Raphael Offor

• Hands & feet support for network and server equipment as well as any IT related projects. • Assist on Incident and Problem management activities • Taking ownership of issues through to resolution on all appropriate requests • Recommends and perform upgrades on systems to ensure longevity • Working with procurement staff to purchase hardware and software • On-call support on need basis & as business demands • Ensure Tickets are resolved within agreed SLA'S

- Providing 1st and 2nd line technical support, answering IT support queries via face to face, telephone and email for onsite and remote users whilst ensuring a deliverance of first class customer service - Escalating problems to internal and external 2nd level support (other Group IT resources and 3rd party suppliers) as appropriate, and acting as a resource to implement solutions under 3rd level support direction. - Remote support of my sites In EMEA & APAC

• Devise sampling procedures and directions for recording and reporting quality data • Review the implementation and efficiency of quality and inspection systems • Analyze data to identify areas for improvement in the quality system • Identify training needs and organize training interventions to meet quality standards • Coordinate and support on-site audits conducted by external providers • Evaluate audit findings and implement appropriate corrective actions

• Responsible for 1st to 3rd line support on any IT issues for AVIS/Budget offices across the region and work allocation to other field engineers. • Hardware support on HP, Dell laptops/desktops/servers • Windows 7 VDI support on WYSE thin clients • Basic Cisco network device support • Liaising with 3rd party suppliers (BT, Belgacom, KPN, etc.) • HP Tablet roll out • Training staff on new technologies • Liaising with managers to improve systems

• Developing centralized, efficient methods for managing end user systems to minimize downtime. • Applying business/technical support concepts to perform Tier 3 (highest-level) technical support. • Supporting the review of system architecture and recommending improvements to service delivery. • Accurately managing IT asset inventory and software licensing compliance. • Performing hardware repair and maintenance. • Identifying and addressing complex usability problems.

• Assisting customers with their technical- and software-related problems • Ensuring that all reported incidents are accurately logged • Repairing field hardware for re-deployment • Preparing system for imaging (i.e windows xp, win 7 etc.) • Configuring restaurant databases • Acting as point of reference for internal staff for all customer support issues • DSL and network troubleshooting, including outbound and follow-up phone calls • Basic DHCP configurations

Deliver a high level of customer service to both internal and external customers meeting required Service Level Agreements Provide excellent service to end users for Unified Desktop including (Lync, OCS, Microsoft Share point) I provided excellent customer service and support to top companies such as JPmorgan, RBS, IBM, Serco, CitiBank Respond efficiently and effectively to all inbound customer communication via any media Take full ownership of customer issues and see them through to resolution.

CompTIA A+, Microsoft Certified IT Professional (MCITP) Enterprise Desktop Support Windows 7, Microsoft Certified Technology Specialist (MCTS), ComTIA N+.