Frank Westerlund PMP CCP

Experience

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  Research Institute of America

  Jan 1996 - Jan 1998

  Application Support Engineer

  o Conducted testing of device drivers, protocol analysis software, server management tools, applications, and internet-enabled programs across Windows NT, Novell NetWare, OS/2-IBM, and DOS networks.o Performed network load and client/server stress testing using test scripts and automated testing procedures to ensure system reliability and performance.o Provided technical support for 62 tax products, servicing key accounts of large national companies, ensuring seamless operations and client satisfaction. Show less

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  Kaiser Permanente

  Jan 1998 - Jan 2003

  Programmer Analyst / Project Lead

  o Served as the primary liaison between vendors and Kaiser Permanente development teams for national projects throughout the full software development lifecycle (SDLC).o Developed change and release plans, troubleshooting guides, and end-user documentation for both development and post-production phases.o Collaborated with vendors to support Kaiser development software and package modifications in a Windows NT/2000/2003 client/server environment, including a Citrix Metaframe server farm.o Gathered and analyzed business and project requirements to provide comprehensive support across the project development lifecycle. Show less

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  TobaccoAndWine.com (LLC)

  Jan 2003 - Jan 2005

  Founder and CTO

  o Founded and managed an online retail business, overseeing inventory management and direct-to-customer sales through a web-based e-commerce platform.o Led the development and implementation of the technology platform as the primary executive driving technical strategy.o Designed and managed all technical operations, utilizing ASP with an Apache secure web environment, Windows Server 2003, and an SQL database.

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  Kaiser Permanente (W.A. Hynes & Co.)

  Jan 2005 - Jan 2007

  Project Lead

  o Trained, managed, and directed project teams ranging from entry-level staff to tier-1 support technicians during a large-scale asset management and relocation project, ensuring seamless execution and operational efficiency.o Created, deployed, and managed enterprise-wide desktop updates using automated tools such as MSI packages and shell scripts.o Monitored and documented scope changes, providing recommendations on timelines, procedures, staffing needs, and resource allocation for each phase of the project. Show less

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  Staples

  Jan 2007 - Jan 2009

  Technical Delivery Manager

  o Streamlined troubleshooting and issue resolution processes, improving efficiency and reducing turnaround times. o Implemented a system for managing changes and releases based on Vantive developed in-house. o Collaborated with vendors to design and launch a pilot program for in-home online services, including a remote PC tune-up application for enhanced remote application support.

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  TIAA-CREF

  Jan 2010 - Jan 2011

  Project Coordinator

  o Successfully spearheaded a large-scale national network/voice modernization and asset management project for a leading financial services company.o Effectively Led project teams, vendors, subcontractors, and cross-functional stakeholders to ensure seamless collaboration.o Managed change and release orders using Remedy, working closely with project teams to prepare for deployments.o Ensured project schedules were executed efficiently, optimizing cost and time, while providing regular updates to the senior program manager.o Coordinated project plans and scope sections for medium to large concurrent projects utilizing project management tools, the application of principles and the execution of proven methodologies. o Effective resource management to ensure timely, cost-effective installations.o Managed processes to expedite and escalate among common project vendors (e.g. Cisco, Ray Allen Inc, AT&T) to ensure project schedules were met for items such as equipment delivery, RMAs and resource availability. Show less

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  Ally Bank

  Jan 2011 - now

  IT Business Operations Manager

  o Successfully managed high-impact projects supporting eCommerce and Mobile Banking applications including Mortgage, resulting in cost savings from operational efficiencies, increased customer growth and technology modernization. o Propelled the implementation of Agile practices, reducing delivery timelines and increasing time to market by over 50%.o Partnered with senior leadership to develop and execute strategic technology roadmaps, aligning delivery with organizational objectives and priorities.o Improved team engagement by promoting trust, accountability, and ownership, empowering teams to deliver high-quality results.o Led the migration of applications and tools to cloud platforms (OpenShift and AWS), achieving cost savings through reduced maintenance, improved scalability, reduced downtime and enhanced security.o Strong understanding of software development, cloud platforms and CI/CD to guide technical decisions and ensure quality delivery.o Proven ability to build relationships with vendors, executives, and team members, ensuring clear communication and stakeholder satisfaction.o Developed and maintained product roadmaps, aligning strategic goals with business priorities to ensure successful delivery of features and initiatives.o Monitored team capacity and throughput metrics to optimize workflow, improve efficiency, and ensure timely delivery of high-quality products.o Facilitated retrospectives to identify areas for improvement, drive continuous process enhancements, and foster team collaboration and growth. Show less