Muhammad Luthfi Email & Phone Number

Tokyo, Japan

Working remotely for Security and Revenue Support Team

Tokyo, Japan

- Working at the Customer Success team, responsible for all customer support activities post-purchase and be the main point of contact on customer escalations.- Day-to-day job activities include communicating and responding to support requests within the predetermined SLA (using JIRA), analyzing support trends for improvement initiatives, managing knowledge base, and researching upsell opportunities for Customer Success activities.- Was acting as a Customer Success representative for a global fast-food chain operating in Japan.- Enabled a standard procedure related to the communication process for customer escalation which applied to 3 major clients of The Plant.Also working as part of the IT team, I was managing Google Workspace, JIRA organization account, and company assets using Vanta and Kolide.

Tokyo, Japan

- Working at ServiceNow division, assisting customers towards business process digitalization and modernization using cloud-native ServiceNow solutions.- Day-to-day job activities include interacting with clients providing in-depth explanation of ServiceNow features and licenses, implementing and configuring ServiceNow platform based on customer’s requirement, budget, and timeline.- Acquired 3 ServiceNow Mainline Certifications. (CSA, CAD, CIS - HR)

Greater Jakarta Area, Indonesia

- Worked at transaction team (managing order management system) and promotion team (managing voucher and promotions distribution).- Day-to-day job includes contributing to software development lifecycle processes (design, develop, test, monitor), helping system migration process (Perl to Golang), maintaining a large-scale codebase.- Implemented the first ever Tokopedia’s gamification system that was accessed by 300 million of users during the showcase event (May 2018).- Tech stacks were Golang, Redis, NSQ, and more.

Jakarta, Indonesia

Took part developing internal dashboard to manage Editor Choice page

Greater Jakarta Area, Indonesia

Helped Tokopedia migrate their old web services written in Perl into a new one written in Golang.

Fasilkom Ui

- Introduction to Computer Organization- Introduction to Digital System- Discrete Mathematics

Master Of Engineering - Meng, Information, Production, And Systems, 3.20

Activities and Societies: Forsnet (Foreign Student Network) memberMaster Thesis: Analysis on the Usage of Topic Model with Background.

Bachelor'S Degree, Computer Science, 3.52

Activities and Societies: Basketball TeamUndergraduate Thesis: Multilabel Classification for Detecting Elements of Community of Inquiry.