FAISAL AHMAD

Profile

As an IT leader with over 5 years of experience, I excel in managing teams to achieve organizational goals. My skills include project supervision, IT strategy development, and technical support coordination. Oversee three departments with 20+ members, having built 50+ pages on the company's e-commerce website. Have a deep understanding of IT infrastructure, network security, sales website management, and implementing innovative technology solutions. With strong leadership, guiding my team to optimal results. Drafting IT policies is a plus in my role. Have an interest in retail and manufacturing companies.

Experience

TRAPO - PT. Vicalta Gracias Indonesia

IT Manager - Jakarta, Indonesia (Feb 2024 - Present)

• Develop IT strategies aligned with organizational goals.
• Oversee 3 department consist of 20+ member.
• Build more than 50+ pages in company e-commerce website.
• Improved accuracy in resolving troubleshooting tickets through the Discord workspace, involving 100+ to 200 troubleshooting tickets.
• Lead and manage the IT team, fostering a positive work environment.
• Maintain and upgrade IT infrastructure for security and efficiency.
• Develop and manage the IT budget, making cost-effective decisions.
• Collaborate with vendors for technology solutions, ensuring performance.
• Generate reports on IT performance and maintain system documentation.

IT Specialist - Jakarta, Indonesia (Mar 2023 - Feb 2024)

• Set performance goals and ensure target achievement by team members.
• Develop and execute IT strategies to support business objectives.
• Manage the sales website, perform bug fixes, and oversee website development.
• Handle IT projects from inception to completion.
• Assess the performance of the department and individuals within the team.
• Provide constructive feedback and devise employee development plans.

PT. Infomedia Nusantara

IT Supervisor - Makassar, Indonesia (Mar 2021 - Jun 2022)

• Manage and maintain telecommunication systems supporting the call center.
• Ensure availability and optimal performance of all devices.
• Design, configure, and maintain PBX platforms or VoIP telephony systems.
• Respond and resolve issues related to calls and connectivity.
• Analyze call data to identify areas of improvement and enhance customer service.
• Manage system integration between call center platforms, CRM tools, and other supporting applications.
• Ensure smooth information flow and effective integration between systems.
• Ensure customer data security and compliance with applicable regulations, such as GDPR or HIPAA.
• Coordinate with the technical support team to respond to tickets and user requests.

IT Support Specialist - Makassar, Indonesia (Jan 2020 - Feb 2021)

• Provided direct technical support to call center agents for hardware and software issues.
• Responded to questions and requests for technical assistance from call center staff.
• Managed the installation, configuration, and maintenance of call center hardware, such as headsets and phones.
• Ensured that the devices are functioning properly and according to standards.
• Handled technical issues related to calls, connectivity, or network problems & software updates and troubleshooting.

PT. Solid Gold Berjangka

IT Staff - Makassar, Indonesia (May 2018 - Jan 2020)

• Provided technical support for hardware and software.
• Implemented and monitor security policies for sensitive information protection.
• Managed the integration between the trading platform and other systems, such as risk management or financial reporting.
• Responded to and resolve technical incidents during the trading process.
• Train users on the trading platform and related software.
• Created technical documentation and supporting resources.
• Performed regular data backup and recovery.

Education

STMIK Akba - Makassar, Indonesia (Aug 2015 - Oct 2017)

Bachelor's degree of Informatics Engineering - IPK : 3.53/4.00

Additional

Hard Skills: Troubleshooting OS, network, and hardware issues, system and software management, Information security implementation, Backup and recovery processes, Scripting skills, Basic understanding of databases, Project management.

Soft Skills: Effective communication, time management, adaptability, problem-solving abilities, team management, negotiation skills, strategic thinking, delegation skills, conflict resolution, stakeholder management, crisis management.

Tools: Google Workspace, Shopify, Discord, Asana, Slack, NAS, Anydesk / Team Viewer.

Language Proficiency:Proficient in Indonesia; Fluent in English (TOEFL Score 463) Certified and Training: Certified SKKNI (Standar Kompetensi Kerja Nasional Indonesia) by KOMINFO