I am an IT professional with over 15 years of experience in the technology industry. I began my career in 2011 as a Junior Network Technician, working with Cisco technologies until 2012. From 2012 to 2024, I worked at one of the largest hosting service providers in Indonesia, where I advanced from Customer Support Supervisor to Assistant Manager. Currently, I serve as Head of IT DevOps, with two years of experience focusing on system efficiency, continuous integration, and reliable deployment practices. I am passionate about delivering effective IT solutions, leading teams, and aligning technology initiatives with business objectives.
Experience: 5 years
Yearly salary: $18,000
Hourly rate: $55
Nationality: 🇮🇩 Indonesia
Residency: 🇮🇩 Indonesia
Experience
Assistant Manager
Exabytes Indonesia 2019 - 2024
Led and scaled a team of 21 customer support engineers specializing in Linux-based systems, ensuring high performance and service reliability. Oversaw end-to-end technical support operations across live chat and phone channels, improving service quality and customer satisfaction. Developed and delivered comprehensive reporting (daily, weekly, monthly, and annual) to drive data-informed decision-making and continuous service improvement. Initiated and conducted technical training programs on Linux server technologies, enhancing team capabilities and reducing issue resolution time.
Supervisor Customer Support & Marketing
Master Web Network 2015 - 2019
Fully responsible for managing Customer Support Specialist services across Live Chat, Phone, Email, and Ticketing channels, operating 24/7. Established and maintained a 99% Service Level Agreement (SLA) for the Customer Support division. Provided technical problem-solving for VPS/Cloud (Linux & Windows), email issues, and website-related problems. Developed and maintained phone-based applications using Jenkins. Led onboarding and training programs for new staff, delivering a 7-day intensive training before deployment.
Technical Support
Master Web Network 2012 - 2015
Monitor and maintain server performance to ensure high availability and reliability. Troubleshoot issues related to websites, VPS/Cloud (Linux & Windows), email, and DNS. Manage hosting services including account setup, domain configuration, SSL, and email hosting. Provide customer support via live chat, ticket, email, and phone in accordance with SLA. Handle server security, including malware prevention, patching, and access control. Perform backup and recovery processes to ensure data safety. Optimize server and website performance for better speed and efficiency.
jr. Network Engineer
Nusantara Compnet Integrator 2011 - 2012
Design, implement, and maintain network infrastructure using Cisco devices (routers, switches, firewalls). Configure and manage routing & switching protocols (VLAN, STP, OSPF, BGP). Monitor network performance, troubleshoot connectivity issues, and ensure minimal downtime. Implement network security policies including firewall, VPN, and access control (ACL). Manage WAN/LAN connectivity, including bandwidth optimization and failover systems.
Skills
business-development
linux
project-manager
sys-admin
system-engineer
web-designer
devops
