Open to opportunities

Felix Fernando

@felixfernando

L3 technical support and business system analyst focused on debugging HRIS modules, Payroll, API Postman & improving production-ready workflows.

Indonesia

Message

What I'm looking for

I’m looking to keep working on system-based business process analysis and solving business system problems—especially through functional support, bug/root-cause investigations, and getting fixes validated and shipped smoothly to production.

I’m in L3 Technical Support at Mekari Talenta, where I handle issues coming from L1/L2 via Zendesk & Intercom, triage anomalies using automated ChatOps error alerts in Google Chat, and guide L1 / L2 customer support to the right solutions.

I also validate RESTful API behavior, reproduce bugs across HRIS modules (Payroll, Performance Review, Recruitment, Insight, Learning Management System), reproducing bug issues & perform root-cause analysis, create well-documented JIRA Atlassian tickets for the dev team, and run regression testing with post-fix checks before updates move to production.

Experience

Work history, roles, and key accomplishments

Current

L3 Technical Support

Current

Mekari Talenta

Apr 2024 - Present (2 years 4 months)

Provided technical support for HRIS modules, Learning Management System, Performance Review Module, Insight Module, Recruitment Module,resolved bugs, validate restful API, reproducing issues considered as bug & root-cause analysis and collaborated with development teams to improve system functionality.
Perform regression testing & post-fix validatio to ensure bug already fixed in production site

Zendesk Intercom Jira HRIS Payroll Recruitment Regression Testing Bug Reporting Bug Triage Bug Investigation Root Cause Analysis Analysis Reproducing Incidents Sendgrid Quality Assurance

Business System Analyst (Internship)

PT Charoen Pokphand Indonesia Tbk

Feb 2023 - Feb 2024 (1 year)

Tested system features, analyzed business process problems, and created documentation for Accounting, Finance, Vendor, and Logistic roles.

Software Testing Business Process Analysis Documentation Trello System Analysis

Education

Degrees, certifications, and relevant coursework

Tarumanagara University

Bachelor's Degree, Information System

2020 - 2024

Grade: 3.90/4.00

Activities and societies: Mastered Business Process Analysis, Requirements Engineering, and SDLC to design scalable enterprise systems. Gained core competencies in Database Management (SQL), Software Development (PHP), System Modeling (UML), and Software Testing (UAT). Trained in RESTful API validation, IT Project Management, and bridging business needs with technical solutions to optimize end-to-end operational workflows.

Bachelor's degree in Information System with a GPA of 3.90/4.00.