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  3. Zaki Ahmad Ansari
Zaki Ahmad Ansari

Zaki Ahmad Ansari

IT Operations & Team Lead

🇮🇳New Delhi, India·9 years experience
Resume Verified

About

Zaki Ahmad Ansari is a Customer Support & Operations Professional with extensive experience in fast-paced, SLA-driven environments. He possesses 9+ years of expertise in delivering high-quality support, adeptly handling customer queries via tickets, calls, and emails to ensure timely resolution and high satisfaction. He is skilled in troubleshooting, system administration, and IT service management, with a proven ability to manage critical issues and minimize service disruption. He is seeking roles such as IT Support Specialist, IT Operations Analyst, or Help Desk Team Lead to leverage his com

Looking For

IT Support SpecialistSenior IT Support EngineerIT Operations AnalystHelp Desk Team LeadTechnical Support LeadIT Service Desk AnalystSystem Administrator (Junior/Mid-Level)IT Operations Team Lead

Experience

IT Support Engineer / IT Operations

Oct 2020 – Present · 5 yrs 7 mos

Genpact India Pvt. Ltd.

  • –Provided customer support via tickets, calls, and emails, ensuring timely SLA resolution.
  • –Managed incidents and service requests using ServiceNow and BMC Remedy.
  • –Served as primary customer contact, providing updates and ensuring satisfaction.

Desktop Support

Aug 2019 – Jul 2020 · 11 mos

Cantik Technologies Private Ltd.

Desktop Support L2

Sep 2017 – Feb 2019 · 1 yr 5 mos

Genpact India Pvt. Ltd (Wipro’s Client)

  • –Delivered customer support via tickets, calls, and emails, ensuring timely SLA resolution.
  • –Logged, tracked, and resolved incidents and service requests using ServiceNow and BMC Remedy.
  • –Acted as primary customer contact, providing updates and ensuring closure satisfaction.

EDP & IT Executive

Jun 2015 – Jul 2017 · 2 yrs 1 mo

SHIV SHAKTI WAHAN PRIVATE LIMITED

  • –Provided frontline customer support for service requests and incidents via ticketing tools.
  • –Assisted users with application access, account issues, and system-related queries.
  • –Ensured customer satisfaction through clear communication and timely follow-ups.

Skills

Emerging Technologies

Generative AI (Beginner & Intermediate)AI Fluent

IT Operations & Support

Hardware & Software TroubleshootingWindows OSActive DirectoryMicrosoft 365ExchangeEmail SystemsNetworking FundamentalsIT Security BasicsNetwork Monitoring & Performance ValidationIT Documentation & User Guide CreationTicketing Tools & ITSMProblem SolvingCustomer Support

Professional Development

Lean 1★ CertificationITIL 4 FoundationData Analyst Certificate
Hardware & Software TroubleshootingWindows OSMicrosoft 365Active DirectoryTicketing Tools & ITSMCustomer Support

Industries

IT ServicesTechnologyFinancial ServicesHealthcare

Languages

English (Fluent)Hindi (Fluent)Urdu (Fluent)

Education & Certifications

Diploma in Computer Science Engineering (CSE)

Maulana Azad National Urdu University (MANUU), Bangalore · 2014

Secondary School (10th)

B.M.H School, Simri · 2010

Lean 1★ Certification – Genpact
Generative AI (Beginner & Intermediate) – Genpact
AI Fluent- Trained and Tested - Genpact
ITIL 4 Foundation – Exam Prep – Coursera / EDUCBA
Data Analyst Certificate – LinkedIn Learning
IBM Cybersecurity Fundamentals – Coursera
Microsoft IT Support Specialist – Professional Certificate – Coursera
Microsoft Azure Fundamentals (AZ-900) – Exam Prep Specialization – Coursera
CompTIA A+ Certification – Prep Specialization – IBM / Coursera
CCNA 200-301 (Version 1.1) – Networking Specialization – Pearson / Coursera
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