✦ AI-Enhanced Support Operations

Support Operations That Build, Not Just Configure

Customer support professional with 5+ years of hands-on experience, specializing in bridging the gap between frontline operations and technical automation. I don't just handle tickets, I build the systems that help entire teams work smarter. From automated reporting pipelines and intelligent notification tools to bulk-operation scripts and AI-powered workflows, I bring a builder's mindset to every support challenge.

Core Competencies

Full-cycle Zendesk administration (instance setup, custom triggers, API integrations, user management)
AI automation implementation (chatbot deployment, auto-triage, predictive routing)
Data analytics and performance optimization (CSAT, NPS, first-response time, resolution rate)
Cross-functional collaboration with Product, Engineering, and Success teams

Support Platform Administration Workflow Automation AI Integration Process Design Reporting & Analytics Knowledge Management SaaS Support API & Integration Engineering Customer Experience (CX)

Portfolio

What I've Built

💼 Work Project

Knowledge Base / Analytics

Zendesk Knowledge Hub Dashboard

Built a Google Apps Script web app combining Zendesk Guide article sync, GA4 Help Center analytics, content gap detection, and FAQ draft review workflow with Slack approval buttons in one operational dashboard.

3-in-1Dashboard tools

AutoSlack reviews

💼 Work Project

Reporting / Automation

Zendesk Daily Reporter

Built a Google Apps Script that pulls Zendesk ticket data via API and generates a real-time dashboard in Google Sheets. Includes a web-based interactive demo hosted on GitHub Pages to showcase the reporting pipeline.

AutoDaily reports

1000+Tickets/fetch

💼 Work Project

Analytics / CSAT

Zendesk Dashboard + CSAT Analytics

Automated support analytics dashboard that surfaces ticket trends, CSAT scores, and team workload in one view, helping managers make data-driven decisions without waiting for weekly reports.

Real-timeInsights

ZeroManual reporting

💼 Work Project

Chrome Extension

ZenNotif: Cross-Tab Zendesk Audio Alerts

Chrome Manifest V3 extension that polls the Zendesk API via session cookie (zero API tokens) and plays persistent audio alerts even when Zendesk is in a background tab. Ships with 5 tones, rate-limit handling, and enterprise compatibility docs.

Real-timeNotifications

ZeroAPI tokens

💼 Work Project

Python / API Automation

Bulk Ticket Response & Resolution Script

Created a Python script that fetches tickets from a Zendesk view, sends standardized replies via Sunshine Conversations API, tags tickets to prevent duplicates, and bulk-solves them, handling hundreds of tickets in minutes.

100+Tickets/batch

95%Time saved

🌱 Personal Project

AI / Workflow

AI-Powered Expense Tracker via Telegram

Designed an n8n automation workflow integrating Telegram Bot with Google Gemini AI for receipt OCR and natural language expense logging. Supports both text and photo inputs with automatic categorization.

AIReceipt OCR

AutoCategorization

Expertise

Tools & Skills

AI / LLM Integration

RAG pipelines, GPT/Claude API integration, prompt engineering, hallucination guardrails

Support Platform Ops

Primary: Zendesk, Salesforce. Configuration; workflows; automations; SLAs; reporting dashboards. Patterns transfer to other helpdesk platforms.

Collaboration & PM Tools

Slack workflows and integrations; Jira ticketing and sprint planning; Notion documentation and team wikis

Knowledge Management

Information architecture, content authoring, taxonomy design, SEO for help centres

Process Design

Escalation frameworks, runbook standardization, SLA modelling, cross-team collaboration workflows

Data & Analytics

Support metrics (MTTR, CSAT, NPS), funnel analysis, A/B testing for scripted responses

Training & Enablement

Onboarding programmes, agent coaching, quality calibration, feedback loops

API & Integration

REST APIs (Zendesk, Sunshine, Slack, GA4, Telegram, Gemini); webhooks; OAuth; pagination handling; rate-limit retry logic

Scripting & Automation

Python, JavaScript, Google Apps Script, n8n workflows; cron jobs; bulk operations; idempotent processing

Google Workspace

Apps Script web apps, Sheets formulas and pivots, Docs templates, Drive automation, Gmail integration

Get in Touch

Let's Work Together

Contact Methods

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Email

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setiawan.ilham199630@gmail.com

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Contact Information

✉️ setiawan.ilham199630@gmail.com

📍 Indonesia

🕐 WIB (UTC+7)

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Frequently Asked Questions

Quick answers to common questions

What's your typical response time?

I usually respond within 24 hours, often much sooner during business hours.

Are you open to new opportunities?

Yes! I'm actively seeking support operations and automation roles where I can make a real impact.

What's your preferred communication method?

Email for detailed discussions, video calls for complex projects, and this form for initial contact.

Are you open to remote work?

Absolutely! I have extensive experience working with remote teams across different time zones.