Michael Archuleta

• This role serves in a combined capacity that leverages expertise in order management, project management, network engineering, and technical delivery. I lead end‑to‑end execution for Comcast Business Voice Edge solutions, working directly with several cross‑functional teams. Responsibilities include supporting fully hosted VoIP systems, mobile app integration, LAN network services, call‑flow design, and billing. I collaborate directly with executive stakeholders and IT leaders to ensure seamless implementation and customer success from initiation through completion.
• Successfully managed a portfolio of 150+ projects, consistently driving operational excellence and revenue growth.
• Generated and maintained a stable Monthly Recurring Charge (MRC) of approximately $10,000, ensuring predictable revenue streams across each fiscal month.
• Manages Comcast Business’s new Orion platform.
• Works directly with Field Ops and Fiber Metro E Construction Management, assuring timeline completion objectives are met.
• Conducts technical interviews with business owners to determine managed router offerings.
• Establishes and manages required dates for on‑time completion of network and/or product activations, while evaluating impacts of change on overall installation timelines.
• Identifies and escalates risks, issues, and gaps that could impact timelines, goals, and service installations; develops, triggers, and manages mitigation plans.
• Plans agendas and facilitates required meetings; prioritizes and drives cross‑functional activities related to installations; develops and manages communications, summary reports, and status updates for various audiences; provides accurate installation status information in the form of formal briefings, program/project coordination meetings, and written/graphical reports.
• Collaborates with sales, operations, engineering, and other functional groups to ensure orders flow appropriately and accurately through completion.
• Reviews sales contracts and validates services with customers to ensure accuracy of product orders.
• Supports multi‑location customers with multiple services at each location by managing the installation of services.
• Serves as primary contact with customers and IT/technical personnel/vendor/reseller.
• Interfaces with customers regarding their Ethernet and advanced voice products during installation.
• Supports products within advanced voice and Ethernet, including associated small to medium business products during installation.
• May support the delivery of standard product offerings or MACDs (moves, add‑ons, changes, and disconnects).
• Managed cross-functional teams to deliver complex projects on time and within budget.
• Developed project plans, timelines, and resource allocation strategies to optimize efficiency.
• Facilitated client meetings to align project goals with customer expectations and requirements.
• Implemented risk management strategies to mitigate potential project obstacles effectively.
• Analyzed project performance metrics to identify areas for continuous improvement.
• Led training sessions for staff on best practices in project management methodologies.
• Collaborated with stakeholders to ensure seamless communication throughout project lifecycle.
• Enhanced customer satisfaction by providing timely updates and resolving issues proactively.
• Mentored junior team members to enhance their skills and improve overall team performance.
• Collaborated with cross-functional teams to ensure seamless integration of various components in the final product.
• Developed comprehensive project plans outlining timelines, resources, deliverables, and milestones to guide teams towards success.
• Conducted regular progress meetings with stakeholders, maintaining transparency and open lines of communication at all times.
• Implemented change management procedures, ensuring smooth transitions during critical phases of the project lifecycle.
• Managed project scope effectively, ensuring that any changes were carefully evaluated and approved by relevant stakeholders before implementation.
• Fostered strong relationships with clients, leading to increased customer satisfaction and repeat business opportunities.
• Spearheaded continuous improvement initiatives to identify areas requiring optimization within existing systems or processes.
• Achieved timely completion of projects by consistently meeting deadlines and prioritizing tasks effectively.
• Balanced competing priorities while managing multiple projects simultaneously, ensuring each received adequate attention for successful completion.
• Provided detailed project status updates to stakeholders and executive management.
• Monitored project progress, identified risks and took corrective action as needed.

West Division Service Delivery

• Established and managed project timelines to ensure on‑time completion of network and product activations, achieving a 95%+ on‑time delivery rate across a portfolio of 150+ projects.
• Evaluated impacts of change on installation schedules and proactively implemented mitigation strategies, reducing potential delays by 30%.
• Identified and escalated risks, issues, and gaps that could affect timelines, goals, or service installations; developed and executed mitigation plans that safeguarded revenue streams and customer satisfaction.
• Planned agendas and facilitated cross‑functional meetings, driving alignment among sales, operations, engineering, and field teams; produced clear communications, summary reports, and status updates for executive stakeholders.
• Delivered accurate installation status information through formal briefings, program/project coordination meetings, and written/graphical reports, ensuring transparency and accountability.
• Collaborated with sales, operations, engineering, and other functional groups to ensure orders flowed accurately through completion, resulting in a consistent Monthly Recurring Charge (MRC) of ~$10,000 across fiscal months.
• Reviewed sales contracts and validated services with customers to ensure accuracy of product orders, minimizing order discrepancies and rework.
• Supported multi‑location customers with multiple services at each site, managing complex installations and ensuring seamless service delivery.
• Served as the primary customer contact, coordinating with IT/technical personnel, vendors, and resellers to guarantee smooth implementation.
• Interfaced with customers regarding Ethernet and advanced voice products during installation, ensuring technical requirements were met and customer expectations exceeded.
• Supported advanced voice and Ethernet products, including small to medium business offerings, during installation phases.
• Delivered standard product offerings and managed MACDs (moves, adds, changes, disconnects), maintaining service continuity and customer satisfaction.
• Managed customer project lifecycles, ensuring timely delivery and adherence to quality standards.

• Enterprise Activation Center, Advanced Product Installation, network installation engineering team is responsible for the turn up and testing of commercial Comcast Businesses Advanced Voice Services. This position requires thorough troubleshooting skills as well as the ability to work with many different systems and tools to support our day to day operations.
• Responsible for designing, testing, and turning up circuits in all regions of the CDV and/or Commercial Services network on the Test & Turn Up team.
• Activation of Comcast BVE (Business Voice Edge), PRI and SIP telephony services and other duties as assigned in a technical call center environment.
• Resolves all first contact issues and escalations in an organized and timely fashion and escalates issues exceeding scope of expertise in a timely manner, as needed. Troubleshoots and provides resolutions according to established practices and procedures.
• Provides project management and status updates. Contributes on cross-functional teams, as required. Works with moderate guidance in own area of knowledge.
• Core Responsibilities: Designs internal circuits and oversees CDV demark to switch. Includes port assignments both in databases and in the physical network elements.
• Tests and turns up new circuits in a production CDV and/or Commercial environment, according to Comcast Business practices. Follows established practices and procedures.
• Interfaces with commercial customers in regards to commercial product offerings. Troubleshoots issues, providing resolutions according to established practices and procedures.
• Coordinates and resolves service issues with providers and vendors to ensure accurate and timely implementation of new trunk groups and augments to existing trunk groups.
• Coordinates and implements new features, technologies, upgrades, and patches in the production environment with respect to circuit design, turn up, and test.
• Escalates issues in a timely fashion. Provides all relevant information, accurately entering information into database.
• Opens and updates service tickets in database/tracking system.
• Follows procedures to maintain service Mean Time to Repair (MTTR) within regional or contractual standards.
• Provides knowledge and guidance to junior team members.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.
• SME Floor support: Provides floor support handling escalated calls, advance troubleshooting, and provides solutions.
• Enterprise Activation Center
• Led engineering projects, ensuring compliance with industry standards and regulations.
• Mentored junior engineers, fostering skill development and enhancing team performance.
• Analyzed complex systems, identifying areas for improvement and implementing effective changes.

Enterprise Order Management – Comcast Advanced Voice Services

• Activated and tested 500+ Business Voice Edge (BVE), PRI, and SIP telephony services annually, ensuring seamless service delivery in a high‑volume technical call center environment.
• Designed and provisioned 200+ internal circuits, overseeing CDV demarcation to switch and executing accurate port assignments in both databases and physical network elements.
• Conducted rigorous testing and turn‑up of new circuits in production CDV and commercial environments, achieving a 98% compliance rate with Comcast standards and best practices.
• Served as the primary interface for 100+ commercial customers per quarter, troubleshooting advanced voice and Ethernet product issues and delivering resolutions that improved customer satisfaction scores by 15% year‑over‑year.
• Coordinated and implemented new features, technologies, upgrades, and patches in production environments, resulting in a 20% increase in system reliability and scalability.
• Escalated complex issues promptly, documenting all relevant details in enterprise databases and tracking systems, reducing resolution times by 25%.
• Maintained service Mean Time to Repair (MTTR) within contractual standards, consistently meeting SLA compliance and contributing to a 10% improvement in operational efficiency.
• Mentored and provided technical guidance to junior team members, increasing team productivity by 30% and reducing onboarding time.
• Partnered with providers and vendors to coordinate and resolve service issues, ensuring accurate and timely implementation of new trunk groups and augmentations, supporting $10M+ in annual recurring revenue streams.
• Managed inbound communications from technicians, vendors, and internal groups, handling 50+ escalations weekly with professionalism and technical expertise.
• Applied advanced networking skills (IP addressing, SIP call trap messaging, ISDN/PRI D channel messaging, CLI commands) to diagnose and resolve service issues, achieving a 90% first‑call resolution rate.
• Leveraged deep understanding of converged and non‑converged network architectures to support enterprise order management and service delivery initiatives.
• Demonstrated flexibility and commitment by maintaining consistent attendance and adapting to variable schedules, including nights, weekends, and overtime, ensuring 100% coverage of critical operations.
• Planned and executed projects from initiation to completion, focusing on timelines, budgets, and feasibility, delivering 95% of projects on schedule and within budget.
• Created, prototyped, and tested Business Solution Advanced Voice systems for clients, contributing to 20+ successful enterprise deployments annually.
• Installed and configured complex systems to meet client specifications.
• Provided training and mentorship to junior engineers on installation techniques.

• Tenured employee with 4+ years of experience in VoIP.
• Provided Tier 2 & 3 support for the entire New Global Telecom customer base until 01/01/2016.
• Provided Tier 2 & 3 support for Comcast Businesses fully hosted Advance Voice product, called Business Voice Edge (BVE) which is used nationwide by Comcast Business for SMB and Enterprise commercial deployment.
• This team developed Comcast Business Voice Edge from its early stages of deployment.
• Provided Tier 2 & 3 support for RCF (Remote call forwarding) product and PRI (Primary Rate Interface) Trunk products.
• SME support for all things Cisco & BroadSoft.
• Application Server (AS) & Network Server (NS), SME.
• Fraud Monitoring & Security Surveillance.
• Comcast Business developer of product launched as 'Key-Systems'.
• Product developer & pilot support for Business Voice Edge (fully hosted Advance Voice system for commercial businesses )
• Deployed Contact-Centers, Web Conferencing, SIP-Trunks, and DECT-wireless,
• Application/ Network/ POP3 Mailbox aka BVE VOICE MAIL, support & servicing.
• Fraud preventative maintenance, including preventing pirate server attacks, forward thinking, to deliver a solution to move businesses impacted, forward.
• Proficient in RAW-SIP Messaging packets used for troubleshooting call processing issues.
• ADVANCED BUSINESS COMMUNICATIONS DIVISION HQ (ABC TEAM)

New Global Telecom – Advanced Voice Services

• Provided Tier I & II support for 1,000+ advanced voice customers, ensuring timely resolution of service issues and maintaining a 95% customer satisfaction rate.
• Delivered Tier I & II support for Remote Call Forwarding and PRI Trunk products, successfully handling 200+ cases per month with a 90% first‑call resolution rate.
• Conducted 24/7 BroadSoft & Cisco server surveillance, proactively identifying and resolving network security issues, reducing downtime incidents by 20% year‑over‑year.
• Performed fraud monitoring across the enterprise voice platform, detecting and mitigating dozens of potential fraud attempts monthly, safeguarding customer accounts and company revenue.
• Utilized proficiency in RAW SIP messaging to troubleshoot complex call processing issues, achieving a 30% reduction in escalations to Tier III support.
• Executed PRI & SIP ADTRAN security monitoring, ensuring compliance with industry standards and contributing to a 15% improvement in overall network reliability.
• Managed client relationships to enhance satisfaction and retention rates.

Order Management – Supply Chain Operations

• Managed a portfolio of 300+ customer orders monthly from receipt through fulfillment, ensuring on‑time delivery and achieving a 97% order accuracy rate.
• Interfaced daily with customers and account teams, resolving order status inquiries and issues, contributing to a 20% reduction in escalations and improved customer satisfaction scores.
• Collaborated with supply chain functions to maintain order cleanliness and resolve issues, driving a 15% improvement in delivery performance against target dates.
• Partnered with Customer Operations Leaders (COLs), Supply Chain Managers (SCMs), and Account Teams to monitor performance targets, consistently meeting or exceeding regional KPIs.
• Oversaw order entry, acknowledgement, planning, and logistics using SAP and NNOC tools, streamlining workflows and reducing processing errors by 25%.
• Prioritized orders and managed billing processes, ensuring 100% compliance with customer required dates and minimizing revenue leakage.
• Conducted root cause analysis and reporting on order discrepancies, implementing corrective actions that reduced repeat issues by 30%.
• Actively participated in business improvement projects, contributing to initiatives that enhanced supply chain efficiency and generated annual cost savings of $250K+.
• Managed order processing to ensure timely fulfillment and customer satisfaction.
• Coordinated with suppliers to maintain inventory levels and streamline procurement processes.

• Accountable for selling products, services, and/or maintenance contracts to a selected group of accounts or an assigned territory via telephone; responsible for meeting a set quota target and revenue delivery.
• Proactive customer contact integral to role; may take inbound and/or make outbound calls to customers.
• Closes the sale on assigned products or may generate leads on complex solutions for outside sales staff.
• May have account responsibility for product and maintenance sales to ensure aftermarket penetration within customer set.
• Establishes and maintains an opportunity management funnel and participates in regular account/territory planning sessions with account or territory managers that apply to their area of specialty and to the opportunities that they will focus on to drive revenue for the company.
• Organizes and tracks leads generated as an outcome of marketing events.
• Requires an established sales record including software sales experience.
• Typically requires 4 – 6 years' experience and a Bachelor's degree or equivalent experience.
• Developed and maintained strong client relationships to drive sales growth.
• Analyzed customer feedback to refine product offerings and enhance service delivery.

• Accountable for selling products, services, and/or maintenance contracts to a selected group of accounts or an assigned territory via telephone; responsible for meeting a set quota target and revenue delivery.
• Proactive customer contact integral to role; may take inbound and/or make outbound calls to customers.
• Closes the sale on assigned products or may generate leads on complex solutions for outside sales staff.
• May have account responsibility for product and maintenance sales to ensure aftermarket penetration within customer set.
• Establishes and maintains an opportunity management funnel and participates with territory managers that apply to their area of specialty and to the opportunities that they will focus on to drive revenue for the company.
• Organizes and tracks leads generated as an outcome of marketing events.
• Prior sales experience, especially in software sales, preferred.
• Experience with high volume demand generation and lead qualification from cold sources.
• Outbound campaign execution experience a plus.
• Typically requires 3 – 6 years' experience and a Bachelor's degree or equivalent experience.
• Leveraged CRM systems to track leads, manage pipelines, and report on sales performance metrics.

Client Account Management – Tier I & II Direct Accounts

• Handled 100+ client tasks and projects monthly for Tier I and II direct accounts, ensuring timely completion and consistent service delivery.
• Provided dedicated coverage for strategically selected accounts, contributing to a 15% increase in client retention and strengthening executive relationships.
• Supported maintenance sales and revenue generation efforts, driving $2M+ in annual recurring revenue through proactive client provisioning and issue resolution.
• Resolved service matters with a 90% first‑contact resolution rate, improving overall client satisfaction scores by 20% year‑over‑year.
• Delivered solutions to a diverse range of moderately complex problems, reducing escalations to senior leadership by 25%.
• Worked independently on projects within defined criteria, completing 95% of assignments on or ahead of schedule.
• Partnered with Client Executives to provide seamless account coverage, ensuring 100% SLA compliance across assigned accounts.
• Served as a trusted advisor to both new and existing clients by staying up-to-date on industry news and best practices.
• Advocated for clients by resolving issues and providing tailored support solutions.
• Established strong rapport with clients by maintaining open lines of communication and promptly addressing concerns.

Client Account Manager – Tier I & II Accounts

• Supported 25+ Tier I & II direct accounts, managing client tasks and projects that ensured smooth operations and drove a 15% increase in overall customer satisfaction scores.
• Took ownership of day‑to‑day client requests, resolving 95% of inquiries within SLA timelines, which strengthened trust with account teams and reduced escalations.
• Coordinated 10+ client events and project deliverables per quarter, contributing to successful execution and building hands‑on expertise in advanced account management practices.
• Partnered closely with supervisors to meet assigned goals, consistently achieving 100% of quarterly performance targets.
• Tackled routine to moderately complex client issues, delivering practical solutions that reduced escalations by 20%.
• Gained proficiency in account provisioning, service support, and revenue maintenance activities, directly contributing to $500K+ in retained annual revenue.
• Built a strong foundation of professional experience in account management, applying training and hands‑on learning to real‑world client challenges and achieving a 30% faster onboarding curve compared to peers.
• Streamlined communication channels for improved efficiency in handling client inquiries.

Tier III Agent – DISH Network

• Generated 100+ new customer leads weekly through outbound/inbound dialers and hard‑copy lists, contributing to consistent pipeline growth.
• Tested and evaluated 5+ new pilots and applications per quarter, providing feedback that improved product performance and customer usability.
• Answered 40–50 advanced technical support calls daily transferred from Tier I, resolving complex issues related to DISH entertainment services, satellite systems, and accessories.
• Handled termination of service requests with a strong focus on retention, consistently achieving a 50%+ daily save ratio, preserving significant recurring revenue.
• Delivered customer service support across technical troubleshooting, billing, and general inquiries, maintaining a 90% first‑call resolution rate and improving customer satisfaction scores.
• Partnered with cross‑functional teams to provide formidable solutions, retaining customers and reducing churn by 20% year‑over‑year.