Rigo
Senior IT Support Specialist
Open to offersNew to PlatformLanguages
IndonesianEnglish
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About
Rigo R. is a seasoned IT Support Specialist and Customer Support Specialist with over a decade of experience in IT Helpdesk and Service Desk environments. His expertise spans across industries, including work with the Semen Indonesia Group and Trinusa Travelindo, where he excelled in managing Level 1 and Level 2 technical support, incident management, and VMware virtualization. Proficient with Microsoft 365, Active Directory, and network systems, Rigo demonstrated his commitment to maintaining high Service Level Agreement (SLA) standards and enhancing customer satisfaction. At Commonwealth Bank, Rigo focused on network performance monitoring and resolving user issues, solidifying his problem-solving skills. He also played a pivotal role at Eka Mas MyRepublic, ensuring network stability and handling technical inquiries with precision. Rigo's diverse skill set and dedication to technical documentation and IT operations have consistently resulted in optimal service delivery and client satisfaction.
Experience
Lead IT Helpdesk
Semen Indonesia Group · 2026 — 2026Delivered Level 1 and Level 2 technical support for end-user IT issues and service requests, while managing and resolving incident tickets per Service Level Agreements (SLAs). Diagnosed and troubleshot hardware, software, network, and application issues. Installed, configured, maintained, and updated IT hardware, software, and systems. Served as the escalation point for complex issues within the IT Helpdesk team. Enhanced end-user satisfaction by providing effective technical support and user guidance. Created technical documentation, Standard Operating Procedures (SOPs), and IT operational reports. Ensured the availability, stability, and security of IT services to facilitate daily business operations.IT Servicedesk Analyst, IT Support, IT Helpdesk
Trinusa Travelindo (MII & Indonesian Cloud) · 2023 — 2026Provided Level 1 and Level 2 technical support via a ticketing system, ensuring compliance with Service Level Agreements (SLA) and incident priorities. Managed customer requests and incidents received through email, WhatsApp, and the ticketing system. Diagnosed issues, performed troubleshooting, and provided solutions while escalating unresolved incidents as needed. Monitored incidents from initial report to resolution, keeping customers informed with regular status updates. Managed cloud infrastructure and customer Virtual Machines (VMs) in VMware and OpenStack environments. Administered Zimbra SaaS email services and performed operating system administration for Windows Server and Linux. Created and monitored VM backup and replication with Veeam BackupPermit
Agung Sedayu Group · 2023 — 2023Processed permits for construction and renovation, including managing Building Permit (IMB) applications and documentation. Coordinated site inspections and building regulation compliance. Issued warning letters for violations and monitored plumbing and wastewater installations. Handled administrative documentation for land lease agreements and coordinated permit distribution. Managed project worker ID Cards and collaborated with the Building Control team on compliance and regulations.IT Helpdesk
COMMONWEALTH BANK · 2022 — 2023Monitored network performance to maintain system availability and reliability. Provided Level 1 technical support for end users, addressing user requests and incident reports received via email, phone, and WhatsApp. Managed incident tickets in alignment with SLA, troubleshooting user issues or escalating them when necessary. Prepared daily and monthly operational reports and managed user email requests.Call Center Inbound
First Media Link Net · 2020 — 2022Handled inbound customer calls, providing first-level assistance and identifying issues through initial analysis and troubleshooting. Followed up on customer incidents and service requests to ensure timely resolution. Maintained issue reports and documentation of resolution efforts.IT Helpdesk
Square gate one · 2018 — 2020Executed troubleshooting and incident handling while adhering to Change Management procedures. Analyzed system issues based on customer-reported cases and reviewed error logs to identify root causes. Monitored network performance to ensure service availability and stability, addressing merchant complaints and coordinating with Level 2 (L2) and Level 3 (L3) support teams for escalations. Responded to customer inquiries via WhatsApp and email.Customer Support Corporate
Eka Mas MyRepublic · 2016 — 2018Monitored network performance to ensure continued service availability. Resolved customer technical issues through troubleshooting and managed email communications, responding to requests. Coordinated customer cases via WhatsApp groups and handled support calls. Prepared operational reports and maintained service documentation.Marketing Team & Support Technology
Serim Indonesia · 2015 — 2016Executed marketing activities that supported product and service sales. Provided IT support for end users, covering hardware, software, and network troubleshooting. Managed procurement processes and vendor coordination while monitoring warehouse inventory and ensuring accurate stock control.Head Warehouse & Teknologi
Dunia Satu Keluarga · 2014 — 2015Supervised the release of finished goods, ensuring accuracy between physical inventory and stock records. Managed delivery orders to support product distribution and generated inventory reports. Installed, maintained, and troubleshot printers, desktop computers (PCs), and software applications.
Skills & Expertise
Education
- Bachelor Of Computer ScienceUniversitas Bina Nusantara · — — 2015