Yedija Sinulingga
IT Support Specialist
Bekasi
Summary
Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.
Overview
3
3
years of professional experience
2
2
Languages
Work History
IT Support Specialist
Ernst & Young
01.2021 - 01.2023
- Provided technical support to internal users, including VIP partners, becoming a trusted contact for issue resolution. Provided high-priority white-glove support for 15+ EY partners and directors.
- Resolved incidents using ServiceNow, following strict SLAs and escalation procedures in coordination with global IT teams and third-party vendors.
- Performed real-time monitoring of user issues, system alerts, and endpoint performance through ITSM and enterprise tools (ServiceNow, Intune), ensuring quick escalation and minimal service disruption.
- Managed incidents and requests via ServiceNow, maintaining SLA compliance and ensuring clear communication with users.
- Analysed user needs and provided tailored solutions and support.
- Managed account provisioning, group permissions, and device policies using Active Directory and Office 365 Admin Center.
- Deployed updates and patches using SCCM, ensuring system performance, security compliance, and version consistency.
- Authored knowledge base articles and technical documentation to support efficient issue resolution and onboarding processes.
- Collaborated closely with infrastructure, security, and application teams to resolve issues and support planned maintenance activities.
Manual Software Quality Assurance Analyst
Sumber Alfaria Trijaya (Retail Company)
01.2020 - 01.2021
- Performed functional testing and validation of applications, identifying system anomalies, failed flows, and potential production issues before deployment.
- Analysed recurring application errors and flagged system behaviour issues that aligned with real-world operational scenarios.
- Conducted UAT coordination, prepared defect reports, and ensured accurate documentation across testing cycles.
- Coordinated between end users, engineers, and management to ensure smooth issue resolution and clear communication.
Education
MSc - Information Technology
University of the West of England
Bristol, UK10.2024
Bachelor of Science - Information Technology
SATYA WACANA CHRISTIAN UNIVERSITY
Salatiga, Indonesia01.2020
Skills
Application support
undefinedTimeline
IT Support Specialist
Ernst & Young
01.2021 - 01.2023
Manual Software Quality Assurance Analyst
Sumber Alfaria Trijaya (Retail Company)
01.2020 - 01.2021
Bachelor of Science - Information Technology
SATYA WACANA CHRISTIAN UNIVERSITY
MSc - Information Technology
University of the West of England