Education, Honors and Awards

  • MS 2003
    MSIE, Purdue University
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    Description

    Graduated Master's in Industrial Engineering, Operations Research with full Teaching Assistanship.

    Awards and Achievements

    • Teaching Assistanship for the duration of Master's program.
    • 2003 Magoon Award for Excellence in Teaching.
    • Industrial Engineering Department Merit Award.

    Activities and Societies

    • Alpha Pi Mu Industrial Engineering Honor Society.
    • Purdue Society of Professional Engineer.
    • Institute of Industrial Engineers.
    • Purdue Capoeira Club (Founding Member).
  • BS 2001
    BSIE, Purdue University
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    Description

    Graduated Bachelor's in Industrial Engineering (3.1 / 4.0 GPA).

    Awards and Achievements

    • Dean's List
    • Semester's Honors

    Activities and Societies

    • Indonesian Festival Performer (Pencak Silat).
    • Indonesian Student Association.
    • Purdue Capoeira Club (Founding Member).
  • HS 1997
    High School Science, Full Scholarship
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    Description

    Taruna Nusantara (also called Tarnus or TN) is a boarding senior high school with Military-like discipline that is located in the town of Magelang, Central Java, Indonesia. The school gains reputation from its strong emphasis on national values in addition to exceptional academic and leadership achievements. The school and its teaching method has been referred to as "the inspiration for the setting up of other top schools in Indonesia".

    I was one of only 245 middle-school students selected from across Indonesia to receive full scholarship from the Indonesian Government to attend this prestigious school and joined the fifth batch of Taruna Nusantara's roster of students.

    Awards and Achievements

    • Full Scholarship from Indonesian Government.
    • Consistently ranked 1-5th in Academic Achievement.

    Activities and Societies

    • Student Body Officer: Foreign Language Development ('96 - '97).
    • Student Body Officer: Table Tennis ('95 - '96).
    • Pencak Silat (Indonesian Martial Arts).

Current Work Experience

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    Manager, Operations Research

    Interactive Intelligence, Inc.

    Annapolis, MD 2012 - Present

    Bay Bridge was acquired by Interactive Intelligence in August 2012. Interactive Intelligence Group, Inc. (NASDAQ: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services for mid-size to large organizations.

    • I maintain my role of managing a team of Operations Research engineers.
    • Patent filed 03/25/2014 (pending): “System and Method for Predicting Contact Center Behavior” (Hendy Putra, Bayu Wicaksono)
    • Patent filed 09/23/2014 (pending): “Method and System for Prediction of Contact Allocation, Staff Time Distribution, and Service Performance Metrics in a Multi-Skilled Contact Center Operation Environment” (Bayu Wicaksono, Wei Xun Ter, Amit Garg)
    • Patent filed 10/16/2014 (pending): "Method and System for Creating Contact Center Models" (Bayu Wicaksono, Hendy Putra, Wei Xun Ter)
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    Head Instructor and Leader

    Axé Capoeira Maryland

    Arnold, MD 2008 - Present

    I am a certified Capoeira teacher to teach Beginner - Intermediate level classes affiliated with Grupo Axé Capoeira.

    • Participated in various events throughout North America and conducted workshops in Indonesia.
    • Design, and develop group website: http://www.axemaryland.com
    • Plan and execute various marketing efforts (social media, demos, workshops etc.)

Past Work Experience

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    Manager, Operations Research Development

    Bay Bridge Decisions Technologies, Inc.

    Annapolis, MD 2011 - 2012

    I was promoted to Manager of Operations Research Development department in 2011. Some of my achievements include, but not limited to:

    • Implement Kanban lean engineering methodology in addition to Scrum.
    • Lead and encourage Kaizen culture to member of my team to promote continuous process improvements.
    • Manages several Operations Research engineers to develop the core calculation and staffing/hiring optimization engine of CenterBridge suite.
    • Develop high impact analysis and R&D project proposals/progress reports and present them to executive managements.
    • Manage R&D projects timelines, critical path items, deliverables, and coordination between teams.
    • Develop department career path, as well as individual development plan (IDP) to maximize growth and potential of team members.
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    Lead Analyst, Development

    Bay Bridge Decisions Technologies, Inc.

    Annapolis, MD 2008 - 2011

    I was promoted to Lead Analyst in January of 2008 with greater responsibility (as well as visibility) to develop strategic development projects of CenterBridge Software Suites. Achievements include, but not limited to:

    • Develop and implement linear/integer programming solution to staffing allocation/call flow optimization of multi-skilled agents in the contact center world utilizing LINDO and CPLEX.
    • Develop strategic staffing plan algorithm in C# for multi skilled agents incorporating linear/integer programming, innovative heuristics and discrete event simulation to achieve plan optimality.
    • Conduct an in-house training course on time-series forecasting methodologies to clients.
    • Manage offshore development team in India, and co-manage offshore development team in Indonesia.
    • Utilize test driven development, design patterns, continuous integration, pair programming, peer code review, creating design & functional specs as habitual engineering practice.
    • Participate in Scrum daily meetings, sprint planning and task estimation as well as sprint retrospective meetings.
    • Recruit, coach, mentor, and guide a group of Junior Analysts.
    • Appointed as a speaker at CenterBridge User Conference for 2 consecutive years.
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    Operations Research Analyst

    Bay Bridge Decisions Technologies, Inc.

    Annapolis, MD 2004 - 2007

    My primary role is to develop custom simulations and optimization algorithms for our flagship product: CenterBridge. Some of my duties and achievements include, but not limited to:

    • Develop CenterBridge Application utilizing C++, .NET technologies (C#, VB) as the front end, and SQL Server as the back end.
    • Develop and implement custom discrete-event-simulation models of Contact Centers
    • Analyze customer requirements, formulate ideas, algorithms and/or solutions for problems at hand. Typical solutions involve linear programming, decision tree logic, and probabilistic/deterministic statistical solutions
    • Involved in Complete SDLC of CenterBridge Branch Software, a strategic planning tool for retail businesses.
    • Design, code, and implement time-series forecasting module within CenterBridge that includes methods such as: Holt-Winter's, Regression, Smoothing Methods, etc
    • Design, code, formulate and implement mixed-integer-programming to solve long term over/under staff planning and hiring optimization within CenterBridge Application.
    • Design, code, and implement strategic planning algorithm for chat & e-mail/back-office work into CenterBridge Application
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    Work Design Laboratory Instructor

    Purdue University, Industrial Engineering Department

    West Lafayette, IN 2002-2003

    I was awarded Teaching Assistanship by the Industrial Engineering Department for the duration of my Master's program. My duties and responsibilities include, but not limited to:

    • Instruct laboratory class simulation of work productivity measurement, and regular- and motion-based time studies, coordinate and maintain web resources with class professor.
    • Manage 80+ undergraduate students, grade all class assignments and projects.
    • Provide reality-based projects and case studies of establishing time standards, workstation design, and manufacturing environment.
    • Recipient of 2003 Magoon Award for Excellence in Teaching; an annual award given to outstanding teachers as voted by students.

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    Transportation and Work Performance Analyst Intern

    QuikPak, Inc. (now part of DHL Global)

    Indianapolis, IN 2003

    Note: QuikPak, Inc. was acquired by DHL Global Mail in 2004.

    • Analyze, develop and recommend shipping alternatives for the company utilizing MS Office Suite (Access, Excel and Word) as a tool.
    • Perform time study analysis, develop and implement new time standards for pick and fulfillment department.
    • Document all findings and provide training manuals for future use.

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System and Method For Predicting Contact Center Behavior

Bayu Wicaksono, Hendy Putra
Patents US Patent 14224409 (Pending)

Abstract

A system and method are presented for predicting contact center behavior. In one embodiment, closed form simulation modeling may be used to simulate behavior from input distributions. Models may be created through staging and analysis of historical Automatic Call Distribution data. Service level, average speed of answer, abandon rate, and other data may be predicted to generate forecasts and analysis of contact center behavior. Examples of behavior may include staffing levels, workload, and the Key Performance Index of metrics such as service level percentage, average speed of answer, and abandonment rate percentage.

Method and System for Prediction of Contact Allocation, Staff Time Distribution, and Service Performance Metrics in a Multi-Skilled Contact Center Operation Environment

Bayu Wicaksono, Amit Garg, Wei Xun Ter
Patents US Patent 14494503 (Pending)

Abstract

A method and system for prediction in a telecommunications network are described. Particularly, contact allocation, staff time distribution, and other performance metrics may be determined in a contact center operation environment comprising multiple media types and/or multiple agent skill sets for handling contact types. In an embodiment, models simulating queue behavior are built. Staff count may be altered in order to determine staffing allocations and performance scenarios using the models. Long term and short term predictions may be used to configure the telecommunication network and route communications through the telecommunications network.

Method and System for Creating Multi-Media Contact Center Models

Bayu Wicaksono, Hendy Putra, Wei Xun Ter
Patents US Patent 14515865 (Pending)

Abstract

A method and system for creating contact center models are described. Model parameters may be derived from and optimized using historical data. The model parameters may be used to construct an analytic model, which said analytic model may be used to create a contact center model using the optimized parameters. In an embodiment, a distribution may be determined that is demonstrative of a virtual representation of the historical environment of the contact center operation environment at different time intervals. The distribution may be used to transform inputs where there is a discrepancy between the simulation model time interval and the time interval for a generated forecast.

Contact Center Planning Calculations and Methodologies: A Comparison of Erlang-C and Simulation Modeling

Bayu Wicaksono, Ric Kosiba, PhD.
Technical Papers

Description

Whitepaper that I co-wrote, comparing Erlang-C and Simulation Modeling with regards to accurately modeling contact center service performance as well as staffing requirements.

INFORMS: Long term strategic workforce planning for contact centers using mixed integer programming approaches and simulation-based forecasting

Bayu Wicaksono, David Woo, Amit Garg
Presentations INFORMS 2012

This poster presentation describes a methodology that allows for forecasting, cap planning and what-if analysis to develop strategic plans for contact centers utilizing simulations that accounts for variations in customer patience and abandonment behavior, resulting in accurate prediction of key performance parameters. The solution also performs: Hiring, extra-/under-time strategies to meet fluctuating seasonal demand, balance workload and staff allocation.

Current Positions

  • 2012 -
    Present
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    Manager, Operations Research

    Interactive Intelligence, Inc.

  • 2008 -
    Present
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    Instructor and Leader

    Axé Capoeira Maryland

Past Positions

  • 2012 -
    2011
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    Manager, Operations Research Development

    Bay Bridge Decisions Technologies, Inc.

  • 2011 -
    2008
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    Lead Analyst, Development

    Bay Bridge Decisions Technologies, Inc.

  • 2007 -
    2004
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    Operations Research Analyst

    Bay Bridge Decisions Technologies, Inc.

  • 2003 -
    2002
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    Work Design Laboratory Instructor

    Purdue University, Industrial Engineering Department

  • Summer
    2003
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    Work Design Laboratory Instructor

    Purdue University, Industrial Engineering Department

At My Work

You can find me at my office located at:

Interactive Intelligence, Inc. (Decisions Group)
900 Bestgate Rd. Suite 210
Annapolis, MD 21401

P: (410) 224-7620
E: bayu.wicaksono@inin.com

I am at my office every day from 9:00 until 6:00 pm, or alternatively, you may also call my office number or e-mail me (see above).

via Social Media and Internet

You can also find me in various social media such as facebook, twitter, instagram etc. (see social media handles in header above).

At My Capoeira Class

Or, you can find me at my Capoeira class located at Jing Ying Institute of Kung Fu and Tai Chi in Arnold, MD.

I am teaching every Mondays and Thursdays from 7:00 until 8:30 pm, and Wednesdays from 6:30 - 7:30 pm.

First week of classes are free, so please come in and enjoy a great workout!