Fajar Amin

Senior DaaS Engineer with 11+ years of experience in End User Services (EUS), Device as a Service (DaaS), Endpoint Management, and IT Service Delivery. Experienced in managing technology services for TMT Group, including Trakindo Utama, ABM Investama, Mahadasha Utama, and affiliated business entities, with a strong focus on device lifecycle management, digital workplace solutions, service governance, and operational excellence. Proven track record in leading nationwide transformation and device deployment initiatives, conducting site assessments in mining environments, defining infrastructure and IT support workforce requirements, and developing Terms & Conditions (T&C), SOPs, and automation initiatives to improve operational efficiency and service quality.

Experienced in collaborating with stakeholders, vendor principals, OEM partners, and cross-functional teams to deliver solutions aligned with business needs, security standards, and customer expectations. Committed to continuous improvement, customer satisfaction, and delivering scalable, effective technology solutions that create measurable business value.

Senior DaaS Engineer at PT Mitra Solusi Telematika (2023-05 – Present)

Promoted from Senior Helpdesk to Senior DaaS Engineer based on technical expertise, service delivery performance, and contributions to strategic technology initiatives supporting TMT Group companies.

• Deliver and manage Device as a Service (DaaS), Endpoint Management, Digital Workplace, and IT Service Delivery solutions across TMT Group companies, including Trakindo Utama, ABM Investama, Mahadasha Utama, and affiliated business entities.
• Oversee end-to-end device lifecycle management, including assessment, planning, procurement, deployment, maintenance, refresh, asset governance, and retirement.
• Conduct site assessments, operational readiness reviews, capacity planning, and workforce planning to identify technology, infrastructure, licensing, and IT support requirements across corporate, branch, and mining environments.
• Drive service governance initiatives through the development of Terms & Conditions (T&C), SOPs, service frameworks, automation programs, and operational standards to improve service quality and efficiency.
• Lead strategic IT projects, large-scale technology deployments, refresh programs, workplace technology transformation initiatives, and service improvement programs.
• Manage incident resolution, SLA performance, escalation processes, and continuous service improvement initiatives aligned with IT Service Management (ITSM) best practices.
• Conduct technical assessments and interviews for IT Support personnel to ensure workforce readiness and alignment with customer operational requirements.
• Collaborate with customers, vendors, OEM principals, and cross-functional stakeholders to ensure successful project delivery, operational excellence, compliance, and customer satisfaction.

Senior Helpdesk (L1) at PT Mitra Solusi Telematika (2020-10 – 2023-03)

• Served as Lead Global Tech Support for users across TMT Group through ServiceNow, phone, email, and remote support channels.
• Supported critical business systems including SAP (ERP, CRM, FI, MM, Fiori), Microsoft Active Directory, Microsoft 365, Windows Server, enterprise networking, and monitoring tools.
• Managed ticket queues, escalations, operational reporting, and knowledge base development to maintain SLA compliance and improve service quality.
• Collaborated with L2 and L3 teams to resolve complex technical issues and implement continuous improvement initiatives.
• Key Achievement: Supported IT Service Desk operations for TMT Group companies and improved incident resolution effectiveness through knowledge management and process optimization.

Customer Support Associate at PT Accenture (2019-01 – 2020-09)

• Served as the primary point of contact for IT incidents and service requests through phone, email, and ticketing platforms.
• Delivered remote troubleshooting support for endpoints, operating systems, business applications, and network-related issues.
• Managed ticket lifecycle processes, including incident analysis, escalation, tracking, and resolution.
• Maintained technical documentation and knowledge management repositories.
• Contributed to service improvement initiatives and service desk operational effectiveness.
• Supported IT Service Desk operations for TMT Group companies through remote support services.
• Contributed to service quality improvements through process standardization and incident management enhancements.
• Assisted in maintaining SLA achievement through proactive ticket monitoring and follow-up activities.

IT Support Mobile at PT Information Technology Service Centre (2016-12 – 2018-12)

• Provided onsite technical support for enterprise customers, including AIA, Nokia, AkzoNobel, and Wartsila.
• Performed deployment, configuration, maintenance, and troubleshooting of desktops, laptops, networking devices, and Cisco IP Phones.
• Managed IT asset inventories, asset tagging, preventive maintenance, and break-fix activities.
• Ensured support continuity by serving as a backup onsite engineer when required.
• Maintained operational availability of end-user devices and supporting infrastructure.
• Improved incident response and resolution effectiveness for onsite support services.

IT Support Mobile at PT Visionet Internasional (2015-02 – 2016-02)

• Participated in operating system migration projects within the banking sector, including CIMB Niaga.
• Performed device deployment, hardware upgrades, domain configuration, email setup, printer configuration, and software installation.
• Supported deployment, maintenance, and troubleshooting activities for POS and EDC devices.
• Delivered mobile IT support services for banking institutions, including BNI, DBS, OCBC NISP, and Bank Mandiri.
• Contributed to successful operating system migration projects within banking environments.
• Supported business continuity through maintenance and troubleshooting of critical banking systems and transaction devices.

Bachelor of Information Systems in Information Systems – Universitas Terbuka (2019 – 2022)

Vocational Diploma in Computer and Network Engineering – SMK Sasmita Jaya (2010 – 2013)