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elkirana User

@elkiranauser

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System Analyst with 5+ years in business analysis, QA, and B2C application support across multinational teams.

Turkey

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What I'm looking for

I’m looking for a role where I can own system analysis and QA for B2C applications, collaborate with business and engineering teams, deliver production-ready results, and continuously improve processes in an international, fast-paced environment.

I’m a results-driven IT professional with 5+ years of experience in system analysis, quality assurance, and B2C application support. I enjoy bridging business and technical teams to deliver high-quality software solutions on time, even in fast-paced international environments.

As a System Analyst (Commercial B2C) at HM Sampoerna Tbk, I supported the AYO KASIR and MYAYO commercial application ecosystem for the Indonesia market. I gathered and translated user requirements between stakeholders and technical teams, built BRD/FSD-style documentation and testing scenarios, and coordinated end-to-end project delivery.

I also performed quality control through functional and regression-focused testing, delivered fully tested products for production deployment, and led end-to-end bug analysis and resolution with developers. Earlier, in First Layer Support (Sales System B2C) for Philip Morris Malaysia, I managed ServiceNow tickets, performed root-cause analysis, and supported users across Web, Handheld, Android, and iOS—resolving 10+ issues daily with a 95% success rate.

Beyond core roles, I bring a structured, detail-oriented approach from mentoring 200+ students on IT support and from remote freelance work conducting research on 100+ companies. I’m motivated by clear documentation, strong stakeholder communication, and continuous process improvement.

Experience

Work history, roles, and key accomplishments

System Analyst Commercial B2C

HM Sampoerna Tbk

Aug 2022 - May 2026 (3 years 9 months)

Supported the commercial application ecosystem for AYO KASIR and MYAYO in Indonesia. Conducted requirements gathering, produced BRD/FSD and testing documentation, performed functional quality control, and supported bug analysis and production deployment.

Business Analysis Requirements Gathering User Guides Test scenarios Functional Testing Quality Control Jira Confluence Project Delivery

Virtual Assistant & Data Researcher

Shanghai Cofex Consulting Co., Ltd

Jan 2025 - May 2025 (4 months)

Handled scheduling across multiple time zones and conducted company research for lead generation. Managed inboxes, drafted professional client emails, and compiled structured research reports to support business development.

Scheduling Lead Generation Research Inbox Management Email Drafting Reporting

First Layer Support - Sales System

Philip Morris Malaysia Sdn Bhd

Nov 2020 - Aug 2022 (1 year 9 months)

Provided first-layer support for the Philip Morris Malaysia Sales System Application (ISMS), including technical troubleshooting and root-cause analysis. Managed tickets in ServiceNow, assisted users during emergencies, and performed functional testing across web and mobile platforms.

Technical Troubleshooting Root Cause Analysis ServiceNow Ticketing Functional Testing Jira Confluence

IT Support Scholarship Education Mentor

Alterra Group Indonesia

Jan 2022 - Mar 2022 (2 months)

Mentored 200+ students in East Java on the importance of IT support in professional environments. Developed customized learning materials and facilitated interactive workshops to improve engagement and learning outcomes.

Student Mentoring Workshop Facilitation

IT Support & Customer Service Intern

Codelaris Software House

Jul 2019 - Oct 2019 (3 months)

Supported IT and software infrastructure by producing regular reports and troubleshooting software faults. Provided customer service and assisted with creating social media captions/content.

IT Support System Troubleshooting Customer Service Social Media Content