SAFITRI WULAN SARI

SAFITRI WULAN SARI

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Technical Support Specialist | Multinational Company | Digital Wallet Expert | Resolving Complex Issues | Expert in Technical Assistance
West Java, Indonesia
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Résumé

Jobs verified_user 0% verified
  • FNA
    Senior Technical Support Specialist
    FNA
    Feb 2025 - Current (1 year 9 months)
    FNA is a UK-based, deep tech firm specializing in advanced GraphAI algorithms. With a global presence, FNA is trusted by some of the world’s most significant central banks, government authorities, commercial banks and financial infrastructures to deliver products for liquidity and payments optimization, financial stability & supervision, and national-level anti-fraud and financial crime efforts.

    Senior Technical Support (Remote Position)
    Support for software addressing: Fraud, Intraday Liquidity Optimization, and Suptech.
    Managed the end-to-end cycle of client support requests using Jira Service Desk, from initial diagnosis and response planning to final resolution, ensuring adherence to service level agreements (SLAs)
  • A
    Technical Support
    ADVANCEAI
    Dec 2023 - Feb 2025 (1 year 3 months)
    Customer Support:
    Provide technical assistance to resolve product or service issues promptly for customers.
    Guide customers through solutions and ensure timely issue resolution.

    Product Knowledge:
    Develop expertise in Advance Intelligent Indonesia products and services.
    Stay updated on product updates and best practices for accurate support.

    Problem Solving:
    Analyze technical issues, identify root causes, and implement solutions.
    Escalate complex issues to engineering or development teams as needed.

    Documentation:
    Maintain accurate knowledge base articles and FAQs for customer self-help.
    Ensure documentation accessibility for customers and internal teams.

    Cu
  • DANA Indonesia
    Senior Technical Support
    DANA Indonesia
    Jul 2021 - Dec 2023 (2 years 6 months)
    Advanced Technical Assistance:
    Provide expert-level support for DANAs payment platform, resolving complex technical inquiries and escalated issues.

    Team Leadership and Mentorship:
    Lead the Technical Support team, offering guidance and training to junior engineers in customer service and technical proficiency.

    Escalation Management:
    Serve as an escalation point, collaborating with cross-functional teams for timely issue resolution and stakeholder communication.

    Root Cause Analysis:
    Conduct a thorough analysis of critical incidents, utilizing advanced tools to identify and prevent future disruptions.

    Process Improvement:
    Drive continuous improvement in support workflows, too
  • DANA Indonesia
    Technical Support
    DANA Indonesia
    Feb 2020 - Jul 2021 (1 year 6 months)
    - Providing timely assistance to customers, software, and network issues.
    - Responding to helpdesk tickets, emails, and calls promptly to ensure customer satisfaction.
    - Installing, configuring, and maintaining computer systems, software, and peripherals.
    - Conducting routine maintenance tasks like updates, backups, and security checks.
    - Collaborating with cross-functional teams for issue resolution and process improvement.
    - Documenting troubleshooting steps and solutions for knowledge sharing.
    - Monitoring system performance and implementing proactive measures.
    - Assisting in user training sessions and educating on IT best practices.
    - Coordinating with vendors for IT procurement and service agreem
  • Q
    IT Support Specialist
    QTS Global QTS China
    Feb 2018 - Feb 2020 (2 years 1 month)
    Technical Support:
    - Provide prompt and effective technical assistance to end-users, resolving hardware, software, and network issues.
    - Respond to helpdesk tickets, emails, and calls promptly to ensure high customer satisfaction.
    - Install, configure, and maintain computer systems, software, and peripherals.
    - Perform routine maintenance tasks like updates, backups, and antivirus scans for IT infrastructure stability and security.

    IT Auditing:
    - Audit IT systems, processes, and controls for compliance with policies, regulations, and best practices.
    - Analyze documentation to identify risks and areas for improvement, conducting security assessments and vulnerability scans.
    - Document findings in
  • Involve Asia
    Technical Support Engineer
    Involve Asia
    Sep 2017 - Dec 2017 (4 months)
    1. Provide timely technical support to clients, partners, and internal stakeholders for Involve Asia's products.

    2. Serve as the main point of contact for customers, resolving technical issues via email, phone, or chat.
    Diagnose and troubleshoot technical issues using diagnostic tools and resources for effective resolution.

    3. Maintain documentation like troubleshooting guides and FAQs for efficient issue resolution and knowledge sharing.

    4. Escalate unresolved issues to relevant internal teams for timely resolution and stakeholder communication.

    5. Collaborate with Product Development for testing new features, providing valuable feedback.

    6. Proactively identify process improvemen
  • D
    IT Support Engineer
    Delta Sama Jaya Sdn Bhd
    May 2017 - Aug 2017 (4 months)
    Internship
Education verified_user 0% verified
  • Asia e University
    Bachelor of Information, Communication and Technology, Information Technology
    Asia e University
    Jan 2013 - Jan 2017 (4 years 1 month)
  • Politeknik Negeri Jakarta
    Bachelor of Information Technology, Information Technology
    Politeknik Negeri Jakarta
    Jan 2013 - Jan 2017 (4 years 1 month)