Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Khaliel Lee

Flagstaff,AZ

Summary

Resourceful Advanced Repair Agent providing efficient and professional support for Windows and Apple electronics. Outstanding customer service skills.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Geek Squad Advanced Repair Agent

Best Buy, Geek Squad
06.2023 - Current
  • Installed, managed and updated operating systems and supported applications.
  • Kept records of all repairs and fixes for future reference.
  • Troubleshot system failures or bugs and provided solutions to restore functionality.
  • Set up hardware and installed and configured software and drivers.
  • Managed security options and software in computers and networks to maintain privacy and protection from viruses and attacks.
  • Diagnosed and repaired mechanical issues according to industry standards.
  • Recorded completed repairs, all further repairs required and parts to be ordered on service call ticket.
  • Troubleshot computer issues involving OS problems, viruses and hardware failures.
  • Enhanced customer satisfaction ratings by efficiently resolving technical, on-site and account issues.
  • Managed day-to-day operations and maintenance of equipment.
  • Specialized in support systems, inspections and detailed repairs to achieve operational efficiency.
  • Serviced and repaired equipment according to manufacturer guidelines.
  • Assessed and identified issues and quickly resolved to restore functionality.
  • Offered repair or service options to help customers make decisions.
  • Trained employees and agents on the services and solutions that Geek Squad has to offer.
  • Built/Repaired/Maintained custom gaming computers.
  • Provided over the phone solutions and services to clients.

Geek Squad Consultation Agent

Best Buy, Geek Squad
10.2021 - 06.2023
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Installed, configured and set up PCs in stores for optimal operation and reporting.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Supported employees with advanced troubleshooting on helpdesk tickets.
  • Assisted in innovated technical support process refinement to improve customer service and support.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Updated and reconfigured existing and new computers with current software and operating systems.
  • Assisted online users via phone to resolve issues related to software and system use and access.
  • Organized and maintained front end.
  • Helped train clients on their technology and showed them how their new systems/software worked.
  • Trained new employees on the skills and procedures needed of the Geek Squad Consultation Role.

Education

Some College (No Degree) - Computer Science

Full Sail University
Winter Park, FL

Some College (No Degree) - Nursing

Mississippi Gulf Coast Community College
Gulfport, MS

High School Diploma -

Coconino High School
Flagstaff, AZ
05.2020

Skills

  • Building computers/Hardware replacement
  • Computer system maintenance
  • Windows 7, 8, 10, 11, Apple iOS expertise
  • Mobile device troubleshooting
  • Client management abilities
  • Testing and analysis
  • Troubleshooting
  • Service ticket accuracy
  • Client relationship management
  • Expertise in installations
  • Work ethic
  • People skills
  • Data management
  • Computer skills
  • Team Player
  • Virus and Malware Removal
  • Innovating new solutions and improvements
  • Customer service
  • Reliable and trustworthy
  • Pseudo leadership experience

Certification

Certified Apple Repair Agent


Timeline

Geek Squad Advanced Repair Agent

Best Buy, Geek Squad
06.2023 - Current

Geek Squad Consultation Agent

Best Buy, Geek Squad
10.2021 - 06.2023

Some College (No Degree) - Computer Science

Full Sail University

Some College (No Degree) - Nursing

Mississippi Gulf Coast Community College

High School Diploma -

Coconino High School
Khaliel Lee