Bryan Dillahunt

About Bryan Dillahunt

Catalyst of change through planning and organization Conceptual thinker Designer…

Experience

1. Service Desk Delivery Manager

   Xerox

   Sep 2014 — Present · Charlotte, NC, US

   Own, manage and communicate the operational relationship with assigned clients.• Manage key client projects by communicating effectively with project team members, management and project stakeholders on status, issues, risks, and project goals and objectives.• Lead internal and client meetings with thorough documentation and rigorous follow-up.• Manage client and project documentation, communications, meetings and required meeting follow ups.• Track metrics around infrastructure performance and service requests.• Document and track issue tickets to completion using a call tracking application.• Provide technical over the phone support to home and corporate office customers.• Troubleshoot printer hardware and replace parts when needed.• Provide exceptional customer service on site visits or over the phone for Lowes, Best Buy, Staples, Bank of America, Herman, Ingram-Micro, Presidio, OnePath, Atrium and others. • Upgrade printer drivers and firmware; Laser Printer Repair HP, Lexmark, Zebra, IBM.• VOIP configuration installs, testing and troubleshooting, Cisco, ShoreTel, Avaya and Mitel.• Cisco BroadCloud, MiCloud Connect and Avaya OneCloud.• Network Installation and Configuration. • Relocation and Data center moves. • Full operational responsibility including resource utilization, materials management, equipment, assets and inventory management and control• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.• Resolved common user concerns by utilizing preset issue resolution scripts.• Experience with ticketing systems, ServiceNow, Remedy and ZenDesk• Managed 2700 printer devices in this healthcare facility environment. Each department had a specific plan implemented, depending on the needs, to install, repair, and troubleshoot.

Education

• North Carolina Agricultural and Technical State University

  BS, electronics and computer technology

  2000 — 2004

Skills

• Windows Xp
• Networking
• Software Installation
• Computer Hardware
• Printers
• Tcp/Ip
• Vpn
• Troubleshooting
• Operating Systems
• Technical Support
• Cisco Technologies
• Bmc Remedy
• Citrix
• Switches
• System Administration
• Sharepoint
• Active Directory
• Xp
• Hardware
• Software Documentation
• Servers
• Routers