Johannes Bambang Wirawan

• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Communicated with clients to verify roots and causes of computer problems.
• Connected to computer of client using remote link to install programs and applications.
• Upgraded operating systems and computer software to perform compatibility with programs.
• Monitored systems in operation and quickly troubleshot errors.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Patched software and installed new versions to eliminate security problems and protect data.
• Monitor Triage Queue to view and assist Client's tickets.
• Receive phone calls from clients in US Eastern Time Zone and US Central Time Zone.
• Assists Call Dispatcher in answering the phones.
• Create Tickets for new issues from clients.
• Support Clients Laptops, Work Stations, and Servers by using Kaseya and Splashtop.
• Monitor Space Alert Queue to perform Disk Clean Up and Free Space Expansion on VMWare ESX or VMWare vSphere.
• Attend the Daily Huddle.
• Escalate urgent tickets for Clients with VIP Profile.
• Escalate Rightfax, 3BDocrouter, Phone systems (e.g. Altigen) to the Telephony Team.
• Receive and Acknowledge any PagerDuty Alerts : Security Incidents and Informational.
• Check Daily VEEAM Backup and troubleshoot when necessary.
• Provide Network Authentication - FortiToken Mobile to client.
• Troubleshoot Client's LogMeIn issue.
• Call client's Internet Service Provider (ISP) and request for resolution time.
• Perform Server Reboot or Power Cycle and Restart Application Services.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Maintained compliance with company policies, objectives, and communication goals.
• Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
• Evaluated employee performance and coached and trained to improve weak areas.
• Achieved results by working with staff to meet established targets.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Monitored workflow to improve employee time management and increase productivity.
• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
• Developed and implemented customer service policies to enhance satisfaction.
• Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
• Heading 7 (seven) Subordinates.
• Hands on Experience for Troubleshooting Windows PC, LAN Connection, Printer, Wi-Fi Router, Web Browsers, LCD Monitor, Azure Dashboard, Putty, Google Cloud Platform, GitHub, Big Query, Office 365, Zabbix, VMware Workstation, and Virtual Box
• Join the Customer Response Centre (CRC) Team to support ASABA 's Local IT Customers.
• Technical Communication Liaison between Taipei and Jakarta. Create 4 minutes of meeting each month for documentation purpose based on ISO 9001:2015 Quality Management Requirements.
• Run Non-Intrusive Vulnerabilities Assessment Cyber Rating Reports in the Monthly basis and send to customers.
• Pilot and lead a plan and review each week for the Security Operation Centre Pilot Project Management.
• Technical Document Translation from Traditional Chinese to English by using Translate Google.
• Simulate 3D Model of the Security Operation Centre by using SketchUp.
• Form and Translate Business Proposals for Non-Intrusive Vulnerability, Penetration Test, Vulnerability Assessment, and Mobile Application Test.
• Supply the room and equipment for Security Operation Centre Training for the capacity of 7 people.
• Arrange 2 rooms for Cybersecurity Training and Podcast by providing equipment like Tripod, Webcam, and Laptop.
• Attend meetings to represent the Cybersecurity Team with potential customers or partners 5 times a week.

• Established relationships with guests to grow and retain client base.
• Facilitated smooth check-in and check-out through proper account handling.
• Led and encouraged team members to learn and improve.
• Audited desk work for accuracy and consistency.
• Adjusted shift coverage when short-handed or due to staff absences.
• Trained new staff on correct procedures, compliance requirements, and performance strategies.
• Heading 6 (six) Subordinates
• My responsibilities are supporting my Supervisor in running the Department and accomplished what were delegated to me
• Manage the recording and tracking of 40 incidents, service requests and complaints each week
• Produce open IT Tickets data and process data from dirty to a clean Excel Report, 4 Weekly Reports and 1 Month Report for each customer
• Improve Technical Guideline including Business Continuity Plan & Business Continuity Management Standard
• Operating Procedure to prepare any downtime for more than 8 hours
• Check the on-site Data Center and Undisputable Power Supply Availability every 4 hour per day in Jakarta, Indonesia
• Bridge the communication between company Engineers in Jakarta, Indonesia with Engineers in the Netherlands for 7 days per week

• Conducted research and analysis using customer tools and databases.
• Analyzed, monitored and evaluated success rate of program activities.
• Responsible to manage the good flow and completion of the complaints rendered of the Customers in the Netherlands Online.
• Hands on experience IT Ticketing Software: InfraEnterprise, BMC Remedy, TOPDesk, Propalms TSE, Oracle E-Business.
• Suite 10g, Cisco Unified CCX, IBM Tivoli Storage Manager, OKE REporter, and Sybase Coters Datawarehouse.
• ENGLISH TEACHER: Within the aforementioned period of time from 2010 - 2014, I was assigned to teach the English Language to several IT Engineers.
• Consult incoming computer malfunction complaints (via email or telephone) from the customer in the Netherlands every 24 hours.
• Bridge the communication between company Engineers in Jakarta, Indonesia with Engineers in the Netherlands for 7 days per week.
• Consult incoming computer malfunction complaints (via email or telephone) from the customer in the Netherlands every 24 hours.

• Completed research, compiled data, updated spreadsheets, and produced timely reports.
• Sorted and organized files, spreadsheets, and reports.
• Interacted with customers by phone, email, or in-person to provide information.
• Supported with creating project marketing materials to promote services.
• Participated in workshops and presentations related to projects to gain knowledge.
• Update The Database of the British Council Scholarship Alumni.
• Attend meetings related to Social Development Projects.

• Assisted teachers with classroom management and document coordination to maintain positive learning environment.
• Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
• Supported classroom activities, tutoring, and reviewing work.
• Tutored struggling students individually and in small groups to reinforce learning concepts.
• Worked with teacher to optimize learning plans based on student test grades and evaluations.
• To teach junior students how to pronounce English better.

GPA: 3.30 of 4.00

GPA: 79% o f 100%