HERIYANTO EFFENDY

• Handling & managing the restoration & installation task for Data Delivery Zone & Service Delivery Zone team.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Controlled costs to keep business operating within budget and increase profits.
• Improved marketing to attract new customers and promote business.
• Cross-trained existing employees to maximize team agility and performance.
• Maintained professional, organized, and safe environment for employees and patrons.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
• Developed and maintained relationships with customers and suppliers through account development.

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Controlled costs to keep business operating within budget and increase profits.
• Cross-trained existing employees to maximize team agility and performance.
• Maintained professional, organized, and safe environment for employees and patrons.
• Improved safety procedures to create safe working conditions for workers.
• Reduced operational costs through comprehensive process improvement initiatives and resource management.

• To execute plan and ensure a high quality standard of service Fulfillment and Assurance of Narrow band, Broadband Data Services and ISDN PRI according to Service Level Guarantee and Service Availability. It can be categorized by wired & wireless broadband. Broadband Data Services consist of DPG and DPQ.

• To monitor & track work order/trouble report

• To ensure high quality of infra/network

• To meet customer expectations

• Narrow band data services consist of DPC, DPG, DPQ Low Speed (64K – 128K), DPQ High Speed (192K – 2M) ISDN PRI & IPVPN.

• To reduce repeated fault & customer complaint

• To meet target and customer expectations.

• To plan and ensure high quality standard of infra checking of Data services according to service level guarantee. To propose alternatives solution if infra not available.
• To manage and execute C Orders by ensuring NTU & HDSL collection and jumper wire/coaxial recovery at MDF, SDF, Cabinet and Customer premises.
• To manage and control an efficient and cost effective operational budget allocation for accomplishment of company’s Business Plan.
• To execute, plan and perform preventive measures for Narrow band, Broadband Data services and ISDN PRI towards achieving fault-free network such as circuit grooming, dummy circuits, End to End test and circuit migration.

• Quality Taskforce with related Units

• Implement circuit servicing program

• Network improvement program

• To plan, execute and develop a highly competent and motivated workforce so as to achieve high quality of services.

• Provide adequate training needs to personnel

• Implement selective job rotation for operational staff.

• Analyze & match staff competency level with job function

• Knowledge transfer for broadband, Metro-E & node maintenance

• To plan, ensure and get involved in new node commissioning during preliminary survey, installation and node acceptance.
• To plan, execute and conduct Preventive Maintenance (including Health Check schedule) towards achieving fault free network.
• To execute and ensure Corrective Maintenance (1st Level) is done within the cycle time in event of Metro E (UPE).
• Responsible in handling new technology such as Metro-E.
• To strategize and implement improvement plan to reduce repeated fault.
• To plan and get involved in pre-sales customer requirement especially for project-based requirement to ensure service delivery is planned and well organized.
• To execute plan outage request for circuit migration.
• To get involved in Quality Taskforce in order to improve service delivery and assurance cycle time.
• To provide technical advice to Sales, CSM and SFC on internal wiring specifications, equipment location, power supply, proper racking etc.
• To ensure ISO & OSH compliances and other quality initiative to warrant continuity of quality improvement.

• Handling VVIP & VIP customer, high profile customer, corporate & banking customer.
• To provide technical consultation in terms of internet connectivity & networking. Represent company as a TM Ambassador & expert team.
• To proceed expert technical troubleshooting and provide the solution to all critical report from TM customers.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

• Handling VVIP & VIP customer, high profile customer, corporate company & all banking customer.
• To provide technical consultation in terms of wireless internet connectivity. Represent company as a TM Ambassador & expert team.
• To proceed expert technical troubleshooting and provide the solution to all critical report from TM customers.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

• Handling VVIP & VIP customer, high profile customer, corporate company & all banking customer.
• To provide technical consultation in terms of internet connectivity. Represent company as a TM Ambassador & expert team.
• To proceed expert technical troubleshooting and provide the solution to all critical report from TM customers.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

• To handle and provide network expertise in all event that involves TM product & services.
• To handle technical expertise during event to ensure the quality of the connectivity run with smooth.
• To manage technical issues on the connectivity during international TM event (LIMA, Le tour de langkawi, Japan GT, Formula 1 & etc)
• Accomplished multiple tasks within established timeframes.
• Maximized the performance of the TM network by monitoring the whole programs until end of the event.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

• To handle critical complaint for Unifi & Streamyx customers.
• To handle churn customers, behavior issues as a TM expert team.
• To handling VVIP & VIP customer, high profile customer, corporate company & all banking customer.
• To provide technical consultation in terms of internet connectivity. Represent company as a TM Ambassador & expert team.
• To proceed expert technical troubleshooting and provide the solution to all critical report from TM customers.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.