Carla Corcoran Email and Phone Number

Business Analyst / Senior Procurement Analyst• Gathered order details and placed orders for circuits, tracked through the delivery, and provided regular updates to the Project Managers.• Created and uploaded reports to ensure multiple organizations had access to current data for order and inventory tracking.• Worked with customers to obtain Customer Service Records, reviewed and analyzed the CSRs and helped customers determine the port requests, created LOAs, and prepared, scheduled, and tracked port orders.• Worked with internal team to gather configuration details to ensure customers’ MPLS, ADI, and broadband circuits were delivered successfully.• Billing support – performed billing audits of customer circuit inventory by reviewing vendor contracts and bills against customer contracts and bills to determine accuracy. Identified circuits which should have been disconnected and issued the disconnect orders, saving over $20k per month. Performed investigation and researched to solve billing discrepancies.• Worked with development teams to define requirements and test system enhancements on the ServiceNow platform/Project Management module, and Twilio inventory and billing APIs for accurate reporting.• Worked with service providers and aggregators for quoting and ordering of MPLS, ADI, and broadband circuits. Vendors included: AT&T, Atlantic Broadband, Comcast, DSR, Granite, GTT, Lumen, Spectrum, and Verizon.• Consolidated quoting information, determined the best provider, and provided quote/proposal details to sales.• Supported end to end teams from Sales, Design, Project Management, Network Operations, Customer Success, and Billing teams to ensure the customers’ needs were always met.• Provided knowledge sharing and training, and mentored various internal team members on various systems and reports. • Managed teams' and customers' access to AT&T’s self-service portals (BusinessDirect and Premier).• Managed internal mobility account and access.

AT&T (Contracted through Insight Global), New Jersey End-to-End Systems Integration Lead, SDWAN (November 2017 – May 2018)Contract employee supporting AT&T’s Software-Defined Wide Area Network (SD-WAN) service. 10/2017-5/2018• Performed Systems Integration Lead activities for SD-WAN end to end system flow.• Provided e2e knowledge and expertise for defect resolution, supporting Solution Architects, Technical Service Managers, Lead Project Managers, Program Management, Testing Teams (IST, UAT, PVT/UCT) and CI Customer Implementation team. • Supported legacy and target architecture flows for SDWAN with Flexware on AVPN, ADI/MIS, and broadband transport.• Worked with product team and user experience team to drive the best user experience and flow. • Determined and reviewed level of effort and impact assessments.• Provided recommendations for lowest cost impacts to corporation. • Partnered with extended team members from e2e teams to ensure successful deployment.

AT&T (Contracted through Insight Global/QAnalysts), New Jersey T2 System Engineer / Functional Architect Contract employee supporting target architecture for BVoIP provisioning systems. 5/2016-10/2017• Performed Lead system engineer activities for AT&T Collaborate for provisioning systems. Provide e2e knowledge and expertise, support Tier 3 system engineers in researching, tracking and writing requirement and user stories for GUI, database, and backend processing as well as application interface documents for APIs.• Provided project and defect support for IP Flex Reach and IP Toll Free legacy and target architecture flows.• Supported defect management process and e2e data flow and provided support for development and system test teams during defect calls.• Worked with product team and user experience team to drive the best user experience and flow. • Provided impact assessments and estimates and provided recommendations for lowest cost impacts while supporting architectural interface solution document creation. • Supported scrum of scrum master and partnered with extended team members from e2e teams to ensure successful deployment.

Contract employee supporting target architecture and legacy Sales applications support Design, Price, Propose, Contract, and Ordering processes• Performed Lead system engineer activities for Hosted Communications/AT&T Collaborate – for sales applications team including: provide e2e knowledge and expertise, support Tier 3 system engineers in researching, tracking and writing Tier 2 system requirements, application interface documents, and user stories for GUI, database, and backend processing.• Supported defect management process by providing support for e2e data flow.• Worked with product team and user experience team to drive the best user experience and flow. • Provided impact assessments and support of architectural interface solution document creation. • Performed deep dive of high order of magnitude/estimates to ensure accurate and lowest cost impacts to corporation. • Partnered with extended team members from business, process, systems, test teams and development (on and off-shore) to ensure successful deployment of e2e project requirements. Performed analysis of defects (in System Test, User Acceptance Test, Operational Readiness Test and production environments) for quick resolution. Identified defects while performing User Certification Testing and Regression Testing. Worked with developers to defined requirements for a new SalesForce.com tracking system to improve tracking of defects, change requests, and defect handoffs. • Responsible for training and mentoring new team members to expedite the growth and immediate success of team members. • Experienced with APIs, TOAD database tools, Enterprise Architect, Mindjet, JSON Editor, IRise, tSpace, SCME, Visio, PowerPoint and other Microsoft software.

Three-year contract employee supporting Design Price and Propose Sales applications in multiple ordering flows.• Performed system engineer / business analyst activities including: research, write, and publish system requirement and high level design requirements for GUI and backend processing and application interface documents after assessing business requirements and joint requirements documents. • Reviewed application design documents and test cases to ensure developers and system testers had clear understanding of expectations. Drove usability enhancements projects to improve user experience, add consistency in look and feel, and improve logic flow. • Provided detailed impact assessments after analyzing Project Introduction Forum reviews and Solution Definition documents, to improve accuracy of estimation of time, cost and resource needs from development partner team. Perform deep dive of high order of magnitude/estimates to ensure accurate and lowest cost impacts to corporation. • Partnered with extended team members from business, process, systems, test teams and development (on and off-shore) to ensure successful deployment of e2e project requirements. Found defects and performed detailed analysis of defects (during System Test, Integrated System Test, User Acceptance Test, User Acceptance Test, Operational Readiness Test, and User Certification Testing in the production environment) for quick resolution. • Identified the need and took the initiative to create and document a Welcome Package for new team members, and developed a training package to streamline and improve the onramp. Provided ongoing skills assessments for various team members and determine areas for improvement and action plans.

Provided pro bono marketing support - Management Consulting industryFund Raising, Public Relations, Marketing and Event Planning consulting services to Charities and Small to Mid Sized Businesses. Marketing Lead on AMC Health.-Marketing Strategy-Event Planning-Public Relations-Press Releases-Operational Planning-Business Development-Corporate Relationship Building-Business Planning-Sales, Marketing and Product Consulting

Business Direct and eBonding Resp. for award winning web-based customer self-servicing apps on the AT&T BusinessDirect portal: functional areas of Ordering, Status, Inventory, Maintenance, Billing, Payment &Disputes, supporting a variety of AT&T’s voice and data svcs. •Proven track record for improving AT&T’s bottom line annually •Redesigned the Codie Award winning AT&T eMaintenance application, increasing adoption and customer sat. ratings by 25%•Launched the new AT&T Electronic Customer Bonding Technical Trials, which led to the creation of the AT&T eBonding initiative. •Developed and implemented a new billing ticket process, which reduced costly cycle time by over 50% and improved cust sat. •Successfully managed multiple vendors and multiple systems to ensure quality service delivery. •Resp. for development and execution of test plans in support of UAT and UCt, guaranteeing successful release deployment.•Wrote requirements and prepared cost benefit analysis for funding justification of multi-million dollar projects. •Devl.training for Customers, internal sales and customer care associates, to improve customer touch point exper. and reduce adoption barriers.•Identified and spearheaded a Virtual Event opportunity to bring customers, support staff and product teams together to give customers the one-to-one experience, while supporting thousands of customers simultaneously. •Created and supported customizable customer portals, in support of Customer Care Connect. Initiated a cost savings program to bring over $150K annually back into the business. Prod Mgr & Asst Prod Mgr- Low/High Speed Packet Services•Developed cust migration plans for Frame Relay to ATM.•Created boilerplate proposal, sales tool and cust presentation packages to increase sales migrations in order to increase revenues and strengthen customer elasticity.•Supported X.25 Packet, Frame Relay, ATM, and Managed ISDN Service.•Supervised occupational staff.