I'm Muhammad Faris Hafizh, an IT Customer Care Support at Quadrant Synergy International. I verify and triage application issues, keep hardware and networks behaving, and explain the fix in language nobody needs a manual for.
Hi 👋 first line of support, second-line curious
From crimping network cables in vocational school to being the calm voice on the other end of a support ticket.
I took Network Engineering at SMK Nusantara 1 and spent three years learning that most 'the internet is broken' problems are a loose cable, a wrong subnet, or someone quietly unplugging a switch.
Started my Informatics degree at Universitas Pembangunan Jaya. Alongside the coursework I ended up leading the student association, which taught me more about coordinating people than any lecture did.
Android path at Bangkit Academy: Kotlin, UI/UX, networking, and a capstone with ML and Cloud teammates that detected cat skin disease from a photo. First time my code was used by people I'd never met.
IT Developer Intern on the ERP team: contributed to application enhancement, implementation, debugging and system testing. Learned the value of testing a change properly before it reaches real users.
At Quadrant Synergy International I'm the first person a customer reaches. I reproduce the issue, write it down properly, hand it to the Technical Team, and stay on it until someone can go back to work.
“Reproduce it first. A ticket you can't reproduce is a rumour.”
I don't collect certificates. These are the things I actually reach for, sorted by the job they do.
Most of my day: take the call, reproduce the problem, fix what I can at my level, and escalate the rest with enough detail that nobody has to ask me a follow-up question.
Told the only way I find useful: what was broken, what I actually did, and what changed afterwards.scroll — the work moves sideways
Full stack · solo
0services, one API
Android developer · final project
0%votes verifiable
Android client · Bangkit capstone
0teams, one app
IT Developer Intern · PT Asa Kreasi Interasia
0moon the internal system
Someone contacting support is already having a bad morning. I acknowledge fast, say plainly what I'm doing, and keep them updated even when the answer is 'still with the technical team'.
No jargon unless they used it first.
I verify the issue myself and capture the exact steps, screenshots, and environment. An escalation that can be reproduced on the first try saves the Technical Team an entire round trip.
Half of what I catch never needs escalating at all.
Daily maintenance logs, case notes, vendor follow-ups. Documentation is not paperwork — it's the only reason next month's identical problem takes five minutes instead of an afternoon.
Yes, I keep embarrassingly detailed notes.
Handing a case over isn't closing it. I monitor open issues, chase status, and tell the customer myself when it's fixed — nobody should have to ask twice where their ticket went.
Closed means the user confirmed it.
My developer background means I read the logs instead of just forwarding them. I keep learning the layer above me so the escalations I send get shorter every quarter.
Level 2 today, further tomorrow.
Chapter 06 — The closer
I'm an IT Customer Care Support in Jakarta, open to IT Support, helpdesk and IT operations roles. Send over the problem — I'll ask the useful questions first.