This document is a resume for Michael J. Baugh that outlines his professional experience and accomplishments in customer service roles over 20+ years. It highlights his experience leading customer service teams at various technology companies, developing strategic account management programs, and leveraging customer service to increase sales and improve customer satisfaction. Key accomplishments include implementing successful partner programs, expanding field technical support resources, and consistently exceeding customer satisfaction goals.

1. MICHAEL J. BAUGH
(636) 856-0377
Cell: (972) 795-2063
mj_baugh@yahoo.com
LinkedIn profile: http://www.linkedin.com/in/mikebaugh
Accomplished Customer Service P&L-driven Relationship Builder. Award-winning track
record of leveraging customer care as a key component of increased sales. Customer-
focused problem solver and change agent. Passionate and energetic enthusiast who
delivers results and focuses on customer satisfaction.
Key Competencies:
 Relationship Management – External and Internal customer’s, partners, vendors
 Financial management – budgeting, ROI, service revenue growth
 Services Account Management
 Negotiation
 Process analysis and improvement
 Team building, development, and mentoring
 Cross functional collaboration and coordination
 Escalation management
Professional Experience and Selected Accomplishments
Isilon Systems, Seattle, Wa. Apr 09 – Jun 10
Director Customer Service
Leading provider of clustered Network Attached Storage for the unstructured data industry
Recruited as the first Director of Global Customer Service responsible for Isilon’s global field support
team and partner program.
• Implemented program to leverage Field Services resources as a source of service revenue and
field technical support. Expanded field technical resources to provide technical resources
closer to customers. Increasing problem resolution time and customer satisfaction.
• Developed consistent reporting, escalation, and workflow processes for Strategic Account
Management Program (SAM).
• Part of team effort to successfully assess and implement new service partner saving $10m
over three year contract and improving customer satisfaction. Responsible for setting up the
Federal service team increasing service capability to substantially increase product sales.
• Implemented customer partner program in Asia to promote Isilon as a partner friendly service
provider that allowed the leveraging of service to increase both sales and service revenue.
• Point of contact for critical escalations in the field providing Get Well Plans, Root Cause
Analysis, Voice of the Customer feedback to corporate and follow-up communication to
ensure critical customer issues were resolved.
Onstor Corporation, Campbell, Ca. Mar 08 – Apr 09
Director NA Client Services
Leading provider of innovative Network Attached Storage products
Recruited for new CS position created to provide field resource to develop stronger relationships with
Onstor customers. Field Project management for beta programs and customer satisfaction tracking and
feedback. Strategic Account Management for targeted major accts and problem accts.
• Developed program to provide escalation point for critical customer issues to allow sales
focus on revenue generation vs. customer issues.
• Developed program to provide Voice of the Customer feedback to corporate from customer
feedback gathered thru onsite visits.

2. Michael J. Baugh
• Managed beta programs in the field ensuring successful launch of new products.
• Point of contact for critical escalations in the field providing Communication, Coordination of
resources, Get Well Plans, Root Cause Analysis, and Voice of the Customer feedback to
corporate and follow-up communication to ensure critical customer issues were resolved as
quickly as possible.
EMC Corporation, Hopkinton, MA Jul 95 – Aug 07
World leader in software products, services, and solutions for information storage and management
with 42,000 employees and $16B in annual revenues.
Director Global Portfolio and Process Management team May 04 – Aug 07
Recruited by Senior VP to globally manage $33M portfolio, the largest IT portfolio in EMC IT
organization, and to regain partnership/relationship between IT and Customer Service (CS).
 Managed an international team of Program and Project Managers, and Business Analysts in MA.
Cork, Ireland, and Frankfurt, Germany.
 Built cross-functional working relationships to ensure business solutions and growth, whereby
creating the international presence of PPMG as a global resource to create globally consistent IT
solutions.
 Shifted focus from internal IT focus to customer focus (internal Customer Service org) building
credibility and trust with customer.
 Won funding approval for large CS IT projects justified through Business Case development that
proved essential for providing technical solutions to business problems.
Regional Service Director, Dallas, Tx. May 99 – May 04
Promoted by VP of Customer Operations to form a new South Central region (Texas, Oklahoma,
Louisiana, Ark, New Mexico, and Arizona), and align it with sales to meet the large growth needs.
 Hired, trained, and mentored new management team and set the organizational structure to meet
customer service and sales support needs.
 Increased Strategic Account Manager team by working with sales to hire and train SAM’s for
targeted accts.
 Teamed with Sales to win accounts with, or increase business in, Wal-Mart, American Airlines,
Capital One, Dell, Exxon Mobil, and USAA – overall sales increase of 280%.
 Increased maintenance revenue by 225%.
 Improved customer satisfaction from 94% on initial surveys to consistently exceeding 96.5% goal.
Consistently met critical Customer Satisfaction quarterly goal of 96.5%, in the 5 years as RSD.
District Service Manager, Dallas, Tx Jul 95 – May 99
Managed Customer Engineers, Regional Technical Specialists, and Service Account Managers
(SAM’s) servicing customers in Texas, Oklahoma, and Arkansas, supporting EDS, Wal-Mart, Exxon-
Mobil, JC Penney, Texas Instruments, and Fidelity Investments.
 Redirected the team focus to supporting sales efforts, thus developing credibility across the
organization. Making customer service a “sales enabler”, contributing to increased sales revenue.
 Hired, trained, and mentored technical resources to meet the growth requirements of the district
and support sales.
Education
B.S., Business Management, Maryville University, St. Louis, MO
Executive Training: Sustaining High Performance, Babson College, Wellesley, MA
Toastmasters International member
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