Project Manager Customer Service

EDGAR W. BERRY III

**** ******** ***** ****** ( Powhatan, VA 23139 ( 804-***-**** (

abh8e3@r.postjobfree.com

Manager / Supervisor

Leadership / Operations Management / Customer Service / Quality Assurance

Team Building / Project Management / Employee Relations

Enthusiast leader with a strong background in telecommunications and

operations management. Committed to increased results and developing high

performance teams. Demonstrated ability in providing outstanding customer

service. Action-oriented with a hands-on view and a mission focus. Skills

supported by 20 years of awarded military service.

job Experience

Verizon Communications, Inc. (and Predecessor Companies) 1999-2010

Supervisor, Field Operations - Customer Operations - Richmond Virginia

(2009-2010)

Responsible for providing high-speed internet, T1 circuits, and local phone

service in the Richmond area. Managed team of 16 technicians to meet

residential and business customer service requirements. Accountable for

employee development, quality and safety adherence, employee training and

development, and performance assessment.

. Increased productivity 15% by monitoring daily job productivity,

identified roadblocks, initiated specialized action plans to low

achievers.

. Improved service quality rework by approximately 40% by utilizing

statistical data, ensuring individual policy compliance, completing

needs assessments, and providing training or initiated action plans as

need

. Achieved zero motor vehicle or occupational injuries for 2009 and

2010.

. Exceeded High Speed Internet (DSL) testing rate by 10%

Supervisor, Field Operations - Customer Operations - Richmond Virginia

(2007-2009)

(Proactive Preventive Maintenance and Project Manager Infrastructure

Improvement Project for Virginia)

Project Manager for the Infrastructure Improvement Project for the state of

Virginia. Managed a budget of $2.9M and 15 technicians. Accountable for

identifying and obtaining approval for telecommunication system cable

replacement work orders, remote terminal back-up batteries and cable

protection systems. Validated return on Investment, chaired weekly progress

calls between workgroups, tracked best view against actual expenses, and

performed after action reviews. Accountable for employee development,

quality and safety adherence, employee training and development, and

performance assessment.

. Reduced telecommunication cable trouble alarm conditions by 51.4%

resulting in improved cable system reliability and reduced cable

system failures.

. Identified and obtained approval for 63 telecommunication cable

replacement packages, 80 remote system back-up batteries, and 21

telecommunication cable support air dryer systems.

. Successfully coordinated the deployment of generators to more than 60

telecommunication system sites during storm recovery efforts.

. Achieved zero motor vehicle or occupational injuries for 2007, 2008,

and 2009.

Supervisor, Field Operations - Customer Operations - Richmond Virginia

(2005-2007)

Responsible for the installation and maintenance of basic telecommunication

services, high-speed internet, and high-speed circuits for residential and

small business customers in the Richmond area. Managed team of 18

technicians. Accountable for employee development, quality and safety

adherence, employee training and development, and performance assessment.

. Improved productivity by 11.9% by analyzing productivity trends,

performing root cause analysis, and encouraging behavioral changes.

. Improved quality rework by 36.9%; from 8.7% to 5.49.

Supervisor, Field Operations - Customer Operations - Richmond Virginia

(2003-2005)

(Proactive Preventive Maintenance (PPM) and Buried Service Wire (BSW))

Responsible for the maintenance of the telecommunications network and

installation of basic telecommunication services for residential and small

business customers in the Richmond area. Managed team of 23 technicians.

Accountable for employee development, quality and safety adherence,

employee training and development, and performance assessment.

. Improved reliability of cable systems by 74.1%: from 27% error rate to

7%.

. Following hurricane Isabel, coordinated deployment of power generators

to over 48 cable system sites. Maintained service to more than 1500

customers with minimal service interruptions.

. Reduced buried service wire contractor expenses by 10% and improved

capital expense measure by 15.2%.

Supervisor, Installation and Maintenance (2000 -2003)

Managed the day-to-day activities of 16 cable maintenance technicians to

meet residential and business customer service requirements. Services

provided included T1 circuits, ISDN, high-speed internet, and local phone

service.

. Increased productivity by 19% by working closely with new team members

and providing individual coaching.

. Improved quality rework by 66%.

Installation and Maintenance Service Technician, Customer Operations (Dec

1998 - Jul 2000)

Responsible for the installation, repair, and maintenance of voice and data

circuits, including ADSL and ISDN circuits for residential and business

customers. Accountable for ensuring high level of customer satisfaction.

. Exceeded job quality standard by 64.3%.

. Selected by Supervisor to mentor newly hired technicians.

. Frequently selected to serve as the supervisor and lead technician

team in the absence of the Supervisor.

. Consistently achieved above average job performance rating for

exceptional performance.

UNITED STATES AIR FORCE 1978-1999

Secure Communications Installation Team Chief, Kelly AFB TX (1993 -1999)

Responsible for the installation, relocation, and removal of communication

systems on government installations across the world. Managed teams of up

to 13 military personnel. Accountable for identifying manpower and material

requirements, coordinating base support, interpreting engineering

prints/drawings, and project directives to ensure successful completion of

telecommunications, LAN, and fiber optic systems project.

. Created Quality Work Center Plan using Total Quality Management

principles for entire unit. Staff team acknowledged plan during

operational review.

. Accomplished over 50 communication system installations. Recognized

for stellar performance and quality work.

. Reduced project installation time by 30% by reviewing requirements and

implementing process improvements.

. Identified as a Professional Performer during several Air Force

assessments.

. Team Chief of the Year for the Air Force in 1996, 3 times NCO of the

quarter, Graduate Non Commissioned Officer Academy and Honor graduate

Team Chief Engineering Academy.

Non Commissioned Officer In Charge, Communications Operation Center,

Iraklion Air Station, Crete Greece (1991 -1993)

Managed communication maintenance focal point for all production efforts

Supervised and provided training to 12 individuals in the operational

control of communications systems

. Recognized as NCO of the Year and Squadron NCO of the Quarter three

times.

. Appointed Section Safety NCO

Secure Communications Technician, Various locations within US and abroad

(1978 -1991)

Responsible for the repair and performing preventative maintenance on

secure digital and analog communications equipment and ancillary devices.

. Performed preventative maintenance functions.

. Repaired defective voice, data, and teletype equipment.

Education, Certification & Awards

Associates Degree Electronics System Technology, Community College of the

Air Force

CERTIFICATIONS

Verizon Certificates: Installation and Maintenance, ISDN, ADSL and

Basic Phone Service; and Pole Climbing.

USAF Certificates: Fiber Optic Cable Installation And Repair; Digital

Electronic Equipment Maintenance And Repair; Management; and

Supervisory Responsibilities; Previously Possessed Top Secret SCI

Security Clearance

ADDITIONAL TRAINING

Numerous courses on Leadership and Management Skills Valuing Diversity

Developing High Performance Teams

MS Office, Power Point, Word, Excel, Lotus Notes

George Washington University: Managing Projects course

AWARDS

Honor Graduate - Team Chief Engineering Academy

Non-Commissioned Officer Academy Graduate

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