Project Manager Customer Service

Joshua E. Mueller, MBA

**** ****** **** ******, *********, CA 91302 – 805-***-**** – ******.****.*******@*****.***

Summary of Qualifications

• 18+ years as an information technology expert with the unique ability to quickly understand business problems

and present deeply technical solutions in a business-friendly and user-friendly manner.

• 16+ years Database & Software Development (14+ years Microsoft SQL & Web Development experience).

• 8+ years CRM & ERP experience (5+ years Microsoft Dynamics experience).

• Ability to effectively prioritize and execute tasks in a high pressure environment.

• Very strong analytical, interpersonal, and written communication skills.

• Highly self-motivated, self-directed and attentive to detail.

Experience

Nationwide Medical, Inc. – leading provider of medical supplies and equipment for sleep apnea/CPAP patients

Director, Information Technology

2013 to Present

Modernized the company’s core technological foundation enabling sophisticated business intelligence and data integration

solutions that streamlined and automated numerous core business processes.

• Consolidated three office suites, warehouse and storage locations into a single dedicated 40,000 sq. ft. building,

including all new wiring, switches, router, firewall, blade enclosure, servers and integrated SAN.

• Replaced legacy phone system with on premise ShoreTel VoIP solution with Enterprise Contact Center (ECC)

leveraging enhanced real-time monitoring and historical reporting for all critical inbound customer service reps.

• Architected and implemented a data warehouse solution that extracts pertinent information from the company’s

Brightree online patient management system and merges the data into a Microsoft SQL database.

• Led the integration between Brightree sales orders and UPS, FedEx, and USPS shipping software automating the

input of shipping addresses and tracking information for 500 – 1,000 orders/day. This previously manual process

required 3-4 full-time employees prior to the integration and only one person part-time afterwards.

• Developed custom solution to extract data from various vendor reports and automatically create notes on

patients’ files via .Net web service APIs eliminating the need for dedicated data entry personnel.

PC Mall – Nasdaq: MALL – a $1.5 billion a year marketer of high-technology products, services and solutions

Sr. Project Manager/ Solutions Architect

2011 to 2013

Unified and aligned key stakeholders and business leaders among multiple internal companies, brands and divisions.

Pioneered world-class process improvements following industry best-practices within the information technology

organization. Implemented key processes and procedures driving towards a continuous development environment.

• Led the company’s Microsoft Dynamics CRM 2011 implementation team including analysts, developers, testers,

technical writers and application support personnel in the United States, Canada and the Philippines.

• Set the foundation for the CRM implementation by training and educating key directors, vice presidents and

other subject matter experts and super users by conducting numerous training seminars and working sessions.

• Architected, designed and procured over $1 million worth of HP hardware.

• Architected a streamlined process allowing users to submit their “stories” from within the CRM application,

dynamically fed into Microsoft Team Foundation Server (TFS) for a technical project manager to review.

• Created strict project and process guidelines combining Microsoft’s Agile Framework and their SureStep

methodology for Dynamics implementations.

• Architected an agile application build process using Kubisys ThinCapture, Microsoft Dynamics CRM and

Microsoft TFS where each team member gets their own virtual “sandbox” refreshed with the latest master code

solution on a regular basis.

• Pioneered the adaption of the standards-based Business Process Modeling Notation (BPMN).

• Architected and led the development of an automated Microsoft Dynamics CRM workflow process leveraging

Bing Maps for low cost address validation.

Independent Contractor – various contract and charitable work completed within the community

Independent Contractor…..

2010

to 2011

Performed organizational assessments, gathered requirements, prioritized projects, trained and developed staff, and

provided recommendations in the areas of technology, finance and marketing.

• Served 3 month contract as the Director of Information Services and Technology Planning at La Reina, a private

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Joshua E. Mueller, MBA

4344 Willow Glen Street, Calabasas, CA 91302 – 805-***-**** – ******.****.*******@*****.***

local high school. Performed initial needs assessment and staff evaluation to aid in the development of the first

20 year master site plan. Unfortunately, the contract was unable to be extended due to low student enrollment.

• Worked with local Chiropractic firm on market expansion possibilities with their occupational testing products.

• Performed system troubleshooting and repair for local antique gun collector.

• Assisted in landscaping project to revitalize the front entry to the Thousand Oaks YMCA.

• Successfully wrote and received funding for two Rotary International grant projects:

1) A $50,000 project to provide pathology, radiotherapy, specialized laboratory studies, and blood bank for

up to 20 patients at the Castro-Limon Pediatric Oncological Center for Children in Tijuana, Mexico.

2) The club’s first $20,000 reverse grant, to distribute Flu, Hepatitis A&B, Tetanus/Diphtheria/Pertussis,

and other CDC recommended vaccines to migrant workers serving the Thousand Oaks community that

cannot afford or gain access to these vaccines through other means.

National Academy of Sports Medicine – market leader in personal trainer certification and education

Director, Information

Technology 2

006 to 2010

Planned, directed, managed and oversaw all information strategies, technologies, activities, software, websites and

operations organization-wide. Managed custom program development, ecommerce and website enhancements, real-time

data reporting, and systems integration. Standardized and supervised IT help desk, IT procurement, system admin,

network admin, and telecommunications. Developed and maintained disaster recovery/business continuity plans.

Performed marketing list management, search engine marketing, and landing page/conversion optimization.

• Developed technology department strategy and directed the execution which was instrumental in the 2009

acquisition by Assessment Technologies Institute, the nation’s leading provider of nursing education, at 10 times

EBITDA or 1.5 times Revenue.

• Led organization-wide implementation of Microsoft Dynamics CRM & GP: enterprise-class technologies for

Finance & Accounting, Enterprise Resource Planning, and Customer Relationship Management, with secure real-

time integrations to the ecommerce, content management, and learning management systems.

• Spearheaded sophisticated learning management system implementation and integration to Dynamics CRM that

processed more than 20,000 enrollments and 10,000 personal trainer certifications annually for partners like 24

Hour Fitness, Bally Total Fitness, Gold’s Gym, and Town Sports International.

• Led the third edition technical release of the flagship certification course, expanding beyond the original

textbook, study guide and live exam, to also include DVD, iPOD, mp3, and online content.

• Architected and led the development of a custom payment application integrating Microsoft Dynamics CRM and

PayPal (including recurring payments). This process was later extended with Scribe integrations to Dynamics

GP. The solution enabled NASM to offer a 3-payment option on any purchase over $500 and collect tax,

shipping, and 1/3 payments upfront, and significantly limiting risk. The added functionality slightly increased

sales, but the real benefit was a significant decrease in declines and bad debt due to the automated e-mail

messaging enhancements identified in early troubleshooting.

• After integrating Google Analytic data into Dynamics CRM, subsequently completed audit of managed online

paid advertising program, and found significant missed opportunities resulting in bringing the program back in-

house. Implemented best-practices and began to optimize landing pages. Subsequently grew online paid

revenue by 172% and ROI by 308% in 6 months.

• Promoted from Manager to Director in 12 months.

NovaStor – develops and markets data protection and availability software

Product Manager / Project

Manager 2005 to

2006

Conducted competitive analyses, gathered requirements, helped define product vision and strategy, and worked with

engineers to execute that strategy. Set deadlines, assigned responsibilities, monitored and summarized progress for

marketing and technology projects. Provided troubleshooting and training to key clients, resellers and partners like HP,

Pioneer, Sony, Sun Microsystems, Ulead, and Unisys.

• Spearheaded technology modifications and rebrand of partner Yosemite Technologies’ flagship Enterprise

Backup product as NovaStor’s NovaNet product. Worked closely with key customer’s to troubleshoot the

application, find solutions and/or report the identified issues to the development teams for multiple releases.

• Selected to lead the company’s implementation, administration and training for Netsuite’s online Finance,

Accounting, Enterprise Resource Planning (ERP), and Customer Relationship Management (CRM) system

within the first 12 months. Worked closely with employees at all levels of the company mapping their processes

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Joshua E. Mueller, MBA

4344 Willow Glen Street, Calabasas, CA 91302 – 805-***-**** – ******.****.*******@*****.***

from the legacy systems to the new one. Successfully completed the migration and automation of sales, support,

shipping, accounting, and finance departments within 3 months.

• Product managed three disaster recovery/business continuity products (Enterprise, Personal, and Web Backup)

through multiple software development release cycles – each with over $1 million in annual sales.

eSellSolutions – consultants specializing in ecommerce and web application development

Principal Consultant/Lead

Developer 2000 to

2005

Architected and developed online content management, delivery, testing, and fulfillment web applications. Performed

quality assurance testing and monitoring. Provided client training/support, product change recommendations, and

requirements documentation for start-up, turnaround and high-growth clients. Emphasized bringing brick and mortar

businesses online, automating key business processes, and capitalizing on niche opportunities to enhance their competitive

market position.

• Architected and developed web-based solution that processed applications, ran promotions, managed transactions

(including inventory) and tracked statistics for over $35M (peak annual revenue) AT&T Wireless, T-Mobile and

Verizon wireless wholesale products delivered to thousands of retail dealers throughout the United States. This

enabled our client to scale their business while significantly reducing market acquisition, staffing, and other

overhead costs thus allowing them to provide a faster, better service at a fraction of the cost.

• Performed quality assurance, client training and support, product change recommendations and requirements

documentation for preview and release versions of the first 100% Java web content management platform. This

allowed our client Versifi enough marketplace traction that Reef Technologies, an Internet infrastructure software

company based in Belgium, acquired them for $45 million in 2000.

• Architected and developed an ecommerce enabled online content and testing website for the Pole Vault Safety

Certification Board (PVSCB). This site allowed our client the ability to provide information and testing to pole

vault athletes and coaches nationwide. Today, due to the strong support of USA Track & Field (USATF), many

juvenile athletes are required to be PVSCB certified in order to compete.

• Became a partner within 12 months of being hired as an intern.

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Joshua E. Mueller, MBA

4344 Willow Glen Street, Calabasas, CA 91302 – 805-***-**** – ******.****.*******@*****.***

Education

Executive Masters in Business Administration, Pepperdine University – Malibu, CA

B.S. in Business Administration, Cum Laude, California Polytechnic State University – San Luis Obispo, CA

Certifications

Certified Product Manager, Pragmatic Marketing

Oracle Certified Professional (Passed Exam 1: PL/SQL)

Certified Personal Trainer, NASM

Corrective Exercise Specialist, NASM

Performance Enhancement Specialist, NASM

Rescue SCUBA Diver, PADI

Open Water SCUBA Diver, NAUI

Affiliations

Founding Member, Alpha Kappa Psi, Phi Rho Chapter

Supporter, Juvenile Diabetes Research Foundation

Supporter, Stepping Stones Riding Program

Supporter, Make-A-Wish Foundation

Supporter, Special Olympics

Supporter, YMCA

Skills

Accreditation & Regulatory Compliance (NCCA, JCAHO, HIPAA, SOX)

Anti-Virus, Back-Up, and Security (Microsoft, Symantec, CA)

Business Process Improvement/Continuous Improvement

Customer Relationship Management (Microsoft Dynamics CRM, NetSuite, Brightree)

Data Extraction, Translation, Migration & Integration (Dynamics Connector, Scribe Insight, SQL, SSIS)

Database Design & Development (Microsoft SQL, Oracle, Sybase, MySQL)

Domestic and Offshore Staff Management, Training, Development & Recruiting

eCommerce/Online Payment Processing (Authorize.net, PayPal, CyberSource)

Enterprise Resource Management (Microsoft Dynamics AX & GP, NetSuite, Brightree)

Learning Management (Blatant Absorb LMS, Blackboard, Moodle)

Microsoft Windows, Office (Word, Excel, PowerPoint), Project, Visio

Product Management / Project Management / Program Management

Requirements Gathering & Documentation, Quality Assurance, Testing and Monitoring

Routers, Switches and Firewalls (Cisco, Dell, HP, Juniper, WatchGuard, SonicWall)

Search Engine Marketing & Conversion Optimization (Google Adwords, Analytics, Website Optimizer)

Software Development (ASP, ASP.NET, C, C++, C#, CSS, Python, JavaScript, Visual Basic, VB.NET)

Software Development Lifecycle Management (Waterfall, Agile, Rapid Development, SureStep)

Systems, Network and Storage Design & Administration (LAN, VLAN, WAN, SAN)

Telecommunications (Blackberry Enterprise Server, Toshiba, Avaya, Cisco, ShoreTel)

Video Conferencing (Lync, GoToMeeting, WebEx, Cisco Telepresence)

Web Architecture/Distributed Systems Design, Development & Scalability

Windows Server, Active Directory, IIS, Exchange, SharePoint, Lync, Office 365 & Intune

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