Desktop Support Analyst

HARRIS DURRANI

925-***-**** adlhd4@r.postjobfree.com linkedin.com/in/harris-durrani

SUMMARY

Data driven systems analyst with 2 years of technical experience in customer support, script maintenance and manual/automated application testing

TECHNICAL SKILLS

Programming: Python, Pandas, SQL

Project Management: Agile, Scrum, Jira

Miscellaneous Tools: Git, Github, SSH, Tableau, AWS EXPERIENCE

Center for Digital Health Innovation at UCSF

Application Support Analyst November 2018 – Present

Lead contact for QA automation and support for the Conversa Digital Health Screen project, ensuring that all user support tickets are resolved within in a timely manner while also verifying that applications meet all SF Department of county health guidelines for Covid-19 screenings by implementing automation and manual regression testing of user features

Supported 5 clinics adopting programs as part of the Digital Patient Experience, including Fax to Referral Automation

(20 users), and Patient Connect and Connect Care (10 users), by working with product managers and developers to create test plans for manual regression testing and application support

Implemented the alert system through slack and email to remedy historical outages hindering response rates for support tickets, resulting in an increased response rate of 5 completed cases/ hour or 50% turnover, by creating scripts that monitor API calls, databases, and applications written in C#, Python and SQL and configuring Jenkins jobs to send alerts

Scheduled and lead scrum artifact meetings and ensure that all Jira tickets were verified, tested, and accepted by product owners while documenting burndown charts to track sprint velocity Sutter Health

Desktop Support Analyst July 2018 – October 2018

Configured printers and badge readers for “follow me printing” protocol as part of the virtual workspace initiative allowing for more secure access to hospital workstations by working with local IT technicians to verify all network components were up and running

Managed user privileges and windows share drives through active directory and distributed file management

Trained doctors and nurses to fully utilize newly upgraded software and hardware while clarifying technical concerns by demonstrating core features

San Jose State University

IT Helpdesk Technician September 2016 – May 2018

Troubleshooting up to 30 iSupport tickets daily pertaining to active directory issues, Wi-Fi, and distribution of product keys by providing documentation with concise technical instructions for faculty, staff, and students

Lead and mentored new employees to prioritize customer needs and service excellence both in person and on call

Coordinated with tier 2 and tier 3 helpdesk peers to develop short term recommendations for intermittent system failures on campus while providing technical solutions to a variety of audiences EDUCATION

AWS Certified Cloud Practitioner Issued August 2019 Certified Scrum Master Issued May 2019

B.S, Business Administration - Management Information Systems San Jose State University

Graduated May 2018

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