Samriti Verma

Experience

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  Faculty of Business and Information Technology, UOIT

  Oct 2018 - Nov 2018

  Graduate Research Assistant

  - Review of Privacy Code of Practice paper written on Autonomous and Connected Vehicles- Respond to reviewers comments- Prepare privacy code of practice- Proofread privacy code of practice

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  Verifone

  Aug 2019 - Jan 2020

  Tier-II Technical Support Consultant

  ‒First point of contact for all Verifone Petroleum customers across the United States‒Handled queries via email and phone ‒Troubleshoot Verifone Retail POS system and Pinpad related issues‒Analyzed various software logs to produce solutions and resolutions ‒Monitoring authorization and settlement servers for stability‒Troubleshooting payment processing authorization and settlement servers

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  Ingram Micro

  Feb 2020 - Feb 2021

  Cloud Support Specialist

  -Provided operational support of the Microsoft Azure CSP program, escalating to Microsoft when appropriate-Analyzed and troubleshoot complex technical support incidents and problems for clients-Worked closely with Microsoft to follow up on outstanding issues and creating a tracker and report on outstanding issues with Microsoft & remediation plan-Provided superior customer service and follow up with customers and VAR’s by using Ticketing tool Zendesk-Contributed to internal knowledgebase articles, processes and procedures Show less

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  Apple

  Feb 2021 - now

  Technical Support Advisor

  - Managing and mentoring a team of more than 10 people on troubleshooting supported products- Providing one on one mentoring to new advisors and assisting them with technical troubleshooting for distinct issues with supported products- Providing technical support for IOS products (i.e. iPhone, iPad, apple watch, and AirPods)- Providing technical support for MAC products (i.e. Macbooks, Mac Mini, iMac)- Ensuring superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot.- Assisting customers to back up their data with iCloud and transfer data from one device to another- Troubleshooting issues related to Activation lock, Screen time, devices connectivity and password reset for iCloud/apple id accounts- Handling and reporting scam calls and emails received by customers - Creating and Managing services and repairs for broken and damaged devices - Managed a wide variety of technical and administrative tasks to resolve customer issues quickly and efficiently Show less

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  Attorney General | Procureur général

  Nov 2023 - now

  Court Officer