Manager Sales

Michael P. LaMancusa

** **** *****

Babylon, New York 11702

Mobile 917-***-****

Email *.*********@*******.***

SUMMARY:

Highly successful Application support professional with solid decision-making and problem solving skills. Experience

includes pre-sales support coordination, customer education, customer satisfaction and extensive project management

skills. Possesses tremendous ability to foster and maintain relationships from the pre-sales cycle through the software

development and information management cycle. Strengths include:

• •

Building relationships Technical understanding

• •

Strong customer advocate Attention to detail

• •

Exceptional communication skills Excellent organizational skills

• •

Project Management skills Viral Marketing Strategies

• •

Goal Oriented Team Driven

• •

ISO & SAS 70 Audits Attention to detail

WORK EXPERIENCE:

Responsibilities:

September 2010- Present FJC Security Services, Floral Park, NY

RFP Manager-Business Development

As the RFP Manager for FJC, I have successfully created procedures and policies to the business

development department. Supporting all RFP activity for the New York Metropolitan area, Texas,

Washington D.C. and Virginia. Currently qualifying RFP’S to assure leverage in solid business

decisions. Participating in all pre-bid conferences as well as crafting questions for submittal.

Principal Duties Include:

• Create all RFP process and procedures to ensure due diligence amongst the team.

• Oversee 2 writers and one Admin in executing multiple deliverables simultaneously.

• Coordinate all resources whose involvement will be necessary to complete proposals.

• Create responses through research, using the RFP Machine database tool, and collaborating with

sales and subject matter experts to obtain sufficient information to craft responses not included in

the RFP database.

• Effectively manage several projects simultaneously with strict adherence to deadlines

Daily proofreading and editing in addition to creating RFP responses

• Responsible for working with subject matter experts to ensure that the RFP Machine database answers are

current

• Participates in special projects or performs duties in other areas as requested

• Responsible for the creation and coordination of Request for Proposal (RFP) responses

• Work closely with sales and Operations services team members to develop / write tailored proposal

responses to sell Staffing Solutions and respond to client needs.

March 2005- September 2010 SunGard Availability Services, King of Prussia, PA

RFP Manager-Software Products group

Responsible for managing the overall Request for Proposal (RFP), Request for Quote (RFQ), Request for

information (RFI) and Request for Due Diligence information (RDD). Build and maintain infrastructure of

Proposal Automation suite Database (Kadient Software). As well as maintain level of Subject Matter expert

(SME) in SunGard’s full suite of Business Continuity Software (LDRPS, Incident Manager, BIA

Professional, Paragon, NotiFind, Mir 3). Works with CISSP, to ensure level of Corporate Compliance

through ISO 9000 for Sales and Technical support services procedures and documentation. Ensure

SunGard’s hosting facilities meet SAS 7011 control objectives audit criteria.

Application Support/CRS Manager

Customer goal orientated professional with solid decision making/problem solving skills. A team player in a

fast paced technical working environment. Comprise outstanding verbal and written communication skills

and effective under pressure. Understand both external and internal customer base. Promote and achieve

client satisfaction.

Principal Duties Include:

• Coordinate client application support specialist, tech support, sales support schedules and work flow

• Conduct new customer workshops to introduce the customer to SunGard.customs

• Maintain a close working relationship with the Operations staff that support customers

• Maintain an open line of communication with Sales

• Work with the Implementation team on new contracts or add on services.

• Conduct regular scheduled meetings with the customer to review issues, open change requests,

upcoming planned events, and satisfaction issues.

• Maintain customer relationship regarding issues that impact services.

• Provide weekly and monthly ACD stats for Director of Software products group

• 7am -7pm On-call support as direct customer contact

• Work with Account Executives on Paragon Demo Scheduling

• Manage weekly open Paragon Demo for sales support

• Provide Webex demos for new clients on applications

• Register and schedule clients for onsite software training

• Manage all technology support request activity

• Resolve SLA agreement issues

• Cold call legacy customers to sell product

• Trend analysis through surveys to manage Paragon

• Liaison Between Customer and Software Products group

• Advocate For Customer by understanding needs and expectations

• Drive pre & post RFP kick off meetings

• Paragon Database Administrator as needed from Application support team

• Expense Control

• Research projects to determine key buying influences within inactive accounts

• Subject Matter Expert for requests pertaining to SunGard’s Legacy products.

• Sales team portfolio management

August 2002-March 2005 - Tech Services International, Kennett Square, PA

(TSI) is the graphic arts industry’s largest independent multi-vendor service provider.

Customer Relations Manager

Successfully coordinate 42 Field Service Engineers, in day-to-day operations. Provide administrative

support for District Managers and Field Service Engineers. Direct customer contact to resolve problems

pertaining to billing and contract needs.

Principal Duties Include:

• Ticket Management

• Respond to inbound calls and emails from customer base

• Open cases- set description, priority, technician assignments

• Contact customers to verify resolutions and close cases

• Track and manage cases with the technical staff and the customer

• Update cases and report status and action plans to the customer

• Work with technical groups to contact customers and set appointments

• Oversee and manage timely responses to customers issues

• Maintain notifications and updates to customers Management

• Escalate issues to respective managers

• Audit Case Issues for quality assurance purposes to enhance efficiency with the support environment

Professional Customer Interaction

Maintain a professional demeanor with customers and partners at all times. Conduct conference calls for

key customers (as needed) to discuss open service issues. Manage requests for site configuration

information and out of scope maintenance work. Identify sales opportunities and forward such requests to

the appropriate departments.

Product Buyer

Responsible for the development and maintenance of spare parts and stocking plans consistent with

company working capital and customer service goals. Generate purchase orders as well as following up

with vendors on lead-time, pricing, and back-order parts. Work with Purchasing Agent to fulfill emergency

out-of-stock items.

March 1998- September 2001 - Chyron Corporation, Melville, NY

Lead provider of Broadcast Graphics hardware, Graphics Software and Associated Services to the

Broadcast, Post-Production and Professional and Corporate Video User

Trade show Coordinator/Demo Manager 1999-2001

Organize and coordinate the presentation of video trade shows equipment. Responsible for delivery and

returns for all trade show equipment. Interface with company and customer presentations. Handle onsite

troubleshooting for international and domestic needs. Provide customers with product demonstrations and

lead to sales department.

Product Buyer 1998-1999

Purchase an average of 10 million dollars in products yearly. Performed Support Stage, RMA testing.

Purchase Fifteen million dollars in products yearly. Assist Production Planner with forecast to address

quarterly needs. Analyze cycle counts for inventory control. Maintain Fed-Ex Hub in Tennessee and

United Kingdom for inventory assurance.

Principal Duties Include:

• Process purchasing requests

• Solicit and review quotations from multiple vendors; negotiate best quality price and delivery

• Expedite shipping and deliveries

• Structure product (BOMs) for manufacturing

• Plan amount of materials or parts needed for production

• Execute work orders based on planning requirements

• Document overall material needs, including all codes, sources and contact information necessary to

process orders

• Manage inventory levels and accuracy

• Reconcile and confirm shipments

• Manage receiving of materials and order back log

February 1995- September 1998 - Comverse Info Systems, Woodbury, NY

Lead provider of Analytic Software Solutions for Communications Interception, Digital Video Security and

Surveillance, and Enterprise Business Intelligence.

Traffic Coordinator February 1995- January 1996

Responsibilities included customer support to resolve customer queries. Received and processed

international shipments. Coordinate, monitor and track status of shipments. Ensure accurate and timely

documentation and generate status reports. Communicated pre-alerts to various trading partners. Provide

recommendations to improve processes with regard to reducing costs and improving efficiencies wherever

possible.

Business Skills Summary:

Office Skills: Microsoft Windows, Word, PowerPoint, Oracle, Kadient RFP Software, LDRPS, Paragon,

BIA Professional, Incident Manager, NotiFind, Mir 3

Marketing: Trade Show coordination experience, media and production planning skills

Purchasing: Performed product purchasing totaling 10 million and above

Accounting: Maintain company budgets and forecast planning

Education:

Suffolk Community College

References available upon request

Contact this candidate