Zachary Pratap
About Zachary Pratap
Zachary Pratap is a Support Engineer at NewStore, Inc., with a background in technical support and customer service across various companies, including Google and Bank of America. He has a degree from the University of Washington and has experience in managing customer inquiries and writing technical documentation.
Work at NewStore
Zachary Pratap has been employed at NewStore, Inc. as a Support Engineer since 2021. In this role, he manages multiple customer inquiries, prioritizing them based on severity and business impact. He also educates customers on the technical capabilities of the NewStore platform, helping them maximize their use of the platform and its associated applications. Additionally, he contributes to the knowledge base by writing articles that facilitate customer self-help and provide internal resources for fellow engineers.
Previous Experience in IT Support
Prior to his current role, Zachary Pratap gained extensive experience in IT support across various organizations. He worked at Google as a Cloud Support Engineer and Quality Analyst from 2019 to 2020, and as an Apigee Support Engineer from 2020 to 2021. He also served as a Web Support Developer and IT Technician II at Sinclair Broadcast Group for nine months in 2018. His early career included a position as a DevOps Engineer Intern at Bank of America in 2018, where he focused on environment support.
Education and Training
Zachary Pratap studied at the University of Washington from 2015 to 2017, completing a two-year program. He also attended Year Up, where he achieved a certification in Quality Assurance from 2017 to 2018. This combination of formal education and specialized training has equipped him with the skills necessary for his roles in technical support and engineering.
Background in Stage Crew and Technical Support
Zachary Pratap began his career in a technical support role as a Stage Crew Member at Highline Public Schools from 2012 to 2015. This experience provided him with foundational skills in managing technical setups and supporting events. His transition into IT and support roles was marked by his work in various capacities, including significant positions at major companies like Google and Sinclair Broadcast Group.
Customer Issue Resolution and Technical Communication
In his current and previous roles, Zachary Pratap has developed strong skills in researching customer issues and articulating technical problems to engineering teams during escalations. His ability to communicate complex technical information concisely has been essential in resolving customer inquiries effectively and ensuring a high level of service.