Zachary Zak Etem

Experience

1. Gis Analyst Group Lead

   Esri

   Dec 2023 — Present · Redlands, CA, US

   As a Group Lead in Support Services, I supervise a team of analysts, ensuring high-quality technical support and smooth day-to-day operations. I combine leadership, technical expertise, and a focus on a growth mindset to ensure a positive and efficient work environment.Key Responsibilities: • Team Supervision: Oversee daily activities of Support Services analysts, ensuring operational efficiency and effective service delivery. • Quality & Performance Monitoring: Manage support quality, coordinate schedules, and coach analysts to optimize performance. • Incident Management: Lead the incident queue and escalations, ensuring complex issues are resolved promptly. • Recruitment & Onboarding: Manage recruiting, onboarding, and offboarding processes, ensuring smooth transitions. • Performance Evaluation: Track and guide analyst performance through regular assessments based on key metrics. • Technical Coaching: Provide technical support and mentorship, guiding consultants in troubleshooting and problem-solving. • Performance Reviews: Conduct biannual reviews to foster continuous growth and improvement.Skills: • Leadership: Proven ability to lead, mentor, and build a collaborative, high-performing team. • Performance Management: Skilled in tracking and improving team performance through strategic initiatives. • Technical Support: Strong technical background in troubleshooting and providing hands-on assistance. • Recruitment & Onboarding: Experience managing full employee lifecycles, from hiring to offboarding. • Communication: Effective communicator, ensuring clarity in guidance and expectations. • Incident Management: Expertise in managing escalations and resolving critical issues efficiently.

Education

• Golden West College

  Associate's Degree, General Studies

  2016 — 2018

• University of Redlands

  Bachelor's Degree in Computer Science, Minor in Spatial Analysis (GIS)

  2018 — 2020