The Operator
David Duran
Global Service Desk Analyst · 10 Years in Global Operations
I am a Global Service Desk Analyst working inside a worldwide hospitality enterprise. I use ServiceNow every day to manage IT service requests across regions, time zones, and languages. Before IT, I spent years in hospitality operations — front office, guest services, team management — where I learned that the distance between a brand promise and a guest experience is almost always a human-system communication gap.
Over 10 years, I have worked across the United States, Mexico, Southeast Asia, Hawaii, and Europe. I did not set out to do research. I set out to do my job. But along the way, I started noticing patterns — places where the technology assumed something about the user that was not true, and the user paid the cost in time, confusion, and frustration.
This website documents those patterns and the prototypes I am building to address them. Everything here is written from inside the Service Desk, not from a consulting firm looking in.
Where I have worked
United States
California, Arizona, Hawaii, Chicago. Hospitality operations and IT service delivery. Where I learned the speed of enterprise operations and the cost of inefficiency at scale.
Mexico
Multiple regions. Guest services and operations. Where I learned that resourcefulness compensates for what systems fail to provide — and that bilingual operations reveal every assumption baked into English-first technology.
Malaysia & Southeast Asia
Kuala Lumpur, Vietnam, Philippines, Indonesia. IT service desk operations supporting a global workforce. Where I learned that a system designed in Chicago does not automatically work in Kuala Lumpur.