David Munk Email & Phone Number

Colorado Springs, Co, Us

Austin, Texas, Us

Manages a large, diverse team, delivering high-quality, cloud-based (SaaS) software support to thousands of customers implementing Fusion Financials. Escalation contact for customers with technical and functional issues to help identify, isolate and resolve problems. Coordinates cross-functional resources and sets internal and external expectations as needed. Maintains financial responsibility of the group’s resources and employee retention. Plans, co-ordinates, and directs the activities of the Customer Support team ensuring the company delivers the highest level of customer service possible.• Built a team from small group to largest, highest performing team in Fusion ERP resulting in throughput increase of 175% of average, while having the lowest attrition throughout Fusion support• Rolled out the first automation within Fusion ERP support via Analyzers, which resulted in TTR reduction of 75%• Drove partnership between development and support, eliminating the adversarial relationship• Using Oracle DB APEX, designed and developed multiple applications to fill gaps for internal processes, ensuring critical information and processes were not missed• Use of analytics to drive change by using data to identify problem areas, helping employees to improve performance and satisfaction• Leading, coaching and mentoring employees to improve customer service and problem resolution using more technical skill sets, leading to a true technical support group• Defined operational changes that resulted in significant improvement in engineer effectiveness in AP Americas, resulting in 25% increase in CSAT• Helped develop and implement support processes to accommodate healthcare and life science audit and regulatory requirements for R&D (SCM)• Evaluates trends to determine proper staffing levels and conducts hiring to meet customer needs as well as organizational targets

Oversaw, planned and directed America’s operations for Technical Support and Development for Ellipse EAM. Managed Technical support for IMS, LinkOne, and Energy Portfolio Management. Established and maintained strong working relationships with customers, Global Development, other divisions, and subordinates. Assisted the company in its drive for customer satisfaction for all products and support services with a resulting in a 30-point increase in NPS score. Maintained financial responsibility of the group’s resources and revenue targets for customer and employee retention. Planned, coordinated, and directed the activities of the Customer Success team ensuring the company delivered the highest level of customer service possible. Worked to enhance customer relationships and to meet organizational and operational objectives.• Managed the operations and direction of the Americas Support for MIMS/Ellipse, IMS, LinkOne, and Energy Portfolio Management• Led product support through additional acquisition, while maintaining employee motivation and productivity, which resulted in zero voluntary resignations• Oversaw initiative in drive for customer satisfaction for all products and support services, resulting in a 30-point increase in NPS score• Worked with development executives to define and drive the global support policy with focus on production stability• Established and sustained strong working relationships with customers, Global R&D, other divisions, and subordinates• Support group owner for team that directed significant cost reduction and process improvements in Global Customer Support (GCS) and R&D for ABB Enterprise Software implementing one common software suite and integration between SFDC and Version 1

Oversaw, planned and directed North America’s operations for Technical Support and Development for Ellipse EAM. Established and maintained strong working relationships with customers, Global Development, other divisions, and subordinates. Assisted the company in its drive for customer satisfaction for all products and support services with a resulting in a 30-point increase in NPS score. Maintained financial responsibility of the group’s resources and revenue targets for customer and employee retention. Planned, coordinated, and directed the activities of the Customer Success team ensuring the company delivered the highest level of customer service possible. Worked to enhance customer relationships and to meet organizational and operational objectives.• Managed the operations and direction of the North American Development and Support department for MIMS/Ellipse product maintenance and solution support• Directed the Support/Development side of America’s largest customer upgrade, salvaging a failing upgrade, developing trusted advisor relationship to guide our first next-gen adoption • Established and sustained strong working relationships with customers, Global R&D, other divisions, and subordinates• Accountable for the achievement of product and solution support, quality programs, and regional development in North America• Successfully migrated Ellipse Customer Support from legacy system to SalesForce.com (SFDC), on time and under budget, with no disruptions to Ellipse Support or our customers

Managed North American day-to-day operations for Ellipse Technical Support, Regional development, and Managed Services (Hosting). Established and sustained strong working relationships with both customers and subordinates, and assisted the company in its drive to customer satisfaction for all products and support services. Created the development, communication, and execution strategies to improve Software Support and regional development in North America. Coached and mentored employees to improve customer service skills, time management, and troubleshooting. • Managed a professional team of diverse employees, including Business SME and Support Developers utilizing various development methodologies• Designed and implemented a proactive patch methodology to reduce redundant customer requests and to improve customer satisfaction. Benefits achieved included reduced internal costs for Ellipse upgrades and implementations reducing cases logged with support by 80%.• Facilitated solid financial decisions by providing reliable, high-quality data from CRM system via creation of reports and usage of SQL tools• Managed a cross-functional and cross-divisional process change management team to identify and document functional requirements, workflows, information sources and system specifications.• Project Manager for customer specific development• Implementation and Go-Live support for simultaneous multi-million-dollar EAM/ERP implementations• Backup for internal IT for networks and servers

Provided expert business process and usability knowledge to customers, Business Analysts, developers, and Product Management staff. Functioned as Operations and Maintenance SME for Ellipse ERP for internal and external customers as technical support.• Performed the Operations and Maintenance Support for an integrated ERP/EAM within first five months in the organization, while company expectation anticipated two years to achieve this goal• Analyzed reported problems, identify corrections, and provided innovative alternative solutions for customers• Guided software engineers in direction of product development and developing code patches to correct software faults• Project manager for customer specific development and regional development

Denver, Co, Us

Supervised employees and promoted high-level performance by setting work standards according to agency mission, vision, and values. Hired and trained employees in physical plant operations and proper use of tools and equipment. • Created and implemented two phases of preventative maintenance program for facility of 542,000 sq. ft. covering 51 acres to meet mandatory requirements for a preventative maintenance program• Reduced the Central plant material expenditures by 80% for two years, and a continued reduction of 20% by creating and implementing material tracking for facility using MS Access• Reduced expenditures in targeted areas by 70% by instituting a repair versus replacement model• Reduced chemical expenditures for closed loop systems by 90% annually by creating a chemical treatment plan to improve reliability of closed loop systems• Member of team that converted the Central plant of this facility from manual to DDC control automated systems

Washington, Dc, Us

Performed duties in nuclear propulsion plants operating reactor control, propulsion, and power generation systems. Operated and maintained steam turbines and reduction gears used for ship propulsion and auxiliary machinery such as turbo-generators, pumps, and oil purifiers. Maintained auxiliary machinery outside of main machinery spaces, such as electrohydraulic steering engines and elevators, refrigeration plants, air conditioning systems and desalinization plants. • Managed and planned all reactor maintenance activities for the Number One Propulsion Plant, and related auxiliary spaces• Member of an integral team of military members and civilian contractors that performed overhaul and nuclear refueling the USS Enterprise

Master'S Degree, Engineering Managment

Bachelor'S Degree, Mechanical Engineering