Md Zaki Ahmad Ansari

Technical Support Engineer – End User Computing | IT Support Specialist | Endpoint Support Engineer | Service Desk Analyst |
January 10, 1994
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About Candidate

IT Support Specialist | Endpoint Remediation | Device Freeze Tracking | Remote Support | AI Automation

I am an experienced IT Support Specialist with hands-on expertise in remote troubleshooting, endpoint remediation, and device freeze tracking. I currently work in the Global Support Desk (GSD) at Genpact, where I handle high-volume technical issues, provide resolution for Windows devices, and collaborate closely with cross-functional teams to ensure minimal downtime.

I have also worked in server rooms and MUX rooms, supporting infrastructure activities and ensuring uninterrupted operations.

As part of Genpact’s AI initiative, I contributed to developing a scout-based system that improves user issue identification and accelerates resolution through automation.

Previously, I have worked with Wipro, which strengthened my customer handling, ticketing, and IT service management skills.

Location

Education

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Diploma in Computer Science & Engineering 2014
Maulana Azad National Urdu University

Work & Experience

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Consultant Oct- 2020
Genpact India Pvt. Ltd

Genpact India Pvt. Ltd. – Consultant | Nov 2024 – Present Lead daily IT operations for 24-member support team servicing 2,000+ devices. Manage Azure, Absolute, AirWatch, Huddle Portal, Power Apps-based resource tracker. Ensure SLA compliance, conduct RCA for breaches, streamline workflows. Coordinate cross-functional support with DCS/Wintel/Safe Boot/SCCM teams. Implemented Lean process enhancements, improving ticket resolution time by 12%. Genpact India Pvt. Ltd. – Senior Associate | Jul 2023 – Nov 2024 Managed team concerns, leave schedules, and task assignments. Conducted daily huddles to track KPIs, VOC feedback, and SAT improvements. Delivered L1/L2 support for software, hardware, and enterprise applications. Genpact India Pvt. Ltd. – Technical Associate | Oct 2020 – Jul 2023 Provided end-to-end IT support including SAP troubleshooting, AD account management, VDI setup. Handled executive support and urgent escalations.

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Sr. Desktop Support Engineer Aug- 2019 - July -2020
NTT Data Pvt. Ltd.

Managed end-user support for enterprise IT infrastructure. Coordinated vendor escalations for critical hardware issues.

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Desktop Support Engineer (L2) Sep- 2017 - Feb- 2019
Wipro Infotech Ltd

Provided desktop support for client Genpact India Pvt. Ltd. Awarded Phoenix Best Engineer (2018).

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EDP & IT Executive Jun- 2015 - July- 2017
Mahindra & Mahindra Ltd.

Managed IT operations for dealership operations. Awarded Best EDP/IT Support (2015-2016).

Awards

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Wipro Infotech Ltd. – Phoenix Best Engineer Award 2018
Recognized as the Phoenix Best Engineer for outstanding performance while supporting Genpact India as an L2 Desktop Support Engineer. This award acknowledged my exceptional problem-solving skills, fast turnaround on critical incidents, smooth handling of VIP escalations, and consistently maintaining high SLA compliance. I was appreciated for delivering stable IT operations and ensuring minimal downtime across the user base.
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Mahindra & Mahindra Ltd. – Best EDP/IT Support Award (2015–2016)
Received the Best EDP/IT Support Award for ensuring uninterrupted IT operations across dealership functions. The recognition was based on my strong ownership in managing network issues, sales application support, system setups, and coordinating with OEM teams. My proactive approach and dependable service helped maintain smooth business operations, contributing directly to dealership performance.

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