Richard Ofori

• Provided customer onboarding and training to ensure successful product adoption.
• Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
• Analyzed customer data to identify trends, issues, and opportunities for improvement.
• Managed customer inquiries and complaints in a professional manner.
• Researched new technologies and initiatives to improve customer experience.
• Collaborated with cross-functional teams to develop strategies for driving customer success.
• Conducted regular check-ins with clients to ensure their needs were met.
• Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
• Developed custom solutions for customers based on their individual business objectives.
• Coached team members on best practices for delivering exceptional customer experiences.

• Responded to customer inquiries and concerns to facilitate solutions.
• Communicated with sales and product development teammates to enhance customer experiences and achieve SLAs.
• Offered technical and non-technical support and services to clients and staff regarding product use, operation and maintenance.
• Planned various product configurations to meet diverse customer needs.
• Discussed equipment needs with customers and engineers to determine system requirements.
• Recommended improvements to customers and demonstrated potential cost reductions and process improvements.
• Diagnosed and addressed problems with installed equipment.
• Devised and delivered technical presentations explaining options to customers and prospective customers.
• Assisted account executives with prospect evaluation and qualification.

• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
• Consulted via telephone, email, CRM systems to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Completed in-person service calls for internal and external support requests, maintaining exceptional customer satisfaction and resolution figures.
• Replied to customer queries via email, messaging systems and support ticket platforms.
• Used data insertion and reporting APIs, SOAP, REST and PHP to assist customer in issues resolution within SaaS environment.
• Troubleshoot and debugging of customer code

As a member of the Support organization, I perform functions such as, assisting technical support teams with smooth and timely delivery of post-sales service and support to the Oracle customer base, specifically acting as an advocate for customer needs - through timely SR handover, SR assignment & reassignment and related SR monitoring and co-ordination activities.

• Installed, upgraded and administered Oracle Applications (11i, R12.1.x, R12.2.x) and Oracle Databases (11g, 12c and 19c).
• Provide day to day maintenance such as patch and tuning concurrent managers.
• Established and performed refresh/cloning Oracle Application Test and Development environments from Production environment.
• Installed and configured Oracle Recovery Manager (RMAN), Oracle Management Server, Data Gatherer, Oracle Enterprise Manager with Diagnostic Pack and Tuning Pack.
• Migrated Oracle Business Intelligence from an AIX platform to Linux platform.
• Created and managed the project plan for upgrading EBS from 11i/11g-multi-node RAC/ASM/SSL and integration with OAS and compatibility/upgrade of several third-party products into a single integrated solution for global operations.
• Setup system and user profiles for Oracle Applications, administer concurrent managers and reports.
• Recovered/restored multiple databases from physical disk failure.
• These include lost of datafiles/system tablespace/control files/on-line redo logs.
• Application support for user creation, schema management, export and import of various schema using expdp and impdp oracle utilities.
• Performance tuning using Enterprise Manager Grid Control, ADDM and AWR tuning advisor reports, Explain Plan, TKPROF, DBArtisan and Toad.
• Provide documentation for best practices when upgrading, patching, cloning and installing Oracle Application and Database.

• Created customized Dashboard vulnerability scan reports for management using QlikView and SQL Server Reporting Services (SSRS).
• Developed SQL scripts on MS SQL server for report creation.
• Checks the status of all scans executed during the prior week to ensure that scans are completing properly, that there are no errors, that the scans are successfully authenticating to the configured hosts and that scans are completing in a timely manner
• Created environment-specific vulnerability ratings for RBS Americas Vulnerability Rating Forum (VRF)
• Assisted in creating Dynamic Asset tagging in McAfee Vulnerability Manager in order to effectively automate host compliance, vulnerability and patch scanning.
• Performed monthly database scans for RBS Americas region using the Scuba tool.
• Created KPI reports from scuba database scans.

• Provided support cover for Risk Technology software and systems
• Coordinated investigation and resolution of system issues including liaison with other system teams over late/incorrect feeds, database(Oracle, Ms SQL Server, Sybase) or hardware problems
• Liaised with Risk Systems end-users as required to identify, analyze and resolve reported problems
• Ensured systems are ready for business for different business locations
• Set up test environments and run tests in conjunction with Risk Technology project managers and external system and user teams
• Amended/updated system configuration (e.g. New feeds, schedules, static data)
• Participated in introduction into operation/hand over to support of new risk technology systems and developments.

• Implemented Drupal to update, modify and recreate web pages for Brigham Young University admission department website
• Created customized Drupal modules and themes
• Created several web pages using PHP, JavaScript, CSS and MySQL