LANI SAPUTRA
Jakarta
Summary
IT Infrastructure and Service Management Professional experienced in IT capacity and performance management, infrastructure operations, and service delivery within enterprise and financial-services environments. Delivered effective support for complex enterprise environments and customer operations, utilising expertise in IBM Power Systems, IBM i, AIX, and enterprise storage. Coordinated technical teams and stakeholders to manage service delivery activities and infrastructure planning, translating technical performance data into actionable insights for informed decision-making.
Overview
2
2
Languages
1
1
Certification
19
19
years of professional experience
Work History
Delivery Project Executive
IBM
Jakarta, Indonesia
09.2025 - Current
- Pioneered customer experience strategies, elevating satisfaction levels and bolstering loyalty.
- Drove customer satisfaction improvements, evidenced by a 95% positive feedback rating from client surveys.
- Formed and sustained strategic relationships with clients.
- Delivered high level of service to customers in effort to build upon future relationships.
- Engaged with customers to better understand needs and deliver excellent service.
- Managed complaints with calm, clear communication and problem-solving.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Monitored operations to keep processes aligned with targets and matching forecasts.
- Engaged in capacity planning activities, ensuring scalability of infrastructure to meet future demand.
- Led cross-functional team meetings for discussing resource allocation and future capacity planning.
Technical Account Manager
IBM
Jakarta, Indonesia
09.2021 - 08.2025
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Sourced vendors and suppliers for business needs and negotiated terms for optimum service delivery.
- Coordinated strategic plans for administrative services management and optimisation to best use available resources.
- Developed and delivered comprehensive training programmes, improving team skills and performance.
- Monitored staff performance and developed improvement plans.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
IT Specialist
IBM
Jakarta, Indonesia
09.2017 - 08.2021
- Provided expert technical support, resolving complex issues to minimise downtime.
- Identified system performance issues, providing swift remedial action.
- Monitored computer system performance and intervened in identified problems.
- Implemented robust data backup and recovery strategies, mitigating risks of data loss.
- Upgraded hardware promptly to minimise service disruptions.
- Installed new hardware and software to meet system specifications and user needs.
- Updated software for new functionality and improved security.
- Documented IT procedures and system configurations, ensuring consistency and knowledge sharing.
Team Leader - Service Delivery
Helios Informatika Nusantara
Jakarta, Indonesia
05.2017 - 08.2017
- Managed end-to-end service delivery processes, improving operational efficiency and customer satisfaction levels.
- Reviewed and updated service delivery processes to ensure regulatory compliance and optimise service quality.
- Negotiated service level agreements with clients, setting clear expectations for service delivery.
- Conducted performance evaluations, providing constructive feedback and establishing clear objectives to enhance team performance.
- Addressed customer complaints through active listening and effective problem-solving, ensuring clear communication and satisfactory resolutions.
- Collaborated with team members to achieve target results.
- Delivered services within designated timeframes to ensure customer satisfaction. and quality targets.
Internal Audit Manager
Bank Mandiri
Jakarta, Indonesia
05.2016 - 04.2017
- Determined audit scope, completed internal audits and managed insights and actions.
- Prepared detailed audit reports, highlighting findings and suggesting corrective actions.
- Developed audit plans and schedules in line with organisational priorities.
- Followed annual internal audit plan, managing own workload efficiently to deliver audits on time and to high standards.
- Reviewed working papers for sufficient documentation to successfully complete audit scope and objectives.
- Analysed operational procedures to identify inefficiencies and recommend improvements.
IT Infrastructure
BTPN Syariah
Jakarta, Indonesia
08.2013 - 05.2016
- Directed the deployment of IT infrastructure upgrades, minimising downtime and ensuring compatibility with existing systems.
- Conducted regular security assessments to identify vulnerabilities and mitigate risks in IT infrastructure.
- Engaged in proactive capacity planning to accommodate future application growth, maintaining optimal performance levels.
- Carried out regular system audits, assessing IT infrastructure capabilities and identifying improvement areas.
- Recommended improvements to existing systems, contributing to the enhancement of overall IT infrastructure.
- Provided expert advice and support during IT infrastructure planning and expansion projects.
- Assessed user feedback to identify improvement opportunities in IT infrastructure and services.
IT Implementation Support
BTPN
Jakarta, Indonesia
08.2011 - 07.2013
- Conducted post-implementation evaluations to assess the long-term impact of change initiatives, making recommendations for ongoing improvements.
- Identified opportunities for process improvements and recommended solutions that enhanced operational efficiency and service delivery.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Handled customer concerns and escalated major issues to supervisor.
- Collaborated with team members to achieve target results.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Maintained clean, safe working environments to eliminate accident risks.
IT System Administrator
CIMB Niaga
Tangerang, Indonesia
12.2010 - 07.2011
- Administered and maintained company's IT infrastructure to support seamless business operations.
- Managed user accounts, permissions, and access controls to protect sensitive information.
- Installed and configured various software and hardware for smooth-running systems operation.
- Conducted capacity planning exercises, ensuring infrastructure scalability aligned with organisational growth.
- Identified issues, analysed information and provided solutions to problems.
- Addressed customer complaints through effective communication and resolution strategies. with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
- Assisted in budget planning for the production department, optimising resource allocation.
Service Engineer
Jasa Teknologi Informasi
Jakarta, Indonesia
01.2008 - 12.2010
- Performed preventive and corrective maintenance to reduce faults.
- Delivered emergency repair services promptly, minimising operational disruptions for clients.
- Restored and replaced damaged parts to eliminate further issues.
- Used technical manuals and repair documentation to plan and implement high-quality corrections to various owner issues.
- Documented service interventions in detail, ensuring accurate records for future reference and compliance.
- Kept detailed records of all repairs, labour involved and parts used.
- Coordinated with sales teams to provide technical insights, aiding in the development of competitive proposals.
Education
Master of Science - Master of Technology Information
Bina Nusantara University
Jakarta, JK01-2027
Bachelor of Science - Computer Science
Bina Nusantara University
Jakarta, JK01-2007
Skills
- Project management
- Capacity planning
- Service management
- Performance monitoring
- Customer complaint management
- Problem resolution
- Data analysis
- Strategic planning
- Change implementation
- Project leadership
- Team building
- Team collaboration
- Customer engagement
- Performance evaluation
- Service modelling
- Cloud service management
- Machine learning
- Artificial Intelligence
Languages
English
Advanced
C1
Indonesian
Proficient
C2
Certification
- ITIL v5 certified
- ITIL v3 certified
- CDCP certified
- OCI Fundamental certified
- AWS Academy Graduate - AWS Cloud Foundations
- IBM Cloud Core
- IBM i System Administrator certified
- IBM System Expert - Virtualization certified
Interests
- Running
- Cycling
- Baseball
- Badminton
Timeline
Delivery Project Executive
IBM
09.2025 - Current
Technical Account Manager
IBM
09.2021 - 08.2025
IT Specialist
IBM
09.2017 - 08.2021
Team Leader - Service Delivery
Helios Informatika Nusantara
05.2017 - 08.2017
Internal Audit Manager
Bank Mandiri
05.2016 - 04.2017
IT Infrastructure
BTPN Syariah
08.2013 - 05.2016
IT Implementation Support
BTPN
08.2011 - 07.2013
IT System Administrator
CIMB Niaga
12.2010 - 07.2011
Service Engineer
Jasa Teknologi Informasi
01.2008 - 12.2010
Master of Science - Master of Technology Information
Bina Nusantara University
Bachelor of Science - Computer Science
Bina Nusantara University