Michael Muller

Experience

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  Staubach & Associates

  May 2008 - Jan 2009

  Business Development Manager

  • Researched new business opportunities and cold called business personnel resulting in acquisition of 3 new clients • Negotiated fee agreements with outside business executives• Improved and maintained new business processes, filing system, and company database

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  New Jersey State Senator Leonard Lance

  May 2008 - Aug 2008

  Office Intern

  • Managed constituent communication. Served as liaison between Senator and constituents • Maintained organization and accuracy of outgoing communications

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  First Investors Corporation

  May 2009 - Aug 2009

  Finance Intern - Team Leader

  • Managed and motivated a team of 6 interns to successfully complete daily/weekly responsibilities• Evaluated stock market and developed short term investment strategy for market simulation• Researched and presented material concerning finance, life insurance, and current issues relating to business

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  Johnson & Johnson

  Jul 2010 - Jan 2011

  Supply Management Co-Op

  • Analyzed products with low supply that caused customer service issues in order to create business case for, and facilitate implementation of, new Supply Management Allocation Strategy Pilot, which improved business decisions, order fill rates, and customer satisfaction• Owned approval process for selling short dated products, instituted screening process to ensure SOX and policy compliance, and reduced system errors by 25% through procedure upgrades and proactive training of stakeholders• Aligned key stakeholders of product re-work process in order to create formalized process flow which helped to facilitate communication, ensure procedure compliance, and provide early visibility for Supply Analysts• Consolidated monthly metrics of Supply Logistics departments, and developed new, more actionable metrics• Automated reporting procedures to reduce completion time by 50% and drastically reduce margin of human error Show less

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  IBM

  Jun 2011 - Aug 2011

  CRM Consulting Intern

  • Created CRM Assessment Methodology Toolkit to leverage IBM’s underutilized intellectual capital, increasing the speed, ease, and consistency of delivering CRM assessments to clients and responding to government requests for proposals• Customized CRM Capability Maturity Model tool to assess healthcare client’s needs compared to industry best practices• Developed and presented workflows, use cases, and GUIs for State Client’s unemployment insurance modernization system

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  IBM

  Mar 2012 - Apr 2018

  Continuous Process Improvement Team Lead – Department of Defense IT Organization• Utilized LSS and Agile tools/methods to manage team of five consultants and running portfolio of 10 projects resulting in: o Reduction of defective Above Standard request packages by 27% (9/27 to 1/16) and overall lead time by 50% o Design and implementation of LMS to identify impediments and manage migration of 60,000 users to Windows10 o Development of Division’s vision, mission, and measurable goals derived using Design Thinking methodology o Design and deployment of Customer Engagement Model, and improvement of model utilization from 37% to 70%• Led CPI project through DMAIC lifecycle resulting in reduction of ticket queue volume by average of 2,800 tickets (25%)• Armed leadership with clear, empirical data to drive quick decisions regarding new issues impacting daily operations• Enhanced content, automated key parts of daily metric compilation, and streamlined the process to deliver more actionable metrics to executive leadership on daily basis requiring ~33% less FTE hours per day (saving >1,000 FTE hours/year)• Co-managed creation and delivery of 40hr LSSGB training for 12 consultants, led DMAIC/LMS training for 35 new hires• Co-led effort through Project Management lifecycle to develop functional online Services Catalog by conducting working groups across org functions to define unknown content, establishing business rules, and developing engineering requirements Show less O&M Queue Management Lead – Global Humanitarian Organization• Led QA and implementation of formal Queue Management, created procedures and standardized data reports, trained >200 practitioners, eliminated excess queues, and ran weekly meetings to improve ticket prioritization and accountability, reduce weekly ticket defects by 60% (~50 to < 20), and improve count of ticket response/resolution SLAs achieved by 10%• Facilitated change from Remedy to ServiceNow and worked with ITSM Team to launch self-service portal, automate SLA calculation procedures, establish process for previously unmeasurable SLAs, set up SLA alert notifications, organize parent/child relationships, and improve customer resolution notifications and ticket defect identification• Led 24x7 Major Incident Management for global operations by facilitating issue resolution, compiling customer communications, managing root cause analysis, and continually improving the entire process reducing it from 19 steps to 13• Managed special projects for Service Desk, ensuring KM updates, SD training, and customer communication to reduce surge Show less

  • Managing Consultant - Continuous Process Improvement Team Lead

    Mar 2016 - Apr 2018

  • Senior Consultant - O&M Queue Management Lead

    Mar 2012 - Mar 2016
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  Wunder Mobility

  Nov 2018 - Mar 2021

  Agile Coach

  • Stood up and lead the Agile Chapter at Wunder as part of the Engineering Leadership Team while the company grew from ~80 to >180 people• Lead transition of each Product & Engineering team to a Scrum or Kanban process based on respective needs, implementing all Scrum ceremony best practices or a physical/digital Kanban board with Pull Criteria, WIPCAPs, and Doing/Done columns• Instilled a continuous process improvement mindset supporting 4 concurrent engineering teams as their sole Agile Coach, facilitating or driving team ownership of Daily Standups, Retrospectives, Engineering Reviews, Refinements, and Sprint Planning Sessions as needed• Co-lead implementation of recurring Team Health Checks across Engineering to help both leadership and individual teams to better understand team pain points and to focus and align improvement efforts • Stood up 4 Communities of Practice meeting regularly to increase collaboration and learning across engineering teams on key topics bridging different business units• Designed and facilitated workshops to improve quality assurance and release processes for specific teams, and one for a brand new product line, co-creating personas, stakeholder requirements, and feature prioritization• Lead full-day Engineering Culture Workshops for 29 people resulting in clear best practices and measurable goals co-created by each team• Created and facilitated trainings for 50+ people throughout the company on Kanban, Lean, and Mobility, and a more comprehensive Kanban Development Workshop for teams to better understand and design their own processes Show less