Jakarta Metropolitan Area
Dynamic and results-driven professional, Agung Fadlan, offers years of combined technical expertise within the Modern Work domain. Agung excels in delivering innovative solutions tailored to meet client needs. With a deep understanding of modern workplace technologies and a keen eye for identifying opportunities, Agung is dedicated to driving business growth through strategic consultation and implementation.
In my role at Devoteam, I focused on transforming workplace environments through innovative architecture and implementation strategies. I led cross-border data migrations and implemented security frameworks to ensure compliance with various regulatory standards. My work also involved architecting automation solutions to streamline IT operations and drive the adoption of generative AI technologies.
Owned a portfolio of 80+ customer accounts, serving as the primary technical and success point of contact. Protected USD $1.17M+ in annual recurring revenue by proactively managing auto-renewals and identifying subscription risks ahead of renewal deadlines. Supported USD $390K+ in monthly order activity through technical guidance, adoption readiness, and post-deployment validation. Deliver role-based training, hands-on workshops, and security best-practice sessions to IT admins and business users, increasing platform adoption and reducing support dependency. Act as the primary technical escalation point for complex issues involving Microsoft 365, Azure and Microsoft On Premises products. Conduct Quarterly Business Reviews (QBRs), translating usage data and technical findings into clear executive-level insights and recommendations.
Responsible for driving and accelerating the adoption of services by advising customers on best practices for using SoftwareONE and/or partner solutions. Collaborate with Sales and Solution Sales to identify upcoming up- or cross-selling opportunities. Conduct onboarding sessions with customer stakeholders, offering insights into SoftwareONE Service scope, support processes, escalation management, Customer Success Manager roles and focus, as well as tool overviews and demos. This educates customer stakeholders on leveraging SoftwareONE support, services, and tools effectively. Regularly conduct business reviews with customer stakeholders, providing insights into SoftwareONE Service usage and performance. Identify opportunities for optimization and highlight relevant business developments, new features, or capabilities within the supported areas that can contribute to the customer's goals. Drive monthly active usage for all EA/CSP customers and deliver workshops to enhance engagement across all customers.
Provide subject matter expertise for the Google Workspace solution and leading all technical aspects of pre-sales post-sales activities for transitioning from legacy messaging and collaboration solutions to Google. Providing demonstrations, presentations, training, and consultation for both prospective and current customers. Perform hands-on design, configuration, and troubleshooting of GWS deployments including successfully migrating data to Google, integrating customer Active Directory environments with Google and educating customer technical resources. Interact with customer technical and project resources in face-to-face and remote interactions Lead technical workstreams of deployment planning workshops at customer locations and assisting with accurately scoping Google deployment projects. Act as an escalation point for technical support resources for advanced GWS issues.
Work on a project in the design, planning, implementation, and post-project support stages; Assist in building the Indonesian team and its capabilities and help transfer system ownership of core technologies from Australia to Indonesia; Remote / on-site desktop support and system engineering services for clients; Troubleshooting and resolving system hardware and software problems on all Windows/UNIX systems; Implementing, managing and administering user and email accounts, network file share rights, and security roles by performing account and system administration (Active Directory accounts, application and system accounts, passwords resets, etc.); Installing, configuring, testing, troubleshooting, administering, monitoring, and maintaining various operating systems, associated software, virtual management systems, servers, networking, clustering, storage, and software applications; Reviewing, deploying and monitoring OS system, application and anti-virus releases, patches, and updates; Analyze reported problems and identify the root cause, then provide solutions and assess the effort to fix the problems.