Iskak Agus Rachmat Utomo Email & Phone Number

Remote

• With this "Internal Support Engineer" role, I am responsible for assisting the Technical Support teams with complex, technical situations as well as assisting in the creation and updating of internal documentation and.
• Be a technical expert regarding the customer-facing portions of the Kinsta hosting platform… Show more With this "Internal Support Engineer" role, I am responsible for assisting the Technical Support teams with.
• Be a technical expert regarding the customer-facing portions of the Kinsta hosting platform and keep their own technical skills current and up to date.
• Provide technical guidance and assistance to members of Kinsta’s Technical Support teams regarding the Kinsta hosting platform.
• Coach and mentor Technical Support team members on technical topics by advising, asking probing questions, and educating rather than performing the necessary work.-----Curate internal documentation, continuing.
• Ensure internal documentation is comprehensive, accurate, and relevant by adding new articles and updating existing articles.

Remote

• At Kinsta we use Intercom.io support system exclusively to provide enterprise level technical support to our customers. My tasks and responsibilities are as follow:
• Take ownership of issues reported by customers and see problems through to resolution.
• Research, troubleshoot, and identify solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to… Show more At Kinsta we use Intercom.io support system exclusively to provide enterprise level technical support to our customers. My tasks and responsibilities are as follow:
• Provide prompt and accurate feedback to customers.

Remote

• Provided support for Hostpapa Inc. and WebServe Inc.
• Provided Level 2 technical support assistance to customers on: Shared hosting, Reseller hosting and VPS hosting – based on Cloud Linux with Root access, via "UBER" Helpdesk ticketing system, with their issues/cases.
• Provided Level 2 technical support assistance to customers on: Shared hosting, Reseller hosting and VPS hosting – based on Cloud Linux with Root access, via "UBER" Helpdesk ticketing system, with their issues/cases.
• Also provided support for Spanish & French customers – using Google Translate tool - both for Level 2 tickets and Level 1 tickets Show less

Tangerang/Jakarta, Indonesia - (Remote)

• Providing technical support assistance to customers (Shared hosting, Cloud hosting andDedicated Server with Root access) via Helpdesk Ticketing system, with their issues/caseswhich commonly related (but not limited) to.
• Providing technical support assistance to customers (Shared hosting, Cloud hosting andDedicated Server with Root access) via Helpdesk Ticketing system, with their issues/caseswhich commonly related (but not limited) to.
• Working & communicating closely via tickets with 3rd parties, such as: Weebly, GlobalSign,CloudFlare.
• Escalating tickets to supervisor(s) on shift, if the issue can't be solved right away and/or if itrequires further check/investigation
• Handling Spanish and Italian tickets as well (replying in English or with templates), thentickets will be translated by other Spanish/Italian colleagues first, and then will be sent to thecustomer(s).
• Handling migration tickets (full cPanel backup restore or non-cPanel tranfers / FTP / LFTP /RSYNC), to complete and to make sure all site(s)/databases/emails are transferred & workingproperly

Greater Jakarta Area, Indonesia

• Securing all "weak usernames and passwords" that were used in all websites scripts, database credentials, login credentianls, etc, with stronger passwords (to avoid such hacking / accounts or sites compromised issue).
• Securing / Upgrading / Patching all schools' websites/scripts and plugins from out-dated / vulnerable / malicious codes / scripts (mostly based on Wordpress, Moodle & Joomla CMS)
• Monitoring web hosting servers (VPS and Dedicated Servers) to keep running… Show more
• Monitoring web hosting servers (VPS and Dedicated Servers) to keep running smoothly, as well as upgrading / patching web hosting servers' services (such as: Apache, MySQL, WHM/cPanel, and other related services).
• Performing weekly full cPanel accounts backup – to be stored locally @Cyber Building (ISP) and then to copy them to another backup server @Tanjung Duren location – and making sure those were backed up completely /.
• Writing and deploying Linux Bash Scripting for such automation purposes on the server(s).

Greater Jakarta Area, Indonesia (Working remotely)

• Supporting WWWH, LLC Sites/Brands, such as: Site5.com, APTHost.com, BluFur.com, KahunaHost.com, and others.
• Providing technical support assistance (Level 2 support) via Ticketing system (by helping customers to troubleshoot with Level 2 related issues that need ROOT access on the servers - Linux Based, as well as root WHM.
• Providing technical support assistance (Level 2 support) via Ticketing system (by helping customers to troubleshoot with Level 2 related issues that need ROOT access on the servers - Linux Based, as well as root WHM.
• Working & communicating closely/actively via tickets with: Servers Data Centers (SoftLayer, SingleHop, Astute Hosting, HostDime, Digital Pacific, etc) as well as with other 3rd parties (Security/Malware protection team.
• Assisting Level 1 support staffs (both Live Chat and Level 1 tickets) with any issues that require ROOT access to the server or WHM control panel - called as "Live L2"​ assistance.
• If Level 2 tickets queue are low/nothing to be worked on, I've always be happy to help and work for other departments (Level 1, Migrations, and Live Chat when it's overloaded/need some help).

Greater Jakarta Area, Indonesia (Working Remotely)

• Providing customer service assistance (Level 1 support) via Live Chat as well as via Ticketing system (by helping customers to troubleshoot with Level 1 related issues, to fix their.
• Submitting tickets for customers who are experiencing any issues, to be escalated to the proper departments / higher level support team (Level 2, Billing, etc.)
• Answering pre-sales/pre-order questions and assisting… Show more
• Answering pre-sales/pre-order questions and assisting new customers about how to start-up using their hosting accounts and whatnot.
• Handling pending accounts that need to be checked any further (for fraud screening and whatnot) and to be created manually (if all seem valid).
• Achieving a 95% customer satisfaction rating after the first 3 months and maintain at that level going forward.I worked for all of these remotely from my home.

Working Remotely From Home (Indonesia)

• Working remotely from home (Jakarta/Indonesia), while the company is located in Canada.
• Providing support for SiteAutoBackup.com clients via Ticketing system, assisting them for any technical questions/issue they're experiencing with the automated backup system (for cPanel/WHM backups) and helping them to.
• Answering pre-sales/pre-order questions and assisting new customers about how to start-up using their backup accounts.

Greater Jakarta Area, Indonesia

• Working at Jakarta office under PT. Global Hosting Management (GHM) to support www.hostdepartment.com for the following Job descriptions:
• Setting up new reseller accounts, providing basic configuration/setup for new reseller accounts via web based interface (using H-Sphere Control Panel).
• Setting up new e-commerce accounts, providing basic configuration/setup for new e-commerce accounts via web based interface (using OScommerce script)
• Giving technical supports to… Show more Working at Jakarta office under PT. Global Hosting Management (GHM) to support www.hostdepartment.com for the following Job descriptions:
• Giving technical supports to resellers and e-commerce clients by answering tickets/questions via Kayako web based ticket system. (Used to provide live chat support via TIMPANI - liveperson.com chat system). Show less

Bachelor'S Degree, Information Technology, 3.17 / 4.0

Education record

Education record

Education record