Michael R. Buckalew

**** **** ****** **** **, Celina Texas 75009

H:972-***-****, C:214-***-****

abigep@r.postjobfree.com

http://www.linkedin.com/in/MichaelBuckalew

http://www.visualcv.com/michaelrbuckalew

Summary:

I have managed budgets in excess of 30 million, inventory of 3

million, and labs and equipment in excess of 40 million in

value. I have had global responsibility for Customer Service and

Operations providing the global strategy for Level 1 through

Level 3 Customer Service for multiple disciplines including

Telecommunications, Telecom Voice and Data Switching, IT

Operations, E-Commerce, Procurement and Manufacturing, and have

delivered both hardware and software to end users, reseller

businesses, and major service providers. I've managed large

organizations and small organizations of service personnel with

up to 160 persons doing TAC, Inbound Call Center, 2nd and 3rd

Level Support, Product Introduction of new hardware and

software, Test (final and systems), Quality Control, Training of

internal and external customers, Program/Project Management,

Installation Support and Field Services. I have had direct

responsibility for multi-site teams within the US and abroad.

(Dallas, Atlanta, Research Triangle Park, San Diego, India,

Indonesia, Guam, Great Britain). I have evaluated and selected

most forms of Manufacturing, RMA, CRM, and Sales software and

set-up workflows.

I am an experienced service and operations leader who improves or

creates customer satisfaction by developing organizational

service standards and metrics through the innovative use of

technologies. I am known as a dynamic leader, an exceptional

mentor and teacher, and have detailed knowledge of end to end

service and operations with the demonstrated ability to

immediately improve or reinvigorate teams of professionals. I'm

an expert on work flows, securing a supply chain, service level

agreements, managing partners, and service delivery and creation.

I have created entire end to end service organizations by hiring

staff, creating service infrastructures, developing processes and

integrating teams. Excellent knowledge of call center techniques,

training methods, service standards and CRM and material

management tools. I'm comfortable partnering with both customer

executive management and internal partners in sales, development

and product management. I have a proven track record of

delivering results under challenging conditions.

Experience

Mutual Telecom Services, Amherst, Virginia & GCE Systems Group

El Paso, Texas

Site & Program Manager 2009 - Present

Responsible for Program Management, Telecommunications and

Operations Management of large government facilities located

in, Maryland, Alabama, Texas and New Mexico supporting Telecom,

Data, Inside Plant, Outside Plant, Sonet, Operator Services,

Program/Project Management, Tier 1,2,3 Network Support and

Administration, Help and Service Desk, Warehousing, Procurement,

Vendor Management, and Internal Training. This position requires

I manage multiple teams of professionals performing projects,

operations, maintenance and repairs across multiple states.

These positions require I maintain a clearance and that I pass

extensive background checks.

Netrake/AudioCodes Plano Texas

Senior Director, Operations 2006 - 2008

Responsible for IT/IS, Quality, Customer Service, Training,

Manufacturing, Procurement, Physical Security, Final Systems

Assembly and Test, Material Management, Shipping and Receiving,

Professional Services, Partner Management, Trials/New Product

Introduction, Customer interface, Disaster Planning and

Recovery, Software Delivery, Repair and Return, Training

(Internal and External), Program/Project Management.

I created Technical Support and organized a newly created

Operations team of IT, Manufacturing, Facilities Management and

Security. Responsible for field services for VOIP and wireless

customer service deliveries and partner support. Managed version

control, for hardware and software and pushed fixes to customers

as applicable. I managed major product testing and deployments

of hardware and software.

Santera/Tekelec Plano Texas

Director, Customer Service, 2000 - 2005

I held responsibility for all phases of technical assistance,

systems test, training, program management, professional

services, and interoperability testing, new product introduction

and installation support. Staffed all the teams from inception

and grew into customer service internationally, while also

expanding into areas such as software delivery, software and

hardware upgrades and a 24x7 call center for basing professional

services.

Nortel Networks, Richardson, Texas

Group Leader, Tech Support 1990 - 2000

While leading Tier 1 (Inbound Call Center) through Tier 3

(Emergency Recovery/Patching), teams, I also held the

responsibility for professional services for all carrier

products, global software creation and delivery and

applications, DMS field verification, the network operations

center and all customer support, verification and sustaining

phases. I created a team to focus upon and raise customer

satisfaction to its highest possible level by focusing on key

areas of their business needs: software delivery, service

request response and proactive approaches to problem discovery.

I held responsibility for technical assistance and emergency

technical assistance and emergency follow-up for the Nortel DMS

product lines, including elements of Sprint, DMS 250/500, MCI,

Cable COs., Local Exchange Carriers and Interexchange Carriers.

Started as Tech Support/Field Services and worked my way up to

lead Customer Service for our division. I'm personally certified

on the SL-100, Meridian Voice Mail Systems, and DMS Software.

Core Competencies

Specialties:

Customer Service, Technical Support, Program/Project Management,

Network Operations Centers, Call Centers, Professional Services,

Service Delivery, Software Delivery, Systems Test, Final Systems

Test, Installation Support, Forecasting, Budgeting, Material

Management, Supply Chain, Service Agreements, Manufacturing, IT,

Telecom, Facilities, Oracle, CRM, Quality Assurance,and

Security, Inside Plant, Outside Plant, Telecom, Data, Help Desk,

Support Desk, Warehouse Management, Cable, Sonet.

Technologies Directly Supported

Commercial VOIP, UMA, IMC, FMC Support, Security Gateway,

Session Border Control, Next Generation Switching, Remote/On-

site Maintenance, Sales Support, IP Telephony, TDM Telephony,

Voice, Data, Call Center, Commercial VOIP, Residential VoIP,

Intel Servers, Sun Servers, Cisco Routers, Cisco VOIP, Juniper

Routers, Foundry, Tatung, Media Gateway, Media Gateway

Controller, Wireless Gateway, Wire Line, Wireless, PBX,

Enterprise Hardware and Software, Microsoft Office, Oracle,

Siebel, Tech Excel, Remedy, Informix, Lotus Notes, Meridian 100,

Meridian 1, Voice Mail, Nortel, AT&T/Lucent

Awards & Recognition

Site of the Year 2009

Customer Satisfaction Award 2009

96% Customer Satisfaction 2004

Team Touchdown Award (awarded by CEO for most efficient team)

2002

Quality Award for Product Verification 2000

Presidents Award of Excellence 2000

Employee Recognition "Best Leadership" 1999

Presidents Pride Award for Customer Service 1999

Platinum Award for outstanding customer service 1998

Quality Award of Merit for 1998 new product introduction.

Directors Award of Merit in 1997 for Outstanding Customer

Service

100% Customer Satisfaction for Sprint 1996

Presidents award for quality in 1995

Bell Northern Research Customer Service Award 94/95

Meritorious Service Medal

Army Commendation Medal

Army Achievement Medal

Certifications:

SL-100 Maintenance & Translations

DMS Software Support

Advanced Peripheral & CPU Repair

DSC/Alcatel DEX 400/600 Maintenance

DSC/Alcatel Database Administration

Project Management Techniques

Step by Step Dial Central Office Maintenance

Maintenance Concepts and Supply Procedures

Shop Practices and Safety Procedures

Telephony Principles

Understanding Semiconductors

Principles of Electricity

Digital Computer Techniques

COMPTIA Security+

Education/Training:

Public

Associate in Computer Science Central Texas College

Military

Army Signaling School (Manual/Central Office Repair 36H) 32

Weeks

Army Signaling School (Solid State Telephony Repair 36H) 6 Weeks

NCO Leadership Academy at Ft. Hood and in Germany

Army Signaling School (Electronic Switching Repair 36L) 38 Weeks

Army Signaling School (Circuit Level Repair 36L) 6 weeks

Commercial:

MCSE Microsoft Certified System Engineer

MCSA Microsoft Certified System Admin

Cisco IP Telephony

Web Design

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