EDGAR W.

BERRY III
3239 Sherwood Bluff Circle f Powhatan, VA 23139 f (804) 598-1149 f
eb5024ec@westpost.net
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% (state time
period)
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. 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.
* Selected to be member of Front Line Advisory Counsel. Program
allowed Local Manager to bring concerns directly to upper
management. Additionally, allowed upper management mentoring and
coaching opportunities to Local managers.
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%.
 * Two motor vehicle accidents and one occupational re-injury between
2000 and 2003.
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
Rsum of Edgar W. Berry, III, (804)598-1149 continued Page 2