Senior IT Desktop Operations Engineer with 25+ Years Experience

Erwien Setiawan

Senior Systems Engineer · Microsoft 365 & Infrastructure Specialist

******.********@*****.*** +62-811-****-*** Jakarta, Indonesia 25+ Years Experience 7 Certifications 700+ Endpoints Managed 98% SLA Adherence P R O F E S S I O N A L S U M M A R Y

Results-driven Senior Systems Engineer with 25+ years of enterprise IT experience across Indonesia, Malaysia, and the Asia-Pacific region. Proven expertise in Microsoft 365 administration, Windows Server infrastructure, Active Directory, and hybrid cloud environments. Track record of reducing ticket resolution times by up to 30%, maintaining 98–100% SLA adherence, and leading high-performing technical teams. Holds six Microsoft/AWS certifications. Adept at aligning IT strategy with business objectives, implementing security best practices, and mentoring engineers toward operational excellence. C O R E C O M P E T E N C I E S

Windows Server 2003–2022 Microsoft 365 Administration Active Directory & GPO

VMware ESXi & Hyper-V Azure & AWS Cloud Citrix XenApp / XenDesktop

Endpoint Security (McAfee, Sophos) Veeam & Symantec Backup Fortigate Firewall

ServiceNow & Autotask ITSM Kaseya RMM SCCM 2012

Team Leadership & Mentoring IT Infrastructure Projects SLA & Compliance Management P R O F E S S I O N A L E X P E R I E N C E

System Engineer Feb 2019 – Present

ITConnexion · Remote — Australia

Led remote IT deployments across Australia via Kaseya RMM, delivering seamless rollout of enterprise-critical systems.

Reduced average ticket resolution time by 30% through structured documentation, follow-up protocols, and a 2-tier Kaseya Help Desk model.

Managed and optimised a hybrid server estate of 50+ servers — patching, upgrades, and security policy enforcement.

Engineered Windows Server-based file sharing and network storage solutions, enhancing data accessibility and reliability.

Authored user manuals and procedural guides, reducing recurring support incidents by 20%. Indonesian Technical Team Leader Jan 2017 – Jan 2019 VTS IT · Jakarta, Indonesia

Led a team of 7 engineers to achieve 98% SLA adherence through proactive ticket monitoring and structured escalation processes.

Reduced cross-border escalation resolution time by 25% by strengthening collaboration with the Level 3 team in Australia.

Improved case closure rates by 20% through weekly backlog reviews and structured performance appraisals.

Delivered ongoing technical mentoring and resolved complex client issues, sustaining high CSAT scores. Regional EUC Support Aug 2015 – Dec 2016

Golder Associates · Asia-Pacific (10 Locations)

Maintained 99.9% uptime across servers, desktops, firewalls, and mobile endpoints in 10 Asia-Pacific offices.

Supported 280+ users region-wide, achieving 100% SLA adherence and reducing ticket backlog by 15%.

Consulted management on hardware and software procurement, optimising cost-performance balance.

Authored and enforced IT equipment handling policies covering installation, removal, and compliant disposal. IT Assistant Nov 2010 – Jul 2015

PT. Professional Telekomunikasi Indonesia · Jakarta, Indonesia

Administered Active Directory and 700+ endpoints, ensuring secure and efficient enterprise operations.

Delivered L2/L3 support and managed Exchange email quotas, optimising system resources and user experience.

Achieved 99% backup success rate by configuring and maintaining Symantec Backup Exec.

Improved asset compliance and tracking accuracy by 25% through PC asset management software implementation.

Led multiple infrastructure projects under strict deadlines, consistently achieving 100% SLA adherence. IT Engineer Jul 2007 – Sep 2010

SCICOM MSC Bhd · Kuala Lumpur, Malaysia

Provided on-site and remote support for PCs, servers, laptops, and mobile devices, resolving issues within SLA.

Managed user administration and Microsoft Exchange profiles, ensuring secure and reliable communication systems.

Tracked and reported Help Desk incidents, improving response-time compliance and overall service quality. IT Customer Engineer Aug 2003 – Jun 2007

PT. Mitra Integrasi Informatika · Jakarta, Indonesia

Designed, installed, and maintained network infrastructure, ensuring secure and reliable enterprise connectivity.

Implemented server hardening and applied security patches to maintain compliance with company standards.

Delivered staff IT training and developed procedural documentation, improving operational literacy. MIS Staff Nov 2000 – Jul 2003

PT. Dok & Perkapalan Kodja Bahari · Jakarta, Indonesia

Delivered first-level technical support for PCs and network systems, tracking issues through to successful resolution.

Managed user accounts, access permissions, and IT records; monitored network availability to minimise downtime. C E R T I F I C A T I O N S

Microsoft 365 Certified: Enterprise Administrator Expert Microsoft 365 Certified: Modern Desktop Admin Associate

Microsoft Certified: Azure Fundamentals MCSA: Windows Server 2012

MCITP: Enterprise Admin on Windows Server 2008 AWS Certified Cloud Practitioner

Cisco: Introduction to Cybersecurity

E D U C A T I O N

Bachelor of Information Systems 2015 – 2018

Bina Nusantara University, Jakarta

Diploma in Informatics Management 1998 – 2002

Gunadarma University, Jakarta

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