Engineer Customer

Irvan Kusumah

*** ******** ***** ** ***. ** Pittsburgh PA 15237

( 412-***-**** * *************@*****.***

www.linkedin.com/in/irvan-kusumah

Systems Support ò Technical Engineer ò Health Care Industry ò Banking Industry

Customer Relations ò Team Collaboration ò Training on Trainer ò Communication

Accomplished driven professional who is highly regarded for system configuration, equipment installation, acceptance testing and deployment for hospital care industry and full systems to users on multiple security domains. Possess a strong knowledge of hardware and software architecture. Demonstrated and applied analytical thinking to create solutions geared towards customer success and development of new products. Out-of-the-box thinker with the capacity to manage multiple tasks simultaneously to support new systems installed, skilled in Software Installation, Software Documentation, and Leadership. Strong engineering professional with a master’s degree focused in Information System Technology from Wilmington University.

Selected Highlights

Promoted to Deployment Planner at client site, reviewed underutilized and inventory cost

Championed performance excellence across critical projects, including creation tracker automation, purchase priority tracker

Upheld superlative outcomes across vital projects, including installation and training as well as Project Optimization in resources

Always maintained Mobile Aspects Zero Budget Balance policy through cost by optimizing travel strategies, ensuring maximum fill rate, and realizing company savings and efficiency

Offered expert assistance to remote team and clients by reviewing old age or slow-moving products and looking for opportunities to reduce waste and achieved record cost reductions

Core Competencies

Management Planning

Visualize Data

Hardware & software solving

Client Relations

Team Collaboration

Hardware installation

Problem Solving

Capacity Planning/Analysis

Training/Mentoring

Remote troubleshot

Innovation Strategy

Communication

Professional Experience

Mobile Aspects, Inc ò Pittsburgh, PA ò 2012 – Sept 2020

Systems Support Engineer: 2016 – Sept 2020

Mobile Aspects provides a revolutionary supply and tissue inventory tracking suite using simple-to-use software tools, and RFID technology. We also automate the process to capture implant and supply usage to Electronic Healthcare Records and provide business analytical data to create cost-effective measures. Our iRISupply system can capture charges, give real-time costs of on-hand inventory, and automate reordering of products.

As a Systems Support Engineer at Mobile Aspects, I am provided with multi-faceted roles that include customer success, project, and account management. My core responsibilities are as followed:

Lead and manage members of technical team and Provide tier 1 and 2 technical service to Client Accounts

Remotely Monitor Report, Identify and address gaps in performance or quality and service issue for Client Accounts

Monitor and measure staff performance in line with company targets and performance standards

Produce accurate reports on team performance for senior managers

Provide product training to partners and corporate users

Promptly answer escalation of support calls and provide updates on unresolved issues to the client and to resolve issues for tier 2 support.

Timely follow up with my team and other departments on escalated issues and transform around tense situations with dissatisfied customers into positive outcomes

De-escalated severity 1 issues with identify research and resolve customer issues via phone, e-mail & onsite visit

My Key Accomplishments during my Client Service at Mobile Aspects:

1.Team Lead at Hospital of Pennsylvania Virtual Server Migration project: Identify and record all the information on old physical server, Connected remotely to re-install and re-configuring all onsite equipment to be connected to the new virtual server, coordinate with key people at onsite Infrastructure, Database Center and users to test and to give approval before the go live of the new virtual server, Trained user on how to use VMware on their equipment to be connected to our database engine to run report and utilize our database.

2.Service Onsite at New York Presbyterian Hospital for Operating System swap from Linux to Windows OS Project: Identify numbers of equipment onsite, Coordinate the time with department involved to do the Swap on Motherboard, Main controller and cabling system inside the chassis on Mobile Aspects equipment.

3.Key team on New York University and Oregon University new installation projects: QA Lead for new scope tracking software developed by Mobile Aspect, Introduced implementation checklist and a new training material to helped with a new workflow on how to use scope on our system. This resulted in customer satisfaction and received several appreciation emails

Technical Services Engineer: October 2012 – 2016

Perform both software and hardware repair and replacement at the customer site

Provided Tier I and Tier II technical support via phone, email, and web when needed

Documented all case work to include maximum level of detail, and recorded documentation

Reviewed data coming from customers on a weekly basis to understand what proactive assistance customers may require

Performed scheduled maintenance at customer sites Program and followed standard PM Checklists

Perform infrastructure assessments to include web services connectivity and desktop requirements

Veltek Associate, Inc ò Malvern, PA ò May 2009 – October 2012

Customer Fulfillment

Built multiple stock transfer orders and purchase orders for deployment using SAP ECC. Reviewed inventory and accurately forecast across the network using SAP APO. Coordinated with Supply Planner, Demand Planner, Production Planner, Warehouse, Transportation Planner, and Customer Service to deliver superb results. Expanded expertise as Certified Lean Thinker and applied to daily activity to continuously improve processes. Review numerous orders to make sure EDI transmits properly in addition to working with IDOC and warehouse to resolve time-sensitive issues. Ran and efficiently consolidate daily report for deployment team and report to upper management.

Promoted to Deployment Planner, reviewed underutilized and DN cut to slash freight cost by up to 5%

Drove performance excellence across critical projects, including STO creation tracker automation, purchase requisition priority tracker, and DN cut report; subsequently achieved prestigious Spot On award

Provided expert assistance to the supply chain lost team by reviewing old age or slow-moving product and looking for opportunities to reduce waste

Revamped communications with Sales, Supply and demand planner to ensure order accuracy with the forecast

Determined type of transportation using truck, Rail, or Intermodal based on priority to reduce freight cost

Managed inventory to achieve Fill Rate, (Days on Hand Inventory), and provide resolution and to key shortage issues

Bank Danamon Card Center ò Jakarta, Indonesia ò June 2001 – Sept 2008

America Express Card Member - Black and Platinum Customer Relationship: Jan 2008 – Sept 2008

Built individual and corporate clients also solely responsible for providing services to local merchants who accept American Express Cards and for signing up new merchant partners in Indonesia.

Provided advice and help to customers using the products or services

Maintained accurate and timely records of correspondence or discussions with the customers

Supervised customer service teams, educated in the organization’s products and services, and followed up on most current modifications

Trained staff and employees to provide excellent customer service and participated in staff appraisals and recruitment process

Developed customer service standards, policies, and procedures for the department

IVR Lead Project Manager: June 2006 – January 2007

Designed and implemented Integrated Voice Response (IVR) for Call Center, Credit Card division.

Generated Functional Requirement Specifications (FRS), User Requirement Specification (URS) and analyzed quality assurance reports to determine the accuracy at which the projects were created and updated

Reviewed and analyzed the business environment and identified process improvements

Assisted Danamon IT Department, Team Leader for business requirements document (BRD) and writing System Requirement Functional Document (SRF) in gathering data

Played key role in System Development Life Cycle Process consisting of: Design and Gap Analysis, Business Requirements, Systems Requirements, Test Criteria, and Implementation to have the outputs of project dealt with IVR

Involved in prioritizing the defects and writing business requirements to resolve them

Created UAT plans with several test cases to ensure that the IVR system runs smoothly after the proposed enhancements or changes have been made

Credit Card and Authorization Call Center Workforce Planner: June 2001 – June 2006

Coordinated with Call Center Team leader and Authorization Team leader for Demand Planner on daily activity to continuously improve scheduling processes. Ran and efficiently consolidated daily reports to upper management.

Worked closely with each Team leader to ensure payments were processed and payroll deadlines were met

Ensured that team members acquired appropriate support and training to apply the best job skills and knowledge

Prepared and directed schedules, monitored attendance of operators, scheduled breaks and shifts as necessary

Communicated solutions, successes, and opportunities to the customer service manager

Partnered with various business units, QA, and training personnel to schedule the necessary training and associate coaching to ensure the company’s commitment towards quality

Reviewed current processes of scheduling and staffing and uncovered potential opportunities of improved efficiency, including schedule rotation, operation hours and staffing of agents for each individual facility

Education

Wilmington University: May 2012 – Master of Science in Information System and Technology (GPA: 3.5).

Goldey-Beacom College: May 1997 – Bachelor of Business Administration in International Business Management.

Additional Credentials

Technical Skills

Virtual Private Network

Office 365, Windows OS, Remote login, Storage management, Supply Network Planning, ERP/SAP ECC, WMS and TMS System, Cardlink and Base24

Cisco AnyConnect, Cisco System, VMWare Horizon, CyberArk, Remote Desktop, Citrix Receiver, Team Viewer, Ultra VNC

Certifications

OSHA Safety and Health Training, Oregon Health & Science University, 2017

HIPPAA Education Certification, Hospital of Pennsylvania, 2016

Information Security Awareness, Hospital of Pennsylvania, 2016

Six Sigma Belts, Business School, 2009

Unleashing Your Supervisory Potential, Bank Danamon University, 2008

Center of Operation Excellence - Influence Technique, 2008

Call Center Performance Management, Call Center Development, 2006

Statically Analytical System (SAS) Programing, Consumer Learning, 2005

Customer Loyalty Workshop, Visa Business School, 2003

Fundamentals of Visa Business, Visa Business School, 2002

Fundamental of Authorization, Visa Business School, 2002

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