Open to opportunities

Agung Narendro

@agungnarendro

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Technical Support Analyst dedicated to enhancing user experiences.

Indonesia

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What I'm looking for

I seek a role that fosters collaboration and innovation, with opportunities for growth.

As a Technical Support Analyst at Prophero Pty Ltd, I empower seamless technical experiences by providing swift solutions and expert troubleshooting. My primary mission is to ensure smooth technical operations while managing the tech bugs mailbox. I promptly respond to customer satisfaction procedures and escalate complex problems to the appropriate teams, ensuring efficient problem resolution and a positive user experience.

Previously, I served as an IT Coordinator at Circles Aspire, where I oversaw the setup of IT facilities and collaborated with management to ensure optimal infrastructure support. My experience as a NOC Engineer involved providing Tier 1 technical support, managing incoming calls, chats, and service tickets, while maintaining exceptional service level agreements. I actively contributed to process improvement by analyzing operational policies and procedures.

With a Bachelor of Engineering in Mechatronics, Robotics, and Automation Engineering, I have a strong foundation in technical systems and infrastructure management. I am passionate about leveraging my skills to enhance user experiences and drive operational efficiency.

Experience

Work history, roles, and key accomplishments

Technical Support Analyst

Prophero Pty Ltd

Apr 2024 - Present (1 year 4 months)

As a member of the Tech team, my primary mission is to ensure smooth technical support by managing the tech bugs mailbox. This involves promptly responding to procedures, and escalating complex problems to the appropriate teams.

Troubleshooting Technical Support Customer Support

IT Coordinator

Circles Aspire

Jan 2024 - Present (1 year 7 months)

Oversaw the setup of IT facilities, including workstations, networking equipment, and ISP services. Collaborated with facilities management to ensure optimal infrastructure support and led IT server migrations by coordinating tasks and resources.

Server Migration Infrastructure Support

NOC Engineer

Circles Aspire

May 2020 - Present (5 years 3 months)

Provided Tier 1 technical support by managing incoming calls, chats, and service/incident tickets. Proactively monitored system health using Nagios and performed in-depth log analysis to determine root causes and implement effective solutions.

Technical Support Incident Management System Monitoring Nagios Log Analysis SLA Management

IT System Coordinator

PT Maritim Batubara Pertama

May 2012 - Present (13 years 3 months)

Deployed, configured, and maintained hardware, Windows, macOS, and Linux operating systems, as well as a variety of software applications. Established and maintained secure VPN connections to facilitate remote desktop access to Windows systems, safeguarding sensitive data.

Infrastructure Management System Configuration Network Security Data Protection ERP CMMS

Education

Degrees, certifications, and relevant coursework

Politeknik Elektronika Negeri Surabaya

Bachelor of Engineering - BE, Mechatronics, Robotics, and Automation Engineering

2007 - 2011

Studied Mechatronics, Robotics, and Automation Engineering. Gained expertise in deploying, configuring, and maintaining hardware, Windows, macOS, and Linux operating systems, as well as a variety of software applications.