Experience as IT Service Desk on oil gas company, this team suprivsory reponsiblities to Department of IT Service Management. IT Service Management function, in the following areas; request management, Incident management, problem management, change management, asset management, and information management. I have customer service skills –, empathy, attention, patience and consistency, persuasion, immaculate telephone manners and communication skills. Receiving two certificates of appreciation from General Manager IT Chevron IBU in 2020 and 2021.
Experience
Chevron Indonesia (under contract of PT IBM-JTI)
Aug 2018 – Feb 2021
Pekanbaru
IT Service Desk
Provide every single contact of service enquiries and day to day support
on all issues and request related to the system and the service including
operation support, technical advice, problem resolution, escalation,
incident management, problem management, request management
change management, and asset management
Serve as the first point of contact for customer seeking technical
assistance over the phone/email/chatting
Perform remote troubleshooting thru analysis and diagnostic techniques
including issues : PC hardware, notebook, laptop, printer/printer server,
internet browser, standard Microsoft software, network, cisco(phone),
application, share folder, sharepoint, access door, ID/account and others
access problem
Determine the best solution based on the issue and details provided by
users/customers
Perform release the announcement/memorandum requested by users
Follow-up and update customer’s issue status and information
Responding in a timely manner to service issues, request and accurate
customer feedback
Develop and submit report which will include problem report, monitoring
report, service level report, asset report, performance standard and
network report
Maintain performance standard data such as manual records, job logs,
system log and any other related to performance standard
Updates and closures of trouble tickets and service request from user
Managing multiple case at one time
Check daily monitoring PABX (Line Phone), server, and network
Chevron Indonesia (under contract of PT Berca HardayaPerkasa)
Jan 2018 – Aug 2018
Pekanbaru
Desktop Support Engineer
Perform deployment Hardware including: PC, Notebook, Laptop and
Thin Client/VDI units in PT Chevron Pacific Indonesia,
Installing and configuring hardware and software
Labelling, Install OS, application, and set up units
Provide deployment schedule with user
Collaboration with asset chevron team to collects data (PC, Laptop, and
VDI) that deployed and returned
Create documentation/report of hardware additions or change
Ensure the optimal performance of IT asset (hardware, software &
network)
Troubleshooting technical issue for hardware ; RAM, HD, Monitor, VGA
Create daily report and target for day to day deployments
Chevron Indonesia (under contract of PT Netmark & PT MII)
Jun 2011 – Jan 2017
Pekanbaru
IT Service Desk
Provide every single contact of service enquiries and day to day support
on all issues and request related to the system and the service including
operation support, technical advice, problem resolution, escalation,
incident management, problem management, request management,
change management, and asset management
Serve as the first point of contact for customer seeking technical
assistance over the phone/email/
Perform remote troubleshooting thru analysis and diagnostic techniques
including issues : PC hardware, notebook, laptop, printer/printer server,
internet browser, standard Microsoft software, network, cisco(phone),
application, share folder, access door, ID/account and others access
problem
Determine the best solution based on the issue and details provided by
users/customers
Perform release the announcement/memorandum requested by users
Follow-up and update customer’s issue status and information
Responding in a timely manner to service issues, request and accurate
customer feedback
Develop and submit report which will include problem report, monitoring
report, service level report, asset report, performance standard and
network report
Maintain performance standard data such as manual records, job logs,
system log and any other related to performance standard
Updates and closures of trouble tickets and service request from user
Managing multiple case at one time
Check daily monitoring PABX (Line Phone),CATV (Television Channel)
and Telnet