Samriti Verma

Samriti Verma

Graduate Research Assistant

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  • Timeline

  • About me

    Technical Support Advisor at Apple

  • Education

    • University of Ontario Institute of Technology

      2018 - 2019
      Master's degree Information Technology A

      - Volunteered Science Rendezvous at the University - Participated and Won the "What you can make in 3 Minute" contest- Attended workshops from MITACS

    • Amritsar College of Engg. & Tech, Amritsar

      2013 - 2017
      Bachelor of Engineering (B.E.) Information Technology

      - Organized inter-department events being a member of the Information Technology Department in College- Co-ordinated Hackathon 2015 held in Amritsar College of Engineering and Technology for the first time

    • Centennial College

      2021 - 2021
      Certification Cybersecurity Governance

      The list of Courses includes:- Cybersecurity and the Internet- Cybersecurity and the Healthcare Sector- Regional and International Legislation - Cybersecurity Governance- Cybercrime: Cybersecurity Ethics- Threat and Consequences for Organization

  • Experience

    • 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

    • 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

    • 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

    • 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

    • Attorney General | Procureur général

      Nov 2023 - now
      Court Officer
  • Licenses & Certifications

  • Honors & Awards

    • Awarded to Samriti Verma
      Certified Acronis Backup Cloud Support Provider Acronis Mar 2020
  • Volunteer Experience

    • Volunteer Staff

      Issued by HackerNest on Jun 2019
      HackerNestAssociated with Samriti Verma