Hi, I’m
Ratih Wibowo
Amsterdam
Summary
Senior Technical Support Specialist with over ten years experience working in help desk and technical support services.
A problem solver, organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Ready, willing and able to play a key role in company development.
Overview
24
years of professional experience
1
Certification
Work History
Globys
Senior Technical Support Specialist
04.2017 - Current
Job overview
- Responded to Clients and business partners by phone or JIRA ticketing system
- Analysed and provided 1st and 2nd line supports for incidents and service requests within the agreed SLAs
- Escalated issues to 3rd line support where necessary
- Owned process from beginning to resolution
- Engaged and coordinated necessary resources to resolve issues and requests
- Set, agreed, managed and communicated deliverables and due dates
- Streamlined external processes for increased efficiency and suggested improvements
- Updated product documentations
- Provided products trainings for new colleagues and customers
- Collaborated with Project Manager on implementations
- Delivered monthly Service Review decks for Account Managers
- Delivered monthly Incident reports
- Conducted monthly tickets review calls with external clients
Multi-M/IT Research and Consultancy BV Amsterdam
Functional Support Specialist
02.2013 - 03.2017
Job overview
- Managed tickets categorization, prioritized, updated and provided solution in accordance with ITIL process and within the agreed SLAs for both internal and external clients
- Coordinated workloads within the Service Desk team
- Provided 1st and 2nd line Incident and Problem management supports
- Performed investigations and troubleshooting when errors occur and escalated them to the appropriate departments where necessary
- Engaged in deployment and implementation of application configuration updates
- Delivered weekly management reports
- Processed and maintained documentations of system functionalities
- Super user' of TOPdesk configuration, provided training to new starters
- Provided trainings of other applications of the Service Desk team
- Cooperated with other departments in terms of problem solutions delivery and resolution workarounds
Multi-M/IT Research and Consultancy BV Amsterdam
Manual Reviewer Indonesia
11.2012 - 02.2013
Job overview
- Reviewed and improved between 50 and 100 personal and/or company addresses
- Enhanced review accuracy by meticulously analyzing documents and data
Rabobank Amsterdam
Adviser
06.2007 - 10.2011
Job overview
- Managed daily activities regarding financial and insurance services
- Provided strategic advice across a variety of financial products and services
- Assessed client’s overall financial picture and provided the right solutions
- Promoted services and products to customers
- Cultivated client base and fostered relationships
NH Museum Quarter Hotel Amsterdam
Reservation Associate
05.2005 - 05.2007
Job overview
- Managed daily activities with regards to room and banqueting reservations
- Accepted and updated records of advance deposits on reservations
- Checked guarantees of credit cards, bank transfers of reservations and received commissions via Web Payment System
- Fostered relationships with clients and partners
- Developed new relationships to attract potential clients
- Liaised with other departments
- Updated internal database
NH Museum Quarter Hotel Amsterdam
Receptionist
05.2002 - 05.2005
Job overview
- Responsible for day-to-day reception tasks
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information
- Performed payment duties
Coster Diamonds BV Amsterdam
Sales Officer
12.1999 - 10.2001
Job overview
- Managed a number of sales activities and after sales daily administration
- Informed diamond’s history and the cutting process
- Handled a variety in-store tasks
- Processed payments
- Liaised with corporate tour operators and tour organizations in Indonesia
Education
Hogeschool Van Amsterdam (University of Applied Sciences Amsterdam)Amsterdam, NH
Bachelor’s degree in Commercial Economics
10.2012
Hotel Management School Bali, IndonesiaBali, Indonesia
Management, Marketing and Business English
01.1999
Secondary Education, IndonesiaKediri, Indonesia
High School Diploma
01.1996
Skills
- Windows10
- Microsoft Office 365 Suite
- Atlassians
- Zendesk ticketing system
- Globys TEM system
- TOPdesk Service Management
- Driven
- Collaborative Team Player
- Stress resilience
- Issue Resolution
- Critical Thinking
- Effective Communication
- Fluent in English, Dutch and Indonesian (native) and English
- Conversational Spanish
Certification
- ITIL Foundation
- Globys internal trainings
- TOPdesk 5 Configuration
- NIBE SVV General Banking Training
- Interpolis Insurance ‘Alles in één Polis’
- Ten fingers typing.
Timeline
Senior Technical Support Specialist
Globys
04.2017 - Current
Functional Support Specialist
Multi-M/IT Research and Consultancy BV Amsterdam
02.2013 - 03.2017
Manual Reviewer Indonesia
Multi-M/IT Research and Consultancy BV Amsterdam
11.2012 - 02.2013
Adviser
Rabobank Amsterdam
06.2007 - 10.2011
Reservation Associate
NH Museum Quarter Hotel Amsterdam
05.2005 - 05.2007
Receptionist
NH Museum Quarter Hotel Amsterdam
05.2002 - 05.2005
Sales Officer
Coster Diamonds BV Amsterdam
12.1999 - 10.2001
Hogeschool Van Amsterdam (University of Applied Sciences Amsterdam)
Bachelor’s degree in Commercial Economics
Hotel Management School Bali, Indonesia
Management, Marketing and Business English
Secondary Education, Indonesia
High School Diploma
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