Bander Bin Khlaif
IT Lead
Riyadh,01
Summary
Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. With over 7 years of experience in Technical Support, Resolving problems, improving processes and customer satisfaction.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Technology Operations Lead
Anphaz Pte Ltd
Remote
04.2022 - Current
- Managed multiple support channels for Swimmer Network partners including Validators, game developers and players
- Setup and managed partner support flow that will be scalable as Swimmer Network grows (eg, ticket system)
- Helped facilitating and onboarding of new partners to Swimmer Network
- Participated in partnership discussions as point of contact for technical / business support
- Assisted with coordinating any community activities / initiatives for Swimmer Network
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Proved successful working within tight deadlines and fast-paced atmosphere
- Improved operations through consistent hard work and dedication.
Genius
International Plaza Apple Store
Tampa
11.2016 - 04.2022
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions
- Identified customer's hardware and network system issues, performing troubleshooting techniques for remediation on MacBook, Mac mini, iMac and Mac OS
- Provided guidance, knowledge, tips and training to customers and coworkers
- Was selected to be part of Early Field Failure Analyst team at Apple International Plaza Apple store to capture early failures in new devices to shape better experience for Apple customers
- Mentored some co-coworkers and helped them overcome daily challenges to become successful at their job
- Led, provided advice, and recommendations to Apple International Plaza Genius Bar team that consists of 80 technicians and served over 400 customers daily on multiple occasions
Cellular Quality Assurance Engineer
Apple
Remote
06.2021 - 11.2021
- Prepared, and maintained multiple internal systems for QA testing purposes
- Reported multiple bugs and submitted feedback to cellular carriers and internal teams
- Tested cellular features of iPhone, iPad and Apple watch prior to watchOS and iOS releases
- Analyzed lap and field testing results then made necessary modifications to improve testing results
- Tested unreleased operating systems on multiple iPhones, iPads, and Apple Watches
- Evaluated logs pulled from multiple bots to determine cellular features were tested successfully
- Used critical thinking to break down problems, evaluate solutions and make decisions
Watch Cellular Quality Assurance Engineer
Apple
Cupertino
05.2018 - 10.2018
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Tested cellular features of Apple watch and iPhone prior to watchOS and iOS releases
- Worked on Apple Watch S4 and iPhone XS, iPhone XS Max, and iPhone XR to ensure cellular features work perfectly without issues prior to launching these devices
- Reported multiple bugs and submitted feedback to carriers and internal teams
- Evaluated logs pulled from multiple bots to determine cellular features were tested successfully
- Proved successful working within tight deadlines and fast-paced atmosphere
- Maintained energy and enthusiasm in fast-paced environment
Education
Bachelor of Science - Management Information Systems
University of Tampa
Tampa, FL 01.2013 - 05.2015
Associate of Science - Network Administration Systems
College of Telecommunications And Information
Riyadh, SA 01.2007 - 07.2009
Skills
PC, Mac upgrades/repairs, iPhone repairs, Hard drive/SSD recoveriesOperating Systems: Windows, Linux, Mac OS, IOS, TV OS, and Watch OSDatabase Management: Microsoft Access, and SQLApple Certified Mac and iOS TechnicianNetworksLAN, WAN, Cellular, Routers, and Switches
Quality assurance
Performance testing
Technical troubleshooting
Manual test case preparation
Planning and Coordination
Interpersonal Communication
Teamwork and Collaboration
Hobbies
- Exploring outdoor nature
- Trying out new food
- Meeting new people
- Spending time with family
Timeline
Technology Operations Lead
Anphaz Pte Ltd
04.2022 - Current
Cellular Quality Assurance Engineer
Apple
06.2021 - 11.2021
Watch Cellular Quality Assurance Engineer
Apple
05.2018 - 10.2018
Genius
International Plaza Apple Store
11.2016 - 04.2022
Bachelor of Science - Management Information Systems
University of Tampa
01.2013 - 05.2015
Associate of Science - Network Administration Systems
College of Telecommunications And Information
01.2007 - 07.2009