Bachelor of Computer Science

2008 - 2012

Universitas Muslim Indonesia - https://umi.ac.id/

Bachelor’s Degree in Computer Science with a concentration in Operating Systems, Computer Networks, Databases, and Cloud Computing. Developed strong expertise in system administration, network configuration, database design and optimization, and cloud-based solutions to support secure and scalable IT infrastructures.

IT Managed Services | PT Vale Indonesia Tbk

January 2023 - Present

1. Infrastructure and Systems Management

• Administer and maintain enterprise IT infrastructure, including servers, networks, storage systems, and endpoint devices.
• Perform installation, configuration, and updates of operating systems and enterprise software.
• Ensure system availability, performance, and reliability in accordance with defined service level agreements (SLAs).

2. Technical Support and Troubleshooting

• Provide first- and second-level support for hardware, software, and network-related issues.
• Diagnose and resolve technical incidents, documenting root causes and corrective actions.
• Deliver remote and on-site assistance to end users and internal teams.

3. Security and Compliance

• Implement and enforce IT security policies, including firewall configurations, antivirus deployment, updates and patch management.
• Manage user access rights and authentication protocols across platforms.

4. Monitoring and Automation

• Utilize monitoring tools to track system health, performance metrics, and network activity.
• Develop and maintain automation scripts for routine tasks such as backups, deployments, and system checks.
• Analyze logs and alerts to proactively identify and mitigate potential issues.

5. Collaboration and Project Support

• Collaborate with cross-functional teams on IT projects, including system upgrades, cloud migrations, and application deployments.
• Evaluate and recommend new technologies aligned with business objectives.
• Support procurement processes by providing technical specifications and vendor assessments.

6. Documentation and Standardization

• Log incidents and service requests in the ticketing system, ensuring timely resolution and follow-up.
• Create and maintain technical documentation, including system configurations, troubleshooting guides, and standard operating procedures (SOPs).

Sr. IT Support Engineer & Service Administrator | PT. Astrindo Senayasa

April 2017 - July 2022

1. Technical Support & Troubleshooting

• Provide Tier 2 and Tier 3 support for hardware, software, network, and cloud-related issues.
• Troubleshoot complex system failures and coordinate resolution with cross-functional teams.
• Escalate complex issues to vendors when necessary.

2. System & Network Maintenance

• Perform routine maintenance and updates on operating systems, applications, and endpoint devices.
• Perform system updates, patch management, and configuration changes in accordance with IT policies.
• Monitor system performance and ensure compliance with IT policies and standards.

3. User Enablement and Training

• Assist end users with technical guidance, onboarding, and usage of enterprise tools (e.g., Microsoft 365, VPN, remote access).
• Develop and deliver user training materials and knowledge base articles.
• Promote IT best practices and digital literacy across departments.

4. Collaboration and Project Support

• Collaborate with cross-functional teams on IT projects, including system upgrades, cloud migrations, and application deployments.
• Evaluate and recommend new technologies aligned with business objectives.
• Support procurement processes by providing technical specifications and vendor assessments.

5. Documentation and Standardization

• Create and maintain technical documentation, including system configurations, troubleshooting guides, and standard operating procedures (SOPs).

IT Support Engineer | PT. Berca Cakra Teknologi

Dec 2013 - Oct 2016

1. Technical Support & Troubleshooting

• Respond to service desk tickets and support requests via phone, email, or in person.
• Provide first- and second-level support for hardware, software, and network-related issues.
• Diagnose and resolve incidents involving desktops, laptops, printers, mobile devices, and collaboration tools.
• Escalate complex issues to senior engineers or vendors when necessary.

2. System & Device Maintenance

• Perform routine checks on workstations, peripherals, and network connectivity.
• Support software updates, antivirus scans, and basic system configurations
• Assist in setting up new user accounts, email profiles, and access permissions

3. Documentation & Reporting

• Log incidents and resolutions in the ticketing system accurately and promptly.
• Contribute to internal knowledge base by documenting common issues and solutions.
• Escalate unresolved or complex issues to senior engineers as needed.

4. Team Collaboration

• Work closely with senior IT staff to support infrastructure projects and system rollouts.
• Participate in training sessions to enhance technical knowledge and service delivery.