Meng-Han (Heidi) Lu Email & Phone Number

Greater Salt Lake City Area

Professional Experience (5+ Years)• Experience in PM (Project Management) practice for project initiation, discovery, requirements, development, production, and delivery• Liaison between clients, technologies team, production team, and implementation team• Responsible for analyzing enhancements to ensure total fulfillment of business needs• Analyze data for trade, account, suitability, positions, balances, and transactions to review equity trades, suitability regulations, and anti-money laundering compliance• UAT (User Acceptance Testing) and defect management for a variety of applications and systems• Participate in project definition and analysis phase of projects to ensure that business needs and requirements are captured effectively• Ensure RCA (Root Causes Analysis) are determined and confirm permanent fixes have taken place• Partner with technologies during new product design to plan support and identify possible file points based on existing support data • Work with business users to create procedures and recommend enhancements for the supporting products in order to provide better customer/system user experiences • Deliver project management, in depth analysis and problem solving services

West Valley, Utah

SELECTED ACHIEVEMENTS--------------------------------------------------------------------------------------------------------------------------------• Project lead for ISIS Wallet, Serve, Bluebird and gaming prepaid cards• Successfully reducing the Serve related tickets from 500+ down to 200+ in two weeks• QA testing SERVE related Web/Mobile App for improvements and submitting enhancements to reduce ticket and call volumes• Provides SERVE related trainings and procedures to existing and new team members (40 people)EXPERIENCE--------------------------------------------------------------------------------------------------------------------------------• Fluent in Mandarin Chinese: Translating system documents procedures and training China partners• Participate in project definition and analysis phase of projects to ensure that business needs and requirements are captured effectively• Assist in the analysis of underlying issues arising from investigations and convert them to normal business requirements• Ensure root causes are determined and make certain permanent fixes have taken place• Conduct UAT (User Acceptance Testing) and defect management for a variety of applications and systems• Partner with AMEX Technologies and SERVE Technologies during new product design to plan support and identify possible file points based on existing support data • Work with business users to create procedures and recommend enhancements for the supporting products in order to provide better customer/system user experiences • Plan and conduct IRT emergency bridge calls to resolve high-severity outages and major system impacts and create remediation plans by connecting affected departments• Deliver project management, in depth analysis, and problem solving services• Collaborate globally with AET, Product Development, Risk, FLOS, Client Management, GP Operations, Compliance, Finance, external vendors and business partners with automation activities