Khaldoon AlGhrairi
Louisville,KY
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Agent, Advanced IT End User Supp
Geek Squad City
Louisville, KY
01.2023 - Current
- Managed Asset Support, PC/Mac, Imaging/Reimaging, Software, and hardware install on company asset device, Device troubleshooting support using ticketing system, Partners with cross-functional teams for resources and solutions: Office Support and Level 3 Support, Deploys refreshed company assets to end users, Engages end-user to provide appropriate service solutions, while adhering to SOP, Maintains and tracks inventory of all corporate managed assets and assist warehouse agent as necessary, Deploys and integrates end user accounts to company VPN devices, Manages knowledge bases used internally by the GSC-IT & End User Support teams as well as employee facing KB's, Ticket Routing and reporting, Monitors ticket queues and turn time, Routes tickets to other groups in the IT organization as appropriate, Hardware Break/Fix, Acquires and maintains certifications needed for warranty repairs, Physical repair of desktop and laptop devices
- Maintained high level of communications and marketing skills by participating in professional activities
- Completed research to thoroughly understand client requirements.
Computer Repair Technician
Geek Squad City
Louisville, Kentucky
01.2020 - 11.2022
- Tested, resolved and repaired computer hardware failures, Replaced and repaired faulty components
- Performed data input of required material
- Performed quality inspections for all completed processes, HP Certified, Dell certified
- Updated or installed software for customers to ensure computer efficiency
- Checked in computers and performed diagnostics for repair
- Performed inventories on computers and computer repair equipment
- Assisted customers with new computer and accessory purchases
- Disassembled computer systems to troubleshoot and resolve hardware issues
- Troubleshot devices to identify and solve issues with hardware or software performance
- Identified hardware issues caused by component failures using approved diagnostic tools
- Updated software versions with patches and new installations to close security loopholes and protect users
- Installed computers and other devices individually and across networks, testing connections to support proper functioning
- Utilized password reset utility to unlock units with BIOS password locks
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes
- Identified and eliminated computer viruses and threats, implementing measures to protect against future data breaches.
Data Recovery
Geek Squad City
Louisville, KY
01.2019 - 12.2019
- CVO Check-in Process, this must be done with every CVO Shipment received from the HDD Cage, And open Smart Parts and Select “View Shipment Items, Verify that the drives in the box match how many drives were shipped, Select ‘View Shipments', Secondary Markets Check-in Process, Secondary Markets Drives must be completely checked in, shred, and shipped back to SM within 48 hours
- This is an SLA that has been put into place, so ensure they take priority when received, NLN Check-in Process, NLN No Longer Needed Drives
- These drives were ordered by a repair agent and returned to parts
- Even though they may have never been used, they still go through the full shred process
- These drives are important to get back to the Parts Team quickly as possible, as these units are already in Smartparts and can be re-ordered by an agent at any time, Shipping CVO Drives, NLN Shipping Process, SM Shipping Process, CVO Smartparts Upload Guide, Shredding Apple Drives, Shredding PCIE Drives, Shredding DRD Drives, Disposing of Gozer Waste, Excess Shipments, SCA FAIL Process, NLN FAIL Process.
Softhinks Imaging
Geek Squad City
Louisville, KY
06.2015 - 06.2018
- Wiped customer data from laptops, desktops, AIO's and apple products and them re-imaged them to be resold as refurbished
- DTMS: Date entry programs, our work deals with all kind units from laptops and desktop and AIO, includes the operating system and all the utilities that enable the computer to function
- Applications software includes programs that do real work for users
- For example, word processors, spreadsheets, and database management systems fall under the category of applications software
- Checked software programs for usability, functionality and design issues
- Produced test scripts for new automated software testing rounds
- Updated software documentation and user guides to align with current features and comply with best-practice standards.
Shipping and Receiving Associate
Geek Squad City
Louisville, KY
02.2015 - 05.2015
- Checked customer orders, labeling and documentation prior to shipment to avoid delays
- Obtained required documentation to process shipments and support movement
- Rejected deliveries containing damaged items or shortages and corresponded with shipper to rectify issues
- Communicated with carrier representatives to follow specific procedures and make special delivery arrangements
- Operated forklifts, hand trucks, or other equipment to load, unload, transport and store goods.
Education
B.SC. in English Arts -
University of Al-Turath College - Iraq
07.2005
Skills
- Microsoft Office
- Word Processing
- Data Entry
- Fluent in Arabic and English
- Mobile Device Troubleshooting
- Hardware Diagnostics
- Hardware Replacement
- Computer Programming
- Flexible Schedule
- Technical Support
- Customer service abilities
- Problem-Solving
- Resolving customer issues
- Active Directory (AD) management and administration
- - Outlook email configuration and troubleshooting
- - Network resource management shares,printers, etc)
- - Desktop support (Windows, hardware,software)
- - Operating System installation and configuration (Windows)
- - Software application installation and updates
- - Troubleshooting and problem-solving
- - Security measures implementation
Certification
- HP certified
- Dell certified
Timeline
Agent, Advanced IT End User Supp
Geek Squad City
01.2023 - Current
Computer Repair Technician
Geek Squad City
01.2020 - 11.2022
Data Recovery
Geek Squad City
01.2019 - 12.2019
Softhinks Imaging
Geek Squad City
06.2015 - 06.2018
Shipping and Receiving Associate
Geek Squad City
02.2015 - 05.2015
B.SC. in English Arts -
University of Al-Turath College - Iraq
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