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Service Management

Monterey, California, United States
April 12, 2018

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Richard F. Muller

*** ****** *** ● Pacific Grove, CA 93950 ● 559-***-**** ●

February 8th, 2018

Re: Richard Muller - Value proposition for BlueLine: IT Operations Analyst Role

Thank you for the opportunity to submit my expression of interest and qualifications for this position. My background and experience make me a very strong match. Specifically, my roles with the Department of Defense, KLA-Tencor and DHL Worldwide Express entailed oversight and direct responsibility providing operational and technical leadership for Incident, Problem, Service Portfolio and Supplier Management and Major Change & Release Management functions to global teams supporting large scale, enterprise IT services serving millions of customers and partners.

I also have a proven track record of developing and implementing Service Management related KPIs, Balanced Scorecard Metrics, Monthly Management Reporting/Presentations and real-time Service Management Dashboards that resonate with Executive Leadership (please see work samples attached below).

My core competency and experience summary includes executive management and hands-on leadership in:

IT Service Management – ITIL (Global Enterprise Scale): Proactive Problem Management, Major (Critical) Incident Management, Change & Release, Service Asset & Configuration Management, Capacity/Demand and Performance Management, Service Level Management. Data Center & NOC Operations Management.

Business Continuity, Crisis Management and Disaster Recovery – Resilience, Recovery, Contingency: IT Service Availability, DR Architecture, Business Impact Analysis, Continuity of Operations Planning & Execution

Strategic Vendor / Supplier Management: Infrastructure and Global Telecom related

Large Scale IT Project / Program / Portfolio / Governance: Agile, PRINCE2, Lean Six Sigma, COBIT

Organizational Change Management, Team Building / Leadership Development and Training

Opex Planning / Capex Planning & Investment Control / Asset Lifecycle Management

My extensive experience as an IT Leader in high tempo, high transaction, Enterprise computing environments, partnered with the discipline, accountability and initiative gained during 10 years of Military service allows me to get the job done while consistently projecting a sense of urgency and presenting a professional and motivational "whatever it takes" attitude.

I can confidently promise to deliver the same type of results for your organization, and I look forward to discussing this or other related opportunities with you at your convenience.


Richard F. Muller Encl: Résumé, Work Samples

NB: In addition, I am certified in ITIL, PRINCE2, Six Sigma (Green Belt) and hold a current Security Clearance.

Portfolio URL:

Richard F. Muller

136 Forest Ave. Pacific Grove, CA ● 559-***-**** ●

Executive Summary

“A results-driven, versatile IT leader with a passion for Service Excellence.”

Over 20 years of expertise in the analysis, planning, design, implementation, management and support of IT Services, Systems, Networks and Data Center Operations. Experience includes Professional Services and Service Delivery consultancy roles in large scale IT Outsourcing and Global Infrastructure environments in private, public and government landscapes, as well as senior management leadership roles in multi-national Enterprise Corporations.

Leadership and Business skillset complimented by proficiency, certification and depth & breadth of experience in IT Service Management, ITIL and Project Management disciplines at both the tactical and strategic business level from both the provider and customer facing perspectives.

Proven ability to effectively lead, mentor and communicate with technical and non-technical personnel from junior operators to C-level executives. Adept at bridging cultural challenges with all business partners, customers, suppliers and colleagues – have worked extensively in Europe, SE Asia and the Middle East.

Summary of Core Competencies

IT Program / Project Management

• Experience managing programs, projects & global

initiatives >$10M. Training, certification in Prince2/PMI.

• Large scale PMO and Organizational Change Mgmt.

IT Service Management -- ITIL

• ITIL certification & expertise in process architecture

implementation within global enterprise organizations.

• Development of KPI's, Balanced Scorecard Metrics

and real-time Service Dashboards that resonate with

Senior Management and Executive Leadership.

• Service Level Management with “teeth” (SLA’s, SLR's,

OLA’s and UC’s). Negotiation and compliance

management with external and internal Customers.

Strategic Vendor / Supplier Management

• Global Infrastructure & IT Services: Vendor

Selection Process, Procurement Lifecycle, Negotiation

and Mgmt. of Service Level Agreements and Contracts.

• Depth of experience w/ Outsourcing & Managed

Services, managing large MSP contract Vendors.

Operations / Infrastructure

• Global Network Operations / Data Center Services:

Management of geographically distributed, cross

functional, remote teams and infrastructure.

• Service Desk / Incident / Problem / Change /

Configuration & Release Management.

• BIA / Business Continuity and Disaster Recovery.

• Fault / Event / Application Performance Mgmt.

Global Implementation

• Enterprise Tier-3 & 4 Data Center & NOC: Justification,

Design, Migrations, Consolidations and Centralizations.

• Availability Management and Capacity Planning.

• Strategic Roadmap Planning / Global Service Delivery

& Implementation. Ultra-High Availability Design.

Governance Frameworks

• End-to-end Service Delivery & Support Models

for complex technical solutions. Lean Six Sigma/ISO


Industry Experience & Representative Accomplishments

Defense Manpower Data Center (Department of Defense) November 08 – Current

Deputy Director - Enterprise Processes and IT Service Operations Digital Management, Inc. 2012-Current

Senior Operations Manager HP Enterprise Services 2008-2012

Work across geographical and organization boundaries to lead IT Service Management and IT Operations for DMDC CIO/IT Operations, who provides central and authoritative information regarding personnel, manpower, training, and security data for the Department of Defense to over 42 million customers. Leading direct and indirect reports, responsible for leading a wide range of strategic, operational and managerial activities of Systems/IT Division, including process ownership and oversight of Enterprise Production Support, Global Change and Configuration Management, Root Cause Analysis, IT Asset Management and Service Level Management. Perform both oversight and business process advisory functions for Service Desk, Incident & Problem, Capacity, Availability and Risk Management / Business Continuity architecture.

Richard Muller – Page 02

Manage and empower teams comprised of functional and technical resources to sustain operations and implement value-add services while meeting agreed upon SLAs. Meet regularly with senior client leadership and executive management to champion business intelligence initiatives and align project roadmap with strategic objectives. Responsible at an executive account level for producing the messaging, content and delivery of the Monthly Service Review meeting deliverables for the DoD agency (DMDC) and the GSA Contracting Office. Selected accomplishments:

Developed a Student-Intern program, partnering with department heads at CSUMB and others in order to provide staff augmentation through direct student mentoring and engagement. Business Benefit: Provided a ready reserve pool of talented, qualified resources to shorten the hiring lifecycle and provide personnel who are already experienced with clients cultural and IT operating environments.

Spearheaded major initiative to consolidate and focus the Major Incident Management function, which had been a distributed collateral duty for senior staff for 15+ years and was fragmented across several contractors. Hired, trained and cross trained staff to perform in both the Incident/Problem roles as well as provide operational continuity for Change, Asset, Release and other core functions. Business Benefit: Line Management staffs were unburdened from a significant resource intensive collateral duty and could refocus on their Team functions. Long term trending for both volume and severity of Major Incidents showed empirical downward trajectory and achieved record low levels from Q2/2015 onward. Stood up an Incident Command Center, providing real time fault/event/performance management as well as proactive incident detection, which is conducted on a 24x7 basis without labor cost increase utilizing leveraged resources.

Harmonized service delivery and support functions, which were fragmented and stove-piped across multiple contract and organizational boundaries throughout the Enterprise. Business Benefit: Results led to radically improved KPI’s including: improved On-Time Delivery for Change Orders, Service Availability and Mission-Critical Application uptime and Incident Lifecycle response time, along with measurable decrease in the rate of avoidable knowledge based/execution errors.

Collaborated with Deputy Director of DoD organization to deliver Key Performance Indicator reporting and Executive Dashboards metrics in support of monthly contract performance review deliverables. Business Impact: Replaced ineffective measurement methods and low level operational metrics with actionable decision support data and other performance health indicators to add business value that resonated with executive Pentagon Leadership.

Jlamarie Business Solutions August 2005 – November 2008

Principal Architect, IT Infrastructure Planning & Implementation

Evaluated long term needs of clients systems as related to computing services, security, networking and business continuity and provided ITIL maturity assessments and ITSM Gap Analysis. Executed innovative strategies to optimize service delivery and support while negotiating cost effective service contracts and support agreements with third party suppliers.

Implemented Core ITIL Processes and PMO governance processes for Multi-National Corporations, significantly improving IT / Business alignment. Service Desk, Incident & Problem Management, Change Management (including CAB, CRB & ARB's), Configuration & Release, Availability & Capacity Management and Service Level Management.

Proven track record and acquired history in building and managing value-added relationships with service providers to ensure the best possible pricing and service quality in an international, multi-vendor arena. Including Service Level Negotiation / Management (ITIL framework), negotiating, implementing and managing RFI/RFQ/RFP's, Operational Escalation, Capacity Planning, International Service Provisioning, Vendor Interoperability, Contract and SLR/SLA negotiations, and Annual contract & Rate Reviews.

KLA-Tencor Corporation April 2003 – August 2005

Director, Global Network Infrastructure / Data Center Services

Provided leadership and guidance to staff of 45 who were responsible for all aspects of service delivery and support, including Data Center services, engineering, implementation and operations. Lead budget planning, forecasting and management (25M operational plus capital budgeting for strategic enterprise projects & initiatives). Worked across the 6,000 employee organization to develop and implement initiatives that enabled vertical business units through strategic technology solutions. Global foot-print covered 23 countries in Asia, Europe and U.S. via Data Centers providing all services to R&D, Sales and Offshore Development offices. Chaired Architecture, Change Review and PMO Boards.

Pioneered development of a Service Catalog, pricing models, planning and implementation to enable trusted 3rd party Extranet connectivity with multi-billion dollar strategic trading partners (Cisco, HP, Toshiba, Nike, Sun) for B2B logistics. Business Benefit: Decreased Time to Market and improved production by reduced cycle times ranging from 15%-45% across all areas, utilizing Lean Six-Sigma tools and an IT balanced scorecard process to measure organizational performance.

Developed business justification and project managed Global Call Center centralization initiative, using VoIP transport. Business Benefit: Enabled offset of 18 FTE’s, and saved $1.2M per year, in addition to toll bypass savings.

Richard Muller – Page 03

DHL Worldwide Express May 1995 – February 2003

Director, Global Engineering and Implementation

Senior Manager, Global Operations

Received progressive promotions in senior management positions chartered to manage and grow DHLNET (Global Enterprise Network for DHL Worldwide Express), serving over 60,000 internal customers in 240 countries.

Lead the planning and objective setting for all divisions within Network Services ($45M Operating/Capital and $150M International Telecom). Managed direct & indirect reports comprised of line managers, program managers, architects, engineers and analysts at Regional Data Centers in San Francisco, Scottsdale, London, and Kuala Lumpur. Advised and influenced customers and clients regarding the delivery, cost, availability and functionality of products, services and systems. Developed and implemented innovative strategies to optimize ITIL service delivery and service support across the organization utilizing defined metrics packages and balanced scorecard processes to measure performance.

Selected accomplishments:

Project Manager for several core Service Delivery & Design work streams of a $14M initiative to enable consolidation and migration of all Network and Data Center computing services in North, Central and South America into a new Global Data Center in Scottsdale, AZ. Business Benefit: Exceeded projected ROI savings of $30M over 5 year period.

Program Manager of an $8M Network Operations Center project implementation in Kuala Lumpur, Malaysia. NOC was built within the Multi-Media Super Corridor after an 18 month project life cycle which integrated people, technology and process and included contractual responsibilities working with Malaysian government officials and regional suppliers. Business Benefit: This enabled true follow-the-sun global coverage and support of DHL’s global production network while facilitating Asia-Pacific regional Data Center consolidation, resulting in recurring savings of >$2M per year in labor cost reductions.

Military Experience

United States Coast Guard (Telecommunications MOS) Various Field Locations: 1985 - 1995

Operated jointly with U.S. Customs, DEA and INS in performance of Law Enforcement, Search & Rescue and Counter-Narcotics Operations. Played a substantial role in the deployment and effectiveness of ‘C4ISR’ Information Systems (Command, Control, Communications, Computers, Intelligence, Surveillance, and Reconnaissance) at the District, Area and Headquarters level. Awarded individual Coast Guard Achievement Medal in 1994.

Security Clearance / Professional Development / Education

● Security Clearance: Top Secret-SCI Clearance granted and retained for duration of active duty service. Currently hold active Secret Clearance with standard access, issued by Department of Defense in 2008, upgraded with SBI in 2012.

● ITIL: Foundation & Practitioner Certification in Service Level Management, Service Delivery & Service Support.

● Project Management: Prince2 (Practitioner Level). PMP Certification in progress (Vetted by PMI and approved for PMP exam).

● Management Action Program Certification {MAP Consulting} / Advanced Financial Analysis & Capital Budgeting {AMA}

● Information Systems Management, equivalent of BS/BA degree; U.S. Coast Guard Institute (USCG "A" & "C" Schools),

combined with exportable civilian CEU’s acquired during formalized onsite training and military correspondence courses.

Publications / Press

Featured in Internet Week magazine, while at DHL Worldwide Express, profiling a case study with JaalaMTechnologies / Apparent Networks (now known as AppNeta), involving beta testing and early adopter pilot for one of the first Network Performance & SLA Compliance Management products for Cloud Based Services. Link to: Article/Press Release

Professional Affiliations

IT Service Management Forum Member ● Former Member: AT&T Global Customer Advisory Council

Project Management Institute: National & Bay Area Chapter Member

LinkedIn Profile:

Beyond Portfolio:

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