the

BUCHANAN TECHNOLOGIES · 125 E JOHN CARPENTER FREEWAY · SUITE 1200 · IRVING, TX 75062

WHATS IN THE DOWNLOAD?

Client Spotlight: Safety-Kleen

Corporate New BUILDING!

Taste of IT

2010 Marcus Evans CIO Summit

4th Quarter Wins

Mom and Dad’s Cookies

Regional Holiday Updates

Ask Jim

Kudos!

Dena Hale– HDI Nomination

New Hires and Anniversaries

Employees of the Quarter

Live Well. Work Well.

Miscellaneous

Community Matters

Who We Are

Upcoming Events

Client Spotlight: Safety–Kleen Kicks Off! Safety-Kleen partnered with Buchanan Technologies to provide Help Desk, Hardware Procurement, Field Dispatch, and Corporate PC Depot support. Additionally, our Wichita team is coordinating a MFP Printer rollout. Buchanan Technologies began full support on January 12th, 2011 and has been working diligently to make our new customer insanely happy. The Help Desk is providing first and second level IT support for Safety-Kleen’s 3200+ employees while the Field Services and Procurement teams are working together closely to facilitate any hardware replacements or repairs needed in the field. Our PC Depot team is quickly establishing a rapport at Safety-Kleen’s corporate location by being knowledgeable and approachable with the employees they support. Our Buchanan team includes Sean Kirby, Jarvis Seaman, Joe Potraza, Rick Martin, Karen Sandifer, Sharlene Lamm, and James Pierce with our dedicated Safety-Kleen team located at our Wichita office. Together, the team has prepared Buchanan Technologies to successfully support Safety-Kleen. Safety-Kleen is focused on providing safe, dependable parts washer and industrial waste management services that meet the needs of their customers and the communities they serve, while conserving natural resources and protecting the environment. Every year, Safety-Kleen turns 400 million gallons of industrial waste into 300 million gallons of useable products. Safety-Kleen operates under five goals: To be number one in our markets and in profitability To provide, in a timely manner, accurate financial information to all of our

stakeholders To provide our employees with the information and tools necessary to

achieve outstanding performance every day To recognize and reward superior performance with money and opportunity To be unwavering in our commitment to the environment For more information, please visit www.safety-kleen.com.

4th Quarter 2010

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New Year. New Goals. New Hopes. New BUILDING! After 22 years in Las Colinas, Buchanan’s corporate office has found a new home in wonderful Grapevine, Texas! Exhausted from the rent race, Buchanan has decided to purchased a beautiful, three story building only 10 miles from the current office. On Friday, January 14th, Jim officially closed on the real estate purchase of 1026 Texan Trail. In celebration, a few employees from the corporate office gathered at the new building to have a toast to the acquisition and to preview the building! The property is located within the mixed-use development known as Grapevine Station. The City of Grapevine is the true center of the Metroplex convenient to both Dallas and Fort Worth. Grapevine has easy access to and is at the cross-roads of I-635, 114, 121, 360 and State Hwy 26. The three story building includes gorgeous common area finishes (marble and cherry wood). The 2nd and 3rd Floor have large patios with stunning views of DFW and Lake Grapevine! We will all miss the Las Colinas area, as it has been our home since our inception; But we look forward to growing and prospering in Grapevine! We are aiming to complete the office move by April 15, 2011 but will continue to keep the company up-to-date on all pertinent information as it arises. Questions? Don’t hesitate to contact Jade Swanson, jswanson@buchanan.com. Property Details: 1026 Texan Trail, Grapevine, TX 76051 22,800 SF Built in 2008 Located across from Great Wolf lodge and just north of Gaylord Texan Resort

CUSTOMERS MATTER

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Taste of IT—Dayton, Ohio

On November 18th, Buchanan Technologies partnered with Dell as the Platinum Sponsors of the annual “The Taste of IT” event presented by Dayton’s Technology First Organization. Representatives from both the Dallas and Miamisburg offices attended the event, which was held at The Ponitz Center on the campus of Sinclair Community College. This event provides businesses in the Dayton area the chance to gather together to discuss various current IT challenges via presentations, vendor exhibitor booths and social networking sessions. Buchanan and Dell were also the hosts for a very popular reception at the conclusion of the day. Jim Buchanan gave a presentation on the impacts of mobility and the cloud on end user support. Jim’s presentation was the most heavily attended and received excellent results on the follow up survey for relevance, presentation and topic knowledge. Thanks Jim!!

Attending from the Dallas office was Jim Buchanan and Sally Dixon. From the Miamisburg office was Roger Edwards, BJ Mattingly, Rocky Bowermaster and Brian Walling. Thanks to everyone that made this event a huge success! Here are few promising “prospects” due to the Taste of IT.

CUSTOMERS MATTER

University of Dayton Sinclair Community

College

Liberty Savings Bank Miller-Valentine City of Dayton

2010 Marcus Evans CIO Summit —Amsterdam

In an effort to grow our operations in the European market, Buchanan Technologies and Musala Soft created a strategic partnership and attended the 2010 Marcus Evans CIO Summit located in Amsterdam. Musala Soft is a European software engineering services company, specialized in off shoring, delivery of complex and large-scale software projects, IT consulting and solution implementation. Musala Soft has a stable footprint at the European market, working for Government institutions, Multinational and SMEs enterprises. Together, we can offer clients a full set of services, all over the globe. The summit provides executives with the opportunity to interact with innovative solution providers, such as Buchanan and Musala Soft, over a three day period. Jim Buchanan and Steve Sweett attended the conference on behalf of Buchanan Technologies. During the course of the conference, they were able to meet face-to-face with

over 20 C-level executives in direct need of IT support. Many strong leads were generated from the conference and discussions are still in place on how we can help these prospects! The summit proved to be so beneficial that Buchanan is scheduled to participate in another during 2011!

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4th Quarter Wins Here are our customer and clients wins for the 4th Quarter of 2010! Miamisburg MarBrower Insurance – Equipment Purchase Brower Insurance Citrix Assessment New Carlisle Chrysler – Equipment Purchase New Carlisle Chrysler – Cabling Services One Lincoln Place – Wireless Installation Bell Audi – Wireless Installation Mini University – Equipment Purchase/Lease Ottawa University – Helpdesk Contract Renewal Sonic – Honda Wireless Access Point Installations Toronto IBM - Bank of Montreal – 35,000 Windows 7

migration Command Centre IBM – Aldo AD Assessment Ontario Energy Board – Managed Services MetroLinks - .Net Development Peel Regional Police – Sharepoint 2010

Implementation Peel Regional Police – Lync 2010 Pilot IBM – National Bank – Exchange and AD project

extensions Region of Peel – Web Development Region of Peel – Deskside Support Region of Peel – Peoplesoft Development Region of Peel – SQL DB Administration Region of Peel – Windows 7 Assessment University of Toronto – Sharepoint Managed Services Kallo – Head office – Managed Services Kallo – Niagara Clinic – Implementation and Managed

Services Dell Canada – Queen's University – Sharepoint

Implementation Dell Canada – North Bay General Hospital – SCCM

Implementation Dell Canada – Kinectrics – Exchange 2010

Implementation

AAFES – LCE 11 Implementation Project AAFES – LCE 12 Discover and Design Project AAFES – LCE 10.2 Implementation Change Requests Capstone Mining – Lync 2010 Implementation Gaylea Foods – SQL Managed Services Extension CML Healthcare – AD Consolidation project CML Healthcare – AS/400 Development Region of Niagara – Windows 7 Assessment TSX – SCCM implementation MyTrak – .Net Development Dell US – Sharepoint DLE Dell US – Wells Fargo – Sharepoint Implementation Dell US – Cook County – SQL/IIS Cluster

Implementation Dell US – Menasha - Exchange 2010 DR

Implementation Dell US – Cabela's – DFS and AD implementation City of London – Infopath Workshop Worldwide Flight Services – Intranet Migration Dofasco – Windows 7 Assessment Dallas American Eurocopter – Network Administrator Bell – BI Bell – Communications Specialist Bell – Life Cycle Engineer The News Group – Desktop/Server Administration Atmos Energy – After Hours Helpdesk and Service

Monitoring Bank of America – Military Division Dallas County Desktop Support WICHITA Safety Kleen MFP Rollout Project

CUSTOMERS MATTER

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Mom and Dad’s Cookies

CUSTOMERS MATTER

After experiencing such a success in the last few years, Buchanan Technologies continued it’s Annual Buchanan Family Cookie Bakeoff. The bakeoff is in memory of Jim’s parents Ted and Joyce, who for years baked homemade cookies for all the BT clients and customers. December 2010 was the 4th year in doing the cookie bakeoff. Here are clients feedback about our Christmas Cookies.

“On behalf of all of the Security officers I want to thank you for the plate of cookies you delivered to Security. They were delicious and the tradition behind them is truly what the Christmas spirit is about. It is truly a pleasure to serve customers such as you and the company you represent. Buchanan Technologies are by far the best that I deal with. Thanks and may each and every one of you have a Merry Christmas and a Happy New Year. “ John Lee, Site Supervisor AlliedBarton Security Service “Your gift of cookies was greatly appreciated. The first batch disappeared yesterday and the second batch will disappear today! I greatly enjoyed the story behind the baking of cookies attached – heartwarming and memorable. Thanks.” Mark A. Stone, SVP Safety Kleen Systems

Thank you to all the cookie-bakers and account managers who helped!

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Regional Holiday Update Dallas

PEOPLE MATTER

Halloween Dress up Day The Dallas office celebrated Halloween in style, with the option to dress up in the costume of choice. Not many participated, but the few that did were a HIT throughout the office. Thanks to the following for partaking in the fun! (from left to right): James Pierce, Ghoul; Joel McDowell, the Raccoon; Kim Carlson, the Cowgirl; Angela Cuenca, the devil; Jade Swanson, the Vamp; and Rick Nichols, member of the Ramones. Six Flags Day For 2010, Buchanan Technologies Corporate office decided to have a Six-Flags day in replacement of the pumpkin carving. Each employee who sent an RSVP received free admission to Six Flags during Fright Fest, along with food and drink vouchers Thanksgiving Potluck The Dallas office celebrated Thanksgiving with the annual potluck. Ham and turkey were catered by the one and only Honey Baked Ham Co, while each employee brought a side dish or dessert. Christmas Luncheon The Dallas Team rejoiced in the Christmas Spirit with another Christmas Luncheon. This year we added a little twist: a Tacky Christmas Sweater party! Food was catered by the delicious Babe’s Chicken, a Dallas staple. Prize for the tackiest sweater was awarded to Travis Strother, who received $200 to Best Buy!

WINNER!!! Travis Strother

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Toronto Christmas Party The Toronto team, along with spouses and loved ones, held their annual Christmas party at the Joshua Creek Heritage Center once again. This year, the gathering included a casino theme, drinks, hors d'oeuvres, music and plenty of door prizes! Pancake Breakfast On December 3rd, our Canadian office held a scrumptious pancake breakfast! Best thing about the breakfast? Management did all the cooking while everyone else relaxed and enjoyed!

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Miamisburg Halloween Dress Up Day This year, we were happy to include the Miamisburg office in our Halloween Dress up Day! Hopefully the tradition will continue to grow and participation will increase! Thank you to all who joined in on the fun! Pancake Breakfast On November 12th, Miamisburg also participated in a Pancake Breakfast, simply to boost morale and add some cheer to the holiday season! Pam Rife and Brian Walling were the designated chefs, preparing made-to-order pancakes with the following choices: plain, chocolate chip, pecan, or blueberry! Thanksgiving Potluck Adding to the tradition, the Miamisburg office also organized an office potluck in celebration of Thanksgiving. All dishes were made with care by the employees of Miamisburg and devoured in the office! Christmas Luncheon Miamisburg celebrated Christmas with a small, quaint office luncheon, with ham being catered by the Honey Baked Ham Company. Employees worked together to finish off the lunch by bringing home-made sides and desserts!

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Wichita Thanksgiving Potluck Wichita also participated in an office potluck luncheon to give thanks for their many blessings of 2010! Christmas Party Jarvis Seaman worked hard to plan an enjoyable Christmas party for our hard-working Wichita team on Tuesday December 21 from 5:30 -8:30 pm! Employees and loved ones gathered at Fox and Hound to enjoy food, spirits and fun. Games were played during the event and two $50 gift cards were given as door prizes! (Side note: Jarvis also tried to coordinate a tacky sweater party but was the only one who participated…now THAT’S Christmas Spirit!)

Bulgaria Christmas Dinner For the Christmas Holidays, the Bulgarian team gathered at a small restaurant called “Salt and Pepper.” It was a great evening amongst friends and family.

Charlotte Christmas Holiday Luncheon The Charlotte office celebrated the holidays with a quaint office luncheon, catered by K&W Cafeteria. K&W has served fresh, made-from-scratch food for over 70 years! After the delicious lunch was enjoyed by all, employees took a few minutes to reflect on what they are grateful for in their lives.

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1. How many times has Jim taken a trip to Las Vegas. Busy or Pleasure? Is Jim considered “A High Roller?” I have been to Vegas probably 40 times over the years. I have family that live there, so many times, I never see a casino, just a rock back yard (it's the desert) and a pool. (it's the desert). I typically play $10 or $25 dollar tables or craps games. Texas Hold'em Tournaments are really fun too. $100 buy in lasts hours if you're lucky. No, don't consider myself a high roller.

2. I have trouble studying for certifications on my own, without an instructor who has real world experience to ask questions. It's also difficult studying for something that I am unable to have any hands on experience with, or something I never get to work with. Do you have any plans to change the structure of your education reimbursement that would allow for more classroom/hands-on training. $500 a year doesn't allow for very much hands-on/instructor led training. Training is an important part of the company. It's important that we balance our training costs with our overall company budget, especially during recessionary periods. But we do provide classroom training, and send employees to seminars and conferences. If your training request is for delivery of service to a customer, it's given a higher priority than general education & certification. In addition to classroom training, in the past, we've used subject matter experts and thought leaders within the company to host sessions on various technologies like VMWare, exchange, AD, etc. I'll send a follow up communication to the organization and see if we can develop some interest in a few live sessions & training programs. Our library of online educational videos are one of our best kept secrets. The training is geared to help you learn and pass Cisco, Microsoft, and general PMP certifications. It works very similar to YouTube, with great educational quality. Finally, many of our our partners give us versions of NFR software that you can use to get hands on experience with the latest

software and development environments. Having the system available for you to use and explore is invaluable.

3 . When a client’s representatives insist on something which we can show scientifically is different from their belief, what is the preferred method of communicating it? For me, telephone is not working well and e-mail never did, I’m guessing some sort of white-board exercise, but I’d like to hear your thoughts. I don't understand what you mean by 'we can show scientifically is different from their belief'; I'm going to assume you mean we know what should be done, or what is 'right' and you don't believe the customer is making the 'right' decision. If my interpretation of your question is correct, It's really an exploration of your interpersonal / communication skills and experience. You should look at your perceptions of 'best', 'right' and 'obvious'. Let me start by saying that our customers hire us because we know what we're doing. We know what we're talking about and we've done it before. Based upon that, many times, we may be 'right' in our opinion or assessment. But many times, I've also seen people make the assumption they know everything about a situation. For instance, technically you may know the fastest or best technology that should be used in a specific situation. But if our customer doesn't have the money to buy the solution, it shifts from a technology problem, to a technology problem with financial constraints. Consider someone who purchases old computer equipment to run their software. It's not something that we would normally recommend, however if the software ONLY RUNS on that specific piece of equipment, it changes the intent an purpose of why a customer would buy old equipment. In other situations, It might not be financial or related to a technology limitation. It could be based upon a recommendation of a trusted advisor, a family member, or some other bias. What if the best solution is from a vendor the customer absolutely can't stand? There's nothing logical about the buying process. Buying is an emotional decision. When you think you know something, stop and seriously try to come up with all the reasons why a customer doesn't do

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what you consider the obvious right choice. At the end of the day, a non-biased recommendation based upon your observation, and experience is typically always appreciated by our customers.

4. What are the possibilities of allowing the Help Desk agents to work from home, provided they are properly equipped (PC, internet, workspace, etc.) to do so? During “snow emergency” days in the past, it has been demonstrated that the reps have been able to very effectively work from home (having taken their IP phones home as a precaution,) so how about doing this on a “permanent” basis? This would be a positive benefit for the employees (travel time, gas, stress, health (not eating out for lunch,)) as well as for the company (less office space required, fewer utilities consumed, reduced absenteeism, potentially greater productivity overall) and the environment (reduced emissions due to commuting, less paper used due to all docs being electronic.) Naturally there would be criteria and conditions which would need to be met, but I think many agents would be more than willing to do so to qualify for such a benefit. Our service desk uses VOIP phones and uses home based agents for inclement weather and emergency situations, however our service desk is an important part of our recruitment and promotion center. We hire professionals to support the service desk to take care of customer needs, but we also expect our colleagues to work on certifications, communication skills, project management, problem management, and professionalism. Our goal is to promote our agents to higher paying salaries and increased roles and responsibilities. Working from home it's very difficult to provide the feedback that's needed. We diminish the opportunity to offer constructive feedback in a real-time basis and it slows down the entire process.

5 . Are we moving from 125 E. John Carpenter Fwy? Yes we are—please see page 2. We are very excited about the changes to come.

6. Why isn’t’ Jade EOQ? She is the best!!!! Jade is part of the juvenile detention program here in Texas. According to her mother, Jade has been a troubled child her entire life. If she straightens up, someone might nominate her. :)

7 . There were a number of Strategic planning meetings – both on the phone and live meetings. After all those meetings what is the strategic plan? Our company wide update will address this in more detail - (scheduled for next week) however we are aligning the business differently. We are approaching sales and marketing differently and we're adapting the business to the changing marketplace. We're moving forward with vertical lines of business and we're eliminating the regional financial reporting and moving to a U.S., Canadian, and European P&L.

8. Would it be possible to get the “Centipede” game machine fixed? The track ball is not working. Yes, not a problem. We will look into it soon!

9. Jim, what is your stance on the FLOSS (Free/Libre/Open Source Software) movement. Have you ever considered (or maybe we already do) moving away from proprietary, closed source software to a more open sourced environment? If we do, can you provide some examples on were we implement this? As a FLOSS advocate I’d really appreciate a response. I believe the open source world is a viable and provides compelling alternatives to commercial software. It appears the corporate world is becoming more accepting of open source software because of the financial benefits. Companies will also continue to use commercial applications for mission critical applications for support, training, and legal representations of the software's capabilities. If a public corporation installed an open source ERP application that produced incorrect financial information, who would be responsible?

If you have any questions that you would like to ask Jim, please send an email to Jade @ JSwanson@buchanan.com.

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10 . What is the beer limit for lunch? ☺ You should drink as much beer as you'd like at lunch, as long as it has Root in front of it.

11 . Everyone is on the band wagon for investing in precious metals. In our 401K I noticed that precious metals isn’t offered as much as something like mutual funds. Why is that? Is it not that good of an investment? Or is it a better personal investment rather than a group investment? Buchanan's 401k plan offers precious metal funds. The Name of this fund is “Franklin Gold and Precious Metals A(FKRCX).

12 . First I want to say that with all the personnel reduction in Miamisburg Region we are making it work. So

even though we hate to see anyone laid-off, the decision must have been a good one since we are still able to service our customers with a little creative training, teamwork and scheduling. My question is; Is Miamisburg at just a breakeven point or is a profit in sight? We have been working very hard on the Miamisburg financials. Bringing the operation to break even has been really difficult, as anyone there knows. But your question really depends on the time of year and the projects that we're working. For fiscal year 2010, Miamisburg operated at a loss. We've narrowed that loss substantially throughout the year, but as of November and December, we were still operating in the red. In January, we started a few new projects that turn Miamisburg profitable. These projects are only a few months long, but it takes one month to start a trend. We have sales in the pipeline that will contribute to our revenue and profitability. It's going to take everyone to help us make the business successful in 2011. Although it's been a tough year in Miamisburg, we're still here and we're continuing to improve.

NATASHA MWILA- Sonic From Chris Maritato, Mike Walker, & Bob McCrosson We would like to give some praise and gratification to Natasha Mwila from Sonic Corporate. She has been doing such a great job in a high profile region. Keep up the great work! HEATH ATNIP- The Berry Company From Joe Pelliteri I thought that you might like to know that I formally recognized Heath Atnip at our regional sales meeting this past Tuesday. The Southeast region has experienced tremendous change this past year and Heath has been instrumental in supporting and leading many initiatives during this time. The enthusiasm and expertise that he shows when taking on projects is quite impressive. Equally impressive are his leadership skills as quite often he identifies areas needing attention and initiates tasks to improve the situation without being asked. His focus on his internal customers and team player approach is outstanding.

RYAN MURPHY-The Berry Company From Melorine Frank I’ve just got to tell you, although I’m sure you already know, how GREAT Ryan Murphy is. I had the opportunity to travel to the Anchorage Office and train the sales support staff a couple of weeks ago. Ryan was able to help ensure the scanners were programmed to the correct settings which helped TREMENDOUSLY on scan time!! He programmed the copiers so all employees could scan directly to their emails. Helped w/folder creations for efficient logging of accounts. Since I did not travel with a laptop, he also ensured I was able to retrieve all my documents from my Honolulu computer personal files and assist both divisions as Honolulu was coming to the close of the directory. He will be setting up a second scanner to ensure efficiency with the processing of material. Not being computer literate, he was so patient with me and I just really needed to tell you what a super guy he is. We, I am so grateful he has returned and please know, how much I TRULY APPRECIATE RYAN!!! Thank you for taking the time to listen to what a wonderful person Ryan is!!

Kudos!

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Dena Hale—Nominated for Analyst of the Year

Congratulations to Dena Hale for her 2010 HDI Analyst of the Year award nomination. Each year, the Help Desk Institute holds an awards banquet to celebrate the best of the best when it comes to DFW’s top service desk analysts.

Buchanan employs the brightest and most talented individuals in the industry – and what better way to honor the folks on the front lines, than to celebrate their success at our chapter’s awards banquet in front of a hundred of their fellow DFW analysts. This year’s banquet was held on November 11th and included a new “casino” theme! An excerpt from Dena’s nomination form submitted to HDI: Over the years, Dena Hale has consistently, day in and day out, shown an above the average ability to provide the

best possible customer service to AAFES and their customers. You would never know that Dena was “having a bad day.” She realizes that the very help she is providing may be the one site in Iraq where a soldier is just trying to by a soda after being in the war zone for the past 30 days and that she’s simply doing her part to ensure that customer has the ability to buy that soda. It’s not only the constant “can do” attitude of Dena, but the “will do” attitude that sets her apart from others. She will do what it takes; call who needs to be called, escalate to where it needs to be escalated; all to ensure the customer is satisfied. In doing this, she also consistently maintains a positive attitude and a friendly tone and “smile” over the phone. I’m never surprised as her manager to receive an email of thanks for the excellent and personal customer service Dena has provided. She is truly a manager’s gift of a Help Desk Analyst!

DAMON HEROTA Sonic From Thomas Brackett of Sonic I know I have said this before, but this guy Damon is the man. I have a user that is having an issue with their PC, the user is basically mission critical. I called Damon to see what his availability is he said he would call me back with an ETA. About 2 hours later there was a knock on my office door. It was Damon to tell me he had addressed the issue. He went way above a beyond to take care of this user. I see Damon as a true asset. VANESSA HOWELL- Safety-Kleen From Richard Ovalle & Scott Boner of Safety-Kleen I spoke with Vanessa from the Buchanan Help Desk today. She was very polite and explained who she was and that she was working on a trouble call for a VPN issue. She explained what troubleshooting steps she had already taken and asked if there was anything else she could do to resolve the issue on her own in order to avoid having to put a ticket in our queue. I told her that what she had done

was correct and that I appreciated her taking the initiative to troubleshoot the issue beyond what the KB article states to do. I asked that she place a ticket in our queue and thanked her again for going the extra mile. This level of expertise and initiative is very much appreciated. I want to acknowledge her professionalism and due diligence in ensuring that my computer glitch issue had been resolved to my satisfaction. My schedule is pretty hectic, but she was persistent in following up with me during the follow up times she promised. Although I was not in front of my laptop on several calls, she gave me her information to contact her once I had time available to simulate the issue. In the end, the issue resolved itself, but her patience and understanding of my schedule stood out to me as someone who understands GREAT CUSTOMER SERVICE! Should you have methods of recognition for employees like her, I would like to nominate her for this recognition. Please share this with her.

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New Employee and Anniversaries

PEOPLE MATTER

ONE YEAR Karen Sandifer Vladimir Georgiev Ryan Whited Ryan McMillion John Connor Jackie Howard Stephanie Hildebrandt Sian Crooks Shankar Iyer William Franklin Reza Baksh Jeff Keehn TWO YEARS Kevin Whitaker Jamie Tillery Bobbie Lamm William Williams Ramesh Babu Howard Geiss

Bobby Thompson James Wong Robert Johnson Kwame Albert Lina Attieh Darian Norton Juan Broughton Kirill Shiff James Eaden Kevin Williams THREE YEARS Eugene Ciocoiu Bill Meadows Steven Franks Richard Nichols Adam Borntrager Mark Bloxson Steven Ham Stephen Wilkins

FOUR YEARS Jason Martin Chris Brown Glenn Robbins FIVE YEARS Chris Stringer Sean Kirby David Kendrick Elton Archer SIX YEARS Eric Derrenbacher Robert Armstrong SEVEN YEARS Roger Bray Cesar Villalpando Steve Campbell

NINE YEARS Kirill Kliachtornyi TEN YEARS Steven Seets Jon Gery ELEVEN YEARS Patty Perry TWELVE YEARS Donovan Chitwood FOURTEEN YEARS Rick Martin Stephanie Edmondson SIXTEEN YEARS Robert Venable

Thank you for all your hard work and dedication.

Oral Watson Taha Mufti Thomas Baird Julian Abraham Casey Garrett Joshua Dedeaux Jimmy Winfrey Mohammad Chaudhary Thomas Griffing Jyothi Hattarki Mike Hakak Vicki McCormack Lestie Palmiano

Peter George Michael Mulvenna Paul Brown Sandeep Kumar Daniel Lalonde Asad Nazir Logan Yeats Jim Schrody Anatoly Tsekhmeyster Bryan Thompson Robert Abdelmessih Eric Sacdalan Cheree Arnold

Andrew Edgerton Kevin Harris Michael Sims Keith Van Aartsen Joseph Andary Hernan Yanes Janice Lohmann Emmanuel Omari Osei Terrance Jackson iLvan Parker Miguel Leal Patrick Ballou Vanessa Howell

John Kelly Josh Levering Adam Stegman Nicolas Giurgiu Rohit Gupta Gurjeet (Jesse) Litt Ajit Parashar Syed Shah Mohamed Must Marcia Forde

We welcome you to the organization!!

Keep up the great work!

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PEOPLE MATTER CUSTOMERS MATTER

PRINCIPLES MATTER COMMUNITY MATTERS

Congratulations to our nominees! Steve Rose

Beth Cavin Travis Lowe

Carrie Frisk Steve Blick Joel McDowell

Mihail Peev—AAFES All four of BT’s values are extremely important to Mihail.

Principles Matter: Mihail is always willing to discuss issues with team members and come up with insightful and witty observations about our work that makes it pleasant to discuss. Lifestyle balance: Mihail has chosen to live close by and is

able to support Buchanan’s commitments even somewhat outside the usual work hours. People Matter: Mihail communicates with high integrity with all the AAFES team members. Truth and discussing important information, whether it’s with the architect, Steve or other developers are always at the forefront.

Customers Matter: Even when the customer asks for conflicting requirements, Mihail recognizes right away some of the standard industry techniques to avoid trouble in this area by making the conflict switchable one way or the other so that the client department where the debate really needs to take place can resolve it among themselves in an efficient manner. When not easily switched he consults with the architects immediately for advice. Community Matters: Mihail knows greetings in many languages, has been to Bulgaria and has many a pleasant chat with Steve about the day-to-day life in Bulgaria vs. Ontario. Both Steve and Mihail have shared these short but insightful conversations at the start of team meetings so we get sense of community when we meet at company functions not entirely concerned with work.

Levi Spears– American Eurocopter Infrastructure People Matter to Levi. Levi, upon entering this contract, began assisting all BT groups located at American Eurocopter with difficult technical issues and enabled us to do more with less. He’s very much a team player, which quickly allowed him to build a trusting relationship with onsite BT employees and our client. Principles also matter to Levi. Levi’s work ethic and abilities prove to everyone he encounters that he operates on the basis of doing the right thing, for the right reason, and at the right time. His

integrity is clearly visible for this reason. As soon as Levi arrived on site at American Eurocopter his presence was felt. He began progressing the MIS department to new levels not achieved before with automation of routine tasks, and eliminating bad practices and procedures. Most notably by deploying the Kaseya agent on-site to all network connected machines, which allows for quick and easy management of the environment.

Jonathan Lovegren—Sonic Helpdesk Jonathan encompasses People, Customers, and Principles Matter in every way possible. The customer is the top priority in everything he does. He is always willing to stay late or work odd shifts when need be, and has even been known to cut lunch short in order to better serve the

customers when the lines are busy. He helps his fellow employees with anything they need, and when he doesn’t have an answer, he does what he can to find one. He is exemplary in his customer service and willingness to go the extra step.

We have decided this quarter to open the Employee of the Quarter Nominations to everyone at Buchanan. The idea behind the nominations are employees that you believe demonstrate exceptional strength in one of BT's core values:

Employees of the Quarter Winners will receive $750 Visa gift card and entered in the Employee of the Year drawing a the end of the year!

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Live Well. Work Well.

PEOPLE MATTER

With the coming of a fresh year people always strive hard to have a good beginning. Every year most of us make unique and new resolutions. We plan it well and stay determined to fulfill those resolutions. But somehow only a few have the relentlessness to keep up their resolutions. No matter how successful you were in 2010, the new year, 2011 will be your year to have a new beginning and start with a fresh zeal. If you haven’t made your list of resolutions yet, here are the top 10 New Year’s resolutions for 2011 to see if they can be applied to your life.

Lose Weight This is probably one of the resolutions which are common to many people who always dream of having a beautiful and lean body. Was this one of your resolutions from past year? If so, be encouraged this year to follow it until you see positive results. Make a plan of what you will give up (late night snacks, that extra meal) in exchange for a lean body. You only have to make this shift once in your lifetime to get lasting results. Getting Organized Punctuality and organization is very crucial in ones life. Work planning is very important both in office and also in home. The 2011 resolution must also include being organized and well planned. In life problems are inevitable but handling these problems in planned and organized way is the main thing. Therefore a person’s resolution must include being disciplined. Simple things such as making a daily goal list before you start the day can go a long way. Spend Less, Save More How did you do financially in 2010? Many people spend money on unnecessary things without any justification. Here’s a simple rule for you to follow in 2011. Before you buy something, always spend some time justifying the reason. You should spend the same amount of time it took you to earn that money on reasoning before you buy. If you do this, you will be able to cut most of the impulse purchases and you will be drawn to a better deal elsewhere.

Enjoy Life to the Fullest Life comes once and should be enjoyed as much as possible in the right way. It is an individual’s duty to motivate oneself more and more so that they can reach the goal that they intend for. Therefore make a resolution to find a reason everyday to enjoy life, enjoy everything that you do and enjoy every little moment in life, and then the life becomes worth living. Staying Fit and Healthy There are many people who lead a much undisciplined life and do not take care of their health. Staying physically and mentally fit should be another important resolution which can change your life positively and effectively. Regular exercise for half an hour everyday can help a lot in keeping mental peace. Learn Something Exciting Time waits for none and it should never be wasted. Where do you waste most of your time everyday? Do you spend idle time during waiting for the bus or train? Carry a book or an audio book on your career or profession every time you travel. Can you cut down on the time you spend watching TV, and learn a new skill? You’re never too young or old to learn a new skill. Therefore, make a resolution to upgrade your skills.

Regan Feigel: 972.910.7518 Susan Lauderdale: 972.910.7652 Pam Rife: 937.610.4800 x 1111 Email: HR@buchanan.com

IMPORTANT CONTACTS

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Please wash your hands before you return to work.

Healthy Reminder

Quit Smoking Many people cannot give up smoking even after trying a lot. If you’re still smoking, your 2011 resolution should be to try to quit smoking. It will not only help you, but it will help everyone else whom you see everyday. Helping Others in Their Dreams Everybody thinks about oneself but there are few people who care for others. A great resolution is to help others. It always feels very nice to know that our actions can make other people smile and this is something to be proud about. You can help others in 2011 with your time and skills. The more you help others, later you will also receive favors from other people because of the law of reciprocity. Spend More Time with Family Your 2011 resolutions should include loving family members. Every family member is dependent on each other and so spending time with family is very essential. Something that most successful businessmen and women regret is not spending enough time with their families when they could have. Spending time with the family gives a person a chance to know each other, share feelings with each other, share joy and sorrow. This is indeed an important resolution that will give you fulfillment in life. Eliminate Soda Quite simply, soda isn't good for you. Drinking three 12-ounce cans of soda can contain as much as 450 calories. The amount of exercise needed to burn off that much soda is equivalent to approximately 40 minutes of running. These were some of the top 10 chosen resolution for year 2011. Some of them may be applicable for your and some may not. However, 2011 is a new beginning in your life. Create your own list of resolutions and make a quantum leap in your life this new year!

1. Tea contains antioxidants. Tea's antioxidants protect your body from the ravages of aging and the effects of pollution. 2. Tea has less caffeine than coffee. An eight-ounce cup of coffee contains around 135 mg caffeine; tea contains only 30 to 40 mg per cup. 3. Tea may reduce your risk of heart attack and stroke. Drinking tea may help keep your arteries smooth and clog-free, the same way a drain keeps your bathroom pipes clear. 4. Tea protects your bones. One study that compared tea drinkers with non-drinkers, found that people who drank tea for 10 or more years had the strongest bones, even after adjusting for age, body weight, exercise, smoking and other risk factors. The authors suggest that this may be the work of tea's many beneficial phytochemicals. 5. Tea gives you a sweet smile. Tea itself actually contains fluoride and tannins that may keep plaque at bay. 6. Tea bolsters your immune defenses. Drinking tea may help your body's immune system fight off infection. 7. Tea protects against cancer. Thank the polyphenols, the antioxidants found in tea, once again for their cancer-fighting effects. 8. Tea helps keep you hydrated. New research has shown that the caffeine, tea and other caffeinated beverages definitely contribute to our fluid needs. 9. Tea is calorie-free. Tea doesn't have any calories, unless you add sweetener or milk. 10. Tea increases your metabolism. . Green tea has been shown to actually increase metabolic rate so that you can burn 70 to 80 additional calories by drinking just five cups of green tea per day.

Benefits of Drinking Green Tea

PEOPLE MATTER

18 PEOPLE MATTER

Welcome Back Marshall!

“Always Remember!”

“The soldiers were very courageous, because bravery is contagious. Not always because of fame, but we’ll never forget their names. It’s very nice that they rolled the dice to protect from all the neglect. And yes, they were scared but it only matters that they cared. They slept on the ground, and had to listen for any sound. Now we celebrate with what happened on that date, Veteran's Day” ~Courage~

Written by Leah Hale, age 12 Daughter of Dallas AAFES agent, Dena Hale

Congratulations to the Texas Rangers for making it to the 2010 World Series against the San Francisco Giants! After 39 years of struggle and defeating the defending champions, the NY Yankees, the Texas Rangers finally reached the promised land….the 2010 World Series! The Dallas office celebrated the world series in true baseball fashion, with a tailgate themed luncheon! Chilidogs and snacks were devoured in preparation for the final game of the series! Although the outcome was not what we hoped, we are proud of the Rangers and are keeping our heads up and antlers high…until next season!

Bound to Fail Jonathan Lovegren is a helpdesk agent for Buchanan Technologies in Miamisburg, OH. Away from work, Jonathan’s inspiration is music. Check out his band, Bound to Fail! Visit http://www.myspace.com/bound2fail

Rangers Made it to the World Series!

19 COMMUNITY MATTERS

The Dallas Margarita Society, Inc., was formed in 1977 when a small group of business acquaintances decided to host a holiday party for associates and friends. The Society is a non-profit charitable organization whose goals are twofold. The first is to provide at-risk Dallas/Fort Worth Metroplex children with gifts at Christmas time and the second is to help those community organizations that work with at-risk children throughout the year. For the first time ever, Buchanan Technologies sponsored the 2010 Dallas Margarita Ball! The Dallas Margarita Ball is hosted by the Dallas Margarita Society and has grown over the years. It is now believed to be the largest annual invitation only charity black tie gala in the world, providing gifts for more than 6,800 at-risk children each year. At the event, each guest is requested to bring an unwrapped toy valued at $35 or more, knowing that their gifts may be the only presents these kids will receive for Christmas. The toys are distributed through Love For Kids, Inc., a non-profit organization that directly supports underprivileged children in the DFW region. Toys were distributed on December 4th at the Annual Love for Kids Christmas Party. Approximately 3,500 children were brought to the party in buses and vans and the toys were loaded into their vehicles while the kids enjoy the games, hay rides, food, and prizes at their Christmas Party. At 1:00 PM, a literal “sea” of kid’s raced back to the buses to get their toys. The look of anticipation on their faces revealed the fun and spirit of Christmas in a way that is truly heart-warming. The remaining toys are given to other charitable organizations that then distribute them to thousands of children.

For more information about the Dallas Margarita Ball, visit their website at http://www.dallaschildrenscharities.org/

“Party With A Purpose” Buchanan Technologies Sponsors the 2010 Dallas Margarita Ball!

Just a GLIMPSE of all the toys donated at this year’s gala!

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For the second year in a row, Buchanan Technologies partnered with The Dallas Stewpot during the 4th Quarter of 2010. Buchanan’s Dallas team volunteered at the “Second Chance Café.” Typically, The Café’s chef dishes up a delicious, nutritious meal but not during this special day. Buchanan served while Stubb’s Barbeque (Based out of Austin Texas) catered barbeque sandwiches, baked beans, and rolls. During the two hours that the volunteers served lunch, almost 800 grateful and satisfied people were fed! The Stewpot is currently serving three meals a day, seven days a week to more than 700 people per meal in the Second Chance Café - with the assistance of over 1300 wonderful volunteers a month! What is the Stewpot? The Stewpot offers a safe haven for homeless and at-risk individuals of Dallas, providing resources for basic survival needs as well as opportunities to start a new life. Established by First Presbyterian Church in 1975, The Stewpot began serving food when church members realized no other resources were available for the homeless and hungry. By 1991, Stewpot programs included a wide range of social services and the agency moved across the street to a donated two story office building that continues to be “home”. Over the years, The Stewpot has helped to “birth” new organizations to meet community needs including Austin Street Center, Genesis Women's Shelter, Interfaith Housing and The Bridge. The Stewpot collaborates with more than 25 other nonprofits in order to provide a continuum of care. For more information on the Dallas Stewpot, please visit http://www.thestewpot.org For more information on Stubb’s Feed the World tour, please visit http://www.stubbsbbq.com/ Special thanks to the following Buchanan Volunteers:

Troy Shelton Valerie Edwards Jade Swanson Kim Carlson Angela Cuenca Susan Lauderdale Dena Hale Frederick Wilson

Dallas Stewpot

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Buchanan Technologies hosted a diamond sponsorship at the 6th annual Mary Kay 5k and Fun Run on October 2, 2010. $10,000 was donated to the organization in support of ending domestic violence and cancers affecting women. Not only did Buchanan sponsor the event, but also participated in the race! Around 30 BT employees showed up to either volunteer at the Buchanan booth, or to run/walk in the race. We handed out over 700 promotional items that were a hit! These included: Neon Sunglasses, shoe wallets, coozies, and electrolyte packets for the hard-working runners! After the race concluded, Buchanan participated in the awards ceremony by contributing two Dallas Star Tickets and a dinner for two to the raffle. The prize was presented by Tim Hays, supervisor of the Mary Kay Helpdesk. Proceeds from the event went to The Mary Kay Foundation, and more than 97 cents of every dollar goes to support two causes. The Foundation's two-fold mission is: to fund research of cancers affecting women and help prevent domestic violence while raising awareness of the issue. Since the Foundation's inception, it has awarded nearly $22 million to shelters and programs addressing domestic violence and $13 million to cancer researchers and related causes throughout the United States. To learn more about The Mary Kay Foundation, visit their website at http://www.mkacf.org A special thanks to the volunteers for donating their time on a Saturday to help make this event a bigger success than the last: Robbie and Susan Lauderdale Kevin Whitaker Tracy Thompson Jade Swanson Angela Cuenca Don and Jessica Stoddard Timothy Hayes Rick, Donna, and Sabrina Martin Sean and Jennifer Kirby Regan and baby Mason Feigel Jim Buchanan

Race for the Cure

22 COMMUNITY MATTERS

TORONTO St. Mary’s Food Bank is a not-for-profit, non-denominational community service organization with a mission to reduce poverty and fight hunger. We provide food and referral to important services for over 25,000 people every year through our 2 locations at Coopers and Dundas covering 10 postal code areas. Buchanan’s Canadian office donated close to 70 lbs of food to help the hungry!

St. Mary’s Food Drive

TORONTO Once again, Buchanan’s Canadian team held a toy drive for the less fortunate children in the Mississauga & surrounding area. Any new & unwrapped toys for boys and girls between the ages of 0 to 12 were welcome and donated to the Mississauga Food Bank, St. Mary’s division. For the older children and teens, gift certificates were advised. The donation of any new clothing, school supplies, non-perishable food items, baby foods & formula, and personal care items were appreciated as well.

St. Mary’s Toy Drive

DALLAS For the second year in a row, Billy Traylor and his church (First Baptist Church of Maybank, Texas) partnered with Buckner to help people in need in the Texas Rio Grande Valley. This year they visited Donna, Texas to help build class rooms, as the existing building was severely damaged by Hurricane Dolly. The Buchanan corporate office assisted in the program by donating clothing for the people of the area. A team of 28 from the church worked hard for days on end to build a 20x40 ft building from start to finish – including foundation, paint, and electrical. Individual projects like this one truly exemplify that “Community Matters” to Buchanan Technologies – thank you, Billy, for your hard work and dedication to your Texas Community!

Valley Mission Trip

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For more than two decades The Salvation Army Angel Tree has delivered Christmas Joy to thousands of families in our community. Once again, Buchanan Technologies partnered with the Salvation Army to help multiple families in need during the holidays. DALLAS Buchanan’s Dallas office joined assist the salvation army! Employees of the corporate office had the option to either donate $20 or pick an angel from the tree. A total of 13 angels were supported during the 2010 season! Fun Fact: More than 52,000 individuals in-need were helped in the Dallas area alone during Christmas 2010, thanks to the salvation army and supporting organizations like Buchanan! MIAMISBURG Buchanan’s team from Miamisburg raised an impressive $515 through their Jingle Jean Donations. The money donated was able to help three adopted children with 20 presents each! Thank you to all who donated to this special cause. To learn more information about Salvation Army’s Angel Tree Program, visit http://www.salvationarmyusa.org

We Believe in Angels!

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MIAMISBURG Inspired by Gospel values, the St. Vincent De Paul management staff, conference leadership and the Community Board are guided by the Dayton District Council's vision "To be and to recognize the presence of Christ for and in every person, especially those who are poor, homeless, unemployed, or experiencing a life crisis." The Miamisburg region gathered together to help donate multiple boxes of food to help the hungry during the 2010 holiday season. Thanks to all who contributed! To learn more about St. Vincent de Paul, please visit http://svdpusa.org/

St. Vincent de Paul Organization

CHARLOTTE To prepare for the cold winter season, the Charlotte office donated to multiple local charities. Warm Coats & Warm Hearts Drive The One Warm Coat Drive is an easy and convenient way to help people in the community. Their goal is to provide any person in need of a coat, free of charge. BT Charlotte partook in this charity and collected 10 jackets to donate to the local charity. Being a small office, it was the generosity and participation of each employee that helped the needed community stay warm this winter. To learn more about One Warm Coat Drive, visit http://www.onewarmcoat.org/ Loaves & Fishes Loaves & Fishes provides a week's worth of nutritious groceries to individuals and families in a short-term crisis. In 2009, Loaves & Fishes provided groceries to 102,638 people. BT Charlotte held a food and grocery drive and were able to collect many items that will benefit the charity.

Loaves & Fishes is a nonprofit, nondenominational organization, founded and operated by local religious congregations and community organizations. It grew out of an effort in 1975 at Holy Comforter Episcopal Church to respond to the growing hunger problem in Mecklenburg County North Carolina and continues to expand to meet that need. To learn more about Loaves & Fishes, visit http://www.loavesandfishes.org Goodwill During the 4th Quarter, BT Charlotte also participated in collecting four full bags of clothing and shoes to the local Goodwill Donation Center. An nonprofit organization that provides employment placement services, job training and other community-based programs for people with disabilities or those facing employment challenges, lacking job experience or education. To learn more about Goodwill, visit http://www.goodwill.org

Winter Wealth

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BULGARIA On November 13th, a group Buchanan employees took part of an organized tree-planting event. Giving back not only to the society, but giving back to the mother nature. Boris Karaivanov, Kalin Kutsarov, Stoyan Dimkov and Vladimir Georgiev participated in a long planned initiative and went outside of the city in one of the most picturesque parts of the country to plant trees . The event was organized by Foundation “Echo Society“. About 100 volunteers from Sofia participated in this year’s event. They are expected to return next year and continue the contribution and view the growth of their hard work. We would like to say thank you to the BT employees, their families, and friends who also participated, representing Buchanan.

Planting Trees in Belogradchik Let’s Give Back to Nature!

BULGARIA Thanks to the BT Bulgarian Team, the University Hospital in Sofia now has freshly painted fences and benches. On an October Saturday, the Bulgarian office participated in the Fall edition of “Volunteer Day 2010” – a joint initiative of Bulgarian Charities Aid Foundation and the American Chamber of Commerce. Mihaela, Rumi, Danni, Boris, Stoyan, Kalin and Plamen proved that a little enthusiasm is all you need to get up early in the morning on a Saturday and do something for the community. Talking about doing something for the community – very special recognition goes out to Plamen Gardev Junior, 4 years old, who joined our team and contributed to the cause as well!

Volunteer Day 2010

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At Buchanan Technologies, we begin every new relationship with every employee, partner, and customer by discussing who we are; our values, vision, and direction.

WHO WE ARE

Our Values

Customers Matter We love our customers. We want insanely happy customers. Happy customers are satisfied for the moment whereas, insanely happy customers build lifelong relationships. We over-deliver on our promises. An abundantly satisfied customer is our greatest marketing tool. Abundant satisfaction is a result of trust. Trust is at the heart of every successful customer relationship.

People Matter At Buchanan Technologies, our people are our most valuable asset. We passionately pursue trust relationships with our people and we reward hard work and encourage and enable our people to achieve their goals through Servant Leadership. We celebrate individuality. Each individual contributes differently to build a diverse work environment filled with an abundance of skills, talents, knowledge, and creativity. We encourage lifestyle balance because we all work to live.

Principles Matter We stand on principle and integrity in everything we do. There is no substitute for integrity. It takes years to build and only a moment to destroy. Do the right thing, at the right time, for the right reason.

Community Matters One of our proudest traditions has been our community service. Our employees make a difference through the donation of their time, talents, and resources. We have an obligation to reach out to our communities at large and actively help where help is needed. We can, we do, and we will make a difference.

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Vision is organizing and operating in such a way that we continuously live out our values. The vision at Buchanan is to strive to constantly ask ourselves if what we are doing can be directly tied back to one of our core values; people, customers, principles, and community.

WHO WE ARE

Our Vision

The Preferred Employer

Buchanan Technologies is a place where people grow and thrive. Our culture is simultaneously fun and challenging. We enable and celebrate personal achievement. Our people are equipped for success with knowledge, information and tools. Our company believes in Servant Leadership.

The Preferred Business Partner

Our customers and alliances trust us and we never take that for granted. We deliver transformational services through the technical leadership, innovation, and knowledge capital of our people. We have a stake in every relationship. We share the risk and invest resources to create the reward. Our customers can depend on us to be good stewards of their investment. They know we practice integrity in all of our business dealings.

Our Direction

Direction, these are the short-term, specific and measurable actions, or initiatives, that we take to support our business. * Proactive Employee Communication * Improving Employee-Focused Programs * Servant Leadership Development * Spreading Buchanan Technologies Culture * Developing Empowering Processes We encourage you to actively pursue your personal, financial and career goals. Choose a direction, focus on your goals, and let us help you attain them.

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Upcoming Events US January 20—Wichita Chili Potluck February 2—Groundhog Day February 3—Charlotte Super Bowl Chili Cook-Off February 4—Dallas Super Bowl Chili Cook-Off February 14—Valentine’s Day February 21—President’s Day March 17— St. Patrick's Day March 21-25—Dallas Community Matters Drive April 14—Dallas Deadline to Move April 22—Good Friday April 24—Easter Sunday BULGARIA February 14—Valentine’s Day March 3—National Holiday Bulgaria CANADA February 2—Groundhog Day February 14—Valentine’s Day February 21—Family Day March 14—Commonwealth Day

April 22—Good Friday April 24—Easter Sunday PHILIPPINES February 3—Chinese New Year April 21—Maundy Thursday April 22—Good Friday April 24—Easter Sunday INDIA January 26—India Republic Day March 3—Great Night of Shiva March 19-20— Holi April 16—Mahavir Jayanthi April 22—Good Friday April 24—Easter Sunday