As Jessica McGarrity rang in the New Year, she also got to celebrate a new role: Lead Client Services Engineer. The new role, which was created as part of ZAG’s commitment to operational maturity, means that Jessica and two other colleagues will provide mentorship and be an escalation point to team members, ensure handoffs between engineers occur, and above all, help elevate the team’s success.
For the last 2.5 years, Jessica has been a part of the Client Services Support Team, answering client requests and working the Help Desk.
“I’m a natural problem-solver and I like to help,” Jessica said. “I’m good at the research and digging into things, tinkering and solving the problem.”
Jessica shares a little more about how she got her start and her role below:
Bachelor’s Degree in Psychology
Where do you currently live (area or city)?
How and when did you get your start in the technology industry?
I was in my early 20s and I interviewed for an administrative assistant position in the IT department of a construction company. They turned me down but a short time later called me back and wanted me to start on their Help Desk, so getting into tech was sort of by accident. I am a natural problem solver and I like to help. I am good at research and digging into things, tinkering, and problem-solving.
Why did you decide to join ZAG?
The last MSP I was at was acquired by a much larger company, and I felt the fit wasn’t right anymore. I like the dynamics and culture of a smaller company, and some of my previous coworkers had started at ZAG and were loving it! So I applied to work with ZAG as part of the Client Services team. I like being in a place like ZAG where you get to know your coworkers and colleagues, and are able to get to know the clients better, too, and build a relationship.
What are the responsibilities you have in your role at ZAG?
I answer phones and take tickets helping people resolve their IT and technology-related issues as they come up. Recently, I was promoted to Lead Client Services Engineer, so now I help provide mentorship and act as an escalation point to team members, ensure handoffs between engineers occur, and above all, help elevate the team’s success.
How would you describe your job to a class of kindergartners?
When people have problems with their computers at work, they call me to help.
What would you be doing for a career if you weren’t in IT?
Either owning an Ace Hardware or a food truck. My husband and I love to tinker, and we do a lot of DIY projects, so Ace Hardware is basically an adult playground of all the fun toys. I love the idea that people come in with all these ideas and it would be so fun to help them realize them.
What do you like most about your job?
I like helping people work through issues and seeing a resolution.
What is the best career lesson you’ve learned so far?
It’s a theory called Occam’s Razor. It can be summarized as ‘the simplest explanation is likely the best one.’ Like when you hear hoofbeats, think horse rather than zebra.
What is one piece of professional advice that you’ve received that stuck with you through the years?
Don’t underestimate yourself.
And now for some of the more personal questions.
What was your first job?
As a little kid, I worked in my grandpa’s restaurant, which wasn’t for money but instilled a strong work ethic. My first paid job was making sandwiches and serving frozen yogurt at a place called Hogi-Yogi.
Do you have any hobbies or interests you’d like to share?
My husband and I love to go hiking and camping anywhere outdoors, taking the dogs out, and of course, going wine tasting because we live in Sonoma. I love cooking and having our family over for game nights.
What’s a fun fact about you that people may not know?
I met my husband at the last company we worked at and then later we got married! We were an office romance that is always cautioned about. We are both in IT – and when you need to vent or brainstorm most people glaze over, but we can actually talk to each other and it makes sense.
What is your dream travel destination?
Everywhere! But probably New Zealand.