The document is a resume for Michael Mueller. It summarizes his career highlights and work experience in technical support roles, including troubleshooting issues for customers as an Application Specialist at HickoryTech Corporation and developing custom client solutions and managing email campaigns as a Technical Analyst at eLoyalty Corporation. It also lists his technical skills and education, which includes continuing education classes in project management, SQL, and Oracle.

1. MICHAEL MUELLER
330 Kingsway Drive • North Mankato, MN 56003 • 952-212-7021 • mlm_330@yahoo.com
http://www.linkedin.com/in/mlmueller
CAREER HIGHLIGHTS
• Key player in the development of new custom solutions that improved and automated processes
• Team leader in troubleshooting and problem resolution
• Excellent client relations skills with proven effectiveness in organization and communication
• Strong interpersonal skills, self-motivated, and quickly adaptable to new applications & technologies
• Proven history of flexibility and able to handle constant change and interruption in a fluid world
WORK EXPERIENCE
HickoryTech Corporation, Mankato, MN 3/2010 – 5/2011
Application Specialist
• Primary Responsibility: Responded to customer and internal trouble tickets
• Identified and documented resolutions due to aggressive investigation into the nature of issues
• Logged current and historical tracking for trouble tickets
• Primary Responsibility: Managed setup of transitioning to a new trouble ticket application
• Established procedures for software application implementation
• Prepared documentation for easier understanding of using application
• Provided training and support to internal staff and external customers on application use
• Primary Responsibility: Tested, quality analyzed, and supported new software releases
• Created and executed test plans to manage new version release testing assignments
• Documented issues using a bug tracking traceability system
• Approved testing of release assignments when ready for production
eLoyalty Corporation (formerly Interelate Inc.), Edina, MN 1/2001 – 3/2009
Technical Analyst
• Primary Responsibility: Developed custom client technology & marketing solutions which
streamlined processes
• Identified and documented requirements of new solutions
• Analyzed inefficiencies of existing solutions and identified extra overhead
• Established the financial impact to determine the priority of client migration to a new solution
which eliminated licensing fees
• Innovated a process that reduced overhead by as much as 50%; this concept was used to
establish other automated processes reducing other overhead
• Continued to document process flow and worked with clients to streamline efforts and increase
efficiency
• Primary Responsibility: Tested, quality analyzed, and supported new client custom
solutions
• Documented issues using a bug tracking traceability system
• Liaised with the development team addressing bug fixes, enhancements, and automation
• Managed and executed solution releases by creating and executing test plans

2. (continued)
MICHAEL MUELLER • 952-212-7021 • mlm_330@yahoo.com Page 2 of 2
• Signed off when new solutions were ready to move into production
• Provided training and ongoing support of new solutions to teammates and clients
• Primary Responsibility: Maintained strong client and vendor relationships
• Served as main point of contact for clients and vendors; developed and maintained positive
client relationships from an operational and business standpoint to grow the business
• Acquired knowledge of clients’ business objectives, made recommendations to increase their
ROI and ensured compliance with Service Level Agreements (SLAs)
• Presented technical issues in client-friendly terms
• Obtained strong project management experience working with clients, third party vendors and
internal resources
• Provided monthly forecasts and updates on all facets of client relations
• Primary Responsibility: Managed, supported and executed daily multiple high volume
client email campaigns; ensured campaigns deployed on time and on budget
• Assembled client email campaigns of varying complexity according to client requirements
• Worked closely with clients to address client side changes or recommendations for email
messages and modified raw HTML code as necessary
• Analyzed campaign results and provided recommendations to clients and vendors
• Provided leadership and guidance to team, handled ownership with and responded to various
campaign issues and identified appropriate resolutions
KEYC-TV, North Mankato, MN 3/1990 – 12/2000
Master Control Operator
• Monitored on-air signal quality; ensured programs and commercials aired as scheduled
• Implemented new VR-300 commercial playback system; diagnosed software issues
• Trained and supervised new employees
TECHNICAL SKILLS AND ABILITIES:
• Tools: SQL, Oracle, MS Project, MS Visio, MS Excel / Word / Access / PowerPoint / Outlook, VS
Client, Cisco Systems VPN, Remote Desktop, FTP, HTML
• Operating Systems: MS Windows 7, Vista, XP, 2000, ME, NT 4.0, 98, 95, and 3.x, DOS
EDUCATION
Online Education To Go, Le Sueur-Henderson Public Schools, Le Sueur, MN 9/2009 – 3/2010
• Continuing Education Classes – Intro to MS Project 2007, Intro to MS Visio 2007, Introduction to
SQL, Introduction To Oracle, Introduction to Java Programming, Creating User Requirements,
Project Management Fundamentals, High Speed Project Management, Project Management
Applications
South Central College, North Mankato, MN
• Continuing Education Classes – LAN–Windows NT, LAN–Novell, AS/400 OS I, Micro OS I & II
• Diploma of Occupational Proficiency – Electronics Technology specializing in Computer
Maintenance

3. • Degree of Occupational Proficiency – Data Processing