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Raphael Offor

@raphaeloffor

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Results-driven Senior Support Engineer with over 12 years of experience.

United Kingdom

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What I'm looking for

I am looking for a role that fosters continuous improvement and values collaboration.

As a Senior Support Engineer with over 12 years of experience, I have honed my skills in IT support and leadership, particularly in remote working environments. My expertise lies in managing escalations, resolving complex issues, and implementing SRE-like processes that optimize operational efficiency. I am recognized as a Subject Matter Expert (SME) in support best practices and process improvement, which has enabled me to lead teams effectively and drive continuous improvement initiatives.

Throughout my career, I have consistently delivered exceptional customer satisfaction and have a proven track record of achieving high resolution rates for complex issues. My role as an IT Operations Manager at Amazon allowed me to oversee escalations with service partners, achieving a remarkable 98% resolution rate. I have also successfully led teams, introduced innovative processes that reduced incident response times, and collaborated with cross-functional teams to align IT support with business objectives.

Experience

Work history, roles, and key accomplishments

IT Operations Manager

Amazon

Feb 2023 - Apr 2024 (1 year 2 months)

Oversaw escalations with service partners and Ring Customer Support, achieving 98% resolution rate for complex issues. Led a team of 15+ in a remote working environment, implementing support leadership and career development plans. Drove continuous improvement by introducing SRE-like processes, reducing incident response time by 30%.

IT Support SRE Escalation Management Team Leadership Process Improvement Data Analysis Budget Management Inventory Management Remote Work

IT Engineer

Synack

Jan 2022 - Feb 2023 (1 year 1 month)

Provided IT Support and technical support for Apple Mac end users, resolving 95% of tickets within SLA. Automated workflows for repeated tasks, increasing team efficiency by 25%. Managed asset assignment and inventory, ensuring 100% compliance with best practices.

IT Support Technical Support Mac Workflow Automation Asset Management Inventory Management User Onboarding

Technical Support Engineer

Control Up

Jun 2021 - Nov 2021 (5 months)

Owned complex enterprise-level support calls, resolving 90% of escalations without management intervention. Served as technical interface between customers and 3rd Level Engineering/Product Development, ensuring clear communication on complex issues. Authored and reviewed 30+ technical articles and case studies for the knowledge base, promoting best practices.

Technical Support Enterprise Support Escalation Management Technical Communication SRE Mentoring

IT OnSite Support Specialist

Kroll (Duff & Phelps)

Mar 2019 - Jun 2021 (2 years 3 months)

Managed IT Support for 3 offices, reducing downtime by 40% through process improvements. Planned and optimized budgets, achieving 10% cost savings annually. Onboarded and offboarded 150+ users, ensuring smooth transitions.

IT Support Process Improvement User Onboarding Offboarding Desktop Support Laptop Maintenance Asset Management

Onsite Service Analyst L2 (VIP Support)

Tetra Pak

Sep 2016 - Mar 2019 (2 years 6 months)

Delivered VIP support to CEO and executive team, resolving 100% of escalations within 24 hours. Managed IT Support for Switzerland offices, reducing incident volume by 25%. Implemented SRE-like processes for break-fix and troubleshooting, improving resolution times.

VIP Support IT Support Escalation Management SRE Troubleshooting Asset Management Inventory Management Process Improvement

Onsite Support IT Support

SThree

Oct 2015 - Sep 2016 (11 months)

Provided remote working IT Support for 8 global sites, maintaining 97% user satisfaction. Managed IT asset inventory, achieving 100% audit compliance. Trained and mentored new staff, fostering support leadership and best practices.

IT Support Compliance Training Mentoring Leadership Escalation Management Process Improvement

Quality Assurance/Mobile app Tester

Samsung

Oct 2014 - Oct 2015 (1 year)

Evaluated quality assurance standards, improving defect detection rate by 30%. Reviewed and enhanced inspection systems, ensuring adherence to best practices. Conducted and monitored testing for mobile apps, reducing release cycle by 15%.

Quality Assurance Mobile App Testing Monitoring Documentation Feedback Escalation Management

Field Engineer

Avis

May 2014 - Oct 2014 (5 months)

Delivered 1st to 3rd line IT Support for 20+ AVIS/Budget offices, resolving 95% of escalations. Provided Windows 7 VDI support on WYSE thin clients, improving user productivity. Liaised with 3rd party suppliers to resolve complex issues.

IT Support Escalation Management VDI Thin Clients Productivity Vendor Management HP Tablet Roll Out Training Asset Management

Support Analyst - Team Lead

Renault

Jun 2013 - May 2014 (11 months)

Managed support team, achieving 98% SLA compliance on ticket queue. Escalated and tracked progress of complex issues, ensuring timely resolution. Reviewed team performance and implemented support leadership initiatives.

Team Leadership SLA Management Escalation Management Leadership IT Support Continuous Improvement Problem Solving

Support Analyst

Renault

Feb 2013 - Jun 2013 (4 months)

Developed efficient methods for managing end-user systems, reducing downtime by 35%. Managed IT asset inventory and software licensing, ensuring 100% compliance. Utilized Active Directory for user management.

Asset Management Software Licensing Active Directory Escalation Management IT Support

Technical Support Representative

OpenTable

Apr 2012 - Jan 2013 (9 months)

Documented all customer contacts, ensuring 100% accuracy in CRM and email management tools. Acted as escalation point for internal staff, resolving 90% of complex issues. Handled DSL and network troubleshooting, reducing repeat incidents by 20%.

Customer Management CRM IT Support