Summary
Overview
Work Visa
Work History
Skills
Certification
Mobile Numbers
Education
Websites
References
Timeline
SoftwareEngineer

Ronald Tito

IT Engineer
Parnell,AUK

Summary

Experienced professional with 19 years at Lenovo Contact Center, illustrating exceptional capacity to adjust to varying environments and quick learning aptitude.

Overview

22
22
years of professional experience

Work Visa

Partner of AEWV, valid for 5 years

Work History

Assistant Manager Operations

Scicom (MSC) Berhad for Lenovo Contact Center
Kuala Lumpur, Malaysia
05.2015 - 07.2025
  • Managed daily operations for customer engagement and support teams to ensure service excellence.
  • Collaborated with management to refine operational strategies, increasing efficiency.
  • Conducted regular performance reviews to promote professional development among staff.
  • Monitored compliance with SLA and KPI metrics to maintain service quality standards.
  • Prepared detailed reports on team performance for senior management review.

Senior Technical Support Engineer

Manpower Sdn. Bhd. for Lenovo Contact Center
Cyberjaya, Malaysia
11.2010 - 04.2015
  • Applied advanced technical skills to troubleshoot complex issues and implement effective solutions.
  • Employed various software tools to streamline processes and improve performance.
  • Contributed innovative ideas to enhance team productivity and overall outcomes.
  • Collaborated with diverse coworkers to achieve goals and resolve product-related challenges.

Technical Support Engineer

Manpower Sdn. Bhd. for Lenovo Contact Center
Cyberjaya, Malaysia
11.2006 - 04.2010
  • Acknowledged by management for delivering exceptional customer service.
  • Diagnosed hardware issues utilizing diagnostic tools and software.
  • Provided remote support for hardware installations and troubleshooting.
  • Documented technical specifications and maintenance procedures for future
    reference.

System Engineer

PT. Intikom Berlian Mustika (IBM Business Partner)
Jakarta, Indonesia
06.2006 - 11.2006
  • Configured and maintained server infrastructure to optimize performance.
  • Resolved escalated incidents related to application failures and IT issues promptly.

IT Helpdesk Analyst

China National Oil & Offshore Company (CNOOC) SES Ltd
Jakarta, Indonesia
03.2005 - 05.2006
  • Delivered technical support to users through phone, email, and chat channels.
  • Installed and configured operating systems and application software to enhance functionality.

Desktop Support Engineer

PT. Metrodata Electronic Tbk
Jakarta, Indonesia
10.2004 - 03.2005
  • Provided technical assistance to users through in-person support, phone, or email.
  • Troubleshot network connectivity issues for wired and wireless connections.

IT Project Engineer

PT. Duta Teknik Informatika for Citibank
Jakarta, Indonesia
10.2003 - 03.2004
  • Managed project schedules and resources, ensuring completion of engineering tasks on time.
  • Coordinated user acceptance testing to validate system functionality and performance
    effectively.

Skills

  • Technical support and IoT expertise
  • Problem-solving and innovation
  • Reporting proficiency
  • Complaint resolution
  • ITIL framework knowledge
  • Contact center analytics
  • Workforce management strategies
  • Dynamics 365 expertise
  • Performance evaluation and monitoring
  • Advanced MS Excel & Power Query

Certification

  • AWS Cloud Practitioner Essentials Course, 2025
  • CompTIA A+, 2025
  • Information Security Management System (ISMS), 2025
  • Satisfaction Guaranteed: Delivering Excellent Customer Service, 2023
  • Managing Difficult Customer, 2023

Mobile Numbers

  • 027-4297000, NZ

Education

Bachelor of Engineering - Information Engineering

Gunadarma University
Depok, Indonesia

Websites

References

Available upon request.

Timeline

Assistant Manager Operations

Scicom (MSC) Berhad for Lenovo Contact Center
05.2015 - 07.2025

Senior Technical Support Engineer

Manpower Sdn. Bhd. for Lenovo Contact Center
11.2010 - 04.2015

Technical Support Engineer

Manpower Sdn. Bhd. for Lenovo Contact Center
11.2006 - 04.2010

System Engineer

PT. Intikom Berlian Mustika (IBM Business Partner)
06.2006 - 11.2006

IT Helpdesk Analyst

China National Oil & Offshore Company (CNOOC) SES Ltd
03.2005 - 05.2006

Desktop Support Engineer

PT. Metrodata Electronic Tbk
10.2004 - 03.2005

IT Project Engineer

PT. Duta Teknik Informatika for Citibank
10.2003 - 03.2004

Bachelor of Engineering - Information Engineering

Gunadarma University

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