Danang Yulianto
@danangyulianto
Experienced Technical Support Engineer with a successful track record in the internet industry.
What I'm looking for
As a seasoned Technical Support Engineer, I have a proven track record of delivering exceptional technical support, problem-solving, and enhancing customer experiences. With a strong background in the internet industry, I have honed my skills in collaborating with cross-functional teams, leveraging automation for efficient service operations, and providing comprehensive technical guidance to team members.
Throughout my career, I have demonstrated expertise in technical support, problem-solving, and enhancing customer experiences. I am adept at collaborating with cross-functional teams and leveraging automation for efficient service operations. I am committed to continuous learning and improvement, staying updated on new technologies, best practices, and industry trends to enhance my analytical skills and technical expertise.
I am passionate about delivering outstanding customer service, exceeding expectations, and fostering positive relationships with colleagues and clients. I am proficient in a range of technical skills, including troubleshooting, problem-solving, system diagnostics, and incident management. I am also experienced in utilizing advanced ticketing systems, remote support, and knowledge base management.
Experience
Associate Manager Technical Operations Engineer
byOrange
Feb 2022 - Present (2 years 4 months)
Resolved client issues, enhancing the overall client experience. Implemented automation solutions to prevent recurrence of critical service operations problems. Partnered with various teams to deliver technical solutions and provided analytics to enhance efficiencies, including integration of company app with partners for payment acceptance. Managed and monitored incident responses to meet service
Assistant Manager, IT Support & Maintenance Engineer
SeaMoney
Nov 2020 - Dec 2020 (1 month)
Managed Active Directory tasks and provided technical assistance for questions and problems. Maintained and documented IT assets, including setting up accounts for new users. Tested and evaluated new technology for hardware and software. Provided support, including procedural documentation and relevant reports.
Information Technology Operations Specialist
Timwetech
Mar 2021 - Jan 2022 (10 months)
Developed and escalated solutions while providing progress updates to users. Identified and resolved problems related to critical service operations, preventing recurrence. Participated in all stages of the product development process, including designing, building, and testing. Managed system monitoring, ensuring effective communication about issues or outages.
Information Technology Support Engineer
JD.ID
Apr 2018 - Mar 2019 (11 months)
Installed and configured computer hardware, software, and networks. Managed Active Directory tasks, providing remote and on-site support for users. Monitored and maintained computer systems, networks, and hardware, while troubleshooting and diagnosing issues for effective resolution. Setup accounts and devices for new users, tested and evaluated new technology. Oversaw network monitoring and maint
Technical Support Engineer
Grab
Mar 2019 - Nov 2020 (1 year 8 months)
Monitor service management tools/ticketing system and administration. Assist in the creation of incident reports and other documents as applicable, compile technical reports and user facing procedure documents. Participate in strategic and tactical planning of business-driven initiatives, including contact centre solutions, CRM etc. Document reported problems and corresponding solutions in short a
Information Technology Service Desk
Accenture
Oct 2017 - Apr 2018 (6 months)
Provided Level I and II support for end-user applications and infrastructure, ensuring adherence to incident management processes. Identified and reported incidents, determined their nature and impact, and took required actions for resolution. Developed and maintained an understanding of customer service level agreements, facilitating effective incident notification and escalation.
IT Helpdesk
PT. Indosat Ooredoo
Oct 2016 - Oct 2017 (11 months)
Served as the first point of contact for customers (L1), delivering technical assistance over the phone and email. Performed simple remote troubleshooting using diagnostic techniques and pertinent questions. Escalated unresolved issues to the next level of support personnel (L2/L3), maintaining detailed event and resolution logs. Followed up with customers to update status and information.
Customer Service Officer
PT Bank Rakyat Indonesia (Persero) Tbk
Nov 2014 - Dec 2015 (1 year 1 month)
Managed customer accounts by recording account information and assessed customer needs to achieve satisfaction. Handled complaints, provided appropriate solutions and alternatives within time limits, ensuring resolution. Maintained records of customer interactions, processed customer accounts, and compiled reports on overall customer satisfaction.
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