Jesmith Lopes
Roanoke
Summary
Strategic digital operations leader with deep expertise in enterprise releases, outage management, and defect governance. Known for driving high-reliability digital experiences, accelerating incident resolution, and protecting multimillion-dollar revenue across Verizon’s highest-visibility programs. Skilled at aligning cross-functional teams, optimizing CX, and enabling global delivery at scale.
Overview
7
7
years of professional experience
Work History
Principal Engineer - App Support
Verizon
Irving
04.2024 - Current
- Oversaw enterprise-wide defect management for Verizon's high-visibility product launches, ensuring seamless execution and minimizing operational risk.
- Drove operational excellence in digital release management, achieving 90% triage quality in JIRA while managing 4,500+ JIRA and 42,600+ AYS tickets with 99% SLA adherence.
- Accelerated AYS automation initiatives, increasing coverage by 45% and reducing manual effort by 60% through rollout of 11 automated External SSO flows.
- Established an assisted-defect management framework, enhancing visibility, cross-team coordination, and time-to-resolution using advanced analytics and governance models.
- Built high-performing defect operations teams, mentoring analysts and engineers to enhance triage capabilities and incident response maturity during peak releases.
- Acted as strategic partner to Product, Engineering, QA, and Senior Leadership, ensuring alignment on release-readiness and safeguarding customer experience across channels.
Sr Engineer - App Support
Verizon
Irving
04.2022 - 04.2024
- Directed large-scale digital content release operations for over 4,000 device promotions and more than 5,000 merchandising updates, achieving a 71% YoY reduction in GTS tickets.
- Led high-severity production outage responses for Verizon’s Digital & Assisted Channels, executing in-depth triage and ReactJS debugging to restore service rapidly.
- Protected over $2M in revenue during critical sales periods by expediting defect resolution and stabilizing customer-facing journeys.
- Enhanced Digital Interaction Score by mobilizing cross-functional teams through effective escalation management, ensuring rapid issue resolution.
- Owned go-live readiness planning for major Verizon initiatives, delivering low-risk releases via strong governance and orchestration.
- Strengthened global delivery by onboarding CTS resources and managing the transition of U.S. responsibilities offshore.
Technical Project Manager
Corevance (Client - Verizon)
Irving
03.2020 - 04.2022
- Directed QA teams for Verizon's critical programs, including 5G Mobility and digital initiatives, in Agile environments.
- Developed project plans, risk assessments, test strategies, and KPIs to ensure execution alignment across teams.
- Authored and optimized large-scale manual test suites for device launches and key programs, enhancing test coverage.
- Streamlined end-to-end QA processes for over 50 device launches, achieving zero production outages.
- Boosted team productivity by 20% through targeted training and process enhancements, improving overall QA metrics by 30%.
- Established QA metrics and best practices, implementing tools and processes that strengthened quality governance.
- Oversaw daily QA operations, promoting communication and collaboration to support rapid delivery cycles.
- Led QA delivery for LOV and Customer Experience initiatives, enhancing reliability and user satisfaction.
Project Manager
Infovision
Irving
11.2018 - 01.2020
- Directed day-to-day Quality Assurance operations, building strong rapport with team members and ensuring clear communication, coordination, and predictable delivery across all QA activities.
- Led large-scale QA development and execution for the Life of Verizon (LOV) program and major Customer Experience initiatives, delivering high-quality solutions that improved customer satisfaction and business outcomes.
- Tracked, prioritized, and managed defects in JIRA, partnering with development teams to accelerate root-cause analysis and remediation, resulting in a 50% reduction in defect resolution time.
- Collaborated closely with Business Owners and Engineering teams to address software defects and backlog items, developing innovative solutions that improved platform stability and streamlined release cycles.
- Analyzed integration issues and system vulnerabilities, producing detailed findings and actionable recommendations that reduced deployment time by 30 minutes per release.
- Worked within Agile/Scrum frameworks—leading sprint planning, sprint reviews, and daily standups for Enterprise Releases (ER) and Maintenance Releases (MR)—ensuring consistent monthly deployments and well-organized, high-velocity sprints.
Education
MBA -
Sullivan University
Louisville, KY06-2021
Master of Science - Information Management
Sullivan University
Louisville, KY10-2020
Master of Science - Mechincal Engineering
University of Massachusetts, Lowell
Lowell, MA12-2014
Skills
Analytics & Monitoring: Kibana, Splunk, Quantum Metric, Medallia, Glassbox
Ticketing & Incident Management: JIRA, AYS (ServiceNow), ServiceNow, Smartsheet
Digital & CX Tools: Figma, Adobe Experience Manager (AEM)
Technical & Troubleshooting: ReactJS (debug/triage), API testing, log analysis, UI state inspection
Methodologies: Agile/Scrum, Release Management, Root Cause Analysis, Outage & Incident Leadership
Timeline
Principal Engineer - App Support
Verizon
04.2024 - Current
Sr Engineer - App Support
Verizon
04.2022 - 04.2024
Technical Project Manager
Corevance (Client - Verizon)
03.2020 - 04.2022
Project Manager
Infovision
11.2018 - 01.2020
MBA -
Sullivan University
Master of Science - Information Management
Sullivan University
Master of Science - Mechincal Engineering
University of Massachusetts, Lowell