As a client-centered company, ZAG takes an approach that customizes technology strategy based on a client’s specific needs. This value carries throughout the organization and its 22-year history, from project-based work to fully managed clients that rely on ZAG to offer ongoing IT strategy and support.
For managed clients, the ability to dispatch the right solution at the right time relies heavily on the teams dedicated to 24/7/365 response, and customer service specialists are central to that mission. In our first spotlight for one of our CSCs, Stephen “Steve” Lucero shares that one of his biggest accomplishments in his role is working with customers as they navigate times of crises, implementing strategies to help them ease their stress. In this role, Steve embodies what it means to be client-centered.
Read more about Steve:
Education: Bachelor of Science in Electrical Engineering from Colorado Tech
Where are you based?
When did you get started in the tech industry?
I started my career as an electronic technician, troubleshooting circuit boards for Hewlett Packard in the late 1980s.
What is your role at ZAG?
As a CS member, my role is to provide technical support to clients in need and I do this on the night shift. I make sure that service requests are handled effectively and efficiently. I’m also part of the Help Desk team, but that goes beyond fixing issues as they come up, but looking at ways to improve client operations and enhance their technology.
Who has supported you in your role?
[ZAG President] Greg Gatzke and [Client Operations Manager] Austin Ahern hired me in 2000 and have shown continued support from the beginning of my career at ZAG. My night shift partner, Annette, who is always there during good times and bad. My wife and family have shown endless patience and understanding during the long hours and alternate shift work – especially during late-night work.
Share a piece of professional advice that you’ve received that stands out.
Follow the Golden Rule: Treat others as you would like to be treated.
And a few more personal inquiries:
What are some of your hobbies and interests?
Motorcycle riding, skeet shooting, working in the yard, taking my wife to Disneyland/Disney World
Where is the first place you want to travel once it’s safe to do so again?
Do you have any pets?
Two dogs, Max and Arya (pictured), both lab/shepherd mix
What piece of advice would you give to your younger self?
Keep your mouth closed and your ears open.
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