Experience

Samsung R&D Institute Indonesia

• Indonesia
• Computers and Electronics Manufacturing
• 200 - 300 Employee

• Lead Technical Support Analyst

  • Oct 2021 - Present

  Local Project Handle problem and good explain to user orcustomer Duration time closed ticket less than 1 day Report problem incident in document Deployment support and make report / testing result Troubleshoot to systems using database or reportlog Manage user and customer experience Monitoring system daily and guide MS to solveproblem Make documentation and guide MS in sharingsession Deliver issue to PO PMO and request fixing Create task list with analyze based on problem Teach new member and guide MS daily task Manage MS daily monitoring, daily test, and report Manage team service support and responsible Manage ticketing system and report project byperiodic Manage contract with vendor MS and keep SLA Guide team member to work in same vision andevaluate them Application HandleB2B E-Smart SVT (Sales Visit Tools) S-Champion SFA (Sales Force Automation) ECSB2C Samsung Gift Indonesia S-Lime Salaam Samsung Pay Indonesia============================================================Global Project (Smart TV Apps Support - SEARegional) Checking whether the apps is basically workingproperly or not Simple checking about App feature based on Appdescription Analyzing defect when the App fails on TEST Providing guideline to Content Provider Notifying the issue to Internal Team, if the problem iscaused by Platform Replying Content Provider questions on Issue Board(1:1 Q&A) Releasing Apps which is ready to be Show less

• Service Support SP

  • May 2017 - Oct 2021

  - Guide L2(Vendor) to do daily troubleshot- Having Knowledge Base for L2(Vendor)- Periodic monitor regarding issue summary & resolve time- Handle issue report, Provide answer and solution to PO & Client- Maintain daily service operation- Collaborate with dev ,QA and sysops for troubleshooting, analyse issues and problem- Suggestion to Client and PO regarding services for improvement, problem solving, issue, features- Provide service report, request needed by PO, Client- Handle service change requested by PO, Client- Do confirmation test after deployment- Create document release- Supervise, disscuss and give solution every issue in ticketing for L2 (Vendor)- Collaboration with QA about document deployment (TestLink)- Provide document after deployment- Build a better knowledge base in ticketing system Show less



XLink Software

• Kuningan, Jakarta Selatan

• Support Engineer

  • Jan 2014 - May 2017

  - Providing Technical Assistance & Support to Customers. - Manage the post implementation issues - Simulate customer environment and Reproduce issues. - Manage and track Customer issues & its follow-ups. - Create technical documentation. - Interact with various engineers and technical groups on review of design specifications, test plan - Participation in providing training to customers as required - Providing Technical Assistance & Support to Customers. - Manage the post implementation issues - Simulate customer environment and Reproduce issues. - Manage and track Customer issues & its follow-ups. - Create technical documentation. - Interact with various engineers and technical groups on review of design specifications, test plan - Participation in providing training to customers as required



PT.Sigma and Hearts Indonesia

• Cikarang

• Outsourcing Maintenance LAN Network

  • Jun 2013 - Jul 2013

  - Maintenance and installing LAN - Installing and Maintenance windows operating sistem - Maintenance and installing LAN - Installing and Maintenance windows operating sistem