Zenas Ansari

Experience

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  Seagate Technology

  Jun 2008 - May 2015

  Blended Support Specialist

  - Provide pre-purchase information, warranty exchange, and technical support and storage solutions to customers through company products.- Observe, Maintain, and execute a working knowledge of company products, policies, and procedures.- Perpetuate best-in-class customer service to end-users and company affiliates via first contact resolution, error/issue tracking, and follow-ups via phone or email.- Establish and maintain high levels of customer satisfaction according to defined objectives while adhering to company goals and policies. Show less

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  Cox Business

  Sept 2015 - May 2020

  Customer Service Specialist

  - Act as an escalation point for sales managers, directors, and VPs to assist in the break/fix and billing processes for escalated customers who require expedient resolution.- Analyze customer's network configuration to recommend appropriate hardware and software upgrades regarding company products and services.- Coordinate with customers, boundary partners, and management to resolve one-off and intermittent escalated issues.- Resolve tickets within established SLAs and raise issues that require management attention or involvement. Show less

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  US Tech Solutions

  Mar 2021 - Mar 2022

  Help Desk Analyst I

  Stationed at Farmers Insurance (Remote)- Provide Tier 1 IT support to non-technical internal users on Windows 10 based environments via phone, chat, email, Webex remote access, and ServiceNow CRM.- Assist customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.- Install, modify, and repair software to resolve technical issues. Log support tickets and close when resolved in ServiceNow CRM.

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  Akkodis

  Oct 2022 - Apr 2024

  Help Desk Analyst

  Contractor @ Northwestern Mutual