Summary

Systems Engineer with **+ years of experience providing technical support and administration. Qualified engineer in MS Windows server, Active Directory, desktop administration & troubleshooting.

Experiences

2019-02 – System Engineer

Present ITConnexion

Delivered IT solutions to remote clients located across Australia using Kaseya environment.

Provides helpdesk support and on-call technical support

Provided technical support to end-users using a 2-tier support structure and Kaseya Help Desk Ticket Support Software.

Create, research, document and resolve First and Second level issue tickets.

Manage physical and virtual server infrastructure including patches, upgrades and server builds and installs

Administer, maintain and implement policies related to the server and server technology infrastructure.

Manages and administers all operating systems (desktop and server) and their corresponding or associated software.

Assisted in the setup and management of file share servers, network drives on Windows Sever environment

Performed hardware and software installation and provides high-level customer care and technical support

Participated in team meetings weekly, ask questions and provide input on case backlog, technical process, and new processes within the department.

Producing user guides and work instructions where required

Create and maintain documentation and processes for troubleshooting, maintain and configuring systems

2017-01 - Indonesian Technical Team Leader

2019-01 VTS IT

Supervise a team of seven support engineers in Indonesia.

Achieve the corporate SLA by doing ticket monitoring queue and assist the engineer regarding tickets escalation.

Cultivate relationships with the Level 3 team in Australia that improves communication and overall response time to Level 1 & 2.

Provide technical mentoring, problem resolution when difficult clients engagements where needed.

Conduct weekly technical updates on backlog cases involving the team.

Involve in daily management core and reviews related to the engineer’s performance.

Monitor employee performance and perform required appraisals.

Liaise with the engineer to support cases and resolve all issues, evaluate the resolution provided to confirm compliance with the necessary guidelines.

Perform support analysts and provide necessary feedback on cases escalated to senior management.

Review all cases and verify all information and correcting the cases when required.

Provide leadership to the Indonesian Technical Team and interact with them in a positive manner

Troubleshooting instances of software or hardware failures and researching solutions.

Certificates

Skills

Education

Personal Info

Erwien Setiawan

System Engineer

Address

Taman Jatisari Permai, JL. Topaz V/25, Jatiasih, Bekasi, 17426, Jawa Barat, Indonesia

Phone

+62-811*******

Email

ady34x@r.postjobfree.com

MS Windows Server 2003, 2008R2, 2012 (Active Directory), SCCM 2012,

MS Windows XP, Vista & 7, Windows 10

Symantec Backup Exec 12 & Symantec Endpoint Protection, Veeam Backup

VMWare ESXi 6.1, Citrix XenApp, Citrix XenDesktop, Hyper-V 2012 R2

MS Exchange 2007 & 2010, Office365

McAfee EPO 4.6, McAfee Antivirus & Fortigate, Sophos Antivirus

ServiceNow, Autotask

Bachelor in Information Systems

Bina Nusantara University

2015 - 2018.

Diploma in Informatics Management

Gunadarma University

1998 – 2002.

Microsoft 365 Certified: Enterprise Administrator Expert

Microsoft 365 Certified: Modern Desktop Administrator Associate

Microsoft Certified: Azure Fundamentals

MCSA: Windows Server 2012

MCITP: Enterprise Administrator on Windows Server 2008

2015-08 – Regional EUC Support

2016-12 Golder Associates

Administer servers, desktop computers, printers, routers, switches, firewalls, phones, smartphones, software deployment, security updates, and patches.

Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

Ensured that all server hardware, operating systems, software, and procedures aligned with organizational standards and strategic business plan.

Supported managers by supervising the maintenance and security of technical services and information within the Asia Pacific region.

Oversee tickets, work orders, and projects assigned to the team.

Supported 280 total users in 10 locations around the Asia Pacific, as well as corporate office users.

Verified BIS department policies in term of handling IT equipment which was installed, removed or disposed of.

Consulted with and made recommendations to Office Management on the selection of hardware and software products.

Managed multiple requests under deadlines with close attention to detail.

Verified work was completed accurately, professionally and within SLA and project time frames.

Professionally communicate both written and verbal with all employees.

2010-11 – IT Assistant

2015-07 PT. Professional Telekomunikasi Indonesia

Administered Microsoft Windows Servers (Active Directory) and Microsoft PC/Laptops for 700 users.

Provided L3/L2 customer support, managed e-mail messaging quotas and system resources.

Investigated, evaluated, and implemented PC asset management software to support asset management and tracking compliance needs.

Rectified many issues by instituting best practices in system log analysis, backups, network operating centre security, user account/permissions management, and systems/software auditing.

Configured and maintain system backups using Symantec Backup Exec.

Administered McAfee Anti-Virus for Microsoft Exchange as well as client workstations and servers.

Administered the corporate physical & virtual servers.

Maintained the Data Centre Inventory of the various equipment installed.

Updating and monitoring IT user accounts.

Managed all new install projects for servers, switches, and other network resources.

2007-07 – IT Engineer

2010-09 SCICOM MSC Bhd (Malaysia)

Acted as user support at the client’s company.

Carried out user administration and set up.

Determined the nature of faults and the steps required to rectify it.

Recording and actioning faults as reported on PC’s, servers, laptops, and mobile.

Creating and maintaining email profiles for users.

Using remote control software tools to provide fault resolution and diagnosis.

Creating and administrating Microsoft Exchange email accounts.

Supported the update and maintenance process of the IT service desk authorized user database.

Tracked, monitored, and report creation on all Help Desk incidents within defined customer service levels

2003-08 – IT Customer Engineer

2007-06 PT. Mitra Integrasi Informatika

Responsible for networking, design, installation and maintenance services.

Assisted with any issue related to IT over the telephone and by email.

Maintain the company network infrastructure.

Configuration and testing of any new hardware and software.

Traveled to client sites to help with installation, deployment, and troubleshooting.

Performed the daily data backup and restored process.

Installing and operating Windows desktop and server operating systems.

TCP/IP networking and hardware maintenance and repair.

Assistance with the training of staff and compiling procedural documentation.

Performed assistance to the network manager regarding the network issue.

Performed server hardening & security patches to comply with company rules.

2000-11 – MIS Staff

2003-07 PT. Dok & Perkapalan Kodja Bahari

Provided first level technical support to all users for PC & network.

Installing and configuring computer hardware systems and IT software.

Escalating unresolved problems to other support staff.

Taking ownership of problems and tracking them to a successful conclusion.

Produced documentation and reports to a high standard.

Tested and evaluating new technology.

Set up new users' accounts and profiles and dealing with password issues.

Monitored IT network to ensure availability to all users.

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