Kresnah Damry

Carrefour Digital – N1 Operational Application Support (2019 – 2022)

• Compliance with defined KPIs/SLAs, management of backlogs, and production monitoring.
• Assistance to team members in solving complex technical problems.
• Acquisition of technical and functional expertise on the various Carrefour project perimeters.
  Mastery of the applications managed by the support team allows for fast and efficient assistance.
• Mastery of the applications managed by the support team allows for fast and efficient assistance.
• Monitoring of client websites and dashboards, with proactive analysis of alerts.
• Improve customer satisfaction by quickly resolving online incidents.
• Arranging conference calls with N3 teams for collaborative resolution.
• Regular communication with users via e-mail and COMSMS to transmit critical information.
• Active participation in the preparation and presentation of committees, with the optimization of ticket processing and the sharing of statistical data.

Carrefour Digital – Support and Team Management (2022 – Present). In addition to the N1/N2 support responsibilities, team management support:

• Organization of daily tasks, prioritization of incidents and rapid resolution of critical issues.
• Coaching and continuing training of team members to improve technical and functional performance.
• Implementation and monitoring of KPIs, with regular analyses and feedback, to ensure the achievement of objectives.
• Management of technical and functional escalations (N1-N2), with cross-departmental collaboration to resolve complex incidents.
• Optimization of support processes, with the implementation of solutions to improve efficiency.
• Interface between technical teams, users, and other services to ensure smooth coordination.
• Resource planning and absence management, ensuring continuity of service.
• Writing reports on team performance and incident status, with meetings to follow up on the objectives.
• Development of continuous improvement plans based on incident analysis and feedback to avoid recurrence.
• Participation in non-working hours (HNO)[ON CALL] and working hours (HO), as required.
• Create procedures and update routing matrices to facilitate N1 response.
• Active contribution to client calls committees (COPIL).
• Management of the team’s schedule by integrating planned and unplanned absences, as well as reduced staff on Saturdays.

• Installed and configured hardware, software, systems, networks, printers, and scanners.
• Used MySQL software to retrieve data that is needed by the client or employee (MS Access, Navicat, MySQL Workbench, Excel).
• Install an updated version of Windows 10 on 70 computers by using a DHCP server, a layer 2 switch, and AOMEI Backupper software.
• Disassembled computer systems to troubleshoot and resolve hardware issues.
• Configured routers, switches and wireless access points for LANs and WANs.

• Provided technical support to users via telephone or remote access.
• Answered user inquiries to resolve computer software or hardware operation problems.
• Solve the agent's PC problem via VNC or TeamViewer. This position is to provide support to our agents who have experienced issues with their PCs.
• Diagnose computer problems, monitor computer processing systems, install software, perform tests on computer equipment and programs, set up computer equipment, and schedule maintenance.