Yusuf Agung Triwahyono

Was being placed in Conoco Indonesia (Oil Company)

• Resolved system malfunctions with thorough troubleshooting, ensuring optimal system performance.
• Increased first-call resolution rates through comprehensive problem analysis paired with swift action plans.
• Improved customer satisfaction by providing timely and efficient technical support for hardware and software issues.
• Managed on-site installation of new equipment, leading to improved efficiency and reduced downtime.
• Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
• Explained complex technology-related issues in understandable terms to customers.
• Answered incoming support inquiries via chat, phone and email.
• Established empathy with customers through insight into business drivers and expectations to offer personalized service.

Placed in Conoco Indonesia, Inc (Oil Company)

• Enhanced customer satisfaction by promptly addressing and resolving technical issues.
• Used ticketing systems to manage and process support actions and requests.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Compiled and accurately entered data for each customer encounter to record in system.
• Recruited, trained and supported help desk technicians and representatives.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Identified and solved technical issues using variety of diagnostic tools and tactics.
• Provided basic end-user troubleshooting and desktop support.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Managed help desk consisting of [Number] employees and conducted performance evaluations.
• Trained and supported end-users with software, hardware, and network standards and use processes.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Managed high levels of call flow and responded to technical support needs.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Provided on-call support for critical issues related to [Software].
• Documented and tracked help desk tickets to ensure timely resolution of issues.
• Participated in continuous professional development opportunities to stay at the forefront of help desk best practices.
• Contributed to the development of IT policies and procedures, fostering a secure and efficient technology environment.

• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
• Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
• Handled all technical issues which being escalated by L1 Service Desk
• Acted as Active Directory Administrator Level 2

• Collaborated with department heads to identify skill gaps and develop targeted training initiatives accordingly.
• Enhanced employee performance by implementing comprehensive training programs tailored to individual needs.
• Introduced a system of regular quality audits, leading to the identification and resolution of potential issues before they escalated.
• Streamlined onboarding process for new hires, reducing time-to-productivity and increasing overall satisfaction.
• Developed a quality assurance system that improved process efficiency and reduced errors in the workplace.
• Provided coaching and mentorship to employees at all levels, fostering a culture of continuous improvement within the organization.
• Established a centralized repository for all training materials simplifying access for employees seeking professional growth opportunities.
• Maintained up-to-date knowledge of industry best practices through continuous professional development activities related to training and quality assurance methodologies.
• Created engaging training materials in various formats, including videos, presentations, and interactive exercises, catering to diverse learning preferences.
• Implemented an e-learning platform that increased accessibility to training resources and improved skill development among staff members.
• Implemented a process for tracking employee progress through training programs, allowing for better analysis of program effectiveness and individual growth.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Provided coaching and mentoring to employees.
• Trained and mentored [Number] new personnel hired to fulfill various roles.
• Established and maintained quality control standards.
• Analyzed and evaluated training effectiveness and program outcomes.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.

• Conducted regular performance reviews for staff development, setting individual goals aligned with department objectives and providing constructive feedback on areas needing improvement.
• Promoted a customer-centric approach among team members, emphasizing empathy, active listening, and effective problem-solving skills in all interactions with users.
• Boosted employee engagement levels by recognizing outstanding performances and fostering a positive work environment.
• Introduced automation tools to streamline repetitive tasks, increasing efficiency across the service desk operations.
• Established clear communication channels within the team, fostering a culture of collaboration and accountability.
• Collaborated with IT management to develop strategic plans for improving overall service quality and efficiency.
• Coordinated with other IT teams to ensure seamless integration of new systems and processes, minimizing disruption to endusers.
• Reduced average call wait times through effective scheduling adjustments based on historical data analysis.
• Leveraged ITIL best practices in daily operations to align service desk processes with organizational goals.
• Improved incident response times by proactively identifying potential bottlenecks in the process flow and addressing them promptly.
• Managed escalations effectively, resolving complex technical issues promptly and professionally.
• Streamlined service desk operations by implementing efficient processes and workflows.
• Implemented metrics-based performance evaluations for continuous improvement of the service desk team''s capabilities.
• Ensured consistent delivery of high-quality support services through regular monitoring of KPIs and SLAs adherence.
• Diagnosed and troubleshot hardware, software and network issues.
• Monitored system performance to identify potential issues.
• Generated reports to track performance and analyze trends.

• Maintained, evaluated and improved the system and network infrastructure to meed the business demands
• Designed, configured, maintained, evaluated and improved the internet system to support the business
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
• Negotiated with suppliers to secure cost-effective resources, positively impacting project budgets.
• Conducted regular reviews of operations and identified areas for improvement.

• Managed vendor relationships to ensure timely delivery of equipment and services while staying within budget constraints.
• Streamlined IT operations by automating routine tasks using scripting languages such as PowerShell and tools
• Provided exceptional technical support to end-users, resolving complex issues quickly and effectively.
• Acted as a liaison between IT departments and business stakeholders, ensuring effective communication of requirements and expectations during project planning phases.
• Maintained up-to-date documentation of network topology, equipment inventory, configurations, and troubleshooting guides for easy reference during problem resolution efforts.
• Improved network performance by designing and implementing system upgrades, including hardware and software updates.
• Enhanced security measures with the implementation of firewalls, intrusion detection systems, and vulnerability assessments.
• Contributed to company growth by supporting IT infrastructure expansion projects in response to increasing demand for services.
• Increased network reliability by performing regular maintenance checks on routers, switches, servers, and other critical infrastructure components.
• Served as a subject matter expert in network engineering during strategic planning sessions aimed at improving organizational efficiency or cost-effectiveness initiatives.
• Maximized data center capacity through efficient server rack organization and cable management techniques.
• Optimized system efficiency through the installation and configuration of virtualization technology.
• Reduced operating costs by consolidating redundant hardware resources via server virtualization technologies.
• Collaborated with cross-functional teams to develop and implement data backup and disaster recovery strategies, ensuring business continuity.
• Monitored network capacity and performance to diagnose and resolve complex network problems.
• Provided complete end-to-end engineering and installation of route-based IP network solutions.
• Troubleshot complex multi-vendor network service provider issues.
• Provided network support services for devices such as hubs, bridges, routers, and other hardware.
• Managed, tracked, and coordinated problem resolution and escalation processes.
• Integrated fixed wireless connectivity into facilities requiring high-speed networks.
• Created VPN infrastructure and allowed for secure remote connections.
• Performed troubleshooting for Cisco, Mikrotik and packet analysis.
• Installed, supported and maintained company hardware and software infrastructure according to best practices.
• Diagnosed network problems involving combination of hardware, software, power and communications issues.
• Implemented WAN and LAN designs in multi-datacenter configurations.
• Maintained company servers, computers, printers, cables and other equipment.
• Analyzed, troubleshot and enhanced network performance to drive efficiency.
• Planned implementation of network enhancements and upgrades.
• Administered and prepared programs for IP addresses, developed network resources and trained support personnel to provide Tier I support to end users.
• Reviewed technical specifications from clients and vendors to confirm adequacy, accuracy and functionality.
• Provided firewall and VPN management, security and incident response.
• Checked rigorous application of information security policies, principles and practices for continuous delivery of network services.