Frank Palmstein Email & Phone Number

Brown Deer, Wi

Brown Deer, Wi

Responsible for management of live enterprise-impacting incidents including engagement and coordination of multiple functional resource groups to resolve critical issues. Driving ITIL compliant problem management process, to produce permanent resolution and promote future prevention of issues.

Greater Milwaukee Area

Responsible for the maintenance, design, execution, and support of various distributed capture imaging solutions, extensive correspondent banking and item processing functions, as well as warehouse loan functionality. • Documented procedures to enable staff to resolve incidents quickly• Documented and tested business resumption/recovery plans across multiple platforms• Worked with vendors across a 14 environments to perform upgrades, system improvements and code enhancements

Technology - Performance and Capacity PlanningManage small to medium projects according to enterprise standard to implement new application solutions, expand and upgrade existing solutions across multiple functional and business teams.

Responsible for the maintenance, design, execution, and support of various distributed capture imaging and payment processing solutions in a service bureau environment. Managed various technical and functional teams to deliver creative solutions to meet a wide variety of customer needs based on fixed set of solution tools.Created documentation format and procedures to enable support staff from multiple levels to resolve incidents quickly and soundly based on extensive troubleshooting and investigation.Refined the Disaster Recovery plans and procedures and added testing requirements to reflect more realistic needs. Identified, and implemented necessary improvements to procedures and hardware to have a real-world workable contingency plan.Worked with management and sales to develop sets of defined deliverables and required inputs to manage expectations as well as standardize product and processes to ensure proper lead time and consistent quality for different systems and products.Advised implementations, support, product management and business leaders on how to deliver offerings in a service bureau.Negotiated SLA definitions with internal and external suppliers and customers to maximize effectiveness and efficiency.Consistent 'Exceeds Expectations' ratings on annual performance reviews throughout tenure.Managed system access to appropriate work functions maximizing security while limiting access to inappropriate roles.Designed and refined monitoring to alert support of need across a variety of platforms on a timely basis to avoid outages to customers.Responsible for satisfying FFIEC, SAS 70 and internal audit requirements.Educated new team members through proven program I designed to be effective in limited amount of time.

Responsible for the maintenance, design, execution, and support of various payment processing solutions on mainframe and open systems platforms including work and job flow design as well as documentation and education in a 24/7 financial services environment.Managed various technical and functional teams in successful installation of large projects across multiple disparate platforms.Designed and implemented a documentation library that reduced time to resolution by more than 70% in most cases and increased accuracy in resolution by directing support personnel to proven and accurate solutions.Designed and installed process improvements and workflow enhancements that reduced time spent on night call from several hours per night to one hour per week.Developed and refined disaster recovery plans and procedures adding testing requirements to reflect realistic customer and regulatory needs. Identified, and implemented necessary improvements to procedures and hardware to have a real-world workable contingency plan.Simultaneously worked on projects across six different platforms in four different programming languages with consistent, successful installs on an ongoing basis.Worked in coordination with management and sales to develop sets of defined deliverables and required inputs to manage expectations as well as standardize product and processes to ensure proper lead time and consistent quality for different systems and products.Developed new applications to more efficiently meet customer needs and developed interfaces between existing platforms and new datacenters/platforms during acquisitions and mergers of both banks and technology units.Improved and maintained excellent customer relations with both external and internal customers.Consistent 'Exceeds Expectations' ratings on annual performance reviews throughout tenure with M&I..

Masters Of Science, Management Information Systems

Bachelor Of Science, Liberal Arts - Philosophy

Activities and Societies: Philosophy Club