Sales Engineer

Frank Tenaglia

** ******* **. ********* ** Home: 978-***-**** Cell: 978-273-

**** *************@*****.***

PROFESSIONAL Summary

PROVEN ENTERPRISE BUSINESS EXECUTIVE WITH EXPERTISE IN BUILDING AND LEADING

GLOBAL PROFESSIONAL SERVICES AND SUPPORT ORGANIZATIONS PROVEN ABILITY TO

BUILD STRONG RELATIONSHIPS, DRIVE HIGH CUSTOMER SATISFACTION, AND ACHIEVE

FINANCIAL GOALS, WITH EXPERIENCE IN THE MANAGEMENT OF SEVERAL FUNCTIONAL

AREAS OF THE ENTERPRISE SOFTWARE INDUSTRY RESULTING IN THE FOLLOWING

ACCOMPLISHMENTS:

. Achieved margin target of between 70% - 80% for Support organization for

9 years

. Achieved maintenance revenues growth of 400% over 9 years

. Achieved Consulting group margin targets of between 25% - 38%.

. Built from the ground up and managed Technical Support for Enterprise

level Software products.

. Managed Technical Support and consulting for On Premise Software and

"Software as a Service" SaaS products

. Managed Consulting group. Responsible for budget, bidding, contracts,

staffing, and methodology

. Change Management Expert

. Selected and implemented several Business process optimization and CRM

products

PROFESSIONAL experience

SR. BUSINESS CONSULTANT

Sterlingwear of Boston

2008 to Present

. Multi-faceted position advising C-level executives with IT, Services,

Sales, Manufacturing, and Marketing strategies for the business.

. Develop business requirements and metrics for various business areas

. Drive selection of Business Software to address requirements for various

business areas

. Attend Sales meetings and events

. Review and research marketing material and distribution models for

products

. Provide all around consultative assistance for opening of Retail Store

for Business

Director Worldwide Application Support

Sterling Commerce (Formerly Yantra) a subsidiary of ATT

1999 to 2008

Support Activities

. Founded and built Yantra Corporation Support Group which was later

acquired by Sterling Commerce.

. Built multinational multi call center Support group. Responsible for P/L,

staffing, Tool selection, productivity, training, escalation management,

and career development of team members.

. Implemented Continuous Productivity and Efficiency improvement program

defining goals and metrics for entire team

. Responsible for support and Services for Several product lines for

Sterling Commerce:

o Sterling Multi-Channel Fulfillment WMS

o Sterling Multi-Channel Selling

o Sterling Supply Chain Visibility (Offered in an On Premise and

SaaS model)

o Sterling Data Synchronization a SaaS offering

. Selected and implemented CRM call tracking system linking Support,

Product Management, Engineering, and Quality Assurance. Successfully

outsourced this system to a 3rd party.

. Successfully designed, staffed and implemented off shore support model

for Yantra/Sterling product lines leveraging low costs and talent pool in

India.

. Responsible for "Customer Delight" and the quality of the support and

services to customers measured by team results, Customer Value, and

Customer Satisfaction while maintaining margin targets.

. Executive team member representing support in due diligence of potential

corporate acquisitions.

. Given responsibility of integration of acquired companies support

organizations into Sterling Support Organization

. Executive representing Support and Services in cross functional product

release team, driving product and Process change by identifying potential

product usability issues and driving change throughout Organization and

products.

Consulting Services Activities

. Achieved financial targets and Managed and grew PSO to implement on time

on budget product software implementations and support Customer

Enhancements and customizations. Managed P/L for part of PSO.

. Participated in Strategic Account planning and Sales Support for all

aspects of sales process

. Implemented and managed a customization and implementation team (OASIS

team) which utilized off shore consulting resources to augment customer

implementations project teams and customization support.

. Played a vital role and was right hand man to SVP of PSO and played major

role in the day to day management as well as the strategic direction of

the global Professional Services Organization.

. Played major role in development and implementation of Customer Delight

program which was our customer retention and customer satisfaction

program that measured customer loyalty and our status as a "Trusted

Advisor" with the customer.

. Significantly improved PSO skills training through project audits and

rotation programs with Support, QA, and Engineering.

. Performed Project reviews. These reviews took three forms: Project

status to ensure project success, Consultant performance reviews to

measure team members on each project and provide feedback, as well as

Project Sunset reviews to learn how to improve the implementation process

and identify product improvement opportunities.

. Met with customers to identify services that they would find valuable and

built programs that were win/win for the company and the customer.

. Implemented and designed service offerings that increased revenue and

addressed customer issues as well as consulting resource utilization.

. Implemented "Helping Hands" program to leverage consulting resources on

the bench, in Support, QA, and Engineering roles which acted as a

training opportunities and vastly improved Consulting utilization rates

and support resolution metrics.

. Implemented and designed a customer engagement process that through

handoff processes between teams brought the customer through the sales

process, implementation, production go live, and post production Support.

. Set goals and objectives for all levels of consultants, Project managers,

and Engagement Managers.

Technical Support Manager

Intellution Inc.

(1991 to 1999)

. Responsible for managing the North American Call center and the Global

Level 2 team

. Responsible for Escalation Management of issues from Global Customer Base

. Established remote Support capabilities to augment Staffing needs

. Developed Partner Certification program to increase product skill levels

of implementation partners and Sales Partners

. Responsible for P/L, staffing, Tool selection, productivity, training and

career development of team members

. Key Account Manager for Fortune 100 accounts

. Managed Maintenance Engineering group

Lead Systems Engineer (Consultant)

Intellution Inc.

(1989 to 1991)

. Responsible for design, development and implementation of Process control

systems

Sr. Software Engineer

Cybermation Inc.

(1987 to 1989)

. Responsible for design, development, and support of Robotic Cutting and

control systems

Software Engineer

HNU Systems Inc.

(1984 to 1987)

. Responsible for design, development, and support of Gas Chromatograph

monitoring systems

EDUCATION

BACHELOR OF SCIENCE IN COMPUTER SCIENCE AND INDUSTRIAL SCIENCE

Fitchburg State College, Fitchburg MA

Professional Affiliations - SSPA (Service and Support Professional's

Association) http://www.thesspa.com/

Exposure to the following technologies and Domains:

Application servers: Weblogic, Software/Languages : Visual C++, Java

Websphere

Databases: Oracle, Microsoft SQLServer, Operating Systems: Unix, Linux, Windows

DB2

Applications : MS-Office, Sterling Domains: Warehouse Management, Order

Selling and Fulfillment Suite Management, Financial Payments, Data

Applications including nWMS, OMS, Synchronization, Process control,

Cognos, Crystal Reports, Clarify eCRM, Finite control systems,

Vantive Support, Saleforce.com, Various Instrumentation, Business Process

System Monitoring tools Optimization

Contact this candidate