Dio Aditya

Experienced IT Technical Support with 3 years of experience in managing network systems, now seeking to grow into an Infrastructure or Network Engineer related role. Skilled in resolving technical incidents, maintaining 99% system uptime, and ensuring operational efficiency through proactive network monitoring and infrastructure maintenance. Adept at using monitoring tools, ticketing systems, and collaborating with cross-functional teams to ensure uptime and performance.

Known for proactive problem solving, attention to detail, and maintaining high client satisfaction in 24/7 operational settings.

IT Technical & Network Support at RCH (2022-08 – 2026-03)

• Resolved over 100 hardware, software, and connectivity tickets monthly, achieving a 98% satisfaction rate and 99.5% uptime over the past 12 months.
• Diagnosed and resolved over 200 network incidents per year (switch/router/firewall issues, connectivity outage, packet loss etc.)
• Participated in system upgrades and migrations for over 50 devices, ensuring seamless transitions and improved compliance with operational standards.
• Managed ticketing system workflows (logging, tracking, resolution, escalation), ensuring SLA compliance of 95 %+ for all priority tickets.
• Handled escalations from helpdesk / Tier-1 support, coordinating with internal team to resolve complex issues involving routing, DNS, DHCP, and VPN, resulting in a 30 % drop in recurring incidents.
• Generated weekly and monthly reports on network performance, incidents, uptime, and capacity, enabling management to make decisions to scale infrastructure and allocate resources.
• Assisted with configuring, deploying, and maintaining network hardware (switches, routers, firewalls) and conducted periodic audits to ensure configurations and policies were compliant with security and operational standards, with familiarity in troubleshooting LAN, WAN, HTTP, HTTPS, DNS, and SSH.

Bachelor of Computer Science (Hons) in Data Science – MULTIMEDIA UNIVERSITY (2018-09 – 2021-11)

IGCSE & AS/A Level – AL KHOR INTERNATIONAL SCHOOL (2014-09 – 2017-03)