Andhika Vinirza Hakim

Experience

• 

  OLX Indonesia (olx.co.id)

  Apr 2011 - Apr 2012

  IT Staff
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  PT Cyberindo Aditama (CBN Internet)

  Apr 2012 - Dec 2013

  IT & Services Specialist

  - Maintaining Client LAN and Internet Services - Instalation Internet Services to Client (with Mikrotik)- Troubleshooting User's LAN problems- Understand MPLS and OSPF Concept- Configuring Mikrotik Router Board - Configuring PPPOE Dial in Mikrotik - Configuring Vlan Management in Mikrotik - Configuring Port Forwarding and Port Mapping in Mikrotik- Configuring Bridge in Mikrotik- Configuring ADSL Modem- Configuring Manageable Switch (Alcatel,Nortel,Siemens,Cisco,Brocade) - Configuring Ruckus AP and Ubiquiti AP - Developing and Configuring Mail Server (Zimbra), Bind, Incoming and Outgoing setting in Email Client - VM Ware Developing - Configuring SSH Server in Linux- Developing and Configuring Nagios monitoring services - Developing and Configuring Rsyslog server in Linux - Developingand Configuring CACTI Monitoring Services - Configuring Syslog server for Mikrotik - Cabling Ability (RJ 45 and RJ 11) Show less

• 

  Datacomm Diangraha

  Jan 2014 - Feb 2020

  - Formulates and agrees with an appropriate Service Level - Management structure for the organization, to include:- Service Level Agreement structure - Operational Level Agreements with the Service Provider- Third Party Supplier / Contract Management relationships to the Service Level Management Process- Accommodating any existing Service Improvement Plans / Programs within the SLM process- Negotiates and agrees with the Service Level Agreements with the Customer.- Negotiates and agrees with the Operational Level Agreements with the Service Provider.- Negotiates and agrees with both the Customer and Service Provider any Service Level Requirements for any proposed new / developing services.- Analyses and reviews Service Performance against the SLAs and OLAs.- Organizes and maintains the regular Service Level review process with both the IT Customer and Service Provider - Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.- Acts as co-ordination point for any temporary changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)- Ensures that appropriate changes are assessed for their impact on service levels- Carries out the Process Manager responsibilities for the Service Level Management process Show less - Provide information and progress base on the incident ticket periodically to Customer- Provide data and report about incident trend in a regular basis- Coordinate with the customer directly related to the handling of disturbances.- Annual service review, ensuring support readiness- Manage service delivery based on agreed SLA/KPI- Coordinate SLA/KPI review and updates- Review service performance, metrics, operational issues- Providing directions, resources, communication, coordination and reporting for all activities in related to either incident resolving or service request fulfillment, so that the company performance objectives is achieved.- Accountable for managing service delivery to one or more client accounts, promoting the continuous improvement of productivity, service quality and customer satisfaction. - Assuring the service level that delivered to customer is meeting or exceeding the agreement, so that it is able to contribute significantly to company goals of maintaining and/or increasing company’s service contract base.- Coordinate with Incident Management, Change Management , Problem Management and Asset Management to mantain the Service Level meet the agreement according to the contract with Customer- ITIL Certified Show less - Conducting manpower request from Technical Management division.- Perform a request to Admin for onsite engineer visits.- Coordinate with Technical Team Leader manpower related fulfillment.- Coordinate with the customer directly related to the handling of disturbances.- Provide data which needed by service manager for create reoprt periodically- Perform escalation to escalation team if interference cannot be solved by Engineer Level 1.- Coordinate with Asset Team Leader / Supervisor related to the fulfillment of spare parts as a replacement device.- To monitor compliance with the SLA and SOP implementation of a treatment interruption.- Coordinate and or escalation to Service Manager related to the settlement of a nuisance Show less 1. Instalation of New Chassis (Alcatel-Lucent : 7750 SR-12, 7750 SR-7, 7450 ESS-7, 7450 ESS-6, 7705 SAR-8, 7210 SASM)2. Integration of Metro-E Network Element3. Services Migration4. Upgrading Link Capacity5. Upgrading OS6. Maintain reliability of Metro-E Network Element7. Troubleshoot Customer Complaint as Technical Advisor8. Instalation, troubleshoot and mantain Alcatel-Lucent Network Monitoring System ,SAM ( Service Aware Manager ), SAM 7, SAM 10, SAM 119. Migrating IPTV services (Telkom Indonesia) Show less

  • Service Manager

    Jan 2019 - Feb 2020

  • Asistant Manager, Service Management

    Jan 2016 - Dec 2018

  • Assistant Manager, Incident Management

    Jan 2015 - Dec 2015

  • Network Engineer

    Jan 2014 - Dec 2014