Angela Martin
Sachse,TX
Summary
Results-oriented professional with significant experience in operational support and project management at Verizon Business/HCLTech US. Demonstrated expertise in global provisioning and service delivery, achieving a fallout rate of less than 3% in disconnect automation projects. Skilled in JIRA and Rally, with a focus on improving stakeholder engagement and customer satisfaction. Dedicated to applying agile methodologies for continuous project improvement.
Overview
19
19
years of professional experience
Work History
Operational Support/Project Management
Verizon Business/HCLTech US
Irving, US
01.2019 - 05.2025
- Collaborate with different departments to implement efficient workflows and achieve key performance targets for service delivery.
- Strengthen stakeholder engagement to ensure smooth operations, timely deliveries, and client satisfaction.
- Operated complex service delivery processes, including provisioning, production support, and touching on order management.
- Managed projects for disconnect automation on current platform and legacy systems, including requirements, system testing, and monitoring after release to maintain less than 3% fallout.
- Single point of contact for system defect creation, tracking, and resolution completions.
- Escalated for resolution for more than 300 defects yearly.
- Led and coordinated conferences between multiple user groups and IT to streamline automation and its issues.
- Product Owner for the Access Unification project and co-produced the methods and procedures documentation.
Project Lead
Cognizant Technologies
08.2018 - 12.2018
- Managed the user acceptance testing of Mecca to BGW (broad band gateway) and provide post migration support to the users of BGW
- Created and tracked defects for all stakeholders and escalated for resolution
- Collaborated on migration of equipment between old and new system
- Liaison between developers and users to ensure requirements of new systems exceeded necessary standards
Provisioner
Verizon Business
Richardson, US
01.2006 - 12.2017
- Successfully helped release new ordering/provisioning system with business operations & dev ops
- Provided leadership & consultation with PMs and developers to resolve system failures
- Provided documentation and training support for production teams, Subject matter expert for off-shore resources.
- Designed large variety of network services including Voice and ISDN circuits at DS1, DS0 levels and for T-1 and 56k access
- Maintained positive relations between internal and external customers utilizing active listening skills to focus on revenue acceleration
Education
CAPM Certification Course -
Texas McCombs Executive Education
Austin, TX01.2026
High School Diploma -
Preston High School
The Bronx, NY06.1988
Skills
- Microsoft Office Suite
- Project management
- Stakeholder engagement
- Technical documentation
- User acceptance testing
- Process optimization
- Defect tracking
- Cross-department collaboration
- Communication skills
- Networking
- Customer service and support
- Training and development
- Active listening
- Attention to detail
- Organization and time management
- Dependability and responsibility
- Multitasking abilities
- Process improvement strategies
- Agile methodologies
- JIRA and Rally expertise
- Technical support
Awards
- Top Gun Award: Seven times
- Spirit and Pinnacle of Excellence: Four times
- First in Service and All-star: Four times
- Spotlight Award – three times
Timeline
Operational Support/Project Management
Verizon Business/HCLTech US
01.2019 - 05.2025
Project Lead
Cognizant Technologies
08.2018 - 12.2018
Provisioner
Verizon Business
01.2006 - 12.2017
CAPM Certification Course -
Texas McCombs Executive Education
High School Diploma -
Preston High School