Mardowaty User

Managed a team of 10 developers, led quarterly performance reviews, maintained customer relationships, and optimized service delivery for Email and Phone business lines while controlling budgets and reducing costs.

Performed manual production checks, handled batch/application alerts and incident coordination to meet SLAs, assisted change deployments, and delivered training and knowledge transfer to new joiners.

Provided application and network support and onsite hardware assistance for Goodyear employees, resolving incidents and supporting availability of IT services.

Supported end users via phone and chat, prioritized and assigned resources to resolve IT incidents, coordinated with second-line teams and vendors, and documented incidents to prevent recurrence.

Handled player account and game issues via ticketing and chat, delivered player-focused support, and flagged trending bugs to product teams to improve experience.

Managed service requests and change orders, ensured process adherence during deployments, and produced reporting for request/change activities.

Reviewed and analyzed leads for suspicious activity, managed investigative processes from detection to disposition, and reported findings to regulatory authorities to support risk mitigation.

Logged and triaged incidents and service requests, performed diagnostics and initial resolution, and maintained knowledge base contributions to improve first-contact resolution.

Completed a Bachelor's degree in Japanese Philology with coursework focused on language, culture, and related studies.