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Senior Software Engineer
Experienced Technical Support Engineer with a successful track record in the internet industry.
IndonesiaSenior Software Engineer at Dropsuite
Project ManagementProblem SolvingSQLAWSPythonAnalytical Skills
Resolved client issues, enhancing the overall client experience. Implemented automation solutions to prevent recurrence of critical service operations problems. Partnered with various teams to deliver technical solutions and provided analytics to enhance efficiencies, including integration of company app with partners for payment acceptance. Managed and monitored incident responses to meet service
Technical SupportAutomationIncident ManagementTroubleshooting
Developed and escalated solutions while providing progress updates to users. Identified and resolved problems related to critical service operations, preventing recurrence. Participated in all stages of the product development process, including designing, building, and testing. Managed system monitoring, ensuring effective communication about issues or outages.
Technical SupportProduct DevelopmentSystem Monitoring
Managed Active Directory tasks and provided technical assistance for questions and problems. Maintained and documented IT assets, including setting up accounts for new users. Tested and evaluated new technology for hardware and software. Provided support, including procedural documentation and relevant reports.
Active DirectoryTechnical SupportITSupport
Monitor service management tools/ticketing system and administration. Assist in the creation of incident reports and other documents as applicable, compile technical reports and user facing procedure documents. Participate in strategic and tactical planning of business-driven initiatives, including contact centre solutions, CRM etc. Document reported problems and corresponding solutions in short a
Service ManagementReportingTechnical DocumentationStrategic PlanningCRM
Installed and configured computer hardware, software, and networks. Managed Active Directory tasks, providing remote and on-site support for users. Monitored and maintained computer systems, networks, and hardware, while troubleshooting and diagnosing issues for effective resolution. Setup accounts and devices for new users, tested and evaluated new technology. Oversaw network monitoring and maint
HardwareSoftware ConfigurationNetwork ManagementTroubleshootingActive Directory
Provided Level I and II support for end-user applications and infrastructure, ensuring adherence to incident management processes. Identified and reported incidents, determined their nature and impact, and took required actions for resolution. Developed and maintained an understanding of customer service level agreements, facilitating effective incident notification and escalation.
Incident ManagementCustomer ServiceInfrastructure
Served as the first point of contact for customers (L1), delivering technical assistance over the phone and email. Performed simple remote troubleshooting using diagnostic techniques and pertinent questions. Escalated unresolved issues to the next level of support personnel (L2/L3), maintaining detailed event and resolution logs. Followed up with customers to update status and information.
Technical SupportTroubleshooting
Managed customer accounts by recording account information and assessed customer needs to achieve satisfaction. Handled complaints, provided appropriate solutions and alternatives within time limits, ensuring resolution. Maintained records of customer interactions, processed customer accounts, and compiled reports on overall customer satisfaction.
Complaint HandlingSolutionsInteraction