David Silversmith

Current

• Vice President, Information Technology at First Book

Past

• Consultant at InfoMusing
• VP Information Services at Carfax
• Director Call Center at Epoch Internet

• Director Call Center at Support Systems Developers Inc. (purchased by Sitel)
• Director Technical Support & Training at Claritas
• Systems Analyst at United Way Of America
• Systems Analyst at Booz, Allen and Hamilton

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Education

• Syracuse University
• Union College

Recommended

7 people have recommended David

Connections

203 connections

Industry

Information Services

David Silversmith’s Summary

• Executive with demonstrated leadership, technology and business skills. Leadership positions in information technology, customer service, project and product management, human resources and operations.
• Consistently successful in aligning product development, information technology, and operations with the needs of the business and the needs of customers.
• Strategic thinker who still enjoys rolling up his sleeves and actively working on project management, database building and software implementations.

David Silversmith’s Specialties:

Customer Relationship Management (CRM); Web Analytics; Project Management; Customer service management; Vendor management.

David Silversmith’s Experience

• Vice President, Information Technology

  First Book

  (Non-Profit; Non-Profit Organization Management industry)

  June 2009 — Present (7 months)

• Consultant

  InfoMusing

  (Information Services industry)

  August 2008 — June 2009 (11 months)

  • Led market research and Internet development for jury consulting firm offering web based attitudinal surveys
  • Directed social media efforts for a web 2.0 startup
  • Adjunct Professor at Marymount University teaching program management
  • Technology Writer for Internet Evolution, Blogging Tips and other online publications

• VP Information Services

  Carfax

  (Privately Held; 201-500 employees; Internet industry)

  November 1996 — August 2008 (11 years 10 months)

  In over a decade at Carfax I have managed a number of areas from information technology, to customer service and even including human resources. I have enjoyed leading a wide variety of enterprise-wide implementation projects such as CRM, email response software, business intelligence, web analytics, Intranet, SharePoint, office relocation and recruiting systems.
  
  The position allows me to be involved in corporate strategy, but still roll up my sleeves and actively work on project reengineering and software implementations and even answer an occasional customer email to keep in touch with the customer.

• Director Call Center

  Epoch Internet

  (Privately Held; 51-200 employees; Internet industry)

  March 1996 — November 1996 (9 months)

  Once upon a time, Epoch Internet, was the nation's largest privately held Internet solutions provider. Founded in 1994, Epoch offered high-speed, dedicated access and dial-up access coast-to-coast from more than 200 Points of Presence (POPs). As the venture capital poured in, I was brought on board to build a 100 seat call center in Herndon, Virginia. A site was built out, furniture was installed, a phone system was brought in, help desk software was installed. We had everything...except customers.

• Director Call Center

  Support Systems Developers Inc. (purchased by Sitel)

  (Privately Held; 51-200 employees; Internet industry)

  August 1995 — March 1996 (8 months)

  SSDI provided telephone technical support to the customers of computer hardware and software manufacturers such as Sony, Wyse and Canon printers. I joined this startup to manage the operations of a growing call center. I recruited and mentored the call center managers; helped develop a training program for new call center reps and recruited call center representatives to expand the center from 35 employees to over 120 employees.

• Director Technical Support & Training

  Claritas

  (Public Company; 201-500 employees; Information Technology and Services industry)

  March 1989 — July 1995 (6 years 5 months)

  I joined Claritas as it was transitioning from a software/consulting company to a software focus. I managed the growth of technical support from a four-person department to a twenty person department that, according to customer surveys at the time, was a key reason for customer renewals. Recognizing the bond between support and training, I managed the developed a classroom training program to replace Claritas' on-site training program which allowed us to triple the user base while keeping training costs static. As I would in later jobs, I selected help desk software and built knowledge management systems to support the help desk function.

• Systems Analyst

  United Way Of America

  (Non-Profit; 201-500 employees; Non-Profit Organization Management industry)

  December 1986 — March 1989 (2 years 4 months)

• Systems Analyst

  Booz, Allen and Hamilton

  (Privately Held; 1001-5000 employees; Information Technology and Services industry)

  August 1985 — December 1986 (1 year 5 months)

David Silversmith’s Education

• Syracuse University

  MPA , Public Administration , 1984 — 1985

• Union College

  BA , Political Science, Economics , September 1980 — June 1984