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Agent: Ken Hammond
I initially came from a pure customer services background, but Geek Squad approached me, and said do you want to give this thing a go. I was a bit sceptical at first, but I've never had a job like it. I absolutely love it.
Geek Squad, Technology and Me!
- We deal with people who aren't technically minded...
...so you have to be patient if someone really doesn't know something. You get calls where people can't switch on a machine or calls asking you how to do a task when they're not even sat in front of the computer. You just have to realise not everyone has the same level of technology experience. Our Agents have the patience to deal with someone who is completely alien to these things, while explaining it all in a way they can understand. - We get a lot of silver surfers on the phone...
...and one of the best calls I had was from a 92-year-old who was having issues with his wireless router. To be fair, I didn't realise he was so old until we got to the end of the situation. He had been offline for two weeks, and I spent about 90 minutes getting him back on the net. At the end he told me it was his 92nd birthday and getting him back online was the best present anyone could ever have given him. That was a great moment for me. He was buzzing, absolutely buzzing. Happy days! - I'm an avid BlackBerry user...
...and I guess a bit of a PC and Windows expert. But that's the real beauty of this job because you get exposed to other technology that you wouldn't normally see. For example, I hadn't really used Apple products until I joined Geek Squad, but now I use them all the time, and really love them. So much so, I've thought about ditching my beloved Windows and getting a Mac.
Essential Gadget
BlackBerry
They do so much more than simply act as a phone and emailing device these days.
Favourite Gadget
Nintendo 64
It's an old school choice but I was a massive fan, and spent hours on it when I was younger.
I'd recommend...
PlayStation 3
I don't do Xbox. I've had a PS1, PS2, and now a PS3. I've been a Sony gamer since the start.
Watch out for...
Google Android
I think Google are the people to watch out for not just with their Android software, but I think they'll be moving into laptops too. I've seen talk of projecting the web onto walls, and being able to organise your photos with your fingers. It's exciting times right now because technology moves so fast and Google are always at the forefront of change and leading things that so many others then follow up on.
My most satisfying Geek Squad moment...
..helping my 92-year-old caller, but I really do enjoy it all. There are not many jobs out there where you get to do what we do. You play with the very latest technology, and not just when it's broken. We have stuff in the office so that we can get to grips and understand it all.
WE CARE ABOUT TECHNOLOGY AND ABOUT YOU
Everybody has a different tech taste. One person might be a real BlackBerry geek whereas someone else is madly into Nokia. Everyone here has real passion and we never fight over who gets to play with the new kit when it comes in.
