Michael Freiermuth Email & Phone Number

Saint Paul, MN, US

Shakopee, Minnesota, United States

• I am responsible for a number of different things in my current role including (but not limited to):o Solving customer escalations that can’t be resolved by a Tier 1 representativeo Translating customer needs to the.
• Led a project to convert all of our VISA customers to new standards ahead of an aggressive deadline o Converted hundreds of customers to CVN18 within a 2 month timeframe, which requiredworking outside of normal.
• Developed measurable, repeatable training that is used for internal teams and external stakeholders
• Work intimately with EMV encryption keys, our in-house software suite for key management, and Hardware Security Modules (HSMs) that house the keys used for secure smart chip programming
• Currently partaking in the company’s Leadership Academy

Shakopee, Minnesota, United States

• Worked with Card Services and Infosec teams within banking institutions to establish, secure, and troubleshoot problems with their CardWizard Financial Instant Issuance Software.
• Worked with 3rd party vendors who had extensions that interfaced with our software. I would often times have to adjust the configuration, or install an alternate version of these extensions to produce detailed logging.
• Troubleshot production errors and escalated unresolvable cases.
• Worked with the hardware team in a collaborative role to achieve first call resolution.
• I led a project that oversaw a team of 12 that trained our customers on better cleaning processes, resulting in an annual savings to the company of over $1,000,000 due to less warranty repairs.
• Corrected massive issues with a failed product launch by tracking reported problems and collaborating with field technicians to get field change orders installed to rectify quality issues with our new printer.o One of.

Shakopee, MN

• Support dealer partners and their customers, along with our direct customers in the maintenance,warranty orders, repair, and calibration of their ID and financial card printers.
• Collaborate with the software team in cases that had multiple problems.
• Proficient in the disassembly and assembly of desktop card printers and their many parts.

Bloomington, Minnesota, United States

• Founding Member.
• I focused on Alarm.com’s subsidiaries which had unique use cases for Alarm.com’s products.o Subsidiaries included Building36 (Energy), PointCentral (Access), and Securei (Video Security)
• Our specialized role involved regression testing, bug tracking, customer outreach, and collaboration withdevelopment, sales, and upper leadership.
• My contributions led to large improvements in terms of quality of service, user experience and satisfaction with the product and enabled expansion and growth during my tenure.

Bloomington, Minnesota, United States

• Provide written and vocal support to Alarm.com dealers and technicians, and in rare occurrences theirsubscriber base as well.o During my time in this role, I also expanded to direct customer support for legacy accounts.
• Areas of expertise include security systems from multiple manufacturers, home automation products, streaming video services, Enterprise management, and the software/infrastructure used to support them.
• Knowledge of both hardware the techs in the field were dealing with and the cloud software subscription service led to a well-rounded and world-class support experience for our customers.

Arden Hills, Minnesota, USA

• Enroll new plan participants into our system and assist with online account enrollment.
• Field all sorts of calls from Retirement Plan Participants ranging from balance inquiries and login assistance to exploring hardship distributions, plan loans, and investment changes.

Franciscan University Bookstore

o Worked extensively with staff on SIFE requisitioning project.

o Worked with HTML and created web pages using program called eKtron.o Spent considerable time on faculty pages, as well as other projects.

o Clean up after meal preparation, clean dishes after meals, sweep/mop kitchen floor, etc.

St Paul, Minnesota, United States

o Prepared and delivered patient trays, prepared/provided food and customer service in the cafeteria. o General clean up, including sweeping, mopping, washing dishes, etc. o Provided additional help in a data entry role during the summer of 2008.

• o Operated cash register for sales, returns, exchanges. o Provided customer service, acted as front-end security, prepared for audits. o Managed the cash office: changed orders, counted the safe and drawers, etc.
• Employee of the month in December 2006 while working at Sports Authority; was top seller of extended coverage plans.

o Operated cash register, provided customer service, pushed impulse items. o Straightened/refaced shelves, put inventory away, closed the store.

Bachelor'S Degree, Finance And Business Management

Activities and Societies: Senior leader of two different SIFE (Students in free enterprise) projects. One of six students chosen (of a.

General Studies