Pratiwi Ningrum

Professional Experience

Supporting teams, systems, and technology solutions

Technical Support

Grand Canyon Education Phoenix, AZ

December 2024 – April 2025

Provided Tier 1 application and access support for hundreds of students per term, resolving login, authentication, eBook, and software issues while managing 10+ concurrent inquiries per shift and maintaining accurate ticket documentation.
Troubleshot access and authentication issues, escalating complex cases as needed while following documented procedures and service guidelines.
Supported installation and configuration of required software on student devices, ensuring compatibility with institutional systems and learning platforms.
Delivered remote technical support via Zoom, guiding users through issue resolution in real time with clear, user-friendly communication.
Collaborated with student advisors, counselors, and internal departments to verify student information and assist with system access or enrollment-related issues.
Accurately documented incidents, resolutions, and follow-up actions within internal ticketing systems to support knowledge reuse and compliance.
Managed a high volume of inquiries per shift while maintaining service quality, responsiveness, and data accuracy.
Maintained confidentiality and protected student information in accordance with institutional policies and privacy standards.

Administrative Support Staff

Mesa Community College — Instructional Support Department Mesa, AZ

March 2023 – November 2023

Served as a liaison between faculty, staff, IT, facilities, and external vendors, coordinating operational and system-related requests to ensure smooth instructional and building operations.
Supported classroom scheduling and space management, assisting with class relocations and schedule adjustments as needed to meet instructional requirements.
Managed and tracked work orders submitted by faculty and staff for facilities, classroom technology, and operational support, ensuring requests followed established procedures and were resolved in a timely manner.
Supported the use of instructional technologies in classrooms by coordinating setup, access, and issue resolution in collaboration with IT and instructional support teams.
Assisted students with scheduling appointments across departments using institutional scheduling systems, verifying student records and information through the Student Information System (SIS).
Maintained detailed Excel-based documentation and tracking logs for work orders, schedules, operational requests, and system-related activities to support reporting and continuity.
Tracked and managed office and departmental inventory, maintaining accurate records of equipment, supplies, and assets.
Followed institutional policies and procedures to protect confidential student, faculty, and staff information, maintaining compliance with privacy and data protection standards.

Academic Technology & Systems Support Assistant

Scottsdale Community College — Center for Teaching & Learning Scottsdale, AZ

October 2021 – December 2022

Supported faculty adoption of enterprise learning systems by researching, evaluating, and implementing textbooks, articles, videos, and third-party educational software for integration into the Canvas Learning Management System (LMS).
Built and configured complete course shells in Canvas, including modules, assignments, content structure, and embedded third-party tools, ensuring courses were production-ready before term start.
Trained faculty and staff on the use of Canvas, Pressbooks, and external instructional tools, providing hands-on guidance, troubleshooting, and step-by-step documentation to ensure successful adoption.
Built and deployed fully configured Canvas courses and Pressbooks-based digital textbooks supporting 10+ courses, delivering production-ready instructional systems within a 3-week timeline ahead of semester launch.
Managed and maintained a centralized Excel-based resource repository containing 600+ records across courses, programs, and instructional resources, ensuring data accuracy, consistency, and usability.
Designed and documented standard operating procedures (SOPs) and usage instructions for resource tracking systems to support onboarding and knowledge transfer for future staff.
Supported institutional initiatives promoting Open Educational Resources (OER) by assisting with resource organization, faculty outreach, and adoption tracking.
Maintained confidentiality and data integrity while working with academic systems, faculty materials, and institutional data.

Featured Projects

Business Analysis, Systems Implementation, and Technology Solutions

System Administration & Infrastructure Management

Comprehensive system administration project involving enterprise system configuration, user permission management, and remote administration setup. Developed detailed documentation for system deployment procedures, security protocols, and maintenance schedules based on ITT-121 coursework.

View Project Document →

System Administration Network Configuration User Management Remote Administration

Create a Product Pipeline Dashboard with CRM Analytics Charts

Import a spreadsheet and create CRM Analytics charts.

View Salesforce Project →

CRM Analytics Data Visualization Business Intelligence

Tableau Data Visualization Project

Created comprehensive interactive dashboards and visualizations using Tableau for business data analysis. Developed advanced charts, filters, and calculated fields to transform raw data into actionable insights. Demonstrated proficiency in connecting multiple data sources, creating storytelling dashboards, and applying best practices in data visualization design.

View Tableau Dashboard →

Tableau Data Visualization Interactive Dashboards Business Analytics Data Storytelling

XS11 Aerospace Engineering – ERP & CRM Integration

Designed a comprehensive CRM + ERP e-commerce solution for an aerospace manufacturer. Gathered and analyzed stakeholder requirements, created detailed risk register, and developed business continuity plan. Applied Agile backlog prioritization and documented business processes including SLA compliance, IoT alerts, AI chatbot integration, and 3D product viewer functionality.

ERP Integration CRM Design Agile Methodology Risk Management Business Analysis

Canyon Sales Analysis – Power BI Presentation

Collaborated with a team of 4 students to build a comprehensive sales dashboard using Power BI featuring interactive bar charts segmented by product, region, and vendor. Delivered a professional management presentation to classroom audience, simulating real-world consulting engagement. Demonstrated teamwork, data visualization skills, and executive communication abilities.

Power BI Team Collaboration Data Visualization Management Presentation Sales Analysis

Global Treps Project – Event Management Platform

Served as Project Manager for a Shark-Tank style entrepreneurship event platform. Created comprehensive project schedule, implemented cost tracking systems, and managed resource allocation across PM, Developer, QA, Support, and Event Runner roles. Led cross-functional collaboration, risk identification processes, and vendor/stakeholder engagement initiatives.

Project Management Resource Planning Cost Tracking Stakeholder Management Team Leadership

SQL Retail Project

Designed and executed comprehensive SQL queries on retail dataset for advanced data analysis. Created normalized database tables, implemented complex joins and triggers for data integrity and automated reporting. Applied ETL concepts and database normalization principles to ensure optimal data structure and performance.

SQL Database Design ETL Processes Data Integrity Retail Analytics

Microsoft Project Coursework

Developed comprehensive project management skills through hands-on Microsoft Project training. Built detailed project schedules, established baselines, created Gantt charts, and generated resource histograms. Performed earned value analysis using CPI and SPI metrics to measure project performance, and practiced issue/risk tracking with stakeholder registry creation.

Microsoft Project Gantt Charts Earned Value Analysis Resource Management Performance Metrics

Critical Path Scheduling (CPM/PERT) Project

Built comprehensive activity-on-node network and executed forward/backward passes to compute ES/EF/LS/LF values. Identified critical path and calculated total/free float while flagging schedule risks and dependencies. Produced detailed Gantt chart and network diagram in Microsoft Project, tracking milestone variance. Performed schedule compression using fast-tracking and crashing techniques with time-cost trade-off analysis.

CPM/PERT Critical Path Analysis Microsoft Project Schedule Optimization Network Diagrams

Education & Certifications

Building a strong foundation in analytics and business intelligence

Dec 2025

Grand Canyon University

Bachelor's in Applied Business Information Systems

GPA: 3.9 | President Scholarship

Focus Areas:

Project coordination & stakeholder support
Business & systems analysis
Enterprise systems (ERP / CRM concepts)
SQL & relational database fundamentals
Process improvement & operations support

2020 - 2022

Scottsdale Community College

Associate's Degree, Computer Information Systems Technologies

GPA: 3.792 | Honors Achievement Student

Created user interfaces using UI/UX design with programming languages and WordPress. Applied critical thinking to analyze issues and create program solutions. Utilized project management skills for project completion. Integrated IT-based solutions using current technological concepts. Analyzed business requirements to identify suitable technology solutions.

Technical Skills: JavaScript, HTML5, CSS, WordPress, Project Management, Web Applications, E-Commerce, Information Technology

2022

Web Development Certification

Professional Certificate

Comprehensive web development program covering modern web technologies, responsive design principles, and full-stack development practices. Enhanced skills in front-end and back-end development, database integration, and web application deployment.

About Me

Database Management

Programming

Business Systems

Project Management