Rafli Arraafi Albaasith

PT. Mutiara Bintang Abadi

• Scope expanded over time: first-line (L1) support → L2 escalation ownership → production & infrastructure support.
• Support production application reliability across 73+ regional server/database environments through log review, database state checks, service validation, and audit-ready documentation, including routine (daily/weekly) ticket recap reports for management.
• Communicated directly with dozens of local government PICs via call, WhatsApp, and email to explain issue resolution progress, gather technical details for bug reproduction, and educate users on application usage and workarounds.
• Performed clean OS installation and server setup from scratch (CentOS, Ubuntu Server) and configured new server environments (Apache virtual hosts, Nginx reverse proxy, firewall rules, post-deployment testing); supported migration of 20+ servers with scheduled downtime and rollback planning to protect SLA.
• Traced application, database, and service/system logs using manual log tracing (grep, tail) to resolve a critical database outage caused by an unmonitored full disk, restoring service within 15 minutes to 2 hours.
• Resolved 100% of L2-escalated tickets within SLA using a formal severity-based prioritization SOP (P1/P2), and investigated complex data issues using joins, subqueries, and cross-database comparisons, reducing repeat escalation patterns by 30% through documented runbooks.
• Mentored 4 junior/new support staff on SQL troubleshooting and application business flow; authored internal RCA, SQL query, and business-process documentation as a team knowledge base.
• Led multi-party coordination (developer, infrastructure, client) to resolve complex, long-stuck tickets, alongside routine and project-based syncs with infrastructure and security teams; created temporary workarounds during high-priority incidents to maintain client service continuity.
• Provided first-line support for 73 local government deployments (PBB/BPHTB tax applications), resolving approximately 70% of L1 incidents without escalation through structured triage and domain knowledge.
• Migrated SPOP/LSPOP PBB tax data from Excel into the production database via manual ETL (volumes ranging from thousands to tens of thousands of records), managed an average of ~50 bug reports/enhancement requests per year, and supported backup/recovery for 5+ MySQL/MariaDB production databases.