Zach Wilson Email & Phone Number

Marana, Az, Us

Tucson, Arizona, United States

Optimized IT Operations and Asset Management: Led the lifecycle management of end-user compute assets, including procurement, imaging, deployment, troubleshooting, and disposal. Streamlined procurement processes by implementing a quarterly bulk ordering strategy, improving operational efficiency and device readiness.Transformed Team Performance: Played a pivotal role in overhauling North America IT support operations, resulting in improved team efficiency, higher NPS scores, and top-tier rankings among resolver groups. Developed over 150 custom reports and visualizations across multiple dashboards to monitor daily operations and deliver actionable KPIs to leadership.Improved Technology to Business Communication: Launched a recurring business communication campaign to address common IT support questions, reducing walk-ups and call volume, and earning strong positive feedback from business units.Strengthened Collaboration and Elevated Incident Response Efficiency: Collaborated with cross-functional teams globally to align on operational standards, streamline processes, and address stakeholder needs, driving measurable improvements in incident response times, productivity, and overall user satisfaction. Embedded documentation and playbooks into a centralized team repository along with regular reviews to facilitate further knowledge transfer and operational consistency.

Tucson, Arizona, United States

Improved Access Management Compliance: Managed privileged account access requests for a Federal Government client, ensuring adherence to compliance standards and efficient processing to minimize disruptions for critical users.Supported Agile Team Operations: Collaborated closely with DevOps teams in an agile environment, attending daily stand-ups and weekly meetings to prioritize tasks and address stakeholder needs, supporting a seamless workflow.Facilitated Vulnerability Remediation: Organized weekly vulnerability scan data for remediation planning, presenting findings to ensure timely system security improvements and reduce exposure to risks.Enhanced Incident Response and Communication: Monitored infrastructure and managed incident response for alerts on critical systems, restoring service efficiently and delivering clear post-incident summaries to stakeholders.

Tucson, Arizona, United States

Enhanced User Support and Efficiency: Delivered efficient and timely support for hardware, software, and network issues, both onsite and remotely, for approximately 200 users, contributing to minimal downtime and consistently high levels of user satisfaction.Strengthened Security Compliance: Conducted regular system inventory and access audits, ensuring alignment with company security policies and maintaining compliance with industry standards to protect sensitive information.Improved Compliance Audit Readiness: Supported HIPAA and PCI compliance audits by reviewing and maintaining security measures, access logs, and system configurations, contributing to successful audit outcomes with minimal corrective actions required.Increased System Uptime and Performance: Consistently met service level agreements for issue resolution and troubleshooting, contributing to stable system performance and reducing disruptions for users.

Tucson, Arizona, United States

• Investigate and resolve urgent issues that have been escalated to the last level of support for complex mobile device hardware, software, and service issues.• Lead efforts to coordinate and prioritize additional investigative and testing projects for Xfinity Mobile between team members and multitask between projects to ensure efficient resolution.• Document and communicate status of noteworthy developments and insights to appropriate management and executives to drive further business consistency and reduce impacts.

Tucson, Arizona, United States

• Receive inbound customer calls regarding open tier 2 tickets that have been escalated in order to update, inform and resolve.• Research escalated tickets from tier 1 for further review and follow-up in effort to determine root issues regarding billing, account, or technical issues.

Tucson, Arizona, United States

• Participate in customer support calls while sharing the responsibility of receiving inbound customer calls routed from headquarters, escalating residential accounts issues, and updating customers on outstanding support issues.• Forward corporate escalation cases, turnaround times, and reassurance to ECR teams in the market; revise options to research claim and communicate with customer to resolve and instill confidence in the customer.• Progress through the Comcast Career Advance Path program to a promotion in 2017 as Customer Experience Associate.• Serve as the recipient of 20+ independent customer kudos calls to supervisors and achieve customer service objectives by following customer-service standards and processes.

Tucson, Arizona, United States

- Designed, installed, and removed various audio and visual equipment, while following company policies.- Organized and maintained display, sound, network, and home automation solutions, as well as supported systems by updating, expanding, and resolving issues and meeting client needs residentially or commercially.

Tucson, Arizona, United States

• Established network service for customers, installed new lines, and connected equipment; identified potential risks in the cable systems by conducting regular maintenance and inspection.• Utilized hands-on technical skills to design security systems for customers, add cameras, change placement, and set recording and video services for customers in a timely manner.

Tucson, Arizona, United States

• Offered excellent first-rate technical support to the customers on the phone, online, and on-site; assessed the nature of the customer's problem and resolved simple, moderate, and complex problems regarding payment hardware, software, and related networks.• Functioned in close collaboration with customers and sales agents to amplify customer satisfaction and overall sales.