Employee of the Month – Bill Castillo

1

We’re always thankful for our crew here at ComputerCare. At this time of the year, we especially appreciate everything that they do each and every day to keep our customers’ devices in tip-top shape.

This month, we have the pleasure of putting the spotlight on Bill Castillo. Bill works at our headquarters in Santa Clara. He joined ComputerCare as a technician back in October 2015, and has proven to be a wonderful asset to the team.

Bill stands out thanks to his willingness to step up and complete any task at hand. He is our Thunderbolt display master, and always completes those repairs with ease. Bill also lends a hand to other members of the team whenever needed. He is the comedian of the group, and always keeps people laughing and smiling.

We sat down with Bill this week to ask him about his work, and his life away from the office. Here’s a small part of that conversation:

CC: Describe your role here at ComputerCare
BC: I’m a Computer Technician, and my main role is to diagnose and fix the devices and laptops that come in for repair.

CC: What is the most challenging part of your job?
BC: One of the most challenging things about being a computer technician is the pace of change. We see new systems with new requirements all the time, so keeping up with that can be difficult.

CC: What do you appreciate most about your work?
BC: My co-workers, and the support we give each other. It’s a very friendly and cooperative atmosphere that we all appreciate.

CC: What’s the most rewarding part of your work?
BC: It’s a great feeling whenever I find out what’s wrong with a system and get it up and running again. It’s really a sense of accomplishment.

CC: What was the best gift you ever gave someone?
BC: One of the best (and possibly the weirdest) gifts I’ve ever given was what you could call a Murder Bag. It was a duffle bag full of things like duct tape, a hacksaw, gas can, and bleach. On a side note, it was when Dexter was big, so that might help you understand a bit of the background to that story.

CC: Finally, what’s one thing about you that people might not know about?
BC: Something people definitely don’t know is that I was ordained by the Universal Life Church of Modesto California to perform weddings. If you’re ever in need, you know where to come.

Congratulations, Bill. We’re really thankful for everything you do!

ComputerCare is growing! We’re always on the lookout for talented technicians and customer service representatives. If you’re interested in joining our team, connect with us via email: HR@ComputerCare.net or check out our LinkedIn page for current openings.

Tech Tip: Upgrading Your iPhone? Do This First.

1

It’s that time of year again when many of us are thinking about upgrading to a new Apple iPhone. If you’re one of those people, there are a few important steps you should take to protect your identity before selling it or giving it to someone in your family.

An old iPhone can be a treasure trove of personal information, not least of which can include personal and work email, access to your subscription services and cloud storage, your photos and apps. Your phone was probably also paired to numerous headphones, car audio systems and a variety of smart watches and other devices throughout your home or office. So, before you sell or give away an iPhone, it’s really important to erase any information about you that you wouldn’t want others to have.

If you use iCloud, like many iPhone and iPad users do, one important thing to remember when deleting data from your device is that you should not manually delete contacts, documents, photos, or any other iCloud information while you’re signed in with your Apple ID. This permanently deletes your content from the iCloud servers and any of your devices signed in to iCloud.

According to an Apple support page, here are the steps you should follow. We’ve included links back to additional support pages for reference:

 

If you still have your iPhone:

  1. If an Apple Watch is paired to your iPhone, first unpair your Apple Watch.
  2. Choose an appropriate method to back up your device using iTunes or iCloud.
  3. Sign out of iCloud, iTunes and App Store.
    • If your iPhone is using iOS 10.3 or later, tap Settings > [your name]. Scroll down and tap Sign Enter your Apple ID password and tap Turn Off.
    • If you’re using iOS 10.2 or earlier, tap Settings > iCloud > Sign Out. Tap Sign Out again, then tap Delete from My [device] and enter your Apple ID password. Then go to Settings > iTunes & App Store > Apple ID > Sign Out.
  4. Return to Settings and tap General > Reset > Erase All Content and Settings. If Find My iPhone is activated, you may need to enter your Apple ID and password.
  5. If asked for your device passcode or Restrictions passcode, enter it. Then tap Erase [device].
  6. If you’re switching to a non-Apple phone, you should deregister iMessage.
  7. If you have additional questions, you may need to contact your carrier for help transferring service to a new owner.

 

If you no longer have your iPhone

If you didn’t complete the steps above, and you no longer have your device, you should try the following:

  1. If had been using iCloud and Find My iPhone on the iPhone, sign in to iCloud.com or the Find My iPhone app on another device, select the iPhone to be deleted, and click Erase. After the iPhone has been erased, click Remove from Account.
  2. If you can’t follow either of the above steps, you should change your Apple ID password. This won’t remove personal information that’s stored on your old device, but it prevents the new owner from accessing or deleting content from your iCloud account.
  3. If you’re switching to a non-Apple phone, you should deregister iMessage.
  4. If you used Apple Pay with your old iPhone, you can remove your credit or debit cards at iCloud.com. Choose Settings and find which of your devices use Apple Pay, and click the device. Next to Apple Pay, click Remove.

We hope you get many years of use and enjoyment out of your iPhone. And don’t forget, if you’re in the Santa Clara or Seattle areas, ComputerCare handles warranty and non-warranty repairs on all Apple products, including battery replacement, screen repairs and much, much more. Go to our iPhone repair page for more information, and to submit a ticket.

Employee of the Month – Obed Hernandez

1

Obed is based at ComputerCare’s Santa Clara office, where he is a valuable part of our accounting team.

We sat down with Obed recently to ask him about his role, and interests away from the office. Here’s an excerpt of our conversation:

CC: Describe your role here at ComputerCare
OH: I am an Accounting Clerk for ComputerCare. Basically, this means that I’m in charge of keeping all of the company’s financial records up to date, I’m also in charge of processing ComputerCare’s business transactions, like accounts payable and receivable, disbursements, expense vouchers and receipts.

CC: What is the most challenging part of your job?
OH: Accounting is all about making sure that every detail is just right. So, when you’ve been working long hours or you’re facing a tight deadline, it can be hard to maintain focus.

CC: Do you have a favorite tech gadget?
OH: Sure. I love smartphones because I appreciate how much easier they make our lives. Doesn’t everyone love their smartphone?!?

CC: We’ve heard that you love Apple Macs. Why is that?
OH: PCs are great, too, but I personally prefer Macs because of their software integration and track record of security.

CC: What do you do outside work?
OH: I love to visit National Parks. Two of my all-time favorites have to be Yosemite and the Grand Canyon. They’re amazing! I also like to travel around the world, and my next trip will be two whole weeks in China!

CC: Finally, what’s one thing about you that people might not know about?
OH: A lot of people know that I love music, but they probably don’t know that I’ve been playing the guitar and the piano since I was four years old.

Congratulations, Obed. You’re one in a million.

ComputerCare is growing! We’re always on the lookout for talented technicians and customer service representatives. If you’re interested in joining our team, connect with us via email: HR@ComputerCare.net or check out our LinkedIn page for current openings.

Employee of the Month – Yvette Esquer

1

We’re very proud to introduce our latest Employee of the Month, Yvette Esquer.

Yvette is the customer service supervisor at ComputerCare. Since joining the company in September 2016, Yvette has proven to be an incredibly valuable part of the team, always going above-and-beyond by supporting multiple locations and ensuring that every aspect of customer service is running smoothly.

We recently sat down with Yvette to ask about her role at ComputerCare, and her life outside work. Here’s an excerpt of our conversation:

CC: Describe your role here at ComputerCare
YE: As the customer service supervisor, I make sure that all of our customers are satisfied with our service and that our offices are up to date with all of their processes. I work closely on several of our client projects and deal with customer escalations at HQ whenever necessary.

CC: What is the most rewarding part of your job?
YE: I love seeing that happy look on customers’ faces after we have finished servicing one of their devices.

CC: Do you have a favorite tech gadget?
YE: I think it has to be my Apple watch. It keeps me on my toes with my health and helps me balance my home and work life at a glance.

CC: You’re a dog-lover, right? Tell us about your puppy.
YE: Yes, I received my puppy, Chikita, as a gift. She was the absolute best gift ever. She has brought us such great memories and joy.

CC: What do you do outside work?
YE: I love to go on a good adventure, especially if it involves ending up at a great ice cream shop! I enjoy spending my free time with my 1 year old niece. That usually consists of a lot of laughter and bananas.

CC: Finally, what’s one thing about you that people might not know about?
YE: I am completely obsessed with crime shows and podcasts! If I didn’t love what I do here at ComputerCare so much, I might have gone into the criminal justice field!

Congratulations, Yvette. And happy 1st anniversary at ComputerCare. We’re thrilled to have you as part of our team.

ComputerCare is growing! We’re always on the lookout for talented technicians and customer service representatives. If you’re interested in joining our team, connect with us via email: HR@ComputerCare.net

Employee of the Month – Zhensheng Lei

1

Our latest Employee of the Month is Zhensheng Lei. He is a computer technician working with our onsite team since joining ComputerCare in February, 2015.

Zhensheng has proven to be an asset to the company. Whenever our customers need help at a remote location, he is always willing to help without hesitation. His eagerness and drive to provide exceptional customer service are vital in an industry like ours, where reputation is such a critical part of our business success.

In addition to being very productive, Zhensheng is always ready to learn about new products, and shows that he wants to do more for the company. His humility and work ethic make him a joy to work with, and we are glad to call him our colleague.

We asked Zhensheng to share a few more details about his work and life outside ComputerCare, and here’s some of what he had to say:

CC: What is the most challenging part of your job?
Zhensheng: The most challenging part would be becoming familiar and efficient with newer models. While challenging, I do enjoy working on something I haven’t worked on before. It’s like a change of pace, new scenery.

CC: What is the most rewarding part of your job?
Zhensheng: Knowing I am helping our customer get working computers so they can be productive and build trust between us and them.

CC: What are the best and worst gifts you’ve ever given and received?
Zhensheng: The best gift I have ever received, is from my wife, with our first baby on the way! The worst gift I ever received was bad food at a restaurant.

CC: Tell us one thing about yourself that people might not know.
I used to be a volunteer firefighter.

Congratulations, Zhensheng. Welcome to the Employee of the Month club!

ComputerCare is growing! We’re always on the lookout for talented technicians and customer service representatives. If you’re interested in joining our team, connect with us via email: HR@ComputerCare.net

My Experience Replacing a 2012 MacBook Air Battery at ComputerCare

1

Hi. My name is Mark Chisholm. I work in public relations, and happen to be part of the team that gets to support ComputerCare. This blog post is a little bit different because I wanted to share my first-hand experience of having my laptop’s battery replaced.

I have a MacBook Air. It’s my primary work laptop, and I find it light and really easy to use. It’s a five-year-old mid-2012 model, and (thanks to the case I keep it in) it still looks and works very well. I don’t do anything too taxing on my Air; in fact, I primarily use just six or seven applications, like Outlook for email, Word, Excel and PowerPoint for documents, Google Chrome as my web browser, Slack for internal messaging and Spotify for music. I occasionally joke with my boss that I’d like to upgrade to a newer machine, but all in all this has been an incredibly reliable laptop that more than meets my needs.

replacement battery

Old battery: Only 2 hours on a full charge

 

Like many people, I generally have my laptop’s AC plugged in when I’m at the office, so battery life is never an issue. But at home, where I also frequently use my computer, I noticed a sudden drop in battery life over the past couple of months. It wasn’t terrible, but it was enough that I’d try to extend it by turning off Slack and lowering screen brightness. Even then I was only getting a couple of hours out of it without the power cord.

When I saw a ‘service battery’ message pop up, I was naturally a bit more concerned, so I tried resetting the System Management Controller (SMC) to see if that would help. I’d recommend trying that first if you’re having similar battery problems (link to Apple Support’s SMC reset instructions here), but it didn’t work for me, so I knew it was likely to be a battery hardware issue.

The good folks at ComputerCare in Seattle kindly ran some diagnostics on my laptop and quickly identified the battery problem, which would unfortunately require a replacement. All I needed to provide ComputerCare was the model number and serial number of the laptop, and they ordered the appropriate replacement battery. Keep in mind that these are 100 percent genuine Apple parts, so ComputerCare sources them directly from Apple.

replacement battery

Email confirmation: My replacement battery was on the way.

 

I could have left my laptop there, but I hadn’t done a back-up of the data, so I decided to take it with me and wait a few days while the replacement battery was being shipped. When the day arrived, I was pleasantly surprised to receive a phone call from ComputerCare’s Seattle team, confirming that my battery was in stock and they were ready to repair it as soon as I could drop it off. I proceeded to clean up my files and back everything up to iCloud as well as to a large capacity USB thumb drive. The back-up process took longer than I’d expected, but it was still less than an hour, total, and I could keep working while it did that in the background.

When I arrived at ComputerCare’s Seattle office (on 2nd Ave in Belltown), I filled out some simple paperwork and fully expected to leave my laptop for a few days. To my surprise, I was told that it would only take 30 minutes if I was willing to wait. So, after a quick walk down to Drip City Coffee for a drink, I was back to pick up my laptop. I signed some more paperwork and paid for the repairs, and it was done. Did I mention how quick and painless that was?

replacement battery

New battery: Almost 8 hours on a full charge

 

Needless to say, I’m a very happy camper right now. My battery can last almost an entire work day without being plugged in, and I don’t have to worry about dimming the screen or turning off any apps. And even though I had prepared a spare laptop, I ended up not needing to use one (but I’d still recommend making a back-up of your data, just in case).

Ultimately, I’m really glad that I’ll be able to get at least another year or two out of this laptop. The whole repair process was quick, painless, and cost-effective. That’s music to my (and my boss’) ears.

Finally, a big shout out to the team at ComputerCare in Seattle. Everyone was courteous, helpful, professional, knowledgeable and fast.

If you need a replacement battery, or any other hardware related service, fill out a service ticket here.

Employee of the Month – Kshitiz Joshi

1

Summer is definitely here, and it’s time to introduce you all to our Employee of the Month for July, Kshitiz Joshi, more commonly known by our team as Joshi.

Joshi joined ComputerCare in February 2015, and is one of the company’s computer technicians, based at our headquarters in Santa Clara. All of our technicians are experts when it comes to getting important devices up and running again, but Joshi stands out from the crowd for his positive attitude and reliability. In his two years at ComputerCare he has adapted to new tasks quickly and has always been willing and ready to help out whenever and wherever needed. This extends to our new hires, who quickly learn that they can turn to Joshi for help or advice.

In addition to his role diagnosing and fixing issues with Apple and Lenovo computers, Joshi enjoys working with people. “I really value the sense of camaraderie that exists here at ComputerCare,” he said. “I’m motivated by working with other people, and learning their perspectives on how to get things done. That interaction provides me with new learning opportunities that promote workplace synergy. Honestly, I learn something new every day, and think that my colleagues are hilarious.”

We asked Joshi to share a few details about his life outside work, and here’s some of what he had to say:

CC: Are you a Mac guy or a PC guy away from work?
Joshi: I prefer using Macs because of the integration between the hardware and software. I like the build quality and performance, too. Having said that, when it comes to phones, I’ve been using Android for more than six years.

CC: What’s your favorite TV show?
Joshi: Stanger Things!

CC: What’s the best gift you’ve ever given someone?
Joshi: I surprised my sister once with an Apple laptop and an iPad. She was very surprised and happy.

Congratulations, Joshi. Welcome to the Employee of the Month club!

ComputerCare is growing! We’re always on the lookout for talented technicians and customer service representatives. If you’re interested in joining our team, connect with us via email: HR@ComputerCare.net

New Repair Center Open in Seattle

1

ComputerCare is expanding! We’re proud to announce the opening of a brand-new repair center in the heart of downtown Seattle. With views of the iconic Space Needle and just a stone’s throw from the rapidly growing South Lake Union area, ComputerCare’s Belltown location is the only authorized Apple repair center in the entire downtown area.

Home to well-known companies such as Amazon, Microsoft, Expedia, Zillow and a host of highly respected biotech and research organizations, the greater Seattle area is experiencing unprecedented growth and expansion. What it lacked, however, was a world-class technology repair provider catering to the needs of consumers and businesses downtown. Located at 2827 2nd Avenue, the new facility offers ComputerCare’s full range of repair and service offerings for Apple, Lenovo, HP and Toshiba products. For business clients, this includes free pick-up and delivery.

authorized Apple repair

New authorized Apple repair center in Downtown Seattle

Commenting on the new location, ComputerCare President, Georgia Rittenberg said, “Establishing a base in Seattle makes a lot of sense for ComputerCare. It allows us to bring our award-winning repair services closer to existing customers in the Seattle region, while opening new opportunities for future expansion in the Pacific Northwest. The Seattle area is a booming technology center, and yet suffers from a real shortage of quality computer and phone repair options. We’re very excited to offer our exceptional repair services and personal attention to businesses and consumers throughout the Seattle metropolitan area.”

If you live or work in the Seattle area, and are having problems with your laptop or mobile device, feel free to give us a call or drop by our office for a consultation. Our friendly team is there to help.

You can reach our Seattle team at 206-743-8052. Or, to open a help ticket, visit: http://computercare.net/local-services/ and click on “Get Started.”

Employee of the Month – Khuong Nguyen

1

Our Employee of the Month for June is Khuong Nguyen.

Khuong is a Computer Technician handling various managed services at one of ComputerCare’s customer sites. He has been with ComputerCare since September 2013.

Our company boasts many top-notch technicians and repair experts, but even among this crowd Khuong is known as a “repair machine.” With productivity landing in the top three every month, Khuong has become an invaluable member of our team, often helping out by transporting parts for urgent orders – all while maintaining his own work effortlessly.

In his spare time, Khuong loves to hang out with his kids, watching and playing soccer, and going fishing. He loves Vietnamese Pho noodles and other Asian food, but whenever he dines out he also likes to try different American and Mexican restaurants.

Congratulations, Khuong. Welcome to the Employee of the Month club!

ComputerCare is growing! We’re always on the lookout for talented technicians and customer service representatives. If you’re interested in joining our team, connect with us via email: HR@ComputerCare.net

Employee of the Month – Van Huynh

1

This month we have the pleasure of introducing our latest Employee of the Month, Van Huynh.

Van works in our purchasing operations at ComputerCare’s headquarters in Santa Clara, California, where she manages to keep our order queue under control. In addition to her role in purchasing and providing support for her team, Van has a lot of experience helping in other areas such as ordering parts, helping to cover our backlog list and emailing escalations whenever needed. In addition, Van steps in from time to time to deal directly with an OEM on special projects. Van is a great example to our other employees, and has shown herself to be extremely competent and responsible with a positive work ethic. No task is too big or too small for her!

Van began working at ComputerCare in July of 2015. In her free time, she enjoys spending time with her puppy, traveling, going on food adventures, binge watching TV shows like Criminal Minds, How to Get Away with Murder and MasterChef Junior. Living in California, there’s no shortage of amazing Asian food everywhere you turn, and some of Van’s favorites include Japanese restaurants that serve sushi and yakitori. In fact, if you’re ever in the Santa Clara area, Van recommends a sushi restaurant called Tomi Sushi.

Congratulations, Van. Welcome to the Employee of the Month club!

ComputerCare is growing! We’re always on the lookout for talented technicians and customer service representatives. If you’re interested in joining our team, connect with us via email: HR@ComputerCare.net