Leonardus Wahluya

• Facilitated Agile delivery for multiple cross-industry clients, including Healthcare, Distribution, Retail, and Manufacturing sectors.
• Led ERPNext and mobile app implementation projects, ensuring on-time delivery and adherence to business goals.
• Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
• Mentored and coached Agile teams and support staff (L1 and L2), improving SLA adherence and issue resolution processes.
• Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
• Oversaw the transition of projects into support, and initiated coaching initiatives for support agents.
• Key clients: PT Central Utama Indowarna, PT Wida Utama, Tzu Chi Hospital, Datacomm Diangraha, PT Netciti Persada, PT Sumber Inti Perkasa Pembangunan, PT Dassa Cipta Daya.

• Maintained product backlogs and managed customer expectations for life-cycle and sales applications.
• Initiate Scrum ceremonies such as Daily Scrum, Sprint Planning, Sprint Review/Showcase, and Retrospective.
• Improved communication between IT and business units by serving as a liaison and translating technical concepts into easily digestible terms.
• Discuss and create a proper programmer schedule among Product Owners.
• Gathered feedback from end-users to identify areas for system enhancements or adjustments to better align with evolving business requirements.
• Resolved complex technical issues through in-depth investigation and innovative problem-solving techniques.
• Collaborated with developers to create customized solutions tailored specifically for unique business challenges.
• Clients: LifeCycle Indonesia (LCI) – emission calculation web platform, PT Central Utama Indowarna – loyalty and sales mobile apps.

• Focused on creating a structure for the PT Packet Systems Indonesia Managed Service team to be proposed to the customer.
• Collecting the requirements based on the customer's needs.
• Worked with Managed Service Managers and the Sales Team on creating the best offering for our customers.
• Researching the computer network technologies.
• Worked well in a team setting, providing support and guidance.

In Traveloka, Indonesia.

• Managed five IT operational teams (Network, Sysadmin, IT Support, Helpdesk, Administrator).
• Improved cross-team collaboration and removed blockers in IT operations.
• Improved service quality, addressing client concerns promptly and professionally.
• Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
• Enhanced service delivery by developing and implementing efficient processes.
• Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
• Supervised operations of a 24-hour customer service desk, staffed by 5 team members.

• Acted as the escalation point for major technical issues; deployed for high-impact incident resolutions, and change requests.
• I supervised the L1 team and provided technical coaching.
• Monitored network capacity and performance to diagnose and resolve complex network problems.
• Delivered end-user support by troubleshooting connectivity issues and providing guidance on proper usage of networking equipment.
• Assisted with implementation and support of network monitoring tools.
• Created VPN infrastructure and allowed for secure remote connections.
• Troubleshot complex multi-vendor network service provider issues.
• Key clients: INPEX Masela Ltd., PT Pertamina Persero, Traveloka Indonesia.

Dedicated onsite Managed Service team at Garuda Indonesia (HPE-Aruba, Fortinet tech stack), and INPEX Masela Ltd. (Cisco, Fortinet, OpManager.)

• Managed daily operations and troubleshooting for enterprise clients.
• Collaborated with cross-functional teams to provide a proper support package for new network infrastructure projects.
• Reduced downtime by proactively identifying potential problems and implementing preventative measures.
• Increased reliability of wireless connections through careful planning, configuration, and management of access points throughout the facility.
• Simplified vendor communication through clear requirements gathering and collaboration during procurement processes for new networking equipment.
• Ensured network security by configuring firewalls, monitoring traffic for suspicious activity, and responding to threats promptly.
• Protected sensitive information by implementing and enforcing strict access controls and data encryption protocols across all network devices.

• Assists clients in residential and investment property transactions.
• Informed clients of policies and procedures.
• Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
• Conducted market analysis to pinpoint client needs, leading to tailored service offerings.