Darwis Limarta
Senior Account Service Manager
Singapore
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
26
26
years of professional experience
3
3
Certifications
5
5
Languages
Work History
Senior Account Service Manager
Maxar Intelligence
09.2016 - Current
- Achieved revenue growth targets through the successful execution of upselling strategies and proactive account management techniques.
- Conducted regular reviews of account performance, identifying opportunities for growth and recommending actionable improvements.
- Managed a diverse portfolio of accounts, adapting to unique business requirements while maintaining high levels of service quality.
- Developed strong relationships with clients by providing consistent support and anticipating their needs, leading to increased trust and loyalty.
- Spearheaded cross-functional initiatives to resolve complex account issues and ensure seamless service delivery.
- Demonstrated strong leadership skills by effectively managing account management teams, resulting in improved performance and employee engagement.
IT Service Engagement Manager
Covance
11.2013 - 05.2016
- Served as a trusted advisor to stakeholders by providing expert guidance on technology solutions that align with business requirements and objectives.
- Optimized resource allocation by effectively prioritizing and managing multiple projects simultaneously.
- Developed detailed metrics and reports to assess the performance of IT services, enabling data-driven decision-making for continuous improvement.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Managed vendor relationships to secure competitive pricing for software licenses, hardware purchases, and consulting services while maintaining quality standards.
- Identified risks early in the project lifecycle, developing mitigation plans to prevent schedule delays or cost overruns.
Service Delivery Manager
BT Global Services
11.2011 - 11.2013
- Championed the adoption of ITIL best practices across the organization, fostering a culture of continuous improvement in service management processes.
- Established and developed Service Management Team to support the operation of Fiona Stanley Hospital in Perth, Western Australia.
Problem Management Lead
Cathay Pacific Airways
01.2011 - 09.2011
- Coordinated with change management teams to ensure minimal impact on users during system updates or maintenance activities.
- Implemented proactive measures to reduce incident recurrence rates and improve system stability.
- Facilitated post-mortem analysis on major incidents, identifying contributing factors and implementing preventative measures to reduce future risks.
- Contributed to the development of knowledge base articles for common issues, expediting resolution times for support staff.
ITIL Process Architect
IBM
01.2006 - 01.2011
- Enhanced customer satisfaction by establishing effective communication channels for incident reporting and resolution.
- Streamlined IT service management processes by implementing ITIL frameworks.
- Reduced downtime through efficient problem management and root cause analysis.
- Collaborated with cross-functional teams for seamless integration of new systems and technologies into existing infrastructure.
- Championed the adoption of ITIL best practices across the organization, fostering a culture of continuous improvement in service management processes.
Regional Product Line Support Manager
CSA Automated Pte Ltd
01.2004 - 01.2006
- Ensured service level agreements were met consistently by monitoring key performance indicators.
- Analyzed data from various sources to identify trends in service performance, driving process improvements for better results.
- Streamlined transition processes by implementing effective project management methodologies and communication strategies.
- Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
Helpdesk Lead
CSA Pte Ltd
01.2001 - 01.2004
- Increased first call resolution rates by providing accurate and timely solutions to user inquiries.
- Provided remote assistance to users, enabling quick resolution of off-site technical issues.
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Participated in IT projects as needed, contributing valuable insights from the frontlines of user support operations.
- Managed ticketing system effectively, prioritizing urgent requests while maintaining overall response time standards.
IT Technical Support Specialist
Various
08.1998 - 01.2001
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Provided input during technology refresh cycles to ensure alignment between business needs and IT capabilities going forward.
- Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
- Streamlined IT processes for increased efficiency and reduced downtime.
Education
Master of IT Management - IT Management
University of Wollongong
Sydney, Australia 04.2001 -
S.Kom (Bachelor of Computing) - Information Engineering
STMIK Bina Nusantara
Jakarta, Indonesia 04.2001 -
Skills
Process Improvement
Customer Relationship Management
Documentation And Reporting
Problem-Solving
Remote sensing
ITIL framework knowledge
Project Planning
Certification
ITIL Service Manager Certificate v3- 2009
Timeline
Senior Account Service Manager
Maxar Intelligence
09.2016 - Current
IT Service Engagement Manager
Covance
11.2013 - 05.2016
Service Delivery Manager
BT Global Services
11.2011 - 11.2013
Problem Management Lead
Cathay Pacific Airways
01.2011 - 09.2011
ITIL Process Architect
IBM
01.2006 - 01.2011
Regional Product Line Support Manager
CSA Automated Pte Ltd
01.2004 - 01.2006
Master of IT Management - IT Management
University of Wollongong
04.2001 -
S.Kom (Bachelor of Computing) - Information Engineering
STMIK Bina Nusantara
04.2001 -
Helpdesk Lead
CSA Pte Ltd
01.2001 - 01.2004
IT Technical Support Specialist
Various
08.1998 - 01.2001
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