Ordys Martinez
Naperville,IL
Summary
Dynamic leader with a proven track record at Verizon, adept at fostering team collaboration and driving data-driven insights for network optimization. Excelled in talent development and strategic relationship building, enhancing operational efficiency and customer satisfaction. Skilled in both advanced Spanish communication and project oversight, achieving significant milestones in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Associate Director - Network Operations
Verizon
Chicago, IL
03.2021 - Current
- Responsible for assuring day-to-day network performance and reliability for the best customer experience in the market
- This includes the training and continued development of the workforce as well as organizing and scheduling the resources necessary to support a broad range of network elements
- Direct and supervise the Field Engineers and ensure the accurate integration, activation, maintenance, and ongoing operations of all core RF, transport/backhaul, and data elements as well as the physical plant necessary to deliver network reliability
- Leading the operation and maintenance of all technologies necessary to expand and evolve the network to meet customer demand for new and improved service offerings
- Supporting both capital and expense projects while delivering upon financial targets/goals
- Lead the installation and maintenance of transport facilities, software translations, hardware/software upgrades, router/switch upgrades, IP configurations, RAN Antenna Performance and Interference troubleshooting, Cell Site Call Testing, and Site Activations in the designated market regions
- Interfacing and providing support to other local departments to ensure growth schedules are being met
- Ensuring the security, safety, and environmental compliance of systems and facilities are in accordance with corporate guidelines
Operations Supervisor – Central Office Operations
Verizon
Manhattan, NY
06.2019 - 03.2021
- Managed multiple central offices in midtown & southern Manhattan while supervising a team comprised of 50+ Central Office Technicians to achieve goals under established policies
- Responsible for handling maintenance, provisioning, technical assistance, network outages, and local network testing issues in Verizon’s switch, frame, and carrier work groups for a variety of customers
- Proactively monitoring the network and effectively handling Tactical Outages, Situational Management, and Unplanned Outage Events
- Worked in conjunction with other Central offices, the Central Office Equipment Property Verification (COEP) Team, and the Plug-In Customer Service (PICS) Recovery team to allocate missing plugs
- Identified COEP Overdue plugs (downstate lost investment), and utilized Verizon Consolidated Audits Tools Suite to ensure inventory compliance
- Providing technical assistance and communicating technical information and status to customer service centers, technical support organizations, and management teams
- Developing and implementing global response plans to network-impacting events
- Sharing best practices and mentoring to share knowledge of telecommunications equipment and technologies
Operations Supervisor – Dispatch Readiness Center
Verizon
Brooklyn, NY
03.2019 - 06.2019
- Led a team of associates responsible for dispatching over 60 field technicians on installation orders and maintenance trouble tickets for Consumer & Special Access Customers in Brooklyn and Staten Island areas
- This included FIOS, Core, High-Speed Internet, DS0, and DS1
- Oversee loading of daily work, provide workflow quality control, build close relationships, and partnered closely with the field team to strive to meet and balance business, financial, and operational goals
- Provided complete support to the Field Operations Team, in matters about daily workload volumes, force-to-load forecast, scheduling requirements, loading of technicians’ daily work units, customer commitments, past due work, and Verizon’s departmental objectives
- Establishing policies and procedures balanced against the customer needs and overall business priorities
- Balancing workload with available workforce and delivering business objectives through innovation, flexibility, and creativity
- Identifying root causes for underperforming objectives developing good plans and setting benchmarks
- Driving accountability to achieve business results and provide a best-in-class customer service experience and an engaged workforce
- Resolving conflicts and providing solutions to enhance team effectiveness to exceed corporate objectives
- Interpreting current labor agreements and negotiating through the grievance procedure
- Maintains district standards for associate absence control
Operations Supervisor – Operations Control Center
Verizon
Brooklyn, NY
01.2016 - 01.2019
- Primarily tasked with managing day-to-day operational issues related to circuit design, provisioning, and maintenance responsibilities for our Wholesale & Enterprise Customers
- Leading a team of 36 associates (Direct & Indirect), Scheduling their workload, and providing the necessary tools for them to successfully meet customer expectations
- Provide provisioning, maintenance, and dispatch support to the Retail, Wholesale, and Enterprise business customer base and is open 24 hours, 365 days a year
- Provide support for every product level from POTS service to Optical Carrier Systems
- Oversee loading of daily work, provide workflow quality control, build close relationships, and coordinate with supplier work groups to meet customer commitments and operational metrics
- Supervise the daily activities of direct reports
- Provide developmental training, and conduct daily job observations to determine adherence to quality/process requirements
- Responsible for identifying underperforming areas and initiating process improvements in coordination with peers both in the center and the field
- Contact and collaborate with internal/external customers to address various service issues
- Managed and coordinated multiple mediums to large-scale cross-functional projects from initial consultation and scoping to needs analysis, design, development, implementation, and evaluation (ADDIE) to produce high-quality work with tight deadlines
- Supervised team and day-to-day activities in the Director’s absence
Network Operations Center Supervisor
Claro Puerto Rico
Guaynabo, PR
01.2014 - 01.2016
- Lead and supervise a staff of 29 NOC Operators to ensure that they have an understanding of their roles and responsibilities, and provide training as needed
- Other responsibilities included: Lead overall work efforts performed by the NOC team during their assigned shifts
- Provide System & Network operational support for mission-critical systems 24X7
- Serves as the subject matter expert and internal escalation point for team members
- Supports a culture of quality by ensuring the team follows documented procedures and performance goals
- Effectively escalate issues coordinate support with next-level subject matter specialists, and engage vendors to resolve incidents when necessary
- Works well under pressure to achieve goals for timeliness and productivity
- Ensure all incident tickets, change tickets and e-mail requests are attended to in a timely fashion
- Maintain a broad knowledge of all products, services, and procedures
- Write and maintain clear and concise documentation for incidents, notifications, and procedures
- Conduct performance evaluations for all direct reports
- Participate and lead meetings and/or conference calls concerning incident/problem resolution
- Initiate and coordinate special projects with direct reports
- Identify incident/problem trends and ensure troubleshooting efforts are completed for all issues
- Manage multiple high-priority initiatives in a fast-paced highly technical environment
- Maintain and develop procedures and methodologies for monitoring and maintaining enterprise servers and network topologies
- Periodically validate the effectiveness of monitoring systems and processes
- Assist with the development of metric reporting
- Drive process improvements and procedures that will improve overall service delivery to the customer
Field Supervisor
Ericsson
Guaynabo, PR
01.2011 - 01.2014
- Led and supervised teams of construction and engineering crews in the Caribbean and South American markets in the installation, expansion, and optimization of RAN networks
- Other responsibilities included: Partner with project managers to ensure optimal efficiency and adherence to Ericsson quality standards
- Perform cell/node-planning analysis
- Troubleshoot, expand, commission, and assist in the integration of GSM, UMTS, and WCDMA 850/900/1800/1900/2100 MHz and LTE carrier networks
- Installation of Ericsson Tx Nodes: RBS 2000, 3000, 6000 Series, for GSM, WCDMA and LTE
- Mini Link TN installation and configuration for transmission
- Execute the commissioning of the equipment and support during the integration in case any troubleshooting is required
- Installation of microwave equipment, Mini Link TN, configuration, and troubleshooting
- IP network troubleshooting
- GSM, WCDMA, and LTE, site survey
- Execute the Pre-installation site visit
- Audit the Material Reception (documents, missing material report)
- Audit the Antenna System Tests
- Performs successful call test (Voice & Data) plus the SMS and MMS when applied
- Manage the return of surplus equipment and materials
Education
Master of Business Administration (MBA) -
Strayer University JWMI
06.2025
Bachelor of Arts - Technical Management – Project Management
DeVry University
New York, NYA.O.S - Computer Network Operations
Katharine Gibbs School
Melville, NYBachelor of Science - Telecommunication Engineering
Pontificie Univercidad Catolica Madre Y Maestra
Santiago, Dominican RepublicSkills
- Proactive Problem Solving
- Data-Driven Insights
- Long-Term Planning
- Fostering Team Collaboration
- Talent Development Facilitation
- Supporting Team Development
- Competence in Learning Technologies
- Proficient in Group Facilitation
- Engaging Audience Delivery
- Proficient Project Oversight
- Effective Communication
- Client-Centric Approach
- Performance Management
- Advanced Spanish Communication
- Key relationship management
- Strategic Relationship Building
Timeline
Associate Director - Network Operations
Verizon
03.2021 - Current
Operations Supervisor – Central Office Operations
Verizon
06.2019 - 03.2021
Operations Supervisor – Dispatch Readiness Center
Verizon
03.2019 - 06.2019
Operations Supervisor – Operations Control Center
Verizon
01.2016 - 01.2019
Network Operations Center Supervisor
Claro Puerto Rico
01.2014 - 01.2016
Field Supervisor
Ericsson
01.2011 - 01.2014
Master of Business Administration (MBA) -
Strayer University JWMI
Bachelor of Arts - Technical Management – Project Management
DeVry University
A.O.S - Computer Network Operations
Katharine Gibbs School
Bachelor of Science - Telecommunication Engineering
Pontificie Univercidad Catolica Madre Y Maestra
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