Jamal
Technical Support Specialist
Jakarta, ID.About
Highly experienced Technical Support Specialist with over 20 years in IT administration, systems management, and customer-facing support, including significant contributions to the publishing industry and open-source projects. Proven ability to streamline operations, resolve complex technical issues, and enhance user experience for diverse global stakeholders. Seeking to leverage deep technical expertise and collaborative problem-solving skills in a growth-focused environment to drive business success through technology.
Work
Indonesian Pediatric Society
|Open Journal Systems Administrator
Jakarta, Jakarta, Indonesia
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Summary
Spearheaded technical support and systems administration for a leading medical publishing society, ensuring seamless digital operations and global accessibility for scholarly content.
Highlights
Served as the primary technical support contact, managing critical IT functions for journal users, editorial teams, and over 4000 global authors.
Planned and executed the migration of two print medical journals to a digital platform within one year, leading to their inclusion in the Scopus index service after four years of transition.
Managed comprehensive journal back-end and front-end operations, including hosting, email, and application maintenance, ensuring 24/7 availability.
Reduced email deliverability error rates from approximately 12 per week to near zero, significantly enhancing editorial correspondence efficiency.
Submitted detailed bug reports to Open Journal Systems and ORCID, contributing to system improvements and enabling automated scholarly work claims for authors.
MIMS.COM
|IT Administrator
Jakarta, Jakarta, Indonesia
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Summary
Managed diverse IT infrastructure and operations for a regional medical information provider, supporting desktop applications, web development, and local user needs.
Highlights
Collaborated with regional IT teams across Singapore, the Philippines, and Hong Kong to successfully implement desktop application publishing systems.
Directed multiple website development projects for clients, from conception to deployment, ensuring alignment with business objectives.
Oversaw daily IT operations for 30 local users, ensuring optimal system performance and minimal downtime.
Maintained robust Windows-based LAN infrastructure, providing reliable network connectivity and data security.
Managed a comprehensive database of magazine subscribers and handled all hardware and software procurement, optimizing IT resource allocation.
Prepared and managed the annual IT budget, ensuring cost-effective technology investments and operational expenditures.
Volunteer
WordPress Open Source Project
|Contributor (Full Site Editing Outreach Program Participant)
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Summary
Actively participated in the WordPress Full Site Editing Outreach program, enhancing user experience and system reliability through extensive testing and bug reporting.
Highlights
Authored over 20 detailed reports on new WordPress Site Editor calls for testing, directly influencing product improvements and user experience.
Recognized for significant contributions, handling 9 out of 26 total calls, demonstrating high engagement and impact within the community.
Submitted comprehensive bug reports for multiple WordPress plugins via GitHub, enhancing overall plugin reliability and compatibility.
Provided technical assistance by replying to over 100 posts on the WordPress forum, supporting community users and resolving issues.
Contributed to the successful releases of WordPress versions 6.1.1, 6.2, 6.7, and the latest 6.8, ensuring software stability and new feature integration.
PKP Open Journal Systems
|Community Member & Translator
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Summary
Engaged as a community member for PKP Open Journal Systems, providing peer support and facilitating software accessibility through translation efforts.
Highlights
Provided direct support to community members by sharing expertise and answering questions about PKP software.
Translated the administration interface of OJS 3.2 from English to Indonesian, significantly enhancing accessibility for Indonesian-speaking users.
WordPress Community Event
|Main Stage Support
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Summary
Provided essential main stage technical support for the inaugural WordPress NextGen event in Jakarta, ensuring smooth presentations and technical operations.
Highlights
Contributed to the successful execution of the first WordPress NextGen event by providing critical on-site main stage technical support.
Education
STF Driyarkara
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Master
Philosophy
Universitas Budi Luhur
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Bachelor
Information Systems
Languages
English
Indonesian
Skills
Web Technologies
PHP, SQL Databases, HTML, CSS, WordPress, Hosting, Email Systems, Back-end Development, Front-end Development.
API Testing
Postman, API Manual Testing, WooCommerce API, ORCID API, Crossref API.
Technical Support & Operations
Troubleshooting, Bug Reporting, Technical Documentation, Customer Support, Help Desk Support, IT Operations, System Administration, Problem Solving, User Training, Usability Testing.
Systems & Tools
Open Journal Systems (OJS), Windows-based LAN, GitHub, Slack, Gutenberg.
Project & Process Management
IT Project Implementation, Project Coordination, Process Improvement, Hardware Procurement, Software Procurement, Budget Management.
Communication & Collaboration
Cross-functional Collaboration, Stakeholder Management, Technical Communication, User Empathy.
Data Management
Database Management, Data Migration.