Jay Muller Email & Phone Number

Olathe, Ks, Us

Kansas City, Missouri, United States

Lawrence, Kansas, United States

Director leading a staff of 30 to support 100+ clients across 5 business verticals using a blend of proprietary and custom financial services applications and databases to run full-service back office and contact center environments. • Led team with a directive to solve complex business challenges with low code/no code automation solutions implemented with a blend of proprietary and 3rd party software. • Consulted and participated in client roadmap, implementation, sales and new client onboarding opportunities• Directed managers and analysts responsible for support, testing, system configuration, and implementation for the business suite of applications used across internal Business Process Outsourcing (BPO) environment and external client base in Alternative Investment, Brokerage, Retirement and Retail Financial Services.

Kansas City, Missouri

Manager with staff of ten tasked with driving business transformation initiatives with modern technology solutions. • Co-led business transformation POC initiatives with key clients and internal business partners to migrate paper-based forms and manual processes with an implementation that automated form recognition, data extraction, data digitization and transformation that enabled full end to end transaction automation. The initiatives delivered committed FTE savings goals with each implementation, delivering measurable improvements resulting in 90% reduction in manual work inspection for transactions in scope. • Revamped and streamlined testing process involving multiple large-scale system/platforms using a mix of process redesign, automation, and transformation of test scripts. This allowed for the acceleration of testing to facilitate on time and on budget implementations. • Led requirements gathering, analysis, design, planning and implementation of complex integrated solutions incorporating BPMN, APIs, HTML, JavaScript, Robotic Process Automation (RPA), Web Services (RESTful and SOAP), XML, JSON, with various record keeping systems.• Set up division-wide RPA team and best practice framework inclusive of: support model for automation initiatives, document templates for requirements gathering and business case creation, design and SOPs. Led team to 1M+ Revenue contract win for client RPA solution.• Leveraged strong internal business process and application centric knowledge to champion customer needs, as well as assisting in defining product development strategies, objectives, and technology priorities. • Provided technical input on strategic initiatives, addressing systems design, process analysis, and product integration requirements. • Ran multiple cross team projects to migrate legacy technology solutions to modern implementations and infrastructure.• Ran team of resources performing remote client consulting engagements

Analyzed business problems to identify technological solutions, as well as provided product knowledge/consulting, application support, application configuration and testing assistance/oversight. • Consistently identified, presented, and implemented improvements to business and technical processes• Conducted interviews with key business users for requirement gathering on business processes and user stories• Mapped processes and performed gap analysis• Prepared business models, flowcharts, diagrams and wireframes.• Prototyped possible functionality to confirm feasibility• Assessed the impact of change on business processes, users and stakeholders• Developed and conducted training sessions and workshops for each major implementation project• Designed, prepared, and facilitated user acceptance testing for implementations• Provided billable remote client consulting services to review, analyze and implement end to end business process solutions• Designed and implemented cross platform solution integrating primary workflow and image database with remote client CRM Instance via API integration. Shared success story at industry conference.

Utilized business knowledge and understanding of applications to troubleshoot and resolve issues, provided application support for over 800 internal associates and more than 50 remote clients nationwide.• Gathered client requirements to implement and administer the business applications required to meet the needs of clients.• Implemented Automated Proxy solution utilizing OCR and automated work routing with a blend of third and proprietary internal software

Saint Joseph, Mo And Lenexa, Ks

Provided comprehensive IT consulting solutions, on-site and remote computer support, and computer training to small businesses and residences nationwide.• Reviewed and analyzed a company’s Information Technology Department operations• Researched, planned and implemented software and hardware solutions• Designed and implemented disaster recovery solutions• Developed of IT documentation and policies

Provided client-side integration and automation of applications and workflows to simplify user desktops and business processes using desktop automation software. • Interacted with the client to evaluate their workflows and processes to determine where our solutions could be applied• Analyzed business requirements to ensure the project solution was in compliance with the guidelines set forth by the client and their governing organizations. • Designed and planned the scope of the projects• Created project flow charts and visuals to assist client and developer understanding of the project scope and workflow• Developed technical and user documentation covering the scope of the projects • Created customer-specific demos of OpenSpan solutions to assist in the sales process• Ran project meetings to keep the client engaged and informed of the implementation progress• Provided Business Analysis to teams of developers for custom programming solutions

Responsible for all coordinating and implementing all IT processes and policies company-wide. Provided 24/7 Administration for a Domain encompassing over 55 workstations and servers in 6 locations throughout northwest Missouri and Arizona. Performed domain migration from NT4 to Windows 2003 with zero downtime during business hoursDesigned and implemented disaster recovery process increasing backup storage space by 200%, reducing backup time by 60%, incorporated off-site backups, and achieved 0% loss of critical user and program filesCreated and implemented IT documentation schemeHead of planning, support, and implementation of IT technology and infrastructure in a new 35,000 Sq. Ft. building. Migration and relocation of three companies IT infrastructures into one domain and LANCoordinated all IT business relations with outside vendors

Bs, Management

Activities and Societies: Tau Kappa Epsilon - Xi Eta Chapter Student Government Association Campus Activities Board

High School Diploma