Joyce Howard Pendleton

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Cell: 240.620.7416                                                                                    Email: jdlhoward@verizon.net

Home: 301-627-0014

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Dedicated, proactive business and communications professional with extensive experience in customer service, quality assurance, project management, leadership, training & development, and budgeting.  Goal-oriented manager who has been accountable for achieving quality, productivity, capital & expense budget objectives, as well as employee training and development, and enforcing company policies and procedures.  A leader who is firm but fair, honest, loyal, and leads with integrity I have managed 134 employees indirectly and 34 directly. Strong knowledge of corporate policies and procedures such as:

 

Ø      Safety	Ø      Equal Employment Opportunity/Diversity
Ø      Quality assurance	Ø      Training & Development
Ø      Employee Management	Ø      Resource Management

 

Professional Career Experience

 

Union Bethel A.M.E. Church

Security Captain/Board of Trustee – Brandywine, Maryland                                       2002 - Present

·         Oversee the security of the church before, during, and after church service.

·         Coordinate security coverage for church events.

·         Reengineer church security process and procedures, as well as developing a security retreats and workshops.

·         Security Team Captain

·         Chair over Audio Ministry (2003-2009)

·         Audio Ministry sound engineer – operated 40 channel Sound Craft board (2002-2010)

 

JNET Communications                                                                                                            2009 - 2010

Quality Assurance Manager

·         Documenting department policies and procedures

·         Perform field inspections and observations

·         Verification of subcontractor’s I95 compliance

·         Documented and created training requirements

 

 

Verizon Communications Inc.

Network Engineer – Baltimore, Maryland                                                                                2007 - 2008

·         Fiber to The Premise (FTTP) Project – project managed the build of central offices for the fiber and electronic for the state of New Jersey. Upgrading Central Offices to support FiOS services.

·         Coordinated the build of the central offices preparing them for the sale of FiOS TV, Internet, and voice services over fiber optics.

·         Served as a Project Lead for upgrading of Central Offices for FiOS services – worked with multiple cross-functional teams with member from Central Office, Outside Plant Special Services, and other work groups to create schedules and strategic plans to meal deadlines and meet open for sales dates

·         Worked with vendors to make sure vendor work was complete and on schedule to meet company deadlines.

·         Led Out-side Plant Engineering and Construction teams to ensure that open-for-sales and quality requirement deadlines were met each month.

·         Issued technical equipment orders (TEOs) for the purchase of equipment to be installed or removed from central offices in the state of New Jersey.

 

Verizon Communications Inc.

Local Manager - Washington, D.C./Maryland                                                                                           2004 – 2007

·         FTTP Project   – Lead the splitter adds project, adding additional splitters to existing Hubs, guided fiber splicing technician responsible for trouble shooting no light troubles, responsible for the provisioning of FTTP engineering work orders (EWOs). Created splitter adds spreadsheet tracking the progress of splitters added. Meet with Engineering group to give updates and go over scheduling of additional work.

·         Directed cable-splicing technicians (CSTs) building the Fiber To The Premise (FTTP) infrastructure.

·         Developed and supervised quality, productivity, training and development of fiber splicing technicians assisting the team with meeting the capital and expense budgets.

 

 

Verizon Communications Inc.

Local (OSP) Manager - Washington, D.C./Maryland                                                                      1998 – 2004

·         PPM local manager- responsible for all predictor, defective pair recovery, rehab work, and other proactive preventive maintenance (PPM) work for Washington, D.C. Responsible for the training and development of copper cable splicing technicians. Eliminated 95% of over capacity SAC boxes

·         Resource local manager- responsible for ordering, inventorying, and maintaining capitol tools. Scheduling and tracking training and development for technicians. Had all technicians scheduled or trained in required training prior to district 

·         Responsible for quality, productivity and the training and development of a team of DS1 technicians.

 

Verizon Communications Inc.

Local (OSP) Manager - Washington, D.C./Maryland                                                                      1996 – 1998

·         Construction Management Center (CMC) local manager- responsible for CMC reports, dispatching construction teams, interfacing with engineering, internal and external customers, was point of contact for outside plant contractors/vendors.

·         Monitored contractor/vendor bills, Reviewed bids from contractors, worked with corporate sourcing in choosing contractors/vendors, inventoried fiber and copper cable, updated CMC systems.
Responsible for making sure the quality of outside plant contractors met company standards. I created the cable splicing technician development and training plan.

·         Fiber & Electronics local manager– responsible for all provisioning and maintenance of fiber and electronics services for Prince Georges County.

·         Developed the Candidate for Management Development Program for outside plant construction. Responsible for quality assurance and the training and development of fiber/electronic technicians. 100% date due met,

 

Bell Atlantic

System/Service Technician - Washington, D.C./Maryland                                                        1990- 1996

·         Installed, tested, repaired, rearranged and removed telecommunications systems such as data, multi-line telephone systems for residential and business services.

·         Proficient in using test equipment such as the sidekick, CSU/DSU, Digit Smart and other test equipment.

 

 

Chesapeake & Potomac Telephone Co.                                                                                       

Service Representative – Washington, D.C.                                                                                     1983 – 1990

·         Handled requests for existing and new customers for installation, disconnection, or changes in small business customers’ services.

·         Discussed, investigated, and resolved disputes, complaints, and inquiries regarding customers’ service.

·         Met deadlines to meet customers’ needs promptly, accurately, pleasantly

·         Sales coordinator for my supervisory group and top sales person for the office.

·         Developed strong customer contact skills. Created the “Helping Hand Manual” for in-experienced service representatives. Developed training material and processes for using the directory assistance system (DAS).

 

Education

 

M.S. Telecommunications Management, University of Maryland University College, College Park, Md.

B.A. Business Administration - Mary Baldwin College, Staunton, Va.

Master’s Certificate Project Management – George Washington University, Washington, D.C.                           

 

Professional Training

 

·         Alpha III & Alpha IV (Hill & Associates)

·         The Management Course – Management/Leadership/Marketing/Finance

(American Management Association/AMA)

·         Microsoft Word, Power Point, &Excel, Adobe Reader

·         Producer Insurance License Health/Life (Maryland)

·         Real Estate License (District of Columbia)

·         Proxy for Testing - Pace University

 

Reference:

Trevor Watson                            Local Manager (Verizon)                                          (301) 520-1882

Charlene Davis                            Sr. Program Manager (Verizon)                                          (310) 991-7573              

Steve Connor                            Specialist (Verizon)                                                        (202) 927-2663

 

 

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