Waleed K.
AppleCare Advisor | CS @ ECU | Aspiring Ethical Hacker | Cybersecurity Enthusiast | Privacy Advocator
- Role
- Support Advisor - Level 2 at Apple
- Location
- Greenville-Washington, NC, US
- LinkedIn followers
- 500 followers
About Waleed K.
I am a Computer Science student at East Carolina University, completing my bachelor’s in…
Experience
Support Advisor - Level 2
May 2023 — Present
Provide expert technical support and troubleshooting for both hardware and software issues across Apple devices, including Macs, iPhones, iPads, and related peripherals- Research and diagnose complex problems by analyzing device behavior, user reports, and system logs to identify root causes- Deliver timely and effective solutions to ensure minimal downtime and optimal device performance, balancing urgency with quality service- Maintained a customer stratification & issue resolution rate above 95% through consistent, high-quality service- Collaborate with cross-functional teams to escalate and resolve more complex technical issues- Educate customers on best practices, system features, and maintenance tips to enhance their overall experience with Apple products.
Education
East Carolina University
Artificial Intelligence Certificate, Artificial Intelligence
Guilford Technical Community College
Associate of Science - AS, Transfer Student - Computer Science
East Carolina University
Computer Science - BS
East Carolina University
Master of Science - MS, Information & Cybersecurity Technology
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