Open to opportunities

Ismail Arif

@ismailarif

Message

I’m looking for Technical Support, Service Delivery Manager, Project Manager, IT Engineer, TAM, CSM

Indonesia

Message

What I'm looking for

I seek a challenging role in a dynamic environment that fosters growth and innovation.

I am a seasoned IT professional with over 13 years of experience, primarily at Fujitsu Indonesia, where I advanced from Senior System Engineer to Service Delivery Team Lead. My expertise lies in managing teams and delivering large-scale IT solutions, ensuring high performance and customer satisfaction. I have a proven track record of implementing enterprise infrastructure solutions, including virtualization, storage, and database management.

In my recent role at MessageBird, I honed my skills in the CPaaS industry, providing technical support to global customers and integrating various communication channels. My commitment to understanding customer needs and delivering exceptional service has earned me multiple awards, including the Star Award for outstanding performance. I am passionate about continuous improvement and leveraging technology to drive business growth.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

MessageBird

Jan 2022 - Present (3 years 5 months)

As a Technical Support Specialist at MessageBird, I provide elevated service support to global customers, ensuring timely resolution of technical issues across various communication channels. My role involves managing customer inquiries, utilizing support tools, and collaborating with internal teams to enhance customer satisfaction.

Technical Support Customer Engagement API Integration Incident Management Zendesk Confluence Communication Skills Problem Solving

Service Delivery Team Lead

Fujitsu Indonesia

Jan 2018 - Sep 2021 (3 years 8 months)

In my role as Service Delivery Team Lead at Fujitsu Indonesia, I managed service delivery projects, ensuring zero complaints from customers. I collaborated with presales and sales teams to deliver enterprise infrastructure solutions and improved business processes for maintenance projects.

Service Delivery Project Management Customer Relationship Management Team Leadership Business Process ITIL Incident Management Cloud Computing Communication Skills Risk Management

Senior System Engineer - TAM

Fujitsu Indonesia

Jan 2009 - Jul 2018 (9 years 6 months)

As a Senior System Engineer at Fujitsu Indonesia, I delivered enterprise IT infrastructure solutions, including installation and support of servers and storage systems. I provided technical account management and ensured customer satisfaction through effective problem resolution.

Enterprise IT Technical Account Management Virtualization Customer Support Project Delivery Incident Management Communication Skills Problem Solving Team Collaboration

Education

Degrees, certifications, and relevant coursework

University of North Sumatera

Bachelor's Degree, Computer Science

2004 - 2008

Grade: 3.44

Completed a Bachelor's Degree in Computer Science with a GPA of 3.44 out of 4. The program covered various aspects of computer science, including programming, database management, and system design.