Taufan Abdi
SENIOR IT LEAD SUPPORT ENGINEER
South Jakarta,Jakarta
Summary
An 8+ years of experience IT Enthusiast, with 3 years leading team as IT Operation Lead. Resolving IT related issues, handle multiple users with high‐level escalation, & budget efficiency experience.
SENIOR IT PROFESSIONAL IT Service Support & Infrastructure Support, Networking PROFILE SUMMARY Offering years of comprehensive experience in multi-national companies, end-to-end support.
Overview
8
8
years of professional experience
Work History
IT Manage Service Lead for Grab (Client)
HCL Technologies Ltd
South Jakarta, DKI Jakarta
09.2021 - Current
- Team leader of 13 IT Operation agents
- L1 & L2 support for troubleshooting (meeting room, WiFi issue, Slack, Re-image Windows 10
- Act as PIC regarding all IT issues
- Supervised IT Support Operation
- Basic admin access for Office 365 to add/remove user license
- Responding tickets (Salesforce) regarding hardware and software issue
- Reporting to Line Manager based in Malaysia
- Preparing IT assets and tools for new users onboarding
- Office IT Asset management
- Coordinate with external vendors when support is needed
IT Command Center & Helpdesk Lead
Gojek
South Jakarta, DKI Jakarta
11.2019 - 09.2021
- Team leader of 5 IT Helpdesk & 7 IT Command center agents
- Providing IT introductions to new employees, especially VPs and expatriates
- Responding to tickets (Freshdesk) regarding hardware and software problems at GOJEK
- Head Office
- Create Weekly & monthly report
- Basic admin access for Office 365 to add/remove user license
- L1 Support troubleshooting (Active Directory, Zoom application, Internet issue, Slack
- Re-image Windows 10, VPN issue, Crowdstrike Antivirus, etc)
- Responsible for ticketing system SLA
- Maintain IT Command Center & IT Helpdesk Performance to meet Customer needs
- Supervised IT Command Center & IT Helpdesk Operation
- Coordinate with external vendors when support is needed
- Coordinate with external vendors when support is needed.
IT Specialist
Boston Consulting Group
South Jakarta, DKI Jakarta
11.2018 - 11.2019
- Setting Video Conference with Web-ex, Cisco Jabber
- Assist with all on-site team needs including internet connection & office support
- Deploy Software via the SCCM console
- Manage & monitor CCTV
- Manage ticketing system (Service Now)
- Support troubleshooting (Active Directory, Service now, internet issue, Cisco IP Phone, cisco Webex, Re-image Windows 10, Cisco VPN, RSA , Remote tools (Teamviewer)
- Manage & handle all IT devices in the office and on site
- Supports all user issues (especially regarding laptops, Audio-Video devices, internet and applications)
- Generate daily reports to Manager for all issues handled.
Senior IT Analyst at Standard Chartered Bank
HCL Technologies Limited
South Jakarta, DKI Jakarta
03.2018 - 11.2018
- OS migration from Windows 7 to Windows 10 via SCCM
- Migrating from Old to New Laptop / Desktop
- Set up O365 Profile Email
- Deploy Software via the SCCM console
- Diagnose and resolve technical hardware and software problems
- Follow standard help desk procedures
- Provides Weekly Reports on EUC Team member activity from Ticket Management
- Tools such as BMC Remedy
- Track and route problems and requests and document resolutions.
IT Engineer
Internet Pratama Indonesia
South Jakarta, DKI Jakarta
06.2015 - 01.2018
- Procuring Multimedia IP Telephony and supporting device for PT
- Pertamina Gas needs for 48 months
- Maintenance Cisco IP Phone, Switch and UPS to Metering Station of PT
- Pertamina Gas East Java Area
- Maintenance and Upgrade Firewall device (Fortigate) to Metering Station of PT Pertamina Gas Kalimantan Area
- Maintenance Cisco IP Phone, Switch and UPS to Metering Station of PT
- Pertamina Gas North Sumatera Area
- This resume is made by very truly
- Best Regards, Troubleshoot internet, PCs, IP Phone , and printer issues
- Monitoring server devices, switches, firewall wireless access points, and other supporting devices
- Ensuring internet connection is running well
- Coordinate with vendors regarding office requirements and internal network connections
- Make daily activity reports for each case handled
- Implement Managed Print Services method (using Ysoft) to all Gojek branch offices in
- Indonesia 2021: ITIL-V4 certified.
Education
Bachelor Degree - Informatic Engineering
North Sumatera Islam University
2010
Skills
- Ensuring support to users based on perspective and within defined SLA
- TRAININGS ATTENDED
- Leadership & Management
- Detecting, logging, categorizing and prioritizing incidents and providing initial Incident Support
- ITIL Foundation V4
- Can do attitude
- Managing network and asset inventory through the useful life cycle of each asset
- Ticketing System (Salesforce, FreshDesk, ServiceNow)
Timeline
IT Manage Service Lead for Grab (Client)
HCL Technologies Ltd
09.2021 - Current
IT Command Center & Helpdesk Lead
Gojek
11.2019 - 09.2021
IT Specialist
Boston Consulting Group
11.2018 - 11.2019
Senior IT Analyst at Standard Chartered Bank
HCL Technologies Limited
03.2018 - 11.2018
IT Engineer
Internet Pratama Indonesia
06.2015 - 01.2018
Bachelor Degree - Informatic Engineering
North Sumatera Islam University
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