Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Biji Balakrishnan

Hawthorne,USA

Summary

Attentive and goal-focused brings successful approach to cultivating complex best practices to meet organizational and regulatory expectations. Detail-oriented focus on achieving expected outcomes. Enthusiastic hard worker with expertise in cultivating lucrative client relationships and implementing better processes and procedures. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Geek Squad Manager

BEST BUY /GEEK SQUAD
Los Angeles, CA
11.2014 - Current
  • Managed operations and customer experience related to Geek Squad services for electronic devices (computer and mobile phone repair)
  • Served as a subject matter expert in the store services portfolio, identifying opportunities, implementing plans, and driving priorities for best employee and customer experiences
  • Provided work direction, ongoing training, career development, and performance management to Geek Squad Agents and supervisors
  • Ensured optimal deployment of employees to maximize efficiency across
  • Analyzed reporting and performance indicators, such as customer satisfaction, turn time, productivity, and revenue metrics, to identify gaps and lead the team in improving results
  • Recruited, hired, and onboarded a diverse agent workforce
  • Performed in-store leadership duties as needed, including opening, closing, cash management, and manager on duty tasks.

Desktop Support Technician

GEEK SQUAD
Los Angeles, CA
06.2012 - 10.2014
  • Troubleshot computer systems to identify and resolve operating system and application problems.
  • Assisted with the installation of new computers, peripherals and other IT-related equipment.
  • Configured user accounts in Active Directory for access to corporate resources.
  • Performed regular maintenance activities such as virus scans, disk de-fragmentation.
  • Diagnosed network connectivity issues by troubleshooting LAN and WAN components including routers, switches and cables.
  • Oversaw hardware, software and networking component monitoring, testing and installation to assist maintenance and migration.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Designed and customized implementations to provide system integrity and security.

Systems Administrator

ACNT
Los Angeles, CA
02.2009 - 10.2010
  • Managed complex corporate servers, desktops and networks
  • Assisted in server and email configuration such as sharing-permissions, and data migration
  • Configured Windows Servers and provided ongoing software maintenance.

Desktop Support Technician

Geek Squad - Best Buy
Los Angeles, CA
03.2003 - 01.2009
  • Resolved service requests by individually troubleshooting and addressing user issues.
  • Troubleshot computer systems to identify and resolve operating system and application problems.
  • Offered customer support on both Windows and Mac OS including email, security and spyware protection, and firewall configuration.
  • Provided technical support to users regarding hardware, software and network related issues.
  • Installed and configured hardware such as printers, scanners, monitors, keyboards and mice.
  • Assisted with the installation of new computers, peripherals and other IT-related equipment.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.

Education

B.S. Computer Science -

Universal College of Engineering
Pathanamthitta
08.1998

Skills

  • Operations Management
  • Customer Experience Enhancement
  • Strategic Planning
  • Performance Analysis
  • Team Leadership and Development
  • Recruitment and Onboarding
  • Communication and Collaboration
  • Problem Solving
  • Hardware configuration and/or troubleshooting
  • End-user Software configuration and/or troubleshooting

Certification

  • MCSA/MCSE, 2002, USA
  • A+ Certified Professional, 2002, USA

Timeline

Geek Squad Manager

BEST BUY /GEEK SQUAD
11.2014 - Current

Desktop Support Technician

GEEK SQUAD
06.2012 - 10.2014

Systems Administrator

ACNT
02.2009 - 10.2010

Desktop Support Technician

Geek Squad - Best Buy
03.2003 - 01.2009

B.S. Computer Science -

Universal College of Engineering

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Biji Balakrishnan