This month we sat down with John Zapata, our Answering Service Network Administrator.
What’s your role with Answering Service Care?
I help the answering service and call center teams with all of their IT (Information Technology) needs. I develop and create systems so that our people can do their jobs efficiently and effectively. Anything they have a need for I am here for them. Some of the things I do are routine or scheduled, such as maintenance-related responsibilities, as well as the development and implementation of new applications. Others are more unexpected and urgent, such as emergency tech-related issues. Part of my job is to receive calls on nights and weekends – whenever the situation warrants it.
What is it like to work with this company?
I have been with the company since April of 2013. This is a place where management treats you like family. This is probably the one job I’ve had where people recognize and praise you, and where they tell you they are happy to have you here. It sounds too good to be true, but the people who work here are always happy. From owners to managers to employees, this is part of the culture and it rubs off on everyone. This company makes you feel like you are part of a family, and it is nice to be recognized and included in that way. I am very grateful to be here, everything is a great learning experience. All of the technicians here are always willing to help and help one another improve. We all come from different backgrounds and share our knowledge. Here, we can work on everything and not just on one area…they let us get involved with and touch everything.
What else do you enjoy about working with this company?
I enjoy when we are the testing and deployment phases of a project. I love to research, and I like to make other people’s jobs easier, so if there is any way I can make an impact on them, I will do it One recent example: In the monitoring area, for QA purposes, you can see the screen for everyone who is working, one at a time. I researched a program that would allow you in one screen to see multiple screens all at once, instead of having to go one-by-one. I created a test environment for that and then deployed it. Now, one person can see nine people’s screens at once. This tool can also be used in training new operators to show trainees while facing them in a classroom-type environment. I knew how much of a help this new capability was, and just seeing my co-workers’ expressions when these things work is fantastic.
Have you learned any important lessons while working here in this job?
I have learned to expect the unexpected. Even when we plan for things, emergencies and unexpected things can and do occur, and you need to be prepared and ready. Beyond that, when these things do happen, you need to try and focus on what needs to be done calmly and efficiently. You become like a traffic controller, staying cool and maintaining a “can-do” attitude.
What kinds of things do you like to do outside of work?
My wife and I like to get involved in many activities with our church. We also spend wonderful times with our nieces, especially over summer break when they come to visit. And of course, I am the “go-to” tech person in our family, from broken screens to iPads to batteries – you name it and I will try to fix it!