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 continuing education materials.Key responsibilities of the role include:-----Educate and advise Technical Support teams on complex, technical situations-----• 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 complex, technical situations as well as assisting in the creation and updating of internal documentation and continuing education materials.Key responsibilities of the role include:-----Educate and advise Technical Support teams on complex, technical situations-----• 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 education courses, and training materials-----• Ensure internal documentation is comprehensive, accurate, and relevant by adding new articles and updating existing articles.• Work with the leaders of Technical Support teams to identify areas of potential growth in technical expertise among members of the Technical Support teams. Generate continuing education programs, such as LMS courses and quizzes, to address these areas of potential growth.• Research new technologies being added to the Kinsta platform and produce training materials accordingly.-----Provide excellent and amazing technical support and customer service-----• Join the chat queue as requested by Support Team leadership due to exceptional, extraordinary, and unplanned situational need in order to help ensure customers continue to receive prompt and accurate assistance.• Take ownership of issues reported by customers and see problems through to resolution.• Research, troubleshoot, and identify solutions to resolve customer issues.-----Positively contribute to Kinsta’s culture and success by embodying Kinsta’s values.----- Show less

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:• 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 customers.• Monitor uptime and analyze transactions data using third party analytics tools to resolve more advanced issues.• Document troubleshooting and problem resolution steps for internal use and to extend our Knowledge Base.• Carefully follow internal documentation to perform website migrations and repair websites infected with malware. Show less

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 which commonly related (but not limited) to check and review as well as to troubleshoot and solve the following:- DNS zones/records issues (A, CNAME, MX, SPF/TXT, SRV records,etc) and nameservers (using Hostpapa… Show more • 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 which commonly related (but not limited) to check and review as well as to troubleshoot and solve the following:- DNS zones/records issues (A, CNAME, MX, SPF/TXT, SRV records,etc) and nameservers (using Hostpapa default nameservers, or external nameservers such as CloudFlare)- Customers' Sites access problem (blank page, errors, etc.) which mainly based on: Wordpress, Joomla, Drupal, OpenCart, Magento, etc.- Wordpress sites issues/requests (i.e: install / configure and/or migrate WP sites, perform WP CLI to search & replace site URL, to verify checksums, check error_logs, to identify which plugins are causing 500 internal server error, etc.)- Site slow issues and/or server resources/outages/high loads issues (I/O usages, Entry Process, CPU, Memory, Disk space, bandwidth, resource usage, etc.)- Emails issues (access via Webmail, setting up with POP3/IMAP on Email client software, email blocked/bounced back issue, SPAM and abused emails, etc.)- Malware scanning and removal (with Sitelock service).- Backup / Restore request (with DropMySite and R1Soft backup services).- SSL Cert installation/renewal (Let's Encyrpt / GlobalSign) & Dedicated IP assignments- cPanel and/or APACHE access and error logs on the server- email / exim logs on the server (email sending/SPAM/blocked/bounce back related issue)- all services (HTTPD, EXIM, DOVECOT, MYSQL, etc.) if they are running properly- Firewall / CSF / MOD_Security rules / CacheWall WAF, in case if customer IP got blocked- and other technical issues• 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 check the following:- cPanel and/or APACHE access and error logs on the server- email / exim logs on the server (email sending/SPAM/blocked/bounce back related issue)- DNS zones/records (A, CNAME, MX, SPF/TXT, SRV records,etc)- all services (HTTPD… Show more • 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 check the following:- cPanel and/or APACHE access and error logs on the server- email / exim logs on the server (email sending/SPAM/blocked/bounce back related issue)- DNS zones/records (A, CNAME, MX, SPF/TXT, SRV records,etc)- all services (HTTPD, NGINX, EXIM, DOVECOT, MYSQL, etc.) if they are running properly- Firewall / MOD_Security rules, in case if customer IP got blocked- Site slow issues- Shared Server resource issues (CPU usages, MySQL database usages, inode usage, etc.)- Malware scanning- Backup / Restore request (using AVATAR).- SSL Cert installation/renewal (Let's Encyrpt / GlobalSign) & Dedicated IP assignments- and other technical issues• 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• Handling basic billing related tickets, such as: refund, account cancellation, and whatnot Show less

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 • 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 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 / properly.• Writing and deploying Linux Bash Scripting for such automation purposes on the server(s).• Writing and customizing scripts (shell/perl) on 'CENTREON' network monitoring tool to: a. Monitor/Reboot/Control "Finger Print Devices" on different locations / schools (via PHP & Telnet) b. Monitor Internet Bandwidth / Traffic through MIKROTIK devices on each location/school (via SNMP protocol) Show less

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 access), which commonly related (but not limited) to: - cPanel and/or APACHE access and error logs on the server - email / exim logs on the server (to check… Show more • 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 access), which commonly related (but not limited) to: - cPanel and/or APACHE access and error logs on the server - email / exim logs on the server (to check email sending/SPAM/blocked/bounce back related issue) - all services (HTTPD, EXIM, DOVECOT, MYSQL, etc.) if they are running properly - Firewall / CSF / IPSET / MOD_Security rules, in case if customer IP got blocked - DNS zones/records on the DNS Master server ( A, CNAME, MX, SPF/TXT, SRV records , etc.) - Server usages/resources/outages/high loads (disk space, bandwidth, resource point usage, etc.) - Backup / Restore request (using R1Soft and remote/duply backup service). - SSL Certificate installation/renewal and Dedicated IP assignments via Root WHM - and other technical issues• 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 - SUCURI, Email outbound filtering - MailChannels, SSL Vendor - COMODO, etc.)• 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).• Achieving a 95% customer satisfaction rating and maintain at that level going forward. I worked for all of these remotely from my home (Indonesia) Show less

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 sites/emails/databases/namesevers/DNS/domains and other common related issue).• 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 • 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 sites/emails/databases/namesevers/DNS/domains and other common related issue).• 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 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 (Indonesia)----------------------------------------------------------------------------------------NOTE: I was then promoted to Level 2 support position (as a Technical Support Specialist)--------------------------------------------------------------------------------------- Show less

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 solve the issue.• 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:• 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 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