My Portfolio

Technical Support Consultant

March 2024 - Present

PT. MSBU (DANA Indonesia As a Client, Remote)

• Accelerated merchant service activation across both Offline Solution (QRIS CPM/MPM) and Online Solution (Payment Gateway/Disbursement), ensuring reliable, comprehensive technical support
• Successfully onboarded 20+ high value merchants last quarter by delivering clear DANA API Spec (SNAP API) presentations and supporting sandbox testing, significantly reducing time to integration
• Validated and ensured 100% compliance by functioning as a Quality Gate, meticulously reviewing and validating merchant UAT Docs and regulatory test results from the Bank Indonesia Dev Site Portal
• Reduced average sandbox issue resolution time by 60% by performing advanced application log analysis to quickly identify and eliminate the root cause of integration failures
• Accelerated merchant testing cycles and improved team efficiency by creating and distributing structured Postman Collections and leveraging Linux commands for realtime tracking
• Enhanced merchant security and reduced integration setup time by providing and guiding the use of a Python script to automate the generation of necessary asymmetric signatures

L2 Engineer

Nov 2022 - Feb 2024

PT. Abhimata Persada (Bank Indonesia As a Client)

• Maintained 99% BI-Fast service availability by performing continuous monitoring and 4 hourly health checks, ensuring zero unexpected downtime during peak banking hours
• Accelerated root cause discovery by 40% through structured SQL query analysis on transaction records, enabling faster recovery for impacted banking services
• Improved system reliability by analyzing application logs to¬ identify patterns and eliminate root causes, resulting in a significant reduction of repeated incidents and service anomalies
• Strengthened system resilience by participating in configuration, upgrades, and patching cycles, ensuring smooth deployment with zero post deployment critical issues
• Resolved 200+ monthly L1 escalations from participant banks by conducting deep dive technical analysis, improving first-time resolution rate and reducing turnaround time by over 30%
• Enhanced BI-Fast operational performance by executing planned preventive maintenance every 4 hours, which successfully reduced anomaly occurrences and kept services consistently high performing
• Increased transaction processing stability by proactively troubleshooting connector application issues, thereby preventing recurring failures and minimizing transaction delays for end users
• Streamlined escalations to Principal/Specialist engineers by creating, tracking, and closing high priority tickets, resulting in faster issue closure across teams and reducing unresolved cases
• Increased technical clarity and partner satisfaction by handling and responding to technical inquiries via email, maintaining an improved average response time for participant banks

Helpdesk Support (Tier 1)

Apr 2021 – Oct 2022

PT. Balitowerindo Sentra, Tbk

• Handled customer requests related to internet issues and service configurations by providing basic troubleshooting, resulting in over 40% of cases resolved without escalation
• Analyzing service symptoms and system data to identify root causes, thereby improving the accuracy of escalations to technical teams by 30%
• Manage customer tickets by monitoring repair progress and coordinating with field technicians, thereby accelerating completion times by up to 40% and improving control over each process
• Conducted follow up calls after repairs to confirm service stability, increasing overall customer satisfaction
• Delivered clear information on service upgrades, pricing, and promotions through effective communication, reducing repeat calls and misinformation

Postpaid Agent & IT Support

Apr 2017 – August 2020

PT. Indosat, Tbk

• Accelerated the data to activation cycle by 35% through the prompt and systematic processing of new postpaid SIM activation requests received via email
• Maintained a 99.5% activation accuracy rate across all postpaid SIM submissions by rigorously verifying and validating customer data before processing or escalating issues to the gallery
• Reduced employee technical downtime by an average of 45 minutes per incident by efficiently troubleshooting and resolving over 100 hardware, software, and OS-related PC issues
• Improved team visibility and decision-making speed by generating daily reports that categorized activation statuses (completed, pending, in-progress) to proactively highlight potential bottlenecks
• Contributed to two major process improvements over six months by actively participating in weekly project meetings and providing operational insights from the activation workflow

Diploma IV in Information System

STMIK Bandung

Selected as the best thesis writer at STMIK Bandung in 2013, with a work in the form of a home lighting and automatic gate control system using an Android smartphone