Zaki Ahmad Ansari
IT Operations & Team Lead
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
Experience
IT Support Engineer / IT Operations
Oct 2020 – Present · 5 yrs 7 mosGenpact 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 mosCantik Technologies Private Ltd.
Desktop Support L2
Sep 2017 – Feb 2019 · 1 yr 5 mosGenpact 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 moSHIV 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
IT Operations & Support
Professional Development
Industries
Languages
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