Customer Service Management
Resume:
__________________________DAVID ELCHERT_____________ _____
Coral Springs, FL 33071 954-***-****
****@*********.***
SUMMARY
Professional and detail oriented Software and Customer Service Director with extensive international
experience managing large projects in software development, quality, customer service, and system
testing in an R&D environment. An ITIL Certified Director with proven ability to lead high performance
IT related customer service teams providing full solution support. Equally experienced in leading large
software development teams utilizing C/C++, JAVA, and assembler, with outstanding people skills.
Directed and contributed heavily to corporate wide quality initiatives. Skills include:
Customer service skills Executive experience
Troubleshooter and expediter Staff, capital, travel and training budgets
Schedule and quality driven Process improvement
ISO9000, TL9000 Diverse development methodologies
PROFESSIONAL EXPERIENCE
Siemens Enterprise Communications, Boca Raton, FL 2007-2009
Siemens Enterprise provides Unified Communication solutions to medium and large enterprise
customers.
Director, Customer Service (2008-2009)
Built new Tier 2 Customer Service Team in Athens Greece from the ground up including recruiting,
training, and new test lab
Completed recruiting and training ramp-up and go-live one month ahead of schedule which allowed
for improved response times to customer problems and broader on-site support
Created new test lab by identifying unused equipment that could be re-purposed resulting in a savings
of $150K
Seamlessly integrated this group into the global services infrastructure allowing for uninterrupted
customer service
Resolved the most complex system problems for entire solution not able to be solved by other
organizations
Authored process and work instruction documents to bring together different product lines
Director, Software Development (2007-2008)
Due to extensive management experience was assigned to Athens Greece to adapt the management of this
quick growing design center to the US culture.
Identified and implemented changes in management style, communications, evaluation, and training
which brought Athens on par with US culture
Coached and mentored new managers to take over software management roles
Led 40+ Software Engineers in VoIP switch development on a LINUX platform, demonstrating first
hand how effective management is done resulting in improved communications
Completed software projects on time and within budget as a clear example to local management team
Drove transition to new performance appraisal structure which provides more complete review of
personnel and normalized this activity with the rest of Siemens
Siemens Communications, Boca Raton, FL 1986-2007
Siemens Communications provides Voice over IP (VoiP) solutions to cable and large carrier customers.
Director, Development and Customer Service (2005-2007)
Built new Tier 2 Customer Service team providing expert support for VoIP solutions sold to large carrier
customers. Directed the Software Development and Tier 2 support of Siemens legacy equipment. Led the
Customer Documentation team for both VoIP and legacy products.
Performed incident management for the most complex IT issues from major carrier customers
Supported VoIP solutions that contained Siemens, Sylantro, Cisco, Broadsoft, IPUnity, Acme, and
other vendor equipment which centralized support
Communicated directly with top management of these vendors as well as top management of large
carrier customers resulting in shortened lines of communication and quicker cycle times.
Performed Configuration Management and Release Management for bundling upgrades to the
solutions providing clear information and allowing customers to participate in the decisions
Led the Siemens Customer Documentation team which included providing procedures for software
and hardware upgrades giving clear, tested instructions and reducing field failures
Led the support of over 17M lines of legacy telephony equipment retaining key legacy customers
Represented the US at semi-annual meetings of all Siemens design center leaders for sharing of best
practices among global player
Director, Software Development (1999-2005)
Led 70+ software engineers for Siemens’ large switching system providing feature rich content for carrier
customers with a budget of $14M+
Implemented government mandated wire-tapping software by leading a special elite team of 40+
Engineers working under a tight schedule and strict budget of $8M. Completed on-time and within
budget and achieved customer quality control expectations. Received special award for leadership
Established continuous improvement program utilizing intensive software inspections, root cause
analysis, and lessons learned
Drove the resolution of the number one customer complaint - the release of bad fixes. No bad fixes
have been released for 4+ years
Led the team that spearheaded ISO9001 and TL9000 re-certifications keeping Siemens in play for
customer contracts that require such certification
Manager, Integration Test (1992 – 1999)
Directed 40+ Test Engineers in delivering quality test results on-time and within budget
Drove development of automated test tooling which resulted in over 8K automated tests with an
efficiency improvement of 30%
Established Key Process Indicators and Critical Success Factors used to measure effectiveness of
testing and drive the continuous improvement cycle
Supervisor, Software Development (1986-1992)
Led a team of 12+ Software Engineers in the development of Siemens’ large switching system,
implementing many new features.
Prior to Siemens: ITT Corporation, Delaware OH
EDUCATION
Bachelor of Science Degree in Computer Science, College of Engineering, Ohio State University
Coursework, Masters of Science in Computer Science, Ohio State University, Columbus, Ohio
Project Management Fundamentals, George Washington University, Washington, D.C.
ITIL V3 Certification, Loyalist Certification Services, Loyalist College, Belleville, Ontario
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