Yon Hardianto

- Provide a high level of technical and operational support to all team members and the Firm - Assist the Region lead in areas of reporting, and ensure the Level 1 team runs in an efficient manner - Analyze call volumes to determine the schedule of staffing to meet service levels - Responsible for assigning work, reviewing performance and direct supervisory responsibility for Level 1 Analysts

- Maintained in-house infrastructure software distribution and configuration - Managed a full setup of WMS (Warehouse Management System) on client site - Liaised with other third party vendor to provide customer’s prerequisites - Escalated core issues to Oracle Support principle - Coordinated with Developer’s team in solving the customer’s business process issues - Proposed a best solution to customer by considering the performance issue out of business process

- Acquired software specification along with business process design from core product to be delivered into new version release - Processed Change Request (CR) from the Operation and Development - Analyzed and responded the incidents requests coming from the end user with a solution or escalating to other IT development teams to ensure these issues meet the SLA - Checked the readiness of every milestone till go-live - Mediated with other third party vendors in the application alteration

- Implemented the customer's requirement configuration of IVR to integrate with other systems. - Deployed the IVR application for customer’s region site - Prepared configuration setting to PABX Integration. - Deployed the Interface on Agent receive call. - Implemented the route call for Prepaid and Postpaid number to their originated Agents. - Maintained the IVR and CTI application on customer’s site - Organized the maintenance schedule and proposing improvement on existing application.

Business Information System

Computer system & informatics