Mohd Zaid Zubair

1. Client: Staples Inc. (Nov. 2020- Nov. 2025)

• Helped create business services and CI records across network gear, data center zones, Windows, Linux, and Unix servers.
• Supported CMDB cleanup efforts to improve database accuracy and system performance.
• Prepared and shared comprehensive reports on current and historical CI data to enhance visibility across the full lifecycle.
• Updated CMDB through creation, modification, and decommissioning of software, application, network gear, and other CIs using manual and bulk upload processes.
• Reviewed CI records daily, found missing attributes and CI relationships, and worked with CI owners to update the required information.
• Coordinated with support teams to ensure accuracy and currency of CMDB data, facilitating effective decision-making.
• Monitored the CMDB queue and tracked tasks to completion within SLA timelines.
• Identified CMDB process risks, corrected duplicate CIs, and supported data quality, SLA, and KPI health.
• Updated location data, cloud imports, CI relationship mapping, model IDs, and asset records.
• Worked with the change management team to track infrastructure changes and reflect updates in CMDB.
• Partnered with change requesters to validate direct and indirect CI mapping, test plans, backout plans, downtime details, and business unit signoff for request accuracy.

2. Client: Adecco Staffing (Nov.2025 - Current)

• Led service support teams across daily case handling and customer request queues.
• Coordinated service workflows, prioritizing tickets and balancing support workloads.
• Trained staff on support procedures, systems, and customer communication standards.
• Escalated complex issues to technical and operations teams for resolution.
• Collaborated with operations, and field teams on client needs.
• Guided team members on subject matter procedures and policy interpretation.
• Updated knowledge resources to support accurate daily decision making.
• Collaborated with stakeholders to clarify requirements and resolve process gaps.
• Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
• Managed service documentation, knowledge articles, and support updates.
• Provided technical support for customers, troubleshooting hardware and software issues.
• Coordinated with other departments to resolve issues that arose from customers regarding products or services.
• Resolved escalated customer inquiries through effective communication and problem-solving skills. in a timely manner to maintain high customer satisfaction ratings.
• Facilitated training sessions to equip new hires with essential customer service skills and product insights. for new hires on customer service techniques and product knowledge.
• Responded promptly and professionally to inquiries from customers via email or phone calls.
• Resolved complex and escalated support issues.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.