Sergio Santhibanez
Supervisor Technical Support
Tangerang
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Team Leader Network Operation Center
PT. Iforte Solusi Infotek
3 2020
- Bertanggung jawab untuk memonitoring 12 Spotbeam, Pengecekan masalah jika ada alarm, Menjaga performa SLA, Melakukan intergrasi site BAKTI dari Ground Segment ke Leased Capasity, Melakukan open ticket dan close ticket jika terjadi masalah, Melakukan investigasi insiden yang di identifikasi sebagai masalah, Troubleshooting link customer, Koordinasi dan eskalasi jika 1st handling jika masih bermasalah, Menjaga performa HUB system
Technical Support Supervisor
PT DUTAKOM WIBAWA PUTRA
11.2023 - Current
- Developed comprehensive training materials to ensure consistent knowledge across the technical support team.
- Monitored team performance and facilitated the necessary training programs to help maintain a high level of competence among support staff.
- Implemented performance metrics to monitor team productivity, identifying areas of improvement and implementing necessary changes.
- Oversaw the creation of a comprehensive knowledge base, enabling faster access to solutions for common problems faced by customers.
VSAT Engineer
PT. Iforte Global Internet
11.2017 - 02.2020
- Menangani USO Project Kominfo BP3TI/BAKTI - VSAT Teknologi, Melakukan tindakan second handling terkait masalah yang terjadi pada pelanggan sesuai eskalasi dari helpdesk, Melakukan tindakan maintenance ke lokasi terkait masalah yang terjadi pada pelanggan, Menganalisa issue pada link perangkat VSAT, Membuat report list trouble link perangkat VSAT yang terjadi pada pelanggan per hari, Mengalokasikan team untuk kunjungan ke lokasi, Managed team regional/cluster engineer, Menjaga perfomansi SLA
Technical Operation Center
PT. Putra Mulia Telekomunikasi
04.2017 - 10.2017
- Monitoring dan troubleshooting terhadap perangkat yang down, Melakukan reporting perfomansi perangkat down
Education
SMA Negeri 6 Tangerang
01.2010 - 01.2014
Skills
Bahasa Indonesia
Personal Information
- Date of Birth: 04/28/95
- Gender: Laki-laki
- Religion: Katolik
Timeline
Technical Support Supervisor
PT DUTAKOM WIBAWA PUTRA
11.2023 - Current
VSAT Engineer
PT. Iforte Global Internet
11.2017 - 02.2020
Technical Operation Center
PT. Putra Mulia Telekomunikasi
04.2017 - 10.2017
SMA Negeri 6 Tangerang
01.2010 - 01.2014
Team Leader Network Operation Center
PT. Iforte Solusi Infotek
3 2020
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