Rick Lorenc Email & Phone Number

United States

Assembly Specialist and Trainer.

Region Support Specialist II 2010 — 2017 (Acquistion of ADP)Led teams and managed projects for BMW Dealer Management System applications and networks for 350+ BMW and MINI dealerships nationwide. Worked with company to develop plans to train team with new applications and installs as well as conduct all new-hire training. Managed company’s Local Area Networks (LANs) in correlation with Verizon Business for WAN connections. Ensured LANs were following BMW’s strict topologies and set routing… Show more Region Support Specialist II 2010 — 2017 (Acquistion of ADP)Led teams and managed projects for BMW Dealer Management System applications and networks for 350+ BMW and MINI dealerships nationwide. Worked with company to develop plans to train team with new applications and installs as well as conduct all new-hire training. Managed company’s Local Area Networks (LANs) in correlation with Verizon Business for WAN connections. Ensured LANs were following BMW’s strict topologies and set routing and VLAN configurations as well as provided IT support of devices. Supported Dealer Communication Systems and Windows-based PC operating systems for the BMW and Mini Manufacturer-Support Client / Server and workgroup networks. Show less

Regional Support Specialist II Feb 2000 – April 2010 Electronic Data Systems (EDS)- Provide technical customer support to automotive dealerships for multiple manufactures in parts, service and DCS applications - Train Level I associates with application and user troubleshooting and resolving customer issues.- Troubleshoot and resolve escalated cases to maintain software efficiency, in addition to working with programmer’s and R&D for diagnosis.- Initiate pilot… Show more Regional Support Specialist II Feb 2000 – April 2010 Electronic Data Systems (EDS)- Provide technical customer support to automotive dealerships for multiple manufactures in parts, service and DCS applications - Train Level I associates with application and user troubleshooting and resolving customer issues.- Troubleshoot and resolve escalated cases to maintain software efficiency, in addition to working with programmer’s and R&D for diagnosis.- Initiate pilot sites for software changes on both AS/400 systems and our centralized server. - Proactively work with customers to reduce the negative impact in case of a faulty application updates.- Traveled and performed on site SRS Migrations to the centralized environment across the United States. Show less

Roscommon, Michigan

• Answers technical questions about vehicle problems, warranties, services, and repairs.• Grows the service department's revenue in addition with help in increasing service repair orders value by recommending necessary repairs or maintenance to customers.• Oversees service orders and warranty repairs and authorization.• Maintains Customer Satisfaction scores at or above company standards.• Oversees training and supervising of service department employees.• Works with upper… Show more • Answers technical questions about vehicle problems, warranties, services, and repairs.• Grows the service department's revenue in addition with help in increasing service repair orders value by recommending necessary repairs or maintenance to customers.• Oversees service orders and warranty repairs and authorization.• Maintains Customer Satisfaction scores at or above company standards.• Oversees training and supervising of service department employees.• Works with upper management to make service department hiring and discipline decisions.• Sets schedules and assigns tasks to service department employees.• Reinforce company policies and adheres to company standards.• Encourages compliance with applicable laws and regulations.• Maintains good working relationship with factory and customers.• Attends required manager meetings and maintains effective employee relations. • Interact with external vendors.• Manage technician productivity.• Take ownership of the customer's experience by carrying out those additional assignments that allow the dealership to leave a positive impression with the customers.• Managed team of technicians for proficiency and quality of work to exceed customer expectations. • Coded warranty repair orders and submitted to the manufacturer for reimbursement. • Reconciled and maintained warranty schedules to keep current in order to leverage departmental debts and profit.• Proactively called customers to ensure excellent customer service was provided in order to increase return business.• Assisted in service consulting, answering phones, managing appointment scheduleKEY ACHIEVEMENTSEarned General Motors Customer Service Award 3 years consecutively for highest district customer satisfaction survey resultsAchieved Top 5 ranking continuously in Customer Service Index ratings among dealer groupsReceived Saturn Retail Systems Migration Excellence Award from GM / Saturn Corp. for exceeding company objectives Show less

Associate Of Science (As), System, Networking, And Lan/Wan Management/Manager, 3.8 Gpa

Network Engineering

Information Technology

Microsoft Engineer