Vicente Martinez

Led NOC and SRE teams and coordinated with Development, Customer Success, and Project/Product Management teams to launch and provide 24/7 technical support for 8 family safety mobile applications for 5 million US and international cellular customers.

• Orchestrated up to 5 scheduled and ad-hoc updates a week to 10+ environments for 8 mobile applications.
• Negotiated operational KPIs with customer partners and established systems to ensure that mobile applications met operational expectations (99.99% uptime, 24/7 support availability, etc.).
• Collaborated weekly with cross-functional internal teams and customer partners to determine product vision and accomplish roadmap milestones.
• Designed monitoring and logging solutions for Operations, Development, and Customer Success teams to monitor operational stability and identify areas for improvement and new product development opportunities.
• Directed communication and resolution efforts with international customer partners concerning release management, incident management, and all other operational activities.

Served as the primary technical liaison for international internal and external cross-functional teams, addressing their technical project inquiries while advocating for their requests with leadership teams.

• Coordinated inter-organizational Operations and Development teams to migrate network infrastructure from an on-prem data center to AWS cloud for 8 products in 10+ environments.
• Collaborated with interdisciplinary teams to perform up to 5 weekly application, network, and security updates.
• Oversaw regular projects pivotal to deploying new product features such as crash detection and geofencing.
• Managed mobile application updates to adhere to frequently evolving COPPA and CCPA compliance.
• Implemented the integration of internal on-prem and 4 partner-accessible cloud Jira instances.
• Directed the development of tools and protocols facilitating the continuous integration and deployment of code.
• Collected and presented data for Quarterly Business and Operations reviews with internal and external stakeholders.
• Orchestrated troubleshooting and corrective actions across organizations during service degradations.
• Developed and implemented solutions to monitor key performance indicators and user feedback/behavior to identify optimization and new product development opportunities.

Led team that provided 24/7 support for multiple international mobile applications serving more than 3 million users to ensure operational compliance with industry standards and international customer partners' SLAs.

• Directed the transition of over 2 million users from the discontinued Verizon FamilyBase service to the updated Verizon Smart Family application.
• Oversaw a months-long project to migrate network infrastructure from California to Georgia-based data center.
• Headed initiatives that bolstered the rollout of the Verizon Just Kids price plan.
• Managed pivotal projects essential to the implementation of new features like internet pausing, screentime monitoring, and content filters, guaranteeing their successful rollout.
• Coordinated cross-functional teams across organizations to develop, optimize, and sustain integrations between internal and external ticketing systems.
• Managed collaboration among UX, development, and design teams to establish and maintain in-app integrations with Apptentive.
• Supported the launch of the Aqui Estoy mobile application for Movistar.
• Oversaw the migration of hundreds of thousands of AT&T Smart Family users to its successor platform, AT&T Secure Family.
• Facilitated the bi-weekly update of marketing emails and daily/weekly summary emails.

Established and managed a team of representatives who provided technical support to 3+ million family safety mobile application end-users and top-tier representatives at the 4 major US cellular carriers and multiple international carriers.

• Managed projects to deploy and maintain the systems and procedures for handling customer partner escalations.
• Created and disseminated internal and external standard operating procedures for troubleshooting and issue resolution.
• Defined SLA metrics with international partners and ensured that the team met all agreed-upon requirements.
• Coordinated the design and implementation of Zendesk portals and FAQ pages for international mobile applications.
• Regularly collaborated with external vendors and international customer partners to resolve complex technical problems and provide the best-in-class mobile app experience.
• Documented and presented regular and impromptu reporting to internal and external stakeholders and leadership teams.
• Trained new employees on company policies and procedures related to customer service and conducted regular employee performance reviews.