Zainul Zufar
IT Service Management
Bekasi,Jawa Barat
Summary
Experienced IT Service Management with over 2 years of experience in Ecommerce Industry. Excellent reputation for resolving problems and improving customer satisfaction. Enthusiastic Business Analyst eager to contribute to team success through hard work, attention to detail, and excellent organizational skills.
Overview
2
2
Languages
8
8
years of post-secondary education
5
5
years of professional experience
Work History
ITSM Process
Lazada Indonesia
Jakarta, Indonesia
11.2018 - Current
- Coordinated "Remote Lab" projects, including defining scope, managing milestones and maintaining strong relationships with all stakeholders.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Create the ticket report weekly to identify the current issues happen and find the solution on how to minimize the issues looping.
- Track the best practice to make SLA Response and SLA Resolution to keep above 98%.
- Collaborate with finance, procurement and end-user about the budgeting to run project.
- Give the best performance during support end-user to make the user satisfaction rate above 4.67 of 5.
Jr. IT Service Operation
Lazada Indonesia
Jakarta, Indonesia
11.2016 - 11.2018
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Configured hardware, devices and software to set up work stations for employees.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
Intern
PT. Nusantara Compnet Integrator
DKI Jakarta, Indonesia
06.2015 - 03.2016
- Worked on projects using knowledge gained in classes to put together recommendations for issues.
- Analyzed problems, identified solutions and made decisions.
- Preventive maintenance server devices of clients.
- Produce the high-quality report after did preventive maintenance.
Education
S.Kom - Computer Science
Mercu Buana University
Bekasi 07.2016 - 12.2020
No Degree - Computer And Network
26 Vocational High School
Jakarta 06.2012 - 05.2016
Skills
Troubleshooting
Microsoft Office
Tableau
SQL
Technical Analysis
Desktop and laptop installations
Analytical skills
Business Analyst
Data analysis
Strategic Planning
HTML and CSS
Negotiation
Teamwork
Timeline
ITSM Process
Lazada Indonesia
11.2018 - Current
Jr. IT Service Operation
Lazada Indonesia
11.2016 - 11.2018
S.Kom - Computer Science
Mercu Buana University
07.2016 - 12.2020
Intern
PT. Nusantara Compnet Integrator
06.2015 - 03.2016
No Degree - Computer And Network
26 Vocational High School
06.2012 - 05.2016