BRYON A. LANSDOWNE
Winter Garden,Fl
Summary
Managed US Help Desk staff and was responsible for day-to-day activities of the US Help Desk, emphasizing customer service and incident resolution.
Overview
23
23
years of professional experience
Work History
Sales Management
CAR CONCIERGE GROUP
07.2024 - Current
- Setting sales goals and targets for the sales team
- Hiring, training, and motivating sales staff
- Monitoring sales performance and addressing issues
- Implementing sales strategies and promotions
- Negotiating with manufacturers to secure vehicle inventory
- Balancing inventory levels to meet customer demand
- Managing trade-in vehicles and pricing strategies
- Developing and managing the dealership budget
- Analyzing financial reports and identifying areas for improvement
- Overseeing accounting and finance operations
- Ensuring a positive customer experience throughout the sales process
- Addressing customer concerns and complaints
- Implementing customer retention strategies
- Staying informed about and adhering to all state and federal automotive regulations
- Managing dealership paperwork and documentation
- Leading and motivating the dealership team across all departments
- Establishing clear expectations and performance standards
- Providing ongoing training and development opportunities
- Developing marketing strategies to attract new customers
- Maintaining a positive brand image for the dealership
- Building strong relationships with manufacturers and distributors
- Maintaining positive connections with lenders and financing institutions
Service Desk Manager & IMC Manager
Dell
02.2009 - 01.2017
- Manage the performance of services to customers (24x7, 365 days per year), ensure that service levels are achieved in line with the contracts and that customers’ expectations are met or exceeded
- Responsible for ownership of all customer incidents or logged services
- Track the incidents to conclusions in line with SLAs and quality standards
- Manage critical customer incidents associated with customer communication, activities, and any appropriate escalations
- Provide information about incident analysis and KPIs (Key Performance Indicators)
- Build service relationships with customers and conduct service reviews for key customers
- Review performance reports, service improvements, service quality, and processes
- Provide management and performance reports
- Manages and supports incidents and urgent service requests personally or via the Service Desk until they are successfully completed and users are satisfied
- Monitor the efficiency and effectiveness of the Incident Management process
- Generate Incident Management performance reports
- Manage improvements within the Incident Management process
- Assist with the Major Incident & Problem Management processes
- Expanded Help Desk service to support remote offices
- Increasing the number of supported customers to over 10000
- Trained IS staff to utilize Bomgar and Remedy software; Point of contact for all development requests within the system
- Monitored Help Desk customer satisfaction and ratings by developing a Help Desk survey for clients to use
- Managed and monitored call center tools, voice mail systems, and customer service tracking tools
- Maintained daily and monthly statistical reports
- Interviewed, hired, and trained all new Help Desk employees
Application Analyst (MADSFS) Team Lead
Micron
10.2004 - 09.2008
- Providing technical and software support to end-users
- Provide desktop and laptop support for CITRIX
- Support to desktop and laptop customers in-house and remotely
- Installing, maintaining, and upgrading laptops, workstations and software
- Providing technical assistance and training to end-users
- Evaluating computer hardware and software
- Assisting the client in solving laptop computer-related and networking issues
- Maintaining and repairing laptops, computers, and peripherals
- Installing, configuring, diagnosing, repairing, and upgrading hardware and equipment while ensuring optimal performance
- Troubleshooting problem areas in a timely and accurate fashion
- Providing end-user training and assistance where required
- Enter and track within the trouble ticketing system
- Prepares reports and correspondence as needed
Network Analyst
American Red Cross
09.2001 - 03.2004
- Managed the desktop support for the 911 call center
- Provided tier II LAN support for National Headquarters
- Team leader for the migration of over 3,000 desktops from Windows 95 to Windows 2000
- Serve as the first point of contact for Help Desk issues for all technicians and the first line of escalation for staff members regarding unresolved Help Desk problems
- Provide daily oversight of the Help Desk ticketing process
- Provide weekly status reports to senior management
- Assume fifty (50) percent of all extended coverage and provide first-line escalation for other technicians during the extended hours of operation
- Assist in installing and maintaining all hardware and software components for the organization, including client workstations
- Configure dial networking and virtual private networks
- Responsible for in-house PC laptop and printer configurations
- Assist with external projects as directed
- Communicate with coworkers, management, law-enforcement officials, and others courteously and professionally
- Conform with and abide by all instructions, policies, regulations, and work procedures
Education
ITIL v3 Certified -
01.2011
HDI Certified -
01.2010
Microsoft Windows XP Professional Training Courses -
01.2006
Global Knowledge Network, Virtual Private Network -
01.1999
Cabletron Network Essentials -
01.1998
Cabletron Chassis and Subsystems -
01.1998
Global Knowledge Network, NT Workstation 4.0 -
01.1996
Computer Learning Center MCSE 4.0 -
01.1994
Institute for Advance Communications -
01.1993
Microsoft Official Curriculum Windows 2000 Network and O/S Essentials course -
Microsoft Official Curriculum Windows 2000 Professional and Server Course -
Timeline
Sales Management
CAR CONCIERGE GROUP
07.2024 - Current
Service Desk Manager & IMC Manager
Dell
02.2009 - 01.2017
Application Analyst (MADSFS) Team Lead
Micron
10.2004 - 09.2008
Network Analyst
American Red Cross
09.2001 - 03.2004