Cory Carson

803-***-****

https://www.linkedin.com/in/c-c-912167133

Summary:

Project Manager/Sr Business Analysts with over 12 years’ experience in Application/Product Development, Energy, IT Risks Assessment, Auditing, and Regulatory Compliance, Technology Remediation, Supply Chains, Manufacturing, Entertainment, Sales, Banking and enterprise IT security, Data, and risks projects. Excellent organizational, conflict management, and analytical skills with the ability to prioritize and perform multiple tasks in a fast-paced environment. Experience in PMO process and procedure improvement and standardization. Detailed-oriented, with success implementing solutions to create optimal efficiencies for end-users. Application/Software implementation incorporating Project staffing, benefit, eligibility, scheduling, and payer system in a cross-functional environment. Experienced in Service Now process improvement and support. Leading Salesforce platform to deliver business value and support future growth through ‘new’ digital, cloud, and next-generation technologies, Customer service driven and work well independently and as a team member in a culturally diverse work environment. Strong interpersonal and cross-cultural communication skills with experience managing offshore and remote project teams. Managing multiple Tech Refresh/Infrastructure integration/IT Building/Datacenter migration, APP Dev, and GIS (Drums) projects for cardinal events. Lead Business Process Analyst (BPMN), Technical Project Management, Project Management Leadership, Project Risks Management, Strategic & Business Management. Project Financial Management. Operations Management Resource Planning and Portfolio Manager (PPM) with exceptional planning and implementation capabilities. Contract lifecycle Management CLM), Procurement Management, Procurement Cycle, Product Owner and Manage advisor Marketing Cloud email. Extensive experience in Change Management, Customer Service, Billing Management, Release Management, Human Resources Management, Salesforce Management, SDLC, Product Management, Project Coordination, Fraud and Credit Risks Management, Plant/Warehouse Safety Management, Infection prevention and control Management, preventing the transmission of communicable diseases in all health care settings. OTDA requirement training per Policy Directive 14-LCM-15 “Use and Protection of Confidential, Private, Personal and/or Sensitive Information” issued December 3, 2014 - OTDA Information Security Training for Social Services Districts, Financial Analysis, Credit. Lead the development of the training process and materials.

Skills:

MS Office, SharePoint, Workflow Management System (WMS), SAP Business Objects, SAP Salesforce, V-lookup, Pivot table, Remedy, Bike, Shape, iGrafx, AppOne, SAS, MS Word, MS Excel, Jira, Confluence, JavaScript, CSS, HTML, MS Access, Oracle, Primavera P6, Panda Doc, DocuSign, Concord, Juro, Agiloft, Outlaw and Contract Works. Maximo, PDWare, Microsoft Project Online, MS Visio, MS PowerPoint, MS Lync, Microsoft 365 Dynamic, Visa Net, VROL, Ask Now, TLC, Salesforce, Customer lifecycle, MS Outlook, Adobe Analytics / IBM Congo Analytics, SAP Success Factors for payroll, Adobe, GIS Software (AutoCAD), ESRI ArcGIS 10.x Suite, Global View & Streamline applications, Centrex Dispute Tracking System, Internet policy, and regulatory. Access, Quick Books, TurboTax, QuickBooks Payroll, Paychex, ADP, Paycom, Workday, Fieldglass system, PeopleSoft, PeopleSoft 9.2, Fluid UI, PeopleSoft Upgrade, People PC, Toyota Marketplace, MAS 90 and 200, E-Procurement, SAP/ARIBA system, Great Plains, Sage CRM/PRO, Ten Key Touch, Tele soft, PeopleSoft Campus Solutions, Salesforce, Tableau for business analytics, FedEx Ship Manager, BPMN Engineering and Modeling, BMC Remedy on Demand, Power BI, Application Lifecycle Management (ALM) testing tool, UI and UAT Testing, API, ERAP Application tool, ERAP CSR Portal, VCC (VMware), DocuPhase and VDI., Oasis and EIT Risk Management Systems. Microsoft Project Online, Six Sigma, Agile, Waterfall, Service Now TOM, Lean processes, SDLC, SFDC, and Small Business Fiscal Management, Accounts Payable, Accounts Receivable, Credit & Collection, F/C Bookkeeping, Payroll, and HR initiatives. Lead Event Sales by directing the productivity and effectiveness of sales with knowledge in budget tracking, marketing concepts, brand positioning, people management, competitive analysis, forecasting, client relationships, and creativity.

Professional Experience:

Duke Energy

Dev. Business Analyst – CCO Vendor Management. 07/2021 to Date

Lead the SAP implementation at Duke Energy in AP, AR, SD, MM and HR Modules of SAP. Created relationships in Requirement Traceability Matrix linking Business Requirements to Functional requirements and Functional Requirements to Systems Requirements.

Conducted Joint Application Development (JAD) sessions with IT groups. Identified the Key Changes, and participated in Stakeholder Management to communicate effectively with them Developed and Documented timelines for Project Delivery, and managed Projects and Resources to successful completion. Prepared graphical depictions of Use Cases, Use Case Diagrams, State Diagrams, Activity Diagrams, Sequence Diagrams, Component Based Diagrams, and Collateral Diagrams and creation of technical design (UI screen) using Microsoft Visio. Assisted to develop the Test Plan, Test Cases and Test Scenarios to be used in testing based on Business Requirements, technical specifications and/or product knowledge. Conducted User Acceptance Testing, gathered and documented User Manuals and Business Rules

Work with vendor leadership to address performance opportunities, implement initiatives aimed at resolving low performance, and set direction to ensure proper sustainability initiatives are in place for long term stability.

Direct efforts to ensure contractual performance targets and service level agreements are met.

Drive operational metrics to determine if they are trending in the right direction.

Identify, communicate, audited documents using Adobe Analytics, and resolve key risks and issues impacting vendor performance.

Provide regular and ad-hoc interpretation of vendor results to Duke Leadership.

Service as the primary point of contact for vendor related activities and all concerns about vendor; determine how to best support initiatives.

Schedule and participate in weekly vendor performance reviews.

Analyze vendor performance and uncover areas of focus for improvement.

Conduct root cause analysis on performance issues.

manage and Work hands on with product teams to validate that new functionality meets the business need Coordinate the delivery of implementation services to customers Design solution and system configuration based on SOW which includes Anticipate issues in advance and communicate impact and possible resolution Escalate appropriately both internally and externally to drive resolution to issues by coordinating across teams Manage custom solutions based on non-standard ad-hoc requirements outside initial statement of work when existing options/solutions don’t meet the SOW requirements Coordinate the resolution of technical or complex challenges, quickly analyzing basic and complex problems and communicating proposals to the appropriate stake holders.

The State of New York DOH

Covid 19 Implementation Consultant March 2021 to 07/2021

Lead the implementation and assigning projects including all functional areas of the Treasury Workstation. Responsible for reviewing and adhering to client's contract and understanding and documenting client requirements. Manage client relationships and expectations. Communicating client requirements that require customization to appropriate areas of NYDOH Integrity. Act as liaison between Client and NYDOH departments including Product Management, Development, and Training. Assist with project management by participating in regularly held status meetings and keeping the project manager apprised of project and task status. Report, track, and escalate system issues while keeping abreast of current issues. Assist in QA testing activities and attend product meetings as required. Work with the Client Relationship Managers and Phone Support Department to manage client expectations. Lead the rollout of NY Emergency Rental Assistance Program or ERAP to help renters dealing with financial challenges related to the COVID-19 pandemic. Lead the training of new Agent call center customer facing tools like ERAP Application tool, ERAP CSR Portal etc.

Apple Inc.

Apple Technical Advisor and Mentor. Aug 2020 to March 2021

Responsible for answering questions over the telephone for Apple's internal and external customers. Viewed as an escalation point, able to provide prompt, reliable, and accurate information to customers internally and externally also maintain effective communications during telephone conversations by adjusting to the pace and technical level of the customer. Responsible for ensuring total issue resolution on time, while maintaining the highest level of support quality possible for each situation. Handles escalated questions via the telephone that usually focus on specific product segments, addressing both hardware and software-related issues. Reporting/escalating issues through the appropriate channels. Effectively communicating information with team members and customers alike. Driving solutions to identified issues, as well as mentoring and training (development and delivery) with new employees. Proactively identifies ways to avoid the recurrence of customer issues by regularly improving the processes, reviewing technical articles, and recommending changes. Strong written, verbal, and organization skills, Lead technical SME. SME in the product area, able to stay up to date in an ever-changing industry, Ability to use critical thinking and logic skills to isolate and resolve technical issues on time. Superior time management skills. Apple Hardware certified.

South Carolina DHEC June 2020 to Aug 2020

Contact Tracer (project on hold)

Conduct phone calls to individuals within South Carolina who have been identified as encountering a confirmed COVID-19 case. Conduct interviews and investigations relating to contact tracing for COVID-19. Using a scripted template to guide the interview process and assure all required questions are asked, education instructions given, and interaction is conducted with confidentiality and empathy. Following the protocol/procedure to use a web-based platform to notify all close contacts of their exposure, determine the presence of symptoms, refer for testing if indicated, and provide appropriate quarantine education and guidance. Record data for contact notification outcomes into the designated system accurately and at the time of call or encounter. Lead the implantation of training and researching the Infections, prevention, and control demands with a basic understanding of the epidemiology of diseases; risk factors that increase patient susceptibility to infection; and the practices, procedures, and treatments that may result in infections.

HT Presents / Real MTV (Startup) – New York NY Oct 2019 to Date

Freelance (Remote) Project Manager / BPM Solution Architect /Event Sales Lead

Provides leadership to the sales organization and implements sales organization objectives that appropriately reflect business goals. Ensures planning, forecasting, and budgeting efforts are appropriately integrated with other planning processes employed by the company. Schedule and maintain the cloning and patching for the platform. Prepare and deploy releases into the ServiceNow environments using update set tracker and change management process. Oversees and enthusiastically motivates the Sales Team daily. Works closely with senior sales leadership to define the optimal performance measurements and management programs required to ensure sales success. Aligns reporting, training, and incentive programs with these performance management priorities. Creates annual budgets, sets sales goals and communicates monthly expectations. Meets and exceeds monthly quarterly and yearly financial goals. Negotiates and closes contracts. Creatively positions and sells event space while meeting budget numbers. Makes decisions with the venue's best interest in mind. Implemented operationalized Managed Services day-to-day support for Applications using ServiceNow as the ITSM tool to enforce and track the critical SLTs Partner performance Seek out and develops relationships with local industries (i.e., corporations, hotels, non-profits, etc.). Meets weekly with Corporate Partner(s) to go over corporate sales trends, bookings, sales recaps, and department productivity. Coordinate networking mixers and events. Establishes, develops, and maintains positive business relationships with industry influencers. Works closely with Front of House Managers, Special Events Team, and Executive Chef to coordinate all upcoming events. Works closely with Director of VIP Services to convert corporate events into Nightclub Table Sales. Attends weekly BEO meetings. Works closely with the Special Events Department on operations and event execution. Trains new employees, including, but not limited to, Sales Managers, Special Events Managers, Restaurant and Nightclub Managers. Off-site visits, and networking with clients to develop and maintain solid, lasting business relationships. Partners with senior sales leadership to identify opportunities for sales process improvement. Manages all account details and event logistics including but not limited to client walkthroughs, contract, floor plan, timeline & BEO creation, menu selection, payment collection, and post-event follow-up. Actively upsells food and beverage items and arranges and negotiates best rates for in-house AV, equipment, and vendors. Keeping practice teams focused and productive in a busy environment. Preparing and presenting project status reports and discussions with the customer, including comprehensive written and verbal materials; and, Writing, communicating, facilitating, and presenting cogently to and/or for all levels of industry audiences, clients, and internal staff and management. Experience in onsite functional or technical roles on at least four full-lifecycle SFDC implementation, with strong expertise in at least two of the following areas/modules. Experience in onsite functional or technical roles on at least five full-lifecycle SFDC implementations, with strong expertise in at least two of the following areas/modules. Experience in onsite functional or technical roles on at least four full-lifecycle SFDC implementations, with strong expertise in at least two of the following areas/modules. Work with the C-suite at our clients orchestrating strategies to use cutting-edge new IT for the greatest strategic impact/ competitive advantage. Help our clients understand how to utilize Salesforce and related technologies to their advantage through the creation of blueprints, roadmaps, and governance structures. Focus on problem-solving and high-paced value creation for our clients; using the Salesforce platform to deliver business value and support future growth through ‘new’ digital, cloud, and next-generation technologies.

Ameren / S3 – ST-Louis, MO Aug 2019 – Oct 2019

Digital PMO Resource Planning Lead

Lead Digital PMO Organization through the development of resource planning approach; Develop complete resource supply set of data by working with others and the need to help find a way to maintain, work with Human Resources and Business Analytics to develop resource planning tool (PDWare) to tie together resource demand (HR Hub) from project schedules and resource supply from SharePoint and the HR Hub; Lead project schedulers and project managers to ensure that they are appropriately loading their project schedules with the correct resources; Design, development, testing, deployment of Service-Now ITSM Tool; Work with project managers, supervisors, directors, and other project stakeholders to ensure that all project resources required are identified and appropriately accounted for in the company supply and demand tools (P6); Provide routine reports to project managers, supervisors, directors, and even executive leaders within the Digital IT Organization. Working with a Resource Planning tool (PDWare) and interfacing closely with Project Schedulers who use Primavera P6 tools for their scheduling. Experience in Resource Planning/forecasting and management using both shared and dedicated resources supporting projects and ongoing operation’s needs. Self-starter and able to gain people's trust quickly, with a sense of urgency with assignments to ensure that progress is being made, and working with a diverse team to solve problems. Support all training efforts, pertains to onboarding new advisors. Support and educate the Product Owner, especially concerning refining (grooming) and managing the product backlog, release planning, and sprint planning.

Wells Fargo – Charlotte, NC Jan 2019 to July 2019

CIO PM/BA.

Manager and Support Technology Remediation Execution (TREX) team, TREX Execution Governance team made up of 18 resources. These resources are each aligned to a CIO line of business managing project progress in response to MRA’s and CA’s from regulators. Quickly learning the portfolios, for a better understanding of various initiatives and due dates. Holding teams accountable for dates, risks, and issues and digging for information. Able to move swiftly and not take “I’m working on it” as an answer. Clearly understand an issue vs risk and how to dig for remediation strategy. Developed metrics used to determine inefficiencies and areas for improvement. Impeccable time-management and record-keeping & Documentation. Documented process flows and developed requirements for functional improvements and enhancements. support of large, complex, and multifunctional computerized system(s); assists in preparation of the computer services budget - Work with business customers to understand requirements and develop specifications for large-sized projects - Identifies data sources, constructs data decomposition diagrams, provides data flow diagrams and documents the process - Oversees, coordinates, and participates in organizational, operational, and procedural analyses to determine information input, work processes, and desired output for potential and/or updated computerization for a large number of users in support of a multi-enterprise application; Able to matrix manage, have strong project work and project planning experience. Configuring enhancements in Service-Now as per customer requirements. Developed organizational change management strategies. Identified "bottlenecks" and implemented new and improved processes and policies. Led cross-functional teams to analyze and understand the operational impacts and opportunities of technology changes. Organized and manage multiple complex projects in parallel, Maintain and own a project, review client’s goals and objectives, both long term and short term in agile environments. Create a CIO report and leading a bi-weekly call for the CIO team. Comfortable with presenting to groups of 30 people to report on issues/risks/status. Excellent PowerPoint, Excel, and SharePoint skills. Strong business relationship skills from a position of knowing how to balance holding teams accountable for reporting out on progress, issues, and risks. PM with tactical experience.

Visa, Inc. USA / RS Software – Ashburn, VA Sept 2018 to Dec 2018

Technical Support Business Analyst

Manage the operational service and support needs for Visa member banks and associations in a help desk environment for specialized software products, acting as the voice of the client to other internal groups, including the Product and Technical teams. Maintain, identify, and resolving client issues of moderate complexity. Chargebacks / Disputes/ Fraud supporting Visa resolve online, clients call and email with time-sensitive. Experience on Tableau dashboards by utilizing features such as parameters, sets, calculated fields and table calculations, user filters, action filters, and applying advanced technical charts. Getting insights out of their data by enabling them to do self-paced analysis rather than canned analysis by using tableau. Providing day-to-day support to financial institutions which include responding to customer inquiries related to web-based software applications issues while ensuring customer expectations are exceeded. Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations. Assure prompt and permanent resolution of client inquiries relating to general functionality for Visa software applications. Mapped process activities to desired outcomes to rectify operational inefficiencies. Recommended operational improvements based on tracking and analysis. Developed a set of metrics derived from raw company data to track improvements in organizational efficiency. Reviewed files, records, and other documents to obtain information and respond to requests. Mapped current processes and offered recommendations for improvement. Developed start-up and scaling cost estimates for business plans proposed to venture capital firms. Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs and Educate customers on software applications, usage, and functionality. Ownership of workflow, take the initiative to resolve problems, and meeting deadlines. Assess operational opportunities to increase service quality or efficiency Build and enhance positive working relationships with Visa client institutions, processors, and internal stakeholders.

Duke Energy Corp / E Team - Charlotte NC. Feb 2018 – Aug 2018

Ops Effectiveness Business Analyst

Documented business processes and analyzed procedures to see that they would meet changing business needs. Assessed the impact of current business processes on users and stakeholders. Implemented user acceptance testing with a focus on documenting defects and executing test cases. Identified process inefficiencies through gap analysis. Exceptional systems knowledge including advanced ability with Excel and Access including report design, strong experience with Tableau. Mapped process activities to desired outcomes to rectify operational inefficiencies. Recommended operational improvements based on tracking and analysis. Developed a set of metrics derived from raw company data to track improvements in organizational efficiency. Reviewed files, records, and other documents to obtain information and respond to requests. Mapped current processes and offered recommendations for improvement. Developed start-up and scaling cost estimates for business plans proposed to venture capital firms. Conducted interviews with key business users to collect information on business processes and user requirements. Investigated and implement ideas for quality improvement, increased productivity, and cost reduction. Verified that all process control parameters were always being documented and followed. Created and updated department work instructions and reports regularly. Completed and maintained accurate and organized records, documents, and reports. Escalated safety and quality issues and initiated remedial actions promptly. Maintain, Tracks and Coordinates Contractor PIR information being appropriately entered and handled within the Plant View Application. Adding users, reassigning Action Items, and updating individual privileges within PV. Reviewed through automated reports via management team which requires timely and accurate entry of events. Managed SharePoint sites/portals. Resolves inquiries by phone, in person, or email in a professional manner. Strong organization, and time management skills with the ability to prioritize tasks to work within timeframe. Ability to deal with a variety of individuals from various socio-economic, cultural, and ethnic backgrounds. Internal and external customers; requiring excellent customer service and communication skills. Good written and oral communications.

High Town – Newport Beach, CA (Remote) December 2016 – Feb 2018

Project Manager/ Sr Business Analyst

Conducted activity-based analysis of business processes and made recommendations based on the findings. Boosted company efficiency and customer satisfaction by streamlining processes deemed inefficient. Manipulated data using pivot tables, pivot charts, and macros. Elicited stakeholder feedback and input through interviews and surveys. Drafted financial and resource planning reports using optimization software such as (STS Systems) Survey tools, SAP Business Objects, SDLC, Redmine, and Tableau. Developed metrics used to determine inefficiencies and areas for improvement. Documented process flows and developed requirements for functional improvements and enhancements. Manage advisor. Marketing Cloud email program and coordinate centralized email campaigns. Collaborate with the content marketing team to create monthly campaigns for the advisor program. Manage critical client service email program including monthly database updates and campaign deployment with the email service provider. Deep understanding and experience in Salesforce’s native declarative functions (Process Builder, Flow, Reports and Dashboards, Permissions, etc.). Lead quality control for all aspects of email communications including links, email and landing page content, and subject lines. Create, format, and modify email campaign templates in Marketing Cloud. Review and proof all emails to ensure clear communications and brand consistency. Create email reporting dashboards analyzing campaign performance to provide actionable recommendations and deliver continuous improvements to the email program. Support all training efforts, especially as it pertains to onboarding new advisors. Analyzed businesses of varying sizes to determine the financial impact of potential investments. Developed organizational change management strategies. Identified "bottlenecks" and implemented new and improved processes and policies. Led cross-functional teams to analyze and understand the operational impacts and opportunities of technology changes. Organized and manage multiple complex projects in parallel, Able to Foresee conflicts/contradictions and potential gaps in proposed solutions in a business "PROBLEM COST". Maintain and own a project, review client’s goals and objectives, both long term and short term in agile environments. Analysis of clients Management & Financial Statements, Financial Ratios & Financial Terms, Interpreting Ratios, and Business Metrics/Key Performance Indicators including P&L and Balance sheets to effectively determine the cost of the problem and developed organizational release management strategies. Responsible for Set up strategy calls with clients and project managers, set up client's company plan meetings and research calls to develop Problems costs, break-even analysis in the preliminary finds meeting with the Clients. Engage clients using analogies to communicate concepts. Maintain creative problem solving, lead investigation through the resolution of issues. Strong root cause analysis skills, investigate, evaluate, and support prioritization of enhancement suggestions from users, lead small teams through a solution with experience in analytics/business intelligence tools, Finance/staffing methodology, and Project and Portfolio Management (PPM) using Agile methodologies. SharePoint. Workflow Management System (WMS) and SAP Business Objects, VLOOKUP, Pivot table, Six Sigma, Microsoft Project Online, SAS, MS Visio, MS Word, MS Excel, MS PowerPoint. Negotiate between users, stakeholders, handling change requests, rolling out new processes/policies in Change management, documentation, service management, and developers to find the most efficient way to rapidly deliver small but useful pieces of functionality that sum to achieve the larger objectives. Lead WMS and related design sessions with Clients and vendor partners to elicit requirements, define scope, and define specifications for software and controls. Recommend Personal Turnovers (PTOs), consulting services project, Tax Illustrations, preliminary Exit strategy illustration, conventional landing analyzer, Business Valuation Services, and Exit strategy plans. Supports E-procurement Treasury reporting supporting appropriate statutory reporting and preparation of financial statements, and meeting the mandated disclosure requirements, Support and maintain Supply Chain BOM, CRM, Microsoft Access, and Microsoft Visio; PeopleSoft 9.2, Fluid UI, PeopleSoft Upgrade. Use SAP HRM to perform high-level logic for payroll calculations such as calculating payroll taxes on a given set of wages, reading wage types from specific info types, calculating benefits premiums, and storing the results of the payroll calculation for managing and organizing compensation, QuickBooks Payroll, Paychex, ADP, SAP Fieldglass system. Establish relative priority of requirements through Innovates in processes and team processes to improve efficiency and exploring creative innovative approaches to solving business and customer problems. Provide support to capital markets and prepare presentations for all marketing pitches and provide required materials. Manage and utilize market knowledge and prepare various comparable for all planned transactions. Analyze and prepare materials for all capital markets and evaluate all approvals for same. Provide support to all research studies and prepare information brochures and required materials for all prospective investors. Prepare presentations for all

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