FAISAL RAHMAN

• Recorded incidents and service requests via ticketing system (BMC Remedy), phone, email, and chat.
• Handled end-user complaints, performed troubleshooting, and provided technical support remotely.
• Tracked, managed, and maintained IT asset inventory to ensure accuracy and compliance.
• Participated in IT projects and coordinated with vendors as required.
• Performed initial analysis, categorization, and validation of IT service requests prior to escalation to Level 2/3 support.
• Performed hardware and software installation and configuration based on organizational standards and compliance requirement
• Actively contributed as a member of the IT project team to support implementation

• Activated banking systems prior to operational hours.
• Performed backup, restore, upload, and download of transaction data.
• Coordinated and executed end-of-day transaction processes.
• Handled IT documentation and administration at DC and DRC.
• Backed up CCTV footage from IT room and Data Center.
• Monitored transaction data replication performance.

• Handled installation and maintenance of IT mechanical and electrical systems for new office or outlet
• Executed application rollout following procedures and technical documentation.
• Conducted User Acceptance Testing (UAT) with IT team, relevant departments, and vendors to ensure system compliance with business requirements.

Assigned to Menara Sentraya Main Branch and 8 Sub Branches

• Handled end user complaints, performed troubleshooting, and provided technical support (onsite and remote).
• Installed and configured hardware and software in accordance with company standards.
• Supported IT infrastructure setup for new office and outlet openings.
• Prepared IT documentation and reports for both internal and external ISO audits.
• Coordinated application user requirements between head office and branch offices.
• Performed initial analysis and validation of IT service requests.
• Conducted backup of CCTV footage from main and sub-branch locations.
• Coordinated with internal teams and external vendors for issue resolution and service delivery.

Assigned to PT. Bank Bukopin, Tbk

Melawai Main Branch and 8 Sub Branch

S.Parman Main Branch and 15 Sub Branch

• Handled end user complaints, troubleshooting, and technical support.
• Installed and configured software and hardware according to company standards.
• Supported IT infrastructure installation for new office or outlet openings.
• Performed backup of CCTV recordings from main and sub-branch offices.
• Coordinated with internal teams and external vendors.

• Inspected server documents prior to packaging and distribution to all Regional Offices of the Directorate General of Taxes.
• Installed hardware servers, routers, switches, and modems at the Head Office and sub-branches of the Directorate General of Taxes.