James Muller

Experience

• 

  Marine Corps Recruiting

  Dec 1998 - Dec 2002

  Marine Air Ground Task Force Planner / Branch IT POC

  During my transformative four years with the United States Marine Corps, I cultivated an array of skills that distinctly set me apart in the civilian workforce. The rigorous demands and high-stakes environment honed my abilities to overcome challenging obstacles, lead teams under stress, and meet critical deadlines. My experience instilled a relentless drive and efficiency, making me a valuable asset in any field. Notable achievements include:Critical Decision Making: Compiled vital logistical data for senior military leaders, and operated force deployment systems to efficiently track and manage unit logistics.Technical Expertise: Ensured the timely delivery of daily status reports, addressed PC and software issues, and managed a logistical database of over 3.2 million entries.Global Collaboration: Worked alongside international peers to accomplish time-sensitive projects, showcasing adaptability and teamwork.Innovative Solutions: Developed a budget database for the MARFORPAC G-4 Division, significantly enhancing productivity and simplifying the end-of-year reporting process.Web Master Role: Managed and updated divisional websites on classified and unclassified networks, ensuring accurate and current information.Operational Excellence: Co-authored standard operating procedures for joint logistics command during deployment, earning the Joint Service Medal for outstanding contribution. Show less

• 

  Hawaii Pacific University

  Apr 2003 - Apr 2004

  Senior Education Assistant

  In pursuit of a Bachelor of Science in Business Administration with a focus on Computer Information Systems Management, I joined Hawaii Pacific University as a Senior Education Assistant. This role allowed me to deeply engage with the academic environment while benefiting from significantly reduced tuition. My contributions included:Office Management: Led office operations and supervised a team of two Education Assistants, ensuring seamless daily activities and high service standards.Process Improvement: Analyzed and restructured workflows to eliminate procedural redundancies, resulting in improved efficiency and smoother office operations.Student Services: Assisted in the crucial process of student registration, and tuition collection, and generated daily status reports, contributing to the overall student experience and administrative accuracy.Community Engagement: Acted as a liaison between students and administration, fostering an environment of support and open communication, and ensuring student needs were met with promptness and empathy. Show less

• 

  Kainalu Designs

  Apr 2004 - Nov 2005

  Business Owner | Website Design

  Founded a small business with a focus on providing comprehensive website development, design, and administration services. Key accomplishments include:Business Formation: Successfully established a Limited Liability Company (LLC), navigating the legal and administrative responsibilities of business ownership.Web Development: Developed a commercial website for software distribution, ensuring a seamless and user-friendly digital distribution channel.Graphic Design: Designed graphic logos and page layouts, delivering visually compelling and brand-aligned assets for various web projects.Database Integration: Integrated online human resources services with client websites, enhancing functionality and improving user experience.As a technical consultant, I leveraged my expertise in data analysis and database design to deliver significant improvements in operations and productivity. My contributions included:Database Design and Optimization: Upgraded the STARS Credit Department database, enhancing the team's tracking and order follow-up capabilities. Developed a new database for the Flood Department, automating repetitive tasks and monitoring team productivity.Problem Solving: Identified and addressed critical operational challenges, implementing solutions that streamlined processes and improved efficiency.Technical Expertise: Consistently demonstrated deep technical knowledge and skill, particularly in areas of data analysis and database management. Show less

• 

  Wakelight Technologies

  Nov 2005 - Jan 2007

  Multiple Roles (Executive VIP CSR, Billing Analyst, Logistics Analyst, Asset Management)

  Provided multifaceted support services for the Navy Marine Corps Internet (NMCI) at Camp Smith, servicing two pivotal military headquarters, MARFORPAC and PACOM. Undertook a range of critical roles including Executive VIP Customer Support Representative, Billing Analyst, Logistics Analyst, and Asset Management. Key contributions include:Executive VIP Customer Support Representative:Assigned to support high-ranking officials such as Admirals and Generals within PACOM and MARFORPAC commands.Resolved complex technical issues, installed and repaired hardware and software, and maintained high customer satisfaction for executive clientele.Billing Analyst:Identified and recovered $25,000 in missing revenue from undelivered services, demonstrating keen analytical skills and attention to detail.Fostered close relationships with government contract representatives and developed deep knowledge of service solutions to advise customers and sales teams effectively.Logistics Analyst:Conducted site surveys to assess and fulfill network infrastructure requirements.Managed inventory, coordinated the ordering and tracking of replacement parts, and oversaw project deliveries and asset retirements.Asset Management:Maintained comprehensive records of assets through BART, Tivoli, and CAIT systems.Reconciled discrepancies in asset records with billing data, ensuring accuracy and up-to-date asset management. Show less

• 

  Hewlett Packard Enterprise

  Feb 2007 - Apr 2018

  In a pivotal role as Hawaii Regional Field Leader, I was the primary point of accountability in Hawaii for all IT service delivery and restoration efforts under the NMCI CoSC contract, supporting 23,000 unclassified and classified Navy and Marine Corps workstations. My leadership ensured seamless access for Executive VIPs and Command and Control (C2) war fighters to critical data, services, and applications globally. Key responsibilities and achievements include:Strategic Leadership: Directed a comprehensive team of Service Delivery Leaders, Site Operations Managers, Queue Managers, CSRs, network and infrastructure engineers, information assurance representatives, and project managers.Service Excellence: Accountable for meeting Service Level Requirements (SLRs) for enterprise Maritime Operations Centers (MOCs) C2 user support services, overseeing processes and procedures to ensure high standards of service delivery.Crisis Management: Acted as Area Commander during crises, disaster response, and business continuity planning, facilitating communication across all teams, conducting employee accountability, and managing critical resources effectively.Command and Control Support: Ensured that Executive VIPs and C2 war fighters had ubiquitous access to their data, services, and applications from anywhere in the world, reinforcing the strategic capabilities of Navy and Marine Corps operations. Show less Elevated to oversee a larger scope of operations, I led a diverse team of 31 IT professionals, later expanding to include 8 more, responsible for supporting over 18,500 workstations across multiple naval commands. My leadership was instrumental in driving performance, enhancing service delivery, and fostering a culture of continuous improvement. Key accomplishments include:Operational Leadership: Managed a large and diverse IT team, ensuring high-quality support for an extensive network of workstations, significantly impacting the Naval Station's operational effectiveness.Strategic Vision & Team Alignment: Crafted a forward-looking site vision, aligning and motivating the team towards achieving both individual and collective goals through effective leadership and performance management.Recognition & Performance: Under my leadership, Pearl Harbor was recognized among the top 5 performing sites in the Navy and Marine Corps enterprise. Subsequent to taking leadership at Kaneohe Bay, it was listed in the top 5 most improved sites.Business Process Development: Developed and refined enterprise business processes, contributing to the implementation of innovative IT pilot programs that showcased HP's alignment with client missions.Amazing People Recognition: Received recognition as one of HP's "Amazing People" for a coordinated response to restore IT services and support, culminating in a two-day feature in Cupertino, California, to highlight the achievements and dedication of HP employees. Show less Tasked with a critical temporary mission, I led the Philadelphia Site Group with a focus on revitalizing customer satisfaction and overseeing the transition to new leadership. My tenure was marked by a strategic and hands-on approach that significantly lifted the team's performance and service quality. Key accomplishments include:Rapid Customer Satisfaction Improvement: Elevated overall customer satisfaction by 14% to an impressive 94.6%, reflecting the team's commitment to service excellence and my leadership in fostering a customer-centric culture.Performance Metrics Enhancement: Spearheaded initiatives that resulted in substantial improvements across all Local Base Operations (LBO) metrics:LBO First Contact: Increased by 15% to 95.9%LBO Professionalism: Increased by 10.9% to 97.9%LBO Time to Resolve: Increased by 30% to 93.5%Leadership Transition Support: Played a pivotal role in stabilizing the site's operations and mentoring the incoming leadership, ensuring a smooth and successful transition without compromising service quality. Show less In a pivotal leadership role at Camp Smith, I spearheaded the IT team supporting two high-profile Pacific Headquarters Commands (PACOM & MARFORPAC). Leveraging my military background and extensive experience in customer support, I effectively aligned the team to achieve exceptional results in service delivery. Key accomplishments include:Customer Satisfaction Leadership: Instrumental in propelling Camp Smith to be recognized as the #1 Site Group enterprise-wide in customer satisfaction. Achieved record-high Customer Satisfaction (CSAT) scores for overall satisfaction and all site-controlled metrics.Operational Excellence: Implemented strategic initiatives that significantly improved time to resolve issues, customer-first contact resolution, and professionalism, setting a high standard for service delivery across the organization.Team Alignment & Development: Utilized in-depth experience from the Marine Corps and previous roles to mentor and guide the team, fostering a culture of excellence and continuous improvement in support of critical military operations. Show less

  • Hawaii IT Regional Field Leader

    Apr 2011 - Apr 2018

  • Service Delivery Leader: Pearl Harbor | Hickam AFB | Kaneohe Bay

    Jan 2009 - Apr 2011

  • Service Delivery Leader: Philadelphia Site Group

    Jul 2008 - Dec 2008

  • Service Delivery Leader: Camp Smith

    Feb 2007 - Jul 2008
• 

  Hawaiian Airlines

  May 2018 - now

  In my role, I've led significant technological innovations and team growth initiatives. My leadership has consistently resulted in high performance and notable achievements, particularly in advancing technology integration and IT modernization. My key contributions include:Technological Leadership: Championing the integration of Extended Reality (XR) and Artificial Intelligence (AI) to enhance operational workflows. Led a cloud-first strategy to deploy Microsoft Intune and Autopilot, setting the stage for future-forward infrastructure like Azure Virtual Desktops.Strategic Project Management: Leading the development of our Intenal Chatbot project, a transformative AI initiative poised to streamline internal communications. Executed mobility refresh projects with precision, culminating in the smoothest rollouts for EFB, TRAX, and Loadplanning systems, applauded by the Flight Ops business group.Mentorship & Team Development: Implemented a mentorship program that fostered a culture of continuous learning, increasing our team's agility and bench strength across technologies, and ensuring preparedness.Operational Excellence: Leading the transition to Windows 11 readiness through strategic Zero Touch Deployment Initiatives using modern management tools, enhancing system reliability and user experiences.Innovative Solutions: Modernized collaboration spaces with Microsoft Teams & Teams Rooms enhancements. Positioned Intune as the primary MDM for 2024.Professional Development: Advocated for continuous learning, achieving several advanced certifications in emerging tech.My role extends beyond managerial duties, encompassing strategic planning, innovative solution deployment, and nurturing a team that is highly engaged and invested in their professional growth. I've been recognized as a mentor and role model, striving to elevate those around me while contributing significantly to Hawaiian Airlines' reputation as an innovative and growth-oriented enterprise. Show less As an IT Project Manager at Hawaiian Airlines, I led over 100 global site projects, aligning with stringent timelines, budgets, and quality standards. Instrumental in driving technological advancement and strategic business objectives, I was recognized for exceptional performance, reflecting a dedication to process optimization, stakeholder engagement, and tech integration. Standout achievements include:Project Management: Coordinated 55+ IT/CRE site projects annually, delivering vital IT services and applications on time and within budget, key to Hawaiian Airlines’ growth and excellence.Process Optimization: Enhanced project protocols, increasing efficiency, and reducing costs. Spearheaded the adoption of Microsoft Teams, streamlining company-wide communication and collaboration.Innovation & Tech Integration: Central in the deployment of new Kiosk technology, including linerless bag tags, establishing industry standards for sustainable service.Crisis Response & Tech Deployment: Actively supported the company’s COVID-19 response by deploying remote work tools and establishing a robust knowledge transfer ecosystem, ensuring business continuity and resilience.Knowledge Transfer: Implemented a Knowledge Transfer framework with training materials to enable seamless transitions and maintain service excellence.My role culminated in a promotion to managerial status, where I persist in leveraging technology to refine business processes and improve user experiences. My efforts have carried the ethos of innovation, efficiency, and strategic support into leading the IT Engineering - End User Services team, propelling further technological advancements and operational efficiency at Hawaiian Airlines. Show less

  • Manager - IT Engineering - End User Services

    Sept 2020 - now

  • IT Project Manager

    May 2018 - Sept 2020