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In the Spotlight with Zachary King | RSVP Now!

  • 14 October 2022
  • 18 replies
  • 239 views
In the Spotlight with Zachary King | RSVP Now!
rashmi.nag
Userlevel 7
Badge +9

Hello!! 🤩

The Community Carnival proudly presents our most awaited session - In the spotlight featuring our very own @zachary.king🎉

In our October line-up of events, we’ll be hosting a LIVE Community Spotlight session featuring software administrator and Freshservice Ninja, Zach!

Here’s an opportunity for you to learn 😀, connect 🤝🏼 and ask questions 🎤 to Zach on anything regarding his journey so far as a software administrator, his experience using Freshservice, and the Freshworks community.

📍Session Details

📅 Date: October 26, 2022, Wednesday

⏳Time: 9 AM PST/ 6 PM CET/ 9:30 PM IST

🔗RSVP + Virtual Joining Link

Learn more about Zach:

Session Recording

Have questions for Zach? Post them in the comments section below. We’ll make sure to address them during the live interaction.

Bring in your questions, ideas, solutions, and more!

We look forward to seeing you!

Cheers, Rashmi || Team Refresh Community

18 replies

alyssia.correa
Userlevel 6
Badge +6

This is awesome! Always a pleasure to have you on the Freshworks Community @zachary.king - looking forward to the session next week 🙌🏻

Alyssia, Freshworks Community
zachary.king
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This is awesome! Always a pleasure to have you on the Freshworks Community @zachary.king - looking forward to the session next week 🙌🏻

Thank you @alyssia.correa. I am excited as well!

- Zach
R
Rank
Userlevel 3
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Wohooo! Go @zachary.king :D

R
Rank
Userlevel 3
Badge +2

My question for Zach - What are the everyday challenges that you face in your career as a software admin and how do you solve for them?

alyssia.correa
Userlevel 6
Badge +6

Woohoo, its almost time! My question for you is - How/what made you switch from a law-enforcement background to software admin/developer? And what are some of your recommendations for those looking to make a switch in their career?

Alyssia, Freshworks Community
rashmi.nag
Userlevel 7
Badge +9

1 hour to go…! 😍

Are you all ready to meet us live at 9 AM PST/ 6 PM CET? 

@BrynCYDEF @daniel.soderlund @keefe.andrews @alyssia.correa @Isaac Thomas @Ammar KB 

Cheers, Rashmi || Team Refresh Community
rashmi.nag
Userlevel 7
Badge +9

@rubi.odell & @alyssia.correa - Thank you for your questions. Can’t wait to hear Zach answer these in sometime :)

Cheers, Rashmi || Team Refresh Community
raymondcanilao
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Hi Zack - how do you measure your agents workload, like capacity planning to ensure all agents have equal distribution for tasks/and work

rashmi.nag
Userlevel 7
Badge +9

What an exciting session that was!! Thank you @zachary.king for your time and valuable insights. Thanks to all of you who joined us live yesterday. Interacting with all of you was definitely the best part of my week :D 

I’ll share the recording of the session shortly here for those who have missed it. Meanwhile, feel free to post your questions for Zach and he’ll be open to answering them here on the community.

Have a great day :)

Cheers, Rashmi || Team Refresh Community
Casey B
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Userlevel 2
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Again, great job hosting @rashmi.nag and a stellar job by @zachary.king during the session. It was great to see the turn out and engagement. Looking forward to more in the near future! Oh, and the recording. I have a few people who missed the event and would like to watch @rashmi.nag - when can we expect it?

 

rashmi.nag
Userlevel 7
Badge +9

Hi @Casey B! Thank you so much for being a part of the session and for adding your valuable inputs!

The recording will be made available today :)

Cheers, Rashmi || Team Refresh Community
zachary.king
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@rashmi.nag Thank you so much for having me. I had a great time and I really appreciate all of you for showing up and making it engaging. I hope I was able to bring some value and help those of you who are looking at implementing freshservice or starting with some sort of ITSM tool. Please feel free to continue adding your questions in this thread and I will do my best to answer them or point you in the direction of someone who can!

Big shout out to the Refresh Community and it’s leaders for hosting a great event!!!!!

- Zach
zachary.king
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Hi Zack - how do you measure your agents workload, like capacity planning to ensure all agents have equal distribution for tasks/and work

Hi @raymondcanilao we are currently beta testing Workload Management in Freshservice. I would suggest you take a look at that as a way to manage Agent workfload. Currently we use a round robin style approach through our telephony system that equally distributes the work.

Hope that helps!

- Zach
zachary.king
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My question for Zach - What are the everyday challenges that you face in your career as a software admin and how do you solve for them?

Hello @rubi.odell, there are a number of challenges (responding to every email, managing ticket load, break-fix of the software, handling bugs, etc.) as a software admin but what I find works best to conquer them is to stay organized. Set yourself up with a routine that you can depend on. It will help keep you on task and will insure that you accomplish those daily mundane tasks that often get overlooked. Second, automate as much of your workflow as possible, this will really free up some time for you and allow you the freedom to set aside time to continue learning and not get bored with your current position.

Hope that helps. Take care!

- Zach
rashmi.nag
Userlevel 7
Badge +9

SESSION RECORDING IS NOW AVAILABLE! 🔥

You can view it on the main post above!

Shareable link: https://community.freshworks.com/freshservice-11247/in-the-spotlight-with-zachary-king-rsvp-now-26339#Session+Recording:

 

Cheers, Rashmi || Team Refresh Community
Russell Ho-Aitken
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Userlevel 3
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I was just listening to the bit where you talked about your career. and i had a few thoughts. 

Your career is now a map, not a ladder. The old ways of working have died off. There are numerous transferrable skills that you can take with you from one non-IT job to an IT job, and vice versa. 

The thing i talk to my staff about is about something called SFIA. This is a methodology that promotes breadth before depth. The concept being if you have a little something in each of the pots, you’re more rounded than a specialist that deep dived into one area. No use being an O365 expert if you've never done budgeting, project management, or learned some communication skill to sell this to a stuck in their ways customer base. 

The other thing that i find helps is considering a few things about your role. 

  • Motivation
  • Status/Reward
  • Wider Life Goals
  • Environment
  • Work

Once you work out the answers to those 5 areas you should be able to find the right role and right company that fits you! 

Right, back to the recording! 

Behaviors before tools - Right information to the right person at the right time.
zachary.king
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Userlevel 7
Badge +14

I was just listening to the bit where you talked about your career. and i had a few thoughts. 

Your career is now a map, not a ladder. The old ways of working have died off. There are numerous transferrable skills that you can take with you from one non-IT job to an IT job, and vice versa. 

The thing i talk to my staff about is about something called SFIA. This is a methodology that promotes breadth before depth. The concept being if you have a little something in each of the pots, you’re more rounded than a specialist that deep dived into one area. No use being an O365 expert if you've never done budgeting, project management, or learned some communication skill to sell this to a stuck in their ways customer base. 

The other thing that i find helps is considering a few things about your role. 

  • Motivation
  • Status/Reward
  • Wider Life Goals
  • Environment
  • Work

Once you work out the answers to those 5 areas you should be able to find the right role and right company that fits you! 

Right, back to the recording! 

This is brilliant advice! I appreciate you sharing. I have seen this first hand :)

- Zach
raymondcanilao
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Userlevel 4
Badge +8

Hi Zack - how do you measure your agents workload, like capacity planning to ensure all agents have equal distribution for tasks/and work

Hi @raymondcanilao we are currently beta testing Workload Management in Freshservice. I would suggest you take a look at that as a way to manage Agent workfload. Currently we use a round robin style approach through our telephony system that equally distributes the work.

Hope that helps!

This is what im looking for - workload Management, excited for this and i wanna try!

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