Yuhendri Yuhendri, IT Service Desk

About

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

Education

Andalas University

Aug 2006 – Jan 2011

Bachelor Degree, English Study

Yuhendri Yuhendri

IT Service Desk

Skills

Languages