Download PDF

Nursiena Daulay

Business Analyst, Application Support


Comprehensive professional experience as a Business Analyst/ Application Support. Analyzing current and potential business processes to identify clear opportunities for improvement. Result-oriented application support specialist with demonstrated success in business analysis and system administration. Successful history of maintaining enterprise-wide software, upgrading application, and implementing modules. Known for seamless coordinating processes required for the implementation of applications and systems necessary to meet business and communication needs. Highly proficient communicator effective at managing relationship between users, strategic leadership and third-party vendors.

Experience & Achievements

Mar 2010Jun 2015

Application Support Specialist

PT Indika Energy, Tbk

Implementation; Upgrading; Maintaining and support; Team work with development team to access issues and test for solutions;enhance current process which are less efficient and/or effective.Communicate and managing relationship between users, strategic leadership and third-party vendors. Major accomplishments:

  • Enhancing and maintaining 3 companies (Indika, Petrosea and Tripatra) the
    integrity and stability of 10 Customs develop application and 5 purchased
    application software's on a daily basis.
  • Worked with SunFish (DBA, Programmer, BSM, QA) integrate to new HR System specially for custom develop application based on employee data (Timesheet, Travel request and leave Request) including requirement specification gathering, process-flow documentation, testing cases for the user acceptance testing.


Jan 2006Jan 2008

Service Desk and Application Support

PT Petrosea, Tbk

1st and 2nd line Global group support  for 4 overseas companies ;  Support , upgrade, maintain applications;  troubleshooting hardware and software problem;
Receiving, logging and managing cases and email using CRM logging system. Major accomplishments:

  • Played key role in call center turn around project resulting in reducing caller waiting time, improving call response times and increasing first call resolution.
  • Collaborated with other group (DBA and Infrastructure) to upgrade Web Logic  and desktop application with remote sites located in overseas office.

Aug 2005Jan 2006

Junior Business Analyst

PT Petrosea, Tbk

Gather, Analyze business requirements; Serve as liaison between business end-
users & technical staff; Recommend process improvements; Train users; Validate
test results; Provide problem resolution; Write system usage documentation. Major accomplishments:

  • Added value to the business by turning a "Paper and Pen" monthly Timesheet and Annual Leave into a electronic application for all National and Expatriate Employee in PT. Petrosea Tbk
Jan 2003Jul 2005

Junior Programmer

PT Petrosea, Tbk

Junior Programmer PT. Assist Senior Programmer to manage and monitor all minor existing developed applications and any new application of Petrosea's requirement, such as Expat Administration Tools.

Nov 2001Apr 2002

Filing Clerk

Filing Clerk., Seattle, WA



Bachelor of Science, Computer Information System

Metropolitan State College of Denver, Denver, Colorado, USA


Non-Technical Skills:
  • Strong analytical, problem-solving. and troubleshooting ability
  • Highly motivated self-starter who takes initiative with minimal supervision.
  • Ability to multi-task and prioritize effectively
  • Both independent and team worker, as required
  • Good communication skills, developed through experience in Service Desk
Technical Skills:
  • A Conceptual Understanding of:
    • RDBMS, Programming Concept & Frameworks, System Development Life Cycle
    • Business Assessment or Business Process Modeling Activities
    • Organizational Change Management, and Performance Measurement
  • Manual software application  testing:
    • Functional, Integration, Localization, Environment compatibility ( cross-platform / cross-browser).
  • Accounting & Financial Application:
    • SAP-BASIS, Infor Sun Systems
  • Server Operating System:
    • Windows Server 2000, Windows Server 2003 and 2008
  • Computer-literate performer with extensive software proficiency covering wide variety of applications


Sep 2013Present

ITIL Foundation Certification in IT Service Management