Muhammad

Syaiful Ramadhan
I T S E R V I C E D E L I V E R Y S P E C I A L I S T

ABOUT ME
Muhammad.sr93@gmail.com
Delivering services to a company's clients and complete
Cianjur/Jawa Barat Provision of IT tasks such as improving service delivery processes,

muhammad-syaiful-ramadhan experience in the world communicating with other departments, overseeing

employees involved in the delivery process, solving
@muhamamdRamadhan of Aviation makes me a complaints and providing customer service. Key
qualifications for the job are leadership, attention to
081214610780 strong and capable and details, analytical thinking, computer skills,
communication and teamwork.
critical person

SKILLS EXPERIENCE
7 / 10 IT PLANNING AND WORKFORCE ENGINEER (IT AIRPORT GROUNDHANDLING SUPPORT)
IT Service Delivery
PT. Aero Systems Indonesia (Garuda Indonesia Group) / Nov 2015
8 / 10
Business Process Analyst • Configured Connect Direct to send data files to upstream systems that helped reduce file
transfer failures by 10%.
9 / 10 • Reviewed Axent Security reports and implemented the changes necessary to make the
IT Implementor systems security compliant.
• Monitored, troubleshoot and resolved requests within the Service Level Agreement
10 / 10
parameters.
Application Support Engineer
• Implemented change requests (enhancements & defect corrections)
6 / 10 • Implementing Application to User in many 6 International Airport
Service Quality Assurance
IT SERVICE DELIVERY SPECIALIST
EDUCATION
PT. Aero Systems Indonesia (Garuda Indonesia Group) / Nov 2019
Bachelor Degree / Information Systems
• Improved existing client relationship for International client resulting in additional
Universitas Telkom (2011 – 2015)
GPA 2.82 business being allocated to PT Aero Systems Indonesia in 2019..
• Improved change management tracking process and cost estimation for clients
Master Degree / Management resulting in an increase of 35% in additional revenue.
Universitas Mercu Buana (2016 – 2018) • Increased first call resolution from 75% to 86% & Managed P&L at + 60%.
GPA 3.83
• Oversaw 100% compliance of meeting SLA's and KPI's in accordance with master
Certification services & Reduced support costs by developing new workflows and support
RedHat Administrator processes.
Inform GS Workforce Plus for Airport • Providing BAST from Garuda Indonesia, Citilink, Sriwijaya, Nam Air and many
Inform GS Planning for Airport