Tivanni Magfirah Illahi Salam
Indonesia
https://www.linkedin.com/ in/tivanni- magfirah-illahi-salam- 83119a182/
SUMMARY
Call me Magfira. I am a dedicated Remote Support Engineer with over 3 years of hands-on experience in
Application Support and Level 1 (L1) Support. I currently support international clients remotely at Clever
Craft d.o.o., where I troubleshoot incidents, assist end users across multiple time zones, and ensure seamless
application operations in dynamic, fast-paced environments. I am now seeking freelance or part-time
opportunities where I can contribute my expertise in resolving software issues, managing tickets, and
delivering excellent customer support within defined SLAs. I’m experienced in documenting support cases,
maintaining knowledge bases, and working with multicultural teams. With a strong focus on user satisfaction
and business continuity, I bring a proactive and adaptable approach to every project. I’m quick to learn new
tools, collaborative by nature, and committed to helping teams maintain smooth and efficient digital
operations.
SKILL HIGHLIGHTS
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•
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Agile/Scrum
methodology
Application
Troubleshooting
and Support
Incident
management
•
SQL
•
Python
•
Technical
proficiency
•
•
Teamwork
Monitoring Apps
•
Analytical skills
•
•
•
Identifying
Issue
Communication
Technical
Documentation
EXPERIENCE
CLEVER CRAFT D.O.O. (REMOTE)
Support Engineer–Project Hewlett Packard Enterprise (HPE) & Hewlett Packard International (HPI)
January 2025 – Present
My Responsibilities:
1. Responding to incoming support tickets from internal HPE/HPI users and ensuring follow-ups on resolved
cases with clear explanations of root causes and provided solutions.
2. Performing in-depth investigation of reported issues, identifying root causes through log analysis, application
behavior tracking, and recommending effective resolutions based on findings.
3. Collaborating cross-functionally with Project Managers, Developers, QA, and related technical teams to
escalate and troubleshoot complex or unresolved issues.
4. Conducting functional testing on various enterprise-level applications to ensure feature stability, detect
anomalies, and confirm expected behavior based on reported incidents.
5. Creating comprehensive user documentation, quick guides, and standard operating procedures (SOPs) to
ensure clarity, consistency, and ease of use for internal stakeholders across different regions.
6. Maintaining clear communication and accurate documentation throughout the issue lifecycle to support a
globally distributed environment and align with service-level expectations.
Technologies/Tools: Jira, Confluence, Internal HPE/HPI Tools, Slack, Zoom, Manual Testing Tools, Zabbix
PT TELKOM INDONESIA(SQUAD OPERATION OF TRIBE IHX)
Application Support
December 2021-Now
My resposibilities:
1. Analyse and diagnose incident by users of Myindihome apps through ticketing system.
2. Troubleshooting as Level 1 Support for incidents daily, addressing and resolving issues prioritize by SLA
guidline.
3. Document resolved incidents have been done.
4. Escalate complex problems or incidents to relevant teams, including BE/FE developers, Product Owners
(PO), Infrastructure teams, and third-party collaborators, ensuring swift and effective resolution when
necessary.
5. Write technical documentation for identified root cause and step process the anomaly issues.
6. Conduct regression testing on new updates or features and make sure application running smooth again
after incident resolved, also involve in System Integration Testing(SIT) with QA teams.
7. Hourly doing API testing to ensure the stability and functionality well running in every time.
8. Monitoring analysis for services performance and services response time, also respond for the anomaly
system alert.
9. Update and manage content on the CMS, including text and images.
Technologies/Tools: Jira, Insera, Nossa, Sygap, Metabase, Postman, Appdynamic, Openshift, Kibana, Grafana.
TECHNUBI IT SOLUTION
Internship Software Quality Assurance
November 2020-April 2021
My responsibilities:
1. Collaborate in the creation of test cases to establish a comprehensive testing framework.
2. Execute test cases meticulously to validate software performance and reliability.
3. Identify, document, and report bugs, providing detailed insights to aid in effective resolution.
4. Maintain thorough test documentation, encompassing test plans, test cases, and test reports.
5. Engage closely with team members, including developers, quality assurance engineers, and
project managers, to grasp the intricacies of the software development process and actively
contribute to quality assurance activities.
6. Verify resolved defects to ensure their effective resolution and adherence to quality standards.
CV RIMBA SEMESTRA SEJAHTERA
Office Administrator
November 2016-Juni 2017
My responsibilities:
1. Managed daily office operations, ensuring efficient administrative processes in a high-paced auto
shipping environment.
2. Coordinated logistics and scheduling for vehicle shipments, collaborating with dispatchers and
drivers to ensure timely and accurate deliveries.
3. Processed and tracked shipping documentation, including bills of lading, invoices, and delivery
receipts, ensuring accuracy and regulatory compliance.
4. Maintained and updated internal databases with vehicle information, and customer records,
ensuring data integrity.
5. Ensured office supplies were stocked and ordered as needed, maintaining an organized and
efficient workspace.
6. Managed and maintained driver savings accounts, ensuring accurate tracking and regular updates
of savings balances.
BINAR ACADEMY
Bootcamp QA Engineer
Mei 2023-September 2023
My responsibilites:
1. Develop detailed test cases to establish a robust foundation for comprehensive testing procedures.
2. Formulate test scenarios that replicate real-world usage, ensuring a thorough evaluation of software
functionality.
3. Generate concise bug reports, including clear steps for reproduction and prioritization for efficient
resolution.
4. Create automation test cases for both Android and Web platforms, enhancing testing efficiency and
coverage.
5. Conduct performance testing to evaluate the system's responsiveness and scalability under varying
conditions.
6. Compile comprehensive automation reports to provide insights into test results and identify areas for
improvement.
7. Implement version control strategies to manage and track changes systematically throughout the software
development process.
EDUCATION
Applied Bachelor: Software Engineering-
Indramayu State Polytechnic
GPA 3.70
PORTOFOLIO
https://github.com/magfirahsalam
