Your Name

Ali Zain Raza

IT Service Desk Analyst

As an IT professional with a strong background in computer science and a wide range of technical skills, I am dedicated to providing excellent support and driving operational efficiency. In my role as an IT Service Desk Contract at Snap Inc., I have consistently delivered exceptional technical assistance, effectively resolved issues, and contributed to reducing ticket backlogs. As an IT Quality Analyst Intern, I conducted thorough ticket analysis, generated valuable insights, and supported decision-making for operational improvements. Currently pursuing a major in Computer Science at California State University Northridge, I am eager to apply my skills, collaborate, and make a positive impact in the IT industry.

Work Experience

IT Service Desk Analyst

Snap Inc.

May 2022 – Present

  • Assisted over 350 internal customers weekly by providing technical support, troubleshooting hardware and software issues, and ensuring access to various applications.
  • Triage, prioritize, and document issues and requests using ticketing systems, chat software, and email to ensure timely resolution.
  • Successfully reviewed all in-progress and oldest tickets, contributing to a project aimed at reducing backlog. Brought down the backlog from 5000 tickets to 1800 tickets in 5 months.

IT Quality Analyst Intern

Snap Inc.

February 2021 – August 2021

  • Conduct in-depth analysis of over 150 tickets per month to monitor and evaluate the performance of IT support specialists, ensuring adherence to quality standards.
  • Develop comprehensive Jira dashboards to streamline ticket tracking and organization, enabling efficient generation of quality contributor reports.
  • Collaborate with IT Customer Service leadership by providing valuable data insights and impactful visualizations to support decision-making and drive operational excellence.

Peer mentor

Los Angeles Pierce College

July 2020 - May 2021

  • Successfully led and mentored a cohort of over 80 mentees through the Welcome Experience event, providing guidance and support to new students throughout their academic journey.
  • Cultivated and maintained strong relationships with students by conducting personalized one-on-one meetings, facilitating a smooth transition, fostering acclimation, and fostering a sense of belonging. Introduced students to clubs and available college resources.
  • Guided new students by introducing them to essential educational tools such as the Intersegmental General Education Transfer Curriculum (IGETC) and, enabling them to navigate their academic path efficiently and work towards graduation.


California State University Northridge

August 2021 - Present

Bachelors of Science

Los Angeles Pierce College

August 2019 - June 2021

Associate of Applied Science