William (Bill) M.

Mueller
(615) 926-7244 (Cell)
family_heritage@hotmail.com

Franklin, TN 37064

PROFESSIONAL SUMMARY:
IT professional with over 17 years of Program/Project management experience focused on data center,
data warehouse, networking, server, pc, printer, and application development. Performed business
analysis and business process improvement initiatives. Managed and lead large global initiatives
providing a challenging and dynamic career environment where strong communication, tactical thinking,
and performance optimization skills had to be effectively utilized. Achieved outstanding results,
generated significant cost savings, and increased cash flow across various functions and roles. Extensive
experience working with and leading cross-functional teams. Managed multiple projects simultaneously.
All projects were managed to a high standard and met delivery commitments.

PROFESSIONAL EXPERIE NCE:

January 2014 Present

Asurion Insurance, LLC

Sr. Project Manager

Work as a project manager in the Premier Support Solutions business unit. Work on client, IT,
internal, and process improvement projects. Manage multiple cross-functional resources in order
to meet all deliverables and launches. The main objective is to implement all projects on time,
within budget, but more importantly, to minimize the impact on the technicians. Manage risk,
issues, dependencies, and assumptions.
Lat36

December 2012 - December 2013

Sr. Project Manager

Worked as a consultant to Asurion at their Headquarters in the Care Business unit. Managed
multiple projects simultaneously for IT, Business, Care for Care, and any other projects required
to meet unit objectives. Worked with numerous cross functional teams on a daily basis and
always completed projects on time, budget, and within scope. Was asked to stay on team, but left
to pursue a full time position with Asurion.
November 2011 December 2012

Talascend LLC

Sr. Project Manager

Worked as a consultant to Nissan at their North American Headquarters in Cool Springs, TN.
Worked on infrastructure related projects with IS Senior Managers in the areas of the network,
data center, server, router, switches, IP ports, network configuration, and topology. Worked daily
with vendors managing relationships, to include reviewing statements of work and working to
provide the best product or service within the requested time lines.

William Mueller

Family_Heritage@msn.com

August 2011 November 2011

Oxford Global Resources

Sr. Project Manager

Worked as a consultant to the Disabled American Veterans (DAV) at their National Headquarters
in Cold Spring, KY. Reported to the CIO. Reviewed statements of work and vendor technical
analysis and prepared project plans. Coordinated and worked daily with the Operations and
Development managers on internal infrastructure and development projects to include data center
consolidation, virtual desktop environment implementation, Active Directory restructuring, file
server and data base migrations, SharePoint analysis and enhancements, and key process and
workflow automation. Coordinated and managed external vendors on delivering their product
and/or service.
January 2011 July 2011

Partner, Inc.

Sr. Project Manager

Worked as a consultant to Fifth Third (5/3) Bank and Vantiv (formerly Fifth Third Processing
Solutions). Worked on a transition project on the Infrastructure Applications Team responsible
for migrating/deploying software applications from Fifth Third to Fifth Third Processing
Solutions (FTPS). Responsible for all phases of the migration to include hardware specifications,
database sizing and data transfer, server set up and file transfers, testing, information security
requirements, vendor requirements/coordination, and complete closure of all projects. Managed
4-5 projects simultaneously. Worked on the Discover Program managing 6 projects in the
authorizations area. Responsible for all phases of the project management life cycle. Reviewed
and gained approval for requirements and Functional/Technical specifications. Developed and
managed end-to-end project plans. Managed risks/issues/action items and change requests.
Lead, guided, and directed the project team on a daily basis to meet program objectives. Worked
with HPs Project and Portfolio Management Tool.
Tek Systems
April 2010 October 2010
Sr. Project Manager
Worked with Hewlett Packard in support of the Procter & Gamble (P&G) account. Worked on
Rough Order of Magnitude (ROM), Statements of Work (SOW), and Change Requests (CR) as
required. Interacted with clients on an as needed basis. Managed multiple infrastructure projects
simultaneously. Involved in Windows 7, 64-bit platform project to include an engineering
application load; a first of its kind at P&G; Agile People Finder application implementation with
server and network connectivity components; implementation of a live web casting broadcast
(Kontiki application); PC trade-up project and procedures, and managed the deployment of over
1300 external backup drives globally.
Computer Sciences Corporation
January 2008 March 2010
Principle Project Lead
Managed high-level internal projects and worked special projects for Service Delivery Executive
with Client and 3rd party partners to include: Performed Service Request (SR) system analysis
and provided user guide input; reviewed and suggested changes to the customer survey tool;
worked with 3rd party vendor (Blazent) to analyze, gather requirements, and implement their
solution (a business analytics and reporting tool); worked with CSC business experts on the
Business Services Management (BSM) Tool to review and revise existing data and reports;
reviewed and provided revisions to the Account Operations Manual (AOM); used a data process

William Mueller

Family_Heritage@msn.com

quality analysis (DPQA) system to perform Root Cause Analysis/Closed Loop Corrective Action
(RCA/CLCA) in multiple business operations areas; worked with networking team lead to revise
and update the patching process for networking; performed service desk ticket swim lane process
flow diagramming; worked with network team lead to analyze data and reports in the Network
Engineering Information Support System (NETEISS). Provided updates to network team user
training and reviewed and made recommendations to as-is process. Worked with Wintel team
lead to review Veritas and Netbackup solutions to streamline and update processes and
procedures; performed Incident Management Process review; reviewed and modified the process
to prepare for the Daily Service Review (DSR); and, reviewed and updated Unicenter Service
Desk (USD) refresher training.
June 2007 January 2008
Project Management Office (PMO) Lead
Managed all aspects related to the Westinghouse PMO and a 10-person team. There are 50+
infrastructure projects active at any point in time. The budget ranged from $40 50 million.
Interacted daily with client in a virtual environment. Worked daily with Account PMO Manager
and Service Delivery Manager to manage change and work on constant improvement. Also,
managed projects on the Ericsson Account to include a data warehouse consolidation project.
May 2005 June 2007
Project Management Office Lead
Managed all projects related to the Reynolds & Reynolds infrastructure and a 7-person team.
There were 45-50 projects active at any point in time. The budget ranged from $40 50 million.
Interacted daily with client on site and reviewed project status bi-weekly. Work daily with
Account Executive and Service Delivery Manager to manage change and work on constant
improvement. Partnered with IT Director to review overall infrastructure and identify areas for
cost reduction/avoidance.
Worked projects to restructure the Demilitarized Zone (DMZ) architecture. This included setting
up a WMWare farm (freeing up over 100 servers), working with Solaris Zones to consolidate
applications and database processing to a shared environment, and working on a 4th Tier Storage
Project to identify the most cost efficient way to back up data.
December 2000 December 2007

Family Heritage Memorials

Owner

Owned and operated a family business specializing in granite and bronze monuments and
memorials. Worked with private customers as well as commercial businesses. Managed and
maintained all IT systems.

Woolpert, Inc.
April 2004 December 2004
IT Director
Directed all aspects of the IT infrastructure and supporting applications, including management of
a 15 person team. Reviewed and approved all IT expenditures and interfaced with all supporting
vendors.
Reported directly to the CFO. Managed and lead all IT Projects to include telephony upgrades.
Had P&L responsibility to include managing entire budget and yearly planning.

William Mueller

Family_Heritage@msn.com

September 1996 April 2004

NCR, Inc.

May 2000 April 2004

Global Program Manager, Service Order Management Global Realization Team
Served as Maintenance Sales Assurance Program Manager. Program ensured maintenance was
sold with all hardware orders at the same time. Implemented approved recommendations from the
Executive Sales Council. This included system changes, extracts to Enterprise Data Warehouse
(EDW), and process changes. Changes were global in nature and across all Business Units. The
project was successfully implemented in 22 business days.
Served as an application development Project Manager. Gathered requirements from a business
unit or across multiple business units. Organized and documented requirements. Prepared and
presented business justification reviews for IT and business vice presidents to receive approval
and funding for each project. Worked with IT defining system and functional specifications.
Prepared and planned for Systems Acceptance and User Acceptance Testing (UAT). Participated
in UATs. Worked as a liaison between the business and IT to resolve bugs and modify code to
completely meet the business need. Worked with a change control process to introduce new code
into the environment. Planned and managed the deployment go-live of the application.
Monitored and managed the implementation feedback and managed changes as required.
Served as Software Maintenance Revenue Improvement Project Sales Team Leader. Identified,
implemented, and evaluated solution results in an effort to increase software maintenance
revenue. Employed Six Sigma concepts and methodologies to improve Software Maintenance
Capture Rate. Partnered with consultants from GE Capital to accomplish objectives. This was a
90-day, first of its kind, Six Sigma Project. Impacts from project actions are projected to generate
5 million dollars in annual revenue.
Served as Enterprise Resource Planning Contracts for Service Business Process Team Leader.
Lead, guided, and directed a group of 16 cross-functional Global Subject Matter Experts towards
meeting all process-related deliverables in Master Project Plan.
Served as Enterprise Resource Planning Contracts for Service Solution Functional Team Leader.
Responsible for understanding what was sent to the Enterprise Data Warehouse (EDW) system
daily from current billing system and mapping and gapping the business requirements to the
future system. This required working with associates from both Worldwide Customer Service and
Information Technology Services, understanding the gaps and issues, resolving them, and
implementing solutions that seamlessly integrate with both the timeline of the project and the new
system.
January 2000 May 2000
Customer Advocate Manager, Americas Customer Services
Managed a group of 19 Customer Advocates, both in Dayton and across the United States.
Provided timely and accurate input into workflow tool system. This information, in turn, was
input into the Agreements & Billing System, validated, and then released for invoicing.
April 1999 January 2000
Service Consultant Manager, Americas Customer Services
Managed a group of 9 Service Consultants responsible for direct support of field associates. Team
provided standard reports on service delivery, ran ad-hoc queries as required, constructed
customer profit and loss statements, and was the direct interface with invoicing department on
billing-related issues. The team also directly supported customers that products and services were
sold to.

William Mueller

Family_Heritage@msn.com

Responsible for a group of 4 associates on a Service Assumption Team. This team was the
conduit between the salesperson and the Account Support Manager and ensured a timely and
smooth transition from the time the sale was made to life cycle support.

September 1996 April 1999

Team Leader, Americas Help Desk
Operations Manager responsible for Help Desk, included supervision of up to 12 associates.
Responsible for daily operations and interfaced between help desk and external organizations.
Manager of the Applications Group; managed technical analysts involved in resolving internal
NCR application problems. This included continuous process improvements to attain world class
status.
CEXEC, Inc.
January 1995 September 1996
Senior Computer Systems Security Specialist
Performed software and hardware configuration and installation of OS/2, Windows 95, and
Windows NT workstations. Provided technical support to the Defense Enterprise Integration
Services Team to include software, hardware, and network troubleshooting.
Technical Support Team Leader; included direct supervision of 3 individuals.
Battelle Memorial Institute
May 1990 - January 1995
Security Specialist
Managed all security aspects of F-22 Special Access Program and National Security Agency
(NSA) Projects. Served as a Certified Information Systems Security Representative (CISSR).
Reviewed and defined AIS security policies and plans including computer architecture.
Developed and maintained comprehensive AIS Security Plans, AIS Technical Evaluation Test
Plans, and coordinated the establishment and maintenance of a formal AIS Security Program.
This included preparation of security documentation, training material, and conducting securitytraining courses that included awareness seminars.
United States Air Force

May 1983 - April 1990

National Air and Space Intelligence Center (formerly known as the Foreign Technology Division)
Non-Commissioned Officer in Charge (NCOIC), Executive Services
Managed executive administrative office, which included supervision of one individual and
training of another. Researched regulations and manuals to ensure compliance. Additional duties
included Staff Agency Security Officer and Top Secret Control Officer. Received numerous
awards to include NCO of the year (1988), NCO Leadership School Distinguished Graduate
(1988), outstanding Management Effectiveness Inspection performer, and a commendation
medal.
United States Air Force
March 1986 March 1987
HQ, 13AF, Clark Air Base, Republic of the Philippines
Protocol Specialist
Developed and coordinated itineraries for general officers and civilian equivalents. Performed
document control functions. Interacted with Congressmen, Heads of State, Presidents of
countries, General Officers, and other distinguished visitors. Awarded NCO of the Quarter and
numerous letters of appreciation.

William Mueller

Family_Heritage@msn.com

EDUCATION, CERTIFICATIONS, AND MEMBERSHI PS:

M.B.A., Management Information Systems, Systems Management, Wright State University, 2000
B.S., Management, Park University, 1989
Masters Certificate in Project Management, The George Washington University, School of
Business and Public Management, 10/18/2002
Completed 2-week Six Sigma Black Belt training
University of Phoenix faculty member. Have been teaching undergraduate courses since Aug
2012
NCR University Certificate of Completion for Information Technology-Program Realization
Process/Capability Maturity Model Overview for IT Services Managers
Certified Information Systems Security Representative (CISSR), 4/1994 4/1997
Previous member of the Miami-Jacobs College Advisory Board
Completed the Project Management Professional (PMP) Certification Course.

CLEARANCES HELD:

DoD Top Secret/SCI with other government agency clearances, August 1987 - January 1995.

REFERENCES:
Mike Kidd
Account Executive
CSC
mkidd@csc.com
(937) 672-1315 (Cell)
Sterling Fenwick
Service Delivery Executive
CSC
sfenwick@csc.com
937-776-4891 (Cell)
Chris James
Manager, Collaborative Services
Nissan
christopher.james@nissan-usa.com
(615) 439-7190 (Cell)

William Mueller

Family_Heritage@msn.com