Summary
Overview
Work History
Education
Skills
Skills
Languages
Timeline
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Harris Duran

Salem,Oregon

Summary

Dynamic bilingual professional with a proven track record at Oregon Secretary of State, excelling in technical support and customer service. Expert in troubleshooting and compliance, I enhanced user satisfaction through effective training and documentation. Recognized for fostering cross-functional collaboration and delivering impactful solutions in high-pressure environments.

Overview

10
10
years of professional experience

Work History

Public Service Representative 4 (Bilingual)

Oregon Secretary of State
09.2024 - 03.2025
  • Researched statutes, administrative rules, and court orders to resolve public inquiries and disputes.
  • Delivered bilingual support via phone, email, and written correspondence, interpreting complex policies for diverse audiences.
  • Liaised between agencies and the public to clarify issues, negotiate resolutions, and ensure fair outcomes.
  • Maintained accurate records of inquiries, investigations, and communications.

Help Desk Analyst

WVP Health Authority
10.2023 - 04.2024
  • Provided sole IT support for multiple clinical offices; administered user accounts via Active Directory.
  • Delivered remote and in-person technical support using remote desktop tools.
  • Authored internal guides on compliance, system use, and troubleshooting to maintain HIPAA compliance; introduced new documentation processes that improved user satisfaction and reduced repeat incidents.
  • Supported an Office 365 environment, including password resets, login issues, and token management.

Patient Care Advocate

Willamette Dental Group
12.2022 - 07.2023
  • Managed daily clinic scheduling and operations; facilitated onboarding and training on front-office software tools.
  • Provided bilingual customer service to patients, ensuring clear communication and patient satisfaction.

Software Analyst

Open Dental Software
07.2018 - 08.2022
  • Delivered live software trainings, bilingual webinars (300+ attendees), and on-site demos for dental offices, boosting user confidence and product engagement.
  • Created and launched a dedicated Spanish support program, establishing company-wide bilingual service standards and expanding the client base.
  • Supported virtual meeting tools, hosted conference calls, and developed custom presentation visuals.
  • Collaborated with third-party vendors for equipment ordering, licensing, and redistribution.

Technical Support Specialist I (Client Services)

Comcast
01.2015 - 07.2018
  • Piloted and co-led the national rollout of Comcast's 'Greeter Program' to improve in-store customer experience; the program is now standard across all U.S. locations.
  • Hosted corporate-level product demos for high-profile clients, including executives at Google and Facebook.
  • Led workshops introducing new technologies to end users; provided bilingual support and real-time troubleshooting.
  • Partnered with engineering teams to analyze issues and enhance system performance.

Education

High School Diploma -

North Salem High School
Salem, OR
01.2012

Skills

  • Technical support and troubleshooting
  • Hardware and software diagnostics
  • Network and system administration
  • User access management
  • Security protocols and compliance
  • Ticketing systems management
  • Salesforce and Zendesk expertise
  • Remote support tools proficiency
  • Video conferencing solutions
  • Bilingual communication skills
  • Customer service excellence
  • Technical documentation creation
  • Training and development facilitation
  • Vendor coordination and management
  • Technical demonstrations
  • Cross-functional collaboration strategies
  • Project leadership capabilities

Skills

Tier 1 & 2 support, hardware/software/network troubleshooting, Active Directory & Office 365 administration, user access management, security protocols, Ticketing systems (Salesforce, Zendesk), remote support tools (TeamViewer, AnyDesk, RDP), video conferencing (Zoom, Teams, Skype), conference room & A/V setup, Bilingual (English/Spanish), customer service, technical documentation & training, vendor coordination, technical demos, cross-functional collaboration, project leadership

Languages

Spanish
Native/ Bilingual
English
Native/ Bilingual

Timeline

Public Service Representative 4 (Bilingual)

Oregon Secretary of State
09.2024 - 03.2025

Help Desk Analyst

WVP Health Authority
10.2023 - 04.2024

Patient Care Advocate

Willamette Dental Group
12.2022 - 07.2023

Software Analyst

Open Dental Software
07.2018 - 08.2022

Technical Support Specialist I (Client Services)

Comcast
01.2015 - 07.2018

High School Diploma -

North Salem High School

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Harris Duran