Puji Raharjo Email and Phone Number

- Supervise IT voice telephony daily operation.- Deliver IT customer service excellence related to Contact Center operations.- Produce quantitative and qualitative reports on IT voice telephony operation.- Provide trends analysis, and recommend enhancement to management for IT system improvement.- Ensure implementation of strategies, processes and also measurement of reporting, coaching and motivation schemes within IT department roll-out continuously.- Empower, engage and motivate IT team to excel their key performance indicator, also to provide service excellence to all end user.- Coordinating with third party IT related service provider for escalation, new implementation and also enhancement.

- Supervise IT voice telephony daily operation.- Deliver IT customer service excellence related to Contact Center operations.- Produce quantitative and qualitative reports on IT voice telephony operation.- Provide trends analysis, and recommend enhancement to management for IT system improvement.- Ensure implementation of strategies, processes and also measurement of reporting, coaching and motivation schemes within IT department roll-out continuously.- Empower, engage and motivate IT team to excel their key performance indicator, also to provide service excellence to all end user.- Coordinating with third party IT related service provider for escalation, new implementation and also enhancement.

- Act as technical designer and 1st level support engineer for telecommunication (PABX, VOIP, IVR, Media Storage) in PT SCICOM Indonesia with other telephony vendors.- Oversees the creation and updating of phone and voice mail extensions and routing.- Assist in design, implementation and maintenance of systems, programs, hardware and software.- Administer and manage Windows Server, Active Directory, DNS, Print Server, DHCP, File Server, Antivirus Server and other Server.- Managing and ensure the availability of LAN Services and systems.- Manage Avaya / PABX login ID for new users and assigned the skills.- Register users in CMS system and make sure that all user are tight to their related groups for monitoring purpose.- Monitor and manage all aspects of base server performance, security and availability.- Ensure servers remain at the optimum build and security patching levels as required.- In charge for PT SCICOM Indonesia ICT support.- Respond to and resolve complex issues with the Microsoft Windows Servers.- Provide installation and/or removal of hardware and/or software. Testing of hardware and software components affected, resolving malfunctions found and recording the result.- Managed the creation of user login ID for Windows.- Manage the creation of user Softphone ID (PABX), add-in user skill, and register user inside Interaction supervisor and interaction recording.- Manage users access into the network shared folder.- Manage desktops software installation, Windows updates, computer setting and user setting through GPO setting.- Manage and monitor DHCP server in-term of IP reservation.- Administer Antivirus Server, client installation and performing regular check on the server to make sure that the updates and patches are downloaded and ready for clients.- Configure all digital stations using Call Master and agents ID using Avaya PABX.- Upload, edit and backup announcement in the VAL Announcement Card.

- Administrator for Avaya System (CM, AES & CMS)Administering agent login ID for CMS. Administering basic reports for department that use CMS. Administering IP Phone for 2000+ users. Administering extension number for all departments. Administering call flow for all incoming and outgoing calls. Administering hunt group for all agent skill. Administering connection between PABX on other co-location. Administering announcement for incoming call to call center and for general office. Provide 1st level troubleshooting for calls related problems. Provide Fax line for all floors. Escalate to vendors for further troubleshooting. Provide conference line for Board of Directors and other department that requested. - Administrator for NICE recording systemAdd and remove extension for recording. Administering agent group for each departments. Provide 1st level troubleshooting for all recording errors. Incremental back-up all recording files to tape drive. Escalate to vendor for further troubleshooting. - Administrator for Datacom Billing SystemManage 500+ users for outgoing call password. Create outgoing calls report for billing justification for all departments. Provide 1st level troubleshooting for billing system problems. Escalate to vendor for further troubleshooting. - Administrator for Cisco NetworkManage 12 floors network for PCs, and printers. Manage all VLANs. Manage network connection to branch offices. Manage all meeting rooms for intranet and internet use. Manage guest account for Wireless connectivity. Manage farm server. Manage all distribution and access switches on 12 floors. Escalate to vendor for further troubleshooting. Manage all routers on co-location and office branches. - Administrator for DHCP serverManage all DHCP IP devices including PCs, printers, laptops, and IP Phones. Manage IP segment for each departments and its sub departments. Manage connection to Active Directory server.

Mounting servers to rack.Manage cabling for LAN & telephony cable.Install & configure Windows Servers (Windows 2000 Server, Windows 2003 Server, Windows 2008 Server).Create & manage Domain Active Directory.Implement, maintain & troubleshoot telephony voice recording system (Verint, Audiolog, VCLog).Install & configure Avaya Application Enablement Service (AES).Configure Avaya Communication Manager for Avaya AES connection.Dismantle servers from rack.Escalate problem to principal through e-mail correspondence.Provide training for end user.