data integrates internal and external Argos Banner/ODS reports and integration between Banner and CRM.

Recommend, implement to-be CRM system architecture to maximize CRM operation process and workflows.

Maintaining ODS data warehouse ERD and mapping that ensures high quality internal and external reports.

Lead data analysis, workflows and reporting initiatives in Information Systems and Marketing.

Sep. 2011 – May. 2012 - Oneroof Energy, Inc. – San Diego, CA – Salesforce.com PM/Sr. BSA Consultant

CRM Business analyst and Salesforce.com solution architect. Facilitate requirements and produce System Requirement Specification.

Meeting with Sales, Operations, Partners and Marketing executives to design business workflows and develop functional requirements for the Solar Power leasing business. Business processes cover all functional areas including acquiring homeowner leads, Web to Lead, Web to Case, qualification of certified roofer, working with third party payment agencies, utility company, energy quality control agencies, solar power equipment distributors and solar installation project management.

Architect and configuration of Salesforce.com application includes integration to third party Box.net and DocuSign for online document management. Implement Electronic Signature within Salesforce. Do Not Call integration within Salesforce to compliance with Federal Do Not Call regulations. Salesforce to Salesforce integration, that shares data between distributors and installation partners as well as Partner Portal Configuration.

SFDC implementation PM through Agile Development Methodology, Managing SFDC developer vendor, Develop training materials for all functional areas involving in the process. Analytic snapshot reports, performance dashboard reports for executive board.

Apr. 2011 - Aug. 2011 – Dibon Solutions Inc. – Costa Mesa, CA – Salesforce.com Sr. BSA Consultant

Working at various clients’ sites, adopting Agile Development Methodology and facilitating with businesses to gather business requirements, develop SCRUM Users Stories, SPRINT Planning, SFDC Configuration, Delivery Management, Custom Reports, and Dashboard Configuration. Data architect, data migration and integration to third party ExactTarget application for Campaign Management. Perform data analysis to assess data quality and data integrity of existing SFDC implementation; recommend approaches to improve data quality, Security Accesses and data integrity where applicable. Clientele includes Appirio, Etherios, JDRF (Junior Diabetic Research Foundation-New York), The Capital Group Companies (Irvine, CA), and Northern Trust (Chicago).

Aug. 2010 - Apr. 2011 – EMC2 - Stamford, CT – CRM Consultant – Business Data Analyst

Global SFDC Business Data Analyst at Pitney Bowes; Perform deep dive data analysis of Sales and Marketing legacy Data across 11 business units and Map to SFDC Data Model.

Perform Details data analysis on Customers and recommend the benefits of consolidating Customer Master Data bases on SAP and Dun & Bradstreet information.

Data Analysis, develop requirements, data mapping and gap analysis for data conversion of 20 difference Data sources across 11 different business units to single global SFDC instance. Subject matter expert includes Account, Contact, Lead, Marketing Campaign, Opportunity, Case, Solution, Product, Price Book and Install Base/Asset. Data Sources are from SAP CRM, Siebel CRM, JD Edward, ACT, and different instances of SFDC, Direct Marketing, local small databases and spreadsheets.

Facilitate meeting sessions with Business and Data Stewarts to finalize requirements, data mapping and conversion rules as well as gap resolutions. Set business expectation on data requirements.

Employ IBM Information Analyzer to perform data quality analysis. Profiling data and develop standard guidelines on data cleansing, de-duplication and data governance policy.

Dec. 2009 - July 2010 - Cisco Systems Inc. – San Jose, CA – Salesforce Consultant – Data Conversion Project Manager

SFDC data conversion track lead. Managing data conversion process to migrate Accounts, Portfolios, Customers, Contacts, Contracts, Assets, Products, Items Master, User, Workgroup, Service Requests and related data from Oracle 11i CRM, ASDW and ePortal to salesforce.com (SFDC) for Technical Assistance Call Center (TAC).

Architect data requirements to migrate and synchronize Master Data from Web Portals, Oracle 11i CRM Service Request and SFDC.

Prepare test scripts to validate data from sources to targets through the conversion processes.

Facilitate meetings with businesses to develop Business Requirements, Business Data Workflow, data mapping and Functional Requirements for the TAC Service Support Process as well as integration and sync up Master Reference Data unidirectional from Oracle 11i Service Request to SFDC Case Management.

Perform details Data analysis on Service Contracts to provide conversion and deployment plans to migrate Customer Service data in phase bases on Technology and or Contract Type. Provide to the business different approaches, benefits and disadvantages on different plans

Sep. 2009 – Dec 2009 – Embarcadero Technologies – San Francisco, CA – Salesforce Consultant – Sr. BSA

Perform details Data analysis on Master Customers and Assets and reverse engineer of legacy CRM system Onyx. Facilitate meetings with businesses to develop requirements to map and migrating entire CRM data from Onyx to salesforce.com platform. Optionally, provide strategies to migrate CRM data from salesforce.com to Onyx CRM.

Data analysis and data requirements include Customers, Addresses, Contact, Product Master, Price Books, Assets, Opportunity, Service and Support.

Data analysis of Great Plains Application to determine options and strategies to migrate Master Customer records to salesforce.com platform. Strategies include de-duplication of Customer records between Great Plains and Onyx before migrating to salesforce.com.

High-level Data Integration architecture, integrate salesforce.com and Microsoft Great Plains. Integration includes Master Customer, Master Products and Assets.

Oct. 2008 – Aug. 2009 - Cisco Systems Inc. – San Jose, CA – Sr. CRM BSA - Salesforce Consultant

Part of CDII Initiative (Customer Data Integration Improvement) Track Lead; design and deploy New Customer Accounts Integration from Field Data Enrichment Validation (FDEV) system to salesforce.com for Emerging Markets, includes supporting Year End New Accounts activities. Develop Functional Requirements, Process Workflow, data mapping and Use Test Cases. The integration architecture bases on Oracle 11i, Informatica platform and salesforce.com

Facilitate meetings with businesses to design and deploy FDEV process to allow Sales Operation users to mass-update Sale Account Views and Market Segments without requiring supports from IT resources. Develop Functional Requirements and Use Test Cases to validate data.

Worldwide Sales Force Automation SME

Facilitating and Collaborating with different functional business units within the System Engineer Operation and IT Operation to detail End to End processes enabling Account Managers and System Engineers to collaborate on Sales Opportunity Management; in doing so helping Account Managers efficiently manage Sales Opportunity and thereby increase Opportunity winning rate and consequently increase Sales. This is part of key initiative Integrated Selling Process been deploying worldwide.

Adopt Agile/SCRUM methodology, develop SCRUM stories, conduct daily SCRUM meeting and develop Business Process Workflow that supports the development of new collaborating features in salesforce.com.

Analysis of System Engineering organization and teams world wide to define team structures base on technology and specialization including operation hierarchies for collaboration and escalation across theaters and geographic regions.

Manage WebEx Connect and Wiki spaces as central repository to manage team collaborations, documentations, SCRUM processes and stories.

Mar. 2008 - Aug. 2008 - Harmonic Inc. – Sunnyvale, CA – Salesforce Consultant – Sr. BSA

Worldwide Sales Force Automation Subject Matters Expert and IT Analyst.

Facilitate meetings with businesses to Re-design of product data model hierarchy to support Salesforce.com and Big Machine integration, Product Configurations, Price Books, Quotes, Orders and Sales Forecasting roll-up base on Product Categories.

Data Migration Lead, Data Analysis and migrate Accounts, Products, Price Books, and Sale Orders, from Oracle 11i ERP to Salesforce.com. Migrate Microsoft Outlook Customer contacts and properly link to an Account in salesforce.com. Evaluate different approaches, benefits versus disadvantages on data conversion of customer locations and addresses. Set business data expectation on data quality and data conversion requirements.

Data Integration Lead, Data Analysis and integrate Accounts and Sale Orders from Oracle ERP to Salesforce.com using CastIron.

Systems Data Analysis of current PeopleSoft/Vantive Legacy Service and Support Application and Fit Gap analysis against SFDC Service Cloud Case Management.

May. 2007 - Mar. 2008 - Cisco Systems Inc. – San Jose, CA – Salesforce Consultant – Sr. BSA

Worldwide Sales Force Automation Subject Matters Expert and IT Analyst.

Collaborate with different functional business units to put together a Business Requirements Document that details an End-to-End deployment plan for new global SaleForce.com implementation. Deployment plan includes data migration of all relevant data: Account, Account Hierarchy, Products, Opportunity and Contact.

Develop process for account cleansing and de-duplication, Contact Permission integration with down stream systems, Opportunity integration with down stream systems to enable global Forecasting.

Part of the new Acquisition organization to charter best practice business processes and “Play book”, partner with all stakeholders to formalize best Engage Model to integrate acquired sales organization into Cisco Worldwide Sales enterprise.

Apr. 2006 - Apr. 2007 - Adobe Systems – San Jose, CA – Consultant - Business Architect /Project Manager

Business Architect worldwide sales and marketing operation.

Business analysis, process workflow, gap analysis and architect solutions to merge business processes and migrating data from Macromedia (Onyx) to Adobe (SAP) after Adobe acquired Macromedia a year ago. Subject matter expert including Product Configuration, Sales Order Management, Revenue Booking, Sales, Leads, Territory Management, Commission, Customer Services, Volume Licensing, Marketing Campaigns and Marketing attributes on saleforce.com, SAP and Siebel.

Business analysis, architect and managing EDI Sync project with third party vendors to manage contact permission within SAP/CRM, marketing events and attributes for indirect, direct marketing and analytic activities perform by third party vendors.

Implement embedded registration process within Adobe next generation of Software Installer that enables software registration automation.

Facilitate meetings with businesses to architect worldwide marketing and sales data mart to enable in-house direct and indirect marketing activities and marketing and sales analytic.

Jul. 2005 - Apr. 2006 - Cisco Systems Inc. – San Jose, CA – Salesforce Consultant – Project Manager

Worldwide Sales Force Automation, data migration project lead. Managing data migration process to migrate data from legacy Siebel CRM and other legacy sales systems to salesforce.com

Lead analysis, gap analysis to drive a re-engineering effort to provide better data migration solutions to accommodate worldwide sales processes across the globe. Recommend different approaches, benefits versus disadvantages on different conversions solutions

Managing offshore vendor to develop data migration strategies to accommodate multiple deployments based on geographic regions.

Facilitate meetings with business, sales operations and IT to develop and standardize data de duplication and cleansing processes across multiple data sources prior to data migration.

Working with Dun & Bradstreet and in house customer registry team to ensure “Master” customer account from Oracle 11i TCA properly flow to all downstream systems.

Integrate SFA applications to Global Contact Registry system to provide contact permission information such as do not call, do not email to Marketing and Sales to ensure proper Sales and Marketing activities.

Lead analysis to identify any integration gap across “Master” customer account and all downstream systems and provide solutions bridging those gaps.

Sep. 2004 - Jul. 2005 - Business Objects – San Jose, CA – Consultant – Sr. CRM Architect/BSA

Architect, design solutions and strategies to migrate Sales and Marketing data from SQL Horizon system to Salesforce.com Sales and Marketing application.

Sales and Marketing data migration includes Data modeling, and details data mapping analysis.

Design, managing and implement data migration processes to migrate CRM data from three different CRM legacy systems world wide including Vantive to PeopleSoft CRM.

Managing all technical documents and acting as liaison between business communities and technical teams to facilitate business processes and technical functionalities of CRM system, subject matter including Customer, Contact, Install Product, Service Contract, Support and Order Management.

Global liaison between business team and technical team

Coordinating and managing out side vendor for data cleansing before loading into Peoplesoft CRM.

Design and implement test script to validate data after cleansing. Coordinating with QA to design test plans and user accepting procedures.

Oct. 1992 – Sep. 2004 – CIS, Inc. – San Jose, CA – Independent Consultant, DBA Computer Integrated Solutions

Provide business analysis and design custom Client/Server solutions. Business focus included financial institution, manufacturer, Internet service provider, wireless communication and information technology consulting. Specializing in Oracle, Vantive CRM, SQL, Access, Visual FoxPro and FileMaker Pro.

Clientele includes Mentor Graphic, Motorola, Agilent Technologies, IBM, Bell & Howell, Charles Schwab, Well Fargo Bank, SBC/Pacific Bell Internet, Viag Interkom GmbH (Munich Germany), Celerity Group, Inc., Sony Corp., Huff Communications, Software For Surgeons, Leasing Associates, San Jose Awning, and Ericsson Component.

Jan 1989 - Oct. 1992 - Exel Microelectronics, Inc. - San Jose, CA - System Analyst

Design and implement computers network and database system, using FoxPro. The system was designed to start up a Statistical Process Control (SPC) program. The system consists of 15 Macintosh, 5 PC-Windows, a Sun/Server (UNIX) using TCP/IP and AppleTalk.

Develop Excel macro system to interface with FoxPro SPC database to analyze and out put SPC charts for over 200 processes including function to down load data from HP9000 computer for cross-data analysis between production and sales department.

Design and implement electronic documentation for over 300 processes for the company. As a result, had helped the company qualified for MIL spec and ISO 9000 certification.

Jan 1986 - Dec. 1988 - Exel Microelectronics, Inc. - San Jose, CA - Process Engineer

Sustain processes in Diffusion Department to ensure process integrity and consistency.

Design experiments and write up production procedures for the new fully automated Coating Equipment for processing 1-micron Bi-Polar semiconductor devices.

EDUCATION

Project Management Certification – PMI – San Jose State University, Dec 2007

General Chemistry - San Jose State University, May 1989

PERSONAL DATA

US Citizenship, California residence; enjoy camping, sailing, golf, snowboarding, wake boarding, mountain biking, scuba, hiking, and the wine country. Work well with other, always strive to learn, have a great sense of humor and perform well under pressure.

REFERENCES

Available upon request

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