Project Manager System Administrator

Lichu (Carol) Chen

LICHU CAROL CHEN

617-***-**** (cell)

************@*****.***

SUMMARY

Project Manager (PMP), Delivery Manager, certified Salesforce Sales Cloud, Service Cloud, Application Builder, System Administrator, Advanced System Administrator and Omni Studio Consultant

• Over 10 years of working experience in implementing Cloud solutions using Salesforce Force.com platform including Sales, Service, Marketing, Custom Data Platform (CDP), CRM Analytics, Health and Experience Cloud

• Involve in various stages of SFDC and ERP project implementation and its software development life cycle including analysis, design, development, integration, testing, training and production implementation

• Technology strategist: plan and manage multimillion-dollar projects aligning organizational goals with technology solutions to drive business process improvements; strong critical thinking skills and conflict management

• Expert in Agile/Scrum and Waterfall methodology; able to manage large project teams and known for high-quality deliverables that meet project timeline and budget; Expert in change management and risk/compliance assessment process

• Excellent communicator: leverage technical and functional knowledge to communicate effectively with all project teams and top management.

TECHNICAL SKILLS

Salesforce Sales Service Marketing Experience Cloud CDP/Data Cloud CRMA Health Cloud SFDC Einstein Lead Scoring Omni Channel five9 DocuSign AZURE ADF CPQ Cisco/Avaya & SFDC Integration Knowledge Base Workflow and Approval Process Validation Rules Email Templates Reports and Dashboards Data Loader Oracle and SFDC Integration Jira Confluence HR PeopleSoft SAP ServiceNow ITIL MS Office Blackbaud RE NXT CERTIFIED SALESFORCE CONSULTANTS

Sales Cloud Service Cloud Application Builder System Administrator Advanced System Administrator Omni Studio EDUCATION AND PROFESSIONAL CERTIFICATE

W. Virginia University Morgantown, WV

Ed. D in Higher Education Administration

University of Illinois Urbana, IL

• Master of Computer Science

• Master of Science in Accounting

National Chengchi University Taiwan

Bachelor of Science in Accounting

Professional Certificate

• Project Management Professional (PMP) (Member ID #1273564)

• AICPA Certificate

PROFESSIONAL EXPERIENCE

Generac Power Systems via NRC March, 2025 – July, 2025 Salesforce Project Manager

• Responsible for the implementation of Salesforce Sales, Service and Experience Cloud for a Generac subsidiary company at China.

Lichu Carol Chen

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• Prepared Project Plan, run scrum calls during standups with a 3-week spirit schedule, reported project status during PMO meetings to all major stakeholders, worked with an outsource vendor/Implementation Partner to develop and configure Sales, Service and Experience Cloud.

• Managed Jira’s user stories, involved on QA and UAT testing, wrote UAT’s test scripts.

• Responsible for PROD cutover with functional and technical team including business stakeholders, IT release management team, business analysts, QA tester, UAT tester and training manager.

• Prepared for end user’s UAT testing and training by working with Change Management team, conducted risk assessment and finding resolutions and

• Demonstrated a proven experience leveraging the Agile/Scrum methodology to ensure the project delivery, consistent with program priorities, agreed upon scope, timeframe, and budget. Boston University via GTT January, 2024 – Feb. 2025 Sr. Salesforce Program/Project Manager

• Oversaw components of the BU DAR project workstreams to ensure successful delivery, and was part of the BU project team working with the Salesforce Direct Consulting (SFDC) team.

• Created and maintained project schedules, tracked project interdependencies, maintained and presented project status, as well as managing and documenting project risks/issues.

• Accountable for delivering to committed scope, on-time and within budget, reporting on the status of projects to project sponsor, and ensuring good communication within the team and with client stakeholders.

• Collaborated with project team members on project progress per SOW and budget status, worked with the DAR project participants, subject matter experts, and other clients to make project decisions, providing potential project impact of those decisions to the Program Manager, SFDC implementation team, and project sponsors.

• Planned delivery of projects in close collaboration with clients, and with IS&T staff (Architects, Developers, Engineers, System Administrators, and Service Operations) including data migration from Blackbaud RE to SFDC.

• Worked with Business Analyst to understand Blackbaud’s data structure to crosswalk it with SFDC’s data mapping including testing and validation of donor and gift data; and

• Communicated status of projects and future project plans to stakeholders including faculty, project sponsors, IS&T management, and IS&T governance committees.

Attentis Consulting Mar 2021 – Apr 2023

Delivery Lead and Salesforce Solutions Delivery Manager

• Managed and prioritized Salesforce CRM implementation project stream and collaborated with customers to define project definition, scope and business requirements.

• Led business grooming and standup meetings and provided needed expertise to identify, evaluate, develop and document requirements that met business needs. Addressed Compliance Management and risk assessments.

• Worked with Business Analysts, Technical and Solution Architect to deliver robust solutions and proof of concepts.

• Maintained knowledge of current and emerging Salesforce technologies, platform capabilities and associated functionalities including SFDC and DocuSign integration.

• Served as a Project Manager using Waterfall and Agile methodology to implement Health Cloud Provider Network Management, Service and Experience Cloud solutions for McLaren and MDwise Organization in 2023. Vlocity’s Omni Studio guided path was implemented to submit provider’s applications via Experience Cloud.

• Provided budget analysis, resource allocation & coordination of project activities across functional areas.

• Implemented Clover Health and Emblem Health related Sales, Service, Experience and Health Cloud Payer projects successfully in 2021-2022. Ensured thorough testing of all system changes.

• Effectively communicated project expectations to project members and stakeholders in a timely manner. TTEC Sept 2020 – Feb 2021

Principal, Technical Project Manager

• Provided guidance on pre-sales, solutioning, integration, development, configuration, customization efforts.

• Provided project leadership skills combined with Waterfall Methodology with strong business knowledge and in- depth analytical skills.

• Ensured SFDC CRM deliverables were on time and on budget while meeting customer satisfaction and expectation. Lichu Carol Chen

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• Established and maintained trusted advisor relationship with client project stakeholders. Haemonetics via Oxford Consulting Apr 2019 – Sept 2020 Sr. Salesforce Program/Project Manager

• Led Customer Service team from NA/EMEA/ANZ region to implement Service Cloud, Omni Channel, Avaya/SFDC and DocuSign/SFDC integration in 2019-2020 using Waterfall and Agile Methodology.

• Coordinated with GBS’s Management team, Software Support, Global Implementation and Integrated Plasma team to analyze and prioritize opportunities for SS’s Service Cloud and Field Service process improvement.

• Effectively multitasking with concurrent projects and provide routine project updates to stakeholders including Finance and Budget management.

• Provided ongoing production support for Software Support’s and Customer Service’s Service Cloud application.

• Conducted SFDC Change Control Board meetings w/ users from Sales, SS, CS & Global Hardware Service.

• Managed three SFDC Business Analyst/Developers to provide SFDC technical support to SFDC user community. Endurance International Group Apr 2018 – Mar 2019

Sr. Salesforce Business Systems Analyst

• Effective collaboration with stakeholders & technical developers on Salesforce Sales, Service and Experience Cloud using Waterfall Methodology.

• Developed and managed Sales/Service Cloud project plans & status reports, risks, issues, project finance and budget tracking and mitigation strategies.

• Successfully implemented Salesforce Lightning, Einstein Lead Scoring, Cornerstone LMS upgrade in 2018, Lead assignment process; wrote test plans, managed expectations across business stakeholders. Harvard Medical School Sep 2017 – Apr 2018

Sr. Salesforce Admin and Marketing Cloud Project Manager

• Successfully implemented SFDC CRM Marketing, Sales and Service Cloud for HHP and Executive Education in 2018; addressed system integration and data integrity between Cvent and Salesforce.

• Responsible for overall configuration, design, functionality and end-user support of Salesforce.com platform.

• Configured and maintained custom objects, fields, page layouts, data validation rules, custom workflows, installed packages and record types; and provided Salesforce related training to SFDC’s end users. Yale University Apr 2017 – Sep 2017

Sr. Project Manager for SIS Programs

• Oversaw the execution and implementation of detailed project plans in concert with stakeholders on Ellucian Banner System upgrade.

• Worked closely with business analysts, technical professionals, end users and project stakeholders during the requirements, solutions design and implementation phases to develop detailed project plans. Berklee College of Music Sep 2015 – Mar 2017

Distributed Enterprise Systems Service Manager

• Improved Salesforce CRM change management process, data integration and management; analyze Salesforce user security profiles and license usage reconciliation; SFDC CRM’s and TargetX’s contract renewal.

• Led the users from Registrar, Berklee Online, and IT to implement Colleague customized registration successfully; participated the replace of Ellucian’s Colleague with Workday and Data Migration, Ellucian ILP system upgrade. Montefiore Information Technology May 2015 – Sep 2015 Ellucian Banner Consultant

• Collaborated with Albert Einstein College of Medicine (New COM) team to support the implementation of Ellucian Finance, HR/Payroll, Grant Accounting, Sciquest, Kronos, ICIMS, OBIEE and Salesforce project. Lansing Community College Oct 2013 – Jan 2015

Student Services Technology Project Manager

• Worked with technical and functional users to implement Salesforce CRM Sales and Experience Cloud in 2014.

• Led Student Services Technology Projects (SSTP) and coordinated the work of all project resources with IT’s System Administrator, Enterprise System, Security, Networking and Integration team

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