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, FLSome College (No Degree) - Nursing
Mississippi Gulf Coast Community College
Gulfport, MSHigh School Diploma -
Coconino High School
Flagstaff, AZ05.2020
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