1. Response Summary:
Please enter the request number of the ticket you are providing feedback about:
324772
How would you rate your overall customer support experience?
Excellent
Did you feel your Technical Support Representative was knowledgeable in their explanations
and troubleshooting of your issue?
Yes
Was your interaction with the Technical Support Representative professional and courteous?
Yes
Did the response time to your request meet your expectations?
Yes
Did you meet with a technician?
Yes
Did you feel the technician was knowledgeable in their explanations and troubleshooting of your
issue?
Yes
Was your interaction with the technician professional and courteous?
Yes
Please use this area to add any additional feedback/comments.
Zach Cervi went far beyond what I expected when he responded to my request for help. Not
only did he fix the immediate problem but of his own volition suggested that I might want to
upgrade the system I was using. He subsequently appeared with a much better CPU, installed it,
and then discovered that the system would not support the scanning program my department
(Geography & GIS) was using. He took the CPU away and returned it the next day, and then
returned once more to check to see if everything was working. I have no idea how many total
hours he devoted to this but it seems there must have been rather many.
While my experiences with IT have consistently been good, no tech has previously shown the
initiative I observed in this instance. Zach is highly competent, committed, and unfailingly
congenial in his service calls to assist this technological dinosaur. I appreciate his efforts very
much. Please find a way to keep him around in a professional capacity.
Response Summary:
Please enter the request number of the ticket you are providing feedback about:

2. 332214
How would you rate your overall customer support experience?
Excellent
Did you feel your Technical Support Representative was knowledgeable in their explanations
and troubleshooting of your issue?
Yes
Was your interaction with the Technical Support Representative professional and courteous?
Yes
Did the response time to your request meet your expectations?
Yes
Did you meet with a technician?
Yes
Did you feel the technician was knowledgeable in their explanations and troubleshooting of your
issue?
Yes
Was your interaction with the technician professional and courteous?
Yes
Please use this area to add any additional feedback/comments.
Zach is always very quick to get whatever our issue is up here resolved asap and is always very
courteous as well.
Response Summary:
Please enter the request number of the ticket you are providing feedback about:
#15173-329087
How would you rate your overall customer support experience?
Excellent
Did you feel your Technical Support Representative was knowledgeable in their explanations
and troubleshooting of your issue?
Yes
Was your interaction with the Technical Support Representative professional and courteous?
Yes
Did the response time to your request meet your expectations?

3. Yes
Did you meet with a technician?
Yes
Did you feel the technician was knowledgeable in their explanations and troubleshooting of your
issue?
Yes
Was your interaction with the technician professional and courteous?
Yes
Please use this area to add any additional feedback/comments.
I'm not sure how much Zach gets paid, but he really should be getting paid more! He was
absolutely outstanding during every one of our interactions. I'd like to commend him on his
willingness to "go the extra mile" in problem-solving my remote desktop issues. I appreciate that
he took the extra time to work things out and return with an efficient solution ASAP. Thank you
for your help, Zach! I anticipate that you'll continue to be successful throughout your career.
Response Summary:
Please enter the request number of the ticket you are providing feedback about:
15173-326180
How would you rate your overall customer support experience?
Excellent
Did you feel your Technical Support Representative was knowledgeable in their explanations
and troubleshooting of your issue?
Yes
Was your interaction with the Technical Support Representative professional and courteous?
Yes
Did the response time to your request meet your expectations?
Yes
Did you meet with a technician?
Yes
Did you feel the technician was knowledgeable in their explanations and troubleshooting of your

4. issue?
Yes
Was your interaction with the technician professional and courteous?
Yes
Please use this area to add any additional feedback/comments.
Zach did a great job. I look forward to getting help from him with any future IT issues.
Thank you!
Good Afternoon, Tiffany -
I would like to write a short email to express my gratitude to Zach in your IT department for helping me get my computer
up and running earlier today. Even though he has been located away from us in Gunter, he was willing to take his own time
to get my computer set up, including a significant amount of time to be certain all printers were set up correctly, etc. The
willingness to come over and help me despite his transfer was very appreciated. As you know, faculty cannot get much work
done without their computers and internet access for online courses.t If Zach was not so kind with his time, and dedicated
to UNC faculty success, I would have had to wait until tomorrow to get any kind of work done on the first day back on
campus for fall. Zach's willingness to go out of his way to help me should be recognized as going above and beyond.
Thank you!
Karen Hessler,
Nursing